Fix common issues related to the MyCare app and service
Find answers to common questions that patients have about troubleshooting and connectivity.
I am having problems hearing or seeing the doctor
Here are a few steps to try to resolve the issue:
Check that your volume is turned up loud enough to hear the doctor
Check that you have stable Wi-Fi or mobile internet connection
Check that the microphone and camera permissions are switched on for the app by going to your phone’s device
For Apple: Open
> Turn on
For Android: Open
> Turn on
It’s time for my appointment but the doctor hasn’t called me.
Please make sure that notifications are enabled for the TELUS Health MyCare app under your phone settings. Instructions are provided below.
We try to start appointments on time, but occasionally delays can happen. Most delays are between 5 and 10 minutes. If your clinician is running significantly late, we will notify you by phone.
If you haven’t been notified that your appointment is delayed, you can try the following steps to resolve any possible issues with receiving the video call:
Go to your phone’s
app and check that you have the following settings enabled:
Notifications: Enable the
notifications. We will send you a notification to start the video call
Turn off any “Battery saver” or “Battery optimization” settings on your device that might be blocking the call. This can usually be found by going to your phone’s “Settings” app, or by swiping down from the top of your device’s screen
Check that you have a stable Wi-Fi or mobile data connection
Have the app open and ready for the video call to start on your phone
If you have any issues or if your appointment is delayed by more than 15 minutes, please