Frequently Asked Questions
For more information or for any questions not listed, please call us toll-free at 800-400-MDLIVE.
For more information or for any questions not listed, please call us toll-free at 800-400-MDLIVE.
With MDLIVE, you can access a doctor from your home, office, or on the go- 24/7/365. Our Board Certified doctors can visit with you either by phone or secure video to help treat any non-emergency medical conditions. Our doctors can diagnose your symptoms, prescribe medication, and send prescriptions to your pharmacy of choice.*
No. MDLIVE is designed to handle non-emergency medical issues. You should not use MDLIVE if you are experiencing a medical emergency. In case of a medical life threatening emergency, you should dial 911 immediately. While MDLIVE is not intended to replace your primary care doctor, a virtual doctor’s appointment can sometimes substitute a doctor’s office, urgent care, or an emergency room visit.
Our doctors are trained to treat a wide range of conditions through both MDLIVE and Breakthrough, MDLIVE’s behavioral health therapy service.
You can easily sign up or activate your account by using one of the following methods:
** You will receive an email confirmation upon completion of registration for every member added to the account. All members on the account must have their own account, including children.
You can start using MDLIVE immediately after you sign up and activate your account. Sign up and activation are totally free. If you are required to pay, you will only be asked for your credit card information when you visit with a doctor. Once you have an MDLIVE account, you can browse doctor profiles, view available appointment times, and schedule an appointment with the doctor of your choice. Want to go one step further? Be sure to fill out your medical history profile to better prepare your MDLIVE doctor for your appointment.
MDLIVE is available 24 hours a day, 7 days a week, and 365 days a year, even on holidays. Use MDLIVE anytime you have a non-emergency medical condition, are unable to see your primary care provider, or when you simply prefer a convenient, cost effective alternative to the emergency room, urgent care center, or clinic.
MDLIVE is available anywhere in the United States**. Our network of Board Certified doctors will be provided to you based on the state you are located. We make sure that each doctor is fully licensed to practice medicine in your state.
Getting started is totally free. If you’re receiving MDLIVE as part of a group benefit, you may not be required to pay at all. If you are required to pay, you will only be charged after you choose to consult with a doctor and your appointment time and payment information are confirmed. You can cancel your appointment and receive a full refund, provided that you cancel at least 24 hours before your appointment time. MDLIVE accepts most major credit and debit cards.
Yes, MDLIVE can be accessed on most mobile devices with an Internet connection. Our MDLIVE Mobile App is available for download in the iTunes Store and the Google Play Store.
Yes, if the MDLIVE doctor believes medication is warranted, he or she can write a prescription for non-narcotic medications (i.e. no controlled substances), which can be sent directly to the pharmacy of your choice.* As soon your consultation is over, your prescription will be sent electronically to one of over 65,000 pharmacies to choose from. If for any reason your pharmacy is unable to receive e-prescriptions, a traditional prescription is generated for our doctors to sign and fax. All prescriptions are fully compliant and include all required information.
Confidentiality is a respected part of MDLIVE’s Code of Ethics. We take your privacy very seriously. Laws are also in place to protect your privacy. The HIPAA Privacy Rule is designed to be a minimum level of protection. Some states have even stricter laws in place to protect your personal health information. MDLIVE can share your information with your PCP in accordance with applicable state and federal laws.
To use video conferencing you need:
After you set up an account, you will be able to use a simple online simulation to test your configuration and check if you are ready for a virtual consultation.
Yes. Hearing impaired patients can communicate with a doctor using our secure, HIPAA-compliant live chat feature that is available on our website. Patients can communicate with their doctor in an environment that works much like texting. To activate this feature, select “hearing-impaired” and any other categories that apply to you from the accommodations menu, and complete the online registration process. The feature is automatically available each time you login by clicking the icon located at the bottom right-hand side of the screen. At present, live chat only available on the MDLIVE website and not on the MDLIVE app.
Don’t see your question? Don’t worry. Just call us at 1-888-632-2738. We have highly trained health service specialists standing by to take your call, 24/7/365.
