I have issues joining the video call

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 –     

1. I did not receive the consultation link – Please check the junk folder in your email inbox or reach out to our support team to receive a new email & SMS link. 

2. 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. 

3. My doctor did not join the consultation – If the doctor does not join the consultation for any reason, please contact the Support team and we will issue you a new link. 

If you need help, please get in touch with us at support@holahealth.co.uk, available 24 hours a day. Our support team is always quick to respond.    

Video call not working? Try these steps in order: 

1. Check your connection. Use stable Wi-Fi or 4G/5G. 

2. Refresh the page. Make sure camera and mic access are allowed in your device settings. 

3. Click your link again. If it still fails, close the page and reopen the link, or try a different browser (Chrome, Safari, Firefox or Edge). 

4. Contact support at support@holahealth.co.uk if it’s still not working. 

Camera or mic not working? 

• Check your device privacy settings. 

• Close other apps using the camera or mic (e.g., FaceTime). 

• Restart your device, switch browsers, or try another device. 

What you need: A smartphone, tablet or computer with a camera, mic, internet connection and an up-to-date browser. No special setup needed. 

Tip: Close unused background apps. Support can also help with technical, payment and general questions. 

Ready to speak to a doctor online? Find out more about online consultations with Hola Health UK.