Frequently Asked Questions

Below is a list of common questions regarding the mobile app. If you need further assistance, please contact Customer Support by phone at 855-635-1393 or by emailing support@americanwell.com.

Do I need an account to use the app?

You don’t need an existing account to use the mobile app. When you open the app for the first time, you’ll be asked to enter some basic information which will be used to create your profile. You’ll receive an email with instructions on how to access your account and have live visits online.

Can I have a visit for my child?

Yes! To have a visit for your child, create your own profile first. Once you’ve selected a doctor, you’ll be asked who the visit is for. There, you can enter your child’s information for the visit.

What is a Group/Service Key?

Your employer or health plan may give you a code to enter when you enroll. This code may give you special pricing or provider services. If you didn’t receive a code, just leave this field blank.

The app said it found an existing account; what does that mean?

Based on the information you entered, we may have found an account that looks similar to yours. This can happen if you’ve already enrolled online, or if your employer or health plan pre-enrolled you in the service. To use this account, select the option to email yourself a pairing code, which will automatically link the app to your account.

Why do you need to know my state?

Your state is used to match you up with physicians who are licensed in that area. If you travel and find yourself in a new state, please update your location in the Settings area, so that we may continue to show you appropriate providers.

Why am I required to enter my phone number?

If your visit is interrupted for any reason, the provider can use this number to call you back and finish your conversation. He or she may also want to follow up with you after your visit.

What does the Message button do?

If you’d prefer to send the provider a secure message (it’s like an email, but HIPAA-compliant), you can do so by tapping the Message button in the provider’s profile. You can attach a photo to this message, which may be helpful for certain conditions (e.g., skin rashes, cuts and bruises). Please note that secure messages may not be read immediately, and should not be used when seeking treatment from the provider.

Is the app available on all devices?

The mobile app is available on most iOS and Android devices. Below is a complete list.

1 Some devices (e.g., Samsung Galaxy S2, Samsung Note 10.1, Pantech P9070) are not supported at this time

See the list of Frequently Asked Questions above for help with common issues. If you need more assistance or have questions about using the app, please contact Customer Support.