Troubleshooting

The app won't load. What should I do?

First check your internet connection. Close the app completely and reopen it. If the problem continues, check if there is an app update available and install it...

I see "No internet connection. Please check your network and try again." What does this mean?

AskMD requires an active internet connection. Connect to Wi-Fi or mobile data and try again.

The app is slow or freezing. What should I try?

Try these steps in order: 1. Check your internet connection speed. 2. Close other apps running in the background. 3. Close and relaunch AskMD. 4. Restart your d...

I'm getting a general "Something went wrong. Please try again later." error. What is happening?

This is a generic error that indicates a temporary problem with a backend service. Wait a minute and try the action again. If it keeps happening, contact suppor...

My location isn't being detected. What should I do?

Make sure you've granted AskMD permission to access your device location in your phone's settings. Alternatively, enter your ZIP code manually in any tool that...

I see "Unable to retrieve location." What should I do?

Check that location permissions are enabled for AskMD in your device settings (Settings → Privacy → Location Services). If location services are on and the erro...

The chat isn't sending my messages. What should I check?

Confirm you have an active internet connection. If connected, close and reopen the chat. If the problem continues, sign out and sign back in.

I can't sign in even though I know my password is correct. What should I try?

Try these steps: 1. Check your internet connection. 2. Try a different sign-in method (Google, Apple, CLEAR, or username/password). 3. If using a password, use...

I'm not receiving my MFA verification code by SMS. What should I do?

Make sure your phone number is entered correctly (10 digits, US numbers only). Check that your phone has cellular service. Wait a minute and request the code ag...

I set up an authenticator app for MFA but the codes aren't working. What's wrong?

Authenticator app codes are time-based. Make sure the clock on your device is set to automatic/network time. A clock that is off by more than 30 seconds can cau...

How do I update the AskMD app?

Check the App Store (iOS) or Google Play Store (Android) for available updates. Keeping the app updated ensures you have the latest features and security fixes.

Can I use AskMD on a tablet?

AskMD is designed primarily for smartphones but may function on tablets. For the best experience, use it on a phone.

I'm experiencing issues after an app update. What should I do?

Try signing out and back in, which clears cached session data. If problems continue, uninstall and reinstall the app (your account data is stored in the cloud a...

Why does AskMD need permission to access my camera?

Camera access is used during CLEAR identity verification, which may use your device's front camera for biometric confirmation. AskMD does not access your camera...

How do I contact AskMD support?

Support contact options are available within the app under Settings or Help. You can also reach support through the AskMD website.