We understand that in a world with poor internet and low connections, there could be problems. Here are a few situations you might have faced, and what you can do next -
- I did not receive a consult link - Please check the junk folder in your email inbox or reach out to our support team to receive a new email & SMS link.
- I have an issue joining the waiting room - You can try refreshing the page, and if that doesn’t work, close that screen, go back to the email or SMS, and click the link again.
- I accidentally closed the consult page - Simply go to the consult notification email or SMS and click the link again.
- I accidentally refreshed the consult page - That’s ok, it shouldn’t impact the consult.
- My consult got disconnected during the call - You can go back to the consult notification email or SMS and click the link again. If that doesn’t return you to the consult, please reach out to our Support team.
- My doctor did not join the consult - If the doctor does not join the consultation for any reason, please get in touch with the Support team, and we will issue you a new link.
If you need help, please get in touch with us at support@hola.health, available 24 hours a day. Our support team is always quick to respond.
How do I troubleshoot my video call?
Here are the steps to take if your video call is not working -
- Check your internet or wifi connection - A stable Wi-Fi or 4G/5G mobile connection is needed.
- Restart the Hola app or refresh the page - Ensure you’ve granted camera and mic access in your device settings.
- Click the link again – If it still does not work, close the app or page and click the link again. You can also try switching to another browser, like Google Chrome or Safari
- Contact Hola support team – If it still doesn’t work, email us at support@hola.health
Tip: Connect your device to a reliable Wi-Fi network and close any unused apps running in the background.
What if my camera or microphone isn’t working?
Here is a quick guide if your device camera or microphone isn’t working during a video call -
- Check device settings – Check your device’s privacy settings to make sure the camera and microphone aren’t blocked for all apps.
- Check app permissions – Ensure Hola has access to your camera & microphone.
- Close other apps – If another app is using your camera/mic (e.g., FaceTime), close it first.
- Restart your device – A quick restart often helps fix minor software bugs.
- Use another browser – On desktops, try switching to Google Chrome or Safari.
- Try a different device – If your phone isn’t working, try using a tablet or laptop.
Tip: You can contact the Hola Support Team via email at support@hola.health. Our support team is available to assist with technical issues, payment concerns, and general inquiries.
What devices and web browsers can I use for my Telehealth call?
You can use Hola Health from almost any modern device. Our telehealth calls work smoothly on smartphones, tablets and computers, as long as you have a stable internet connection. Just make sure you’re using an up-to-date browser like Chrome, Safari, Firefox or Edge. No special setup needed — simply open your link, join the call, and you’re good to go.
Tip: Ensure your device has a microphone and a camera with an internet connection.
