Frequently Asked Questions

InTouch Patient App

Solo Tested Versions
iPhoneiPadMac OS
12.212.213.1
12.412.4
13.213.2
13.3.113.3
13.413.4

 

Android Devices
DeviceVersion
Samsung Tab 58
Samsung s98
 
iOS Devices Inventory
iPad DevicesiOS Version
iPad Air 211.4.1
iPad Mini 411.4.1
iPad Pro 9.7"13.4
iPad Pro 9.7"13.3.1
iPad Pro 10.5"12.2
iPad 611.4
iPad 713.1.3
iPad Pro 10.5"12.2
iPad Pro 10.5"12.2
iPad Air 1"12.1.4
iPad Pro 9.7"13.3.1
iPad Pro 11"12.2

 

iPhone DevicesiOS Version
iPhone SE12.2
iPhone 612.4
iPhone 612.2
iPhone 7 Plus10.3.2
iPhone 7 Plus12
iPhone 812.2
iPhone X12.3
iPhone X12.X
iPhone XR13.4
iPhone XS Max12.4
iPhone 11iOS 13.3
iPhone 11 Pro MaxiOS 13.3

Browser Start of Support Operating System
Chrome 72 Mac OS 10.14 and later Windows 7 and 10 Android v6.0 and later
Android WebView (Chrome) N/A Android v6.0 and later
Safari 12.1 Mac OS 10.14 and later
iOS 12.1 and later
Safari (In-App) 13 iOS 13.1 and later
Firefox 65 Windows 7 and 10
Edge N/A (coming in Q4 2020) N/A
IE 11 N/A N/A

  • Go to the App Store icon.
  • Search for “InTouch Patient”.
  • Select “Get” to download.

  • Ensure that you allow access to the camera and microphone when prompted by the InTouch Patient App.
    • You will be prompted with the following message.
  • If utilizing an iOS device, you may need to also enable the Microphone and Camera in the app settings.

  • To keep the device “awake”:
    • For touch screen devices – tap or swipe screen periodically.
    • For non-touch screen devices – move mouse or tap keyboard periodically.
  • Do not allow your device to “sleep” while waiting for provider to arrive.
  • Allowing the device to enter “sleep” mode may disrupt the video and waiting room session.

  • Ignore or decline an incoming call if already in a session with a provider.
  • Receiving phone calls while in a session may disrupt the session and cause your audio and video to disconnect.

  • Ensure you are in a private area and try to connect to a private Wi-Fi when possible.
  • Avoid moving around, pacing, or driving/riding in a vehicle while in a session with your provider.
  • Ensure that all unnecessary applications and software are closed on the device you intend to use.

Solo Tested Versions
iPhoneiPadMac OS
12.212.213.1
12.412.4
13.213.2
13.3.113.3
13.413.4
 
Android Devices
DeviceVersion
Samsung Tab 58
Samsung s98
 
iOS Devices Inventory
iPad DevicesiOS Version
iPad 410.3.3
iPad Air 211.4.1
iPad Mini 411.4.1
iPad Pro 9.7"13.4
iPad Pro 9.7"13.3.1
iPad Pro 10.5"12.2
iPad 611.4
iPad 713.1.3
iPad Pro 10.5"12.2
iPad Pro 10.5"12.2
iPad Air 1"12.1.4
iPad Pro 9.7"13.3.1
iPad Pro 11"12.2

 

iPhone DevicesiOS Version
iPhone SE12.2
iPhone 612.4
iPhone 612.2
iPhone 7 Plus10.3.2
iPhone 7 Plus12
iPhone 812.2
iPhone X12.3
iPhone X12.X
iPhone XR13.4
iPhone XS Max12.4
iPhone 11iOS 13.3
iPhone 11 Pro MaxiOS 13.3

Browser Start of Support OS
Chrome 72 Mac OS 10.14 and later Windows 7 and 10 Android v6.0 and later
Android WebView (Chrome) N/A Android v6.0 and later
Safari 12.1 Mac OS 10.14 and later iOS 12.1 and later
Safari (In-App) 13 iOS 13.1 and later
Firefox 65 Windows 7 and 10
Edge N/A (coming in Q4 2020) N/A
IE 11 N/A N/A

  • Go to the App Store icon.
  • Search for “InTouch Patient”.
  • Select “Get” to download.

  • Ensure that you allow access to the camera and microphone when prompted by the InTouch Patient App.
    • You will be prompted with the following message.
  • If utilizing an iOS device, you may need to also enable the Microphone and Camera in the app settings.

  • To keep the device “awake”:
    • For touch screen devices – tap or swipe screen periodically.
    • For non-touch screen devices – move mouse or tap keyboard periodically.
  • Do not allow your device to “sleep” while waiting for provider to arrive.
  • Allowing the device to enter “sleep” mode may disrupt the video and waiting room session.

  • Ignore or decline an incoming call if already in a session with a provider.
  • Receiving phone calls while in a session may disrupt the session and cause your audio and video to disconnect.

  • Ensure you are in a private area and try to connect to a private Wi-Fi when possible.
  • Avoid moving around, pacing, or driving/riding in a vehicle while in a session with your provider.
  • Ensure that all unnecessary applications and software are closed on the device you intend to use.

If your question is not answered in the Resources or FAQs above, please contact Customer Support.
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