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Support

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ACCOUNT & PAYMENT 

  • I can’t remember my login details.

    From the login page, select the “Forgot My Password” link to reset your password. You will need to know the e-mail address your account is registered under.

    Don’t remember which e-mail address is associated with your account? Call our eMD Customer Service Line at 512-421-5678.

  • How do I update my demographic or medical information?

    Once you have logged into your account, click the Main Menu option “My Account”. On the “Account Profiles” page, find your name and click the green arrow to view profile options. Clicking on the desired option will allow you to make updates to that page.

  • I need more details on setting up my account.

    Check out the user guide for step by step instructions on setting up your account, adding family members, and starting a visit.

  • Why am I required to add a PCP (and what do I do if I do not have one)?

    When you have your primary care physician (PCP) added to your account, visit summaries for your eMD Access encounters are automatically sent to your PCP’s office. This keeps them in the loop on your care!

    If you do not have a PCP, simply add “No PCP” for First and Last name and click search. You will see a hyperlink that allows you to add a PCP that is not in our record. Select this option to use “NO PCP.” (Note: If you have No PCP listed, your visit summary will not be sent to any provider. You can access all your visit summaries by clicking “Visit History” on the main menu.)


PREPAID EMPLOYER OR INSURANCE ACCOUNTS

  • eMD Access is a paid benefit through my employer or insurance plan. When I enter in my information to register I receive an error message that states I am not covered.

    When an account holder is covered by their employer or insurance plan, their demographic information is preloaded prior to registration. Ensure that you are using your correct name and e-mail address that is on file with your employer or insurance company.

  • Why can’t I add family members to my account?

    Prepaid accounts can cover individuals or families. This is predetermined by your employer or insurance company. If you are unable to add family members to your account, it may be because you are only covered as an individual user.

    Self pay individual and family subscriptions are available for purchase if you would like access for your dependents. Accounts covered by a subscription purchase would be separate from your existing prepaid account.

    If you believe your family members are supposed to be covered under your prepaid account, call our eMD Customer Service Line at 512-421-5678.

  • Can I purchase a family subscription with my account?

    You cannot add a subscription plan to an existing prepaid account. You can, however, purchase an individual or family subscription through a separate account with its own unique login.

  • Can I purchase an add-on with my account?

    You cannot add an add-on to a prepaid account. You can, however, purchase an individual or family subscription through a separate account with its own unique login.

  • How do I cancel my account?

    Prepaid accounts cannot be cancelled. You may discontinue use of eMD Access at anytime. Your account will remain active while being covered as a benefit through your employer or insurance company.


SUBSCRIPTION

  • What types of subscription plans are available?

    72 Hours: Select this option and pay a one time fee of $40 for up to 72 hours of access to physician care.

    Individual: Select this option and pay $9.95 for one adult and get up to 20 visits a month. Subscription is renewed automatically on the 1st of every month. Plan can be cancelled anytime.

    Family: Select this option and pay $19.95 for up to four family members and up to 50 visits a month.

    You can include additional family members for $4.95/month after purchasing the family plan. Subscription is renewed automatically on the 1st of every month. Plan can be cancelled anytime.

  • When do I get charged the monthly subscription fee?

    When signing up for a new account, you will be charged a prorated fee at the time of purchase (this fee will depend on the day you are registering). You will get immediate access to speak to a physician.

    Your monthly subscription fee will then be charged on the 1st of every month.

  • How can I change my subscription plan?

    From your account homepage, select “My Account” from the main menu. Then click on the “Manage Subscriptions” tab. Click on the “Change Plan” button to view descriptions of available plans and to make a change to your existing subscription.

  • How do I update my payment method?

    From your account homepage, select “My Account” from the main menu. Then click on the “Manage Subscriptions” tab. Click on “Update Payment Method.

  • How do I cancel my account?

    From your account homepage, select “My Account” from the main menu. Then click on the “Manage Subscriptions” tab. Click on the “Change Plan” button, on the next screen you will see a hyperlink for “Cancel Plan.”

  • Can I get a refund?

    eMD Access subscription fees are non-refundable. However, if you would like to cancel your service, you may do so by clicking on “My Account” from the main menu, then selecting the “Change Plan” button on the “Manage Subscriptions” tab. You will see a hyperlink for “Cancel Plan.”

    Once you confirm cancellation, you will retain access to all services until the end of the billing cycle. On the 1st of the next month, you will not be charged the subscription fee and your account will become inactive. You will not be able to start new visits but you will still have access to view your Visit History.

  • If I cancel my subscription in the middle of the billing cycle, will I be issued a refund?

    eMD Access subscription fees are non-refundable. You will retain access to all services until the end of the billing cycle. On the 1st of the next month, you will not be charged the subscription fee and your account will become inactive. You will not be able to start new visits but you will still have access to view your Visit History.

  • If I change from a family plan to an individual plan, will I be issued a refund?

    eMD Access subscription fees are non-refundable. You and all family members on your account will retain access to all services until the end of the billing cycle. On the 1st of the next month, you will only be charged the new, individual subscription fee and family members will become deactivated.

    Although family members will not be able to start new visits, you will still have access to view their Visit History*.

    *If a family member was privatized, they will still have access to view their Visit History under their privatized account login.

  • Can I use a FSA/HSA card to purchase a subscription?

    No, eMD Access does not currently accept FSA/HSA payments.

  • Failed payment help

    To verify or update your payment information, navigate to “My Account”, then select the “Manage Subscriptions” tab. Clicking on the “Update Payment Method” will display what information is on file and allow you to make changes.


TECHNICAL

  • What browsers are supported?

    • For iOS users: Safari
    • For Android users: Chrome, Firefox, Edge
    • For MacOS users: Safari, Chrome
    • For PC users: Chrome, Firefox
  • Are there apps available?

    Yes! Search “eMD Access” in the Apple or GooglePlay store on your device to download our latest apps!

  • The app is not working for me but I need to speak to a doctor.

    eMD Access services are still available via browsers. From a supported browser on your device navigate to “care.emdaccess.com” to log in.

  • The eMD physician initiated a video/audio visit with me but they couldn’t hear/see me.

    Check that you have enabled use of your microphone and camera by the eMD App and/or your browser in your phone settings.

Couldn’t find an answer to your questions? You may also call Customer Service directly at 512-421-5678, Monday – Friday 8 – 5 pm.