Use this guide to resolve common issues before or during your Welle telehealth visit.
Before your visit
- Ensure a stable internet connection with at least 5 Mbps upload/download speed.
- Use a smartphone, tablet, or computer with a working camera, microphone, and speaker.
- Choose a quiet, well-lit space for your consultation.
- Join 5–10 minutes early to address any technical issues.
- Ensure your device is fully charged or plugged in.
Unable to join the call
- Confirm you're using the correct video call link from your email or appointment details.
- If using the app, confirm you're logged in.
- Update the app or browser to the latest version.
- Restart your device and try again.
- You can only join once the clinician has opened the meeting. If you've been waiting more than 10 minutes past the appointment start time, contact support or reschedule.
Poor audio or video quality
- Move closer to your router or switch to a stronger network.
- Turn up device volume and ensure it isn't muted. Use headphones for better audio.
- Clean your camera lens and check your lighting.
- Close unused background apps to free up system resources.
No audio or video
- Allow the app or browser to access your camera and microphone. On most devices: Settings > Privacy > Camera/Microphone > toggle on for Welle.
- Check your device's audio and video settings and confirm the correct input and output devices are selected.
Call disconnects frequently
- Switch to a more stable network or use a wired connection if possible.
- Rejoin using the original link or app. If the clinician drops unexpectedly, remain in the meeting and wait for them to rejoin.
- Restart your router if on home Wi-Fi.
If the issue persists Contact the Welle Care Team via "Get support" in the app. Include your device type, a description of the issue, any error messages, and the troubleshooting steps you've already tried.