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ZipHealth AVC and Waiting room guide

Overview

Use this guide to understand why a Video Consultation (Asynchronous Video Consultation / AVC) is required, check ZipHealth Waiting Room hours and state availability, book or join your consultation, and resolve camera, microphone, or browser permission issues across all devices.


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Use this article when you want to:

  • Learn why a Video Consultation (AVC) is required for your state or treatment.

  • View the list of states that require video or phone consultations.

  • Understand validity periods for one-time purchases, subscriptions, and required 6-month check-ins.

  • Know what to expect during your consultation with a licensed clinician.

  • Join an immediate queue ("Connect with a clinician now") or book a scheduled appointment ("Book a Call").

  • Reschedule a missed video consultation appointment.

  • Troubleshoot camera, microphone, and browser permissions on iOS, Android, Mac, or Windows.

Why Is a Video Consultation Required?

In accordance with federal and state telehealth regulations, patients residing in certain states must complete a consultation with a licensed medical professional before prescription medication can be authorized and dispensed. Orders cannot be processed until the required consultation is completed.

Video consultations help:

  • Confirm your identity and medical eligibility.

  • Support safe prescribing practices and evaluate treatment needs.

  • Ensure compliance with state-specific telehealth laws.

Consultation Requirements by State

Depending on your state of residence, your consultation may require audio/video or audio-only via phone:

  • Audio/Video Consultation (AVC) States: An audio and video consultation with the prescriber is required for patients residing in:

    • Arizona

    • Idaho

    • Louisiana

    • New Hampshire

    • New Mexico

    • Utah

    • Washington, D.C.

    • West Virginia

  • Phone Consultation States (Audio-Only Allowed): These states do not require the video portion of the consultation and can be transferred to providers via the phone system to complete an audio consultation:

    • Idaho

    • Kansas

    • New Mexico

    • Washington, D.C.

    • West Virginia

Note: State telehealth requirements and the list of affected states may change over time based on regulatory updates.

Consultation Validity & Subscription Check-In Rules

After completing your required consultation, its validity depends on your order type:

  • One-Time Purchase Orders: Require an AVC every 90 days. A new AVC is also required immediately if your medication or dosage changes.

  • Subscription Orders: AVCs are valid for 12 months, provided your medication and dosage remain the same. If your medication or dosage changes, a new AVC is required.

  • 6-Month Subscription Check-In: Subscription orders require a "check-in" at the 6-month mark, requiring the patient to log in to their account to review and update their medical history questionnaire.

What Happens During a Video Consultation?

During your consultation, a licensed healthcare professional will:

  • Review the health history and responses provided in your online intake assessment.

  • Confirm your identity.

  • Discuss your symptoms, medical history, and treatment goals.

  • Determine whether the requested prescription is clinically safe and appropriate for you.

Please Note: Completing a video consultation does not automatically guarantee prescription approval. Final authorization depends entirely on the clinician's professional medical evaluation.

ZipHealth Waiting Room Opening Hours

The ZipHealth Waiting Room is the secure digital area where you wait to connect with a provider licensed in your state:

  • General Schedule: Staffed by licensed prescribers on most days, except Thursdays and Saturdays.

  • Operating Hours: Coverage typically begins around 10:00 AM EST and continues into the evening, with periodic gaps in coverage throughout the day.

  • State Availability: Because clinicians must be licensed in your specific state of residence, waiting room open hours may vary depending on where you live.

  • Scheduling: If the waiting room is not currently open for your state, use the "Book a Call" option to select a future appointment time.

How to Book or Join Your Video Consultation

Patients are prompted to schedule their required AVC immediately after completing their order.


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Step 1: Log In to Your Account Dashboard

Log in to your ZipHealth account and select Account in the top-right corner to open your Account Dashboard.


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Step 2: Choose Your Connection Option

Your dashboard will display available options based on current provider coverage in your state:

  • Connect with a Clinician Now: If visible, select this button to join the live queue for an immediate same-day consultation (subject to real-time provider capacity).

  • Book a Call: Select this option to schedule a specific date and time. Check your email inbox for a confirmation containing your appointment details and a secure join link.

  • Manage My AV Call: Navigate to your Order History and select this option to check if the digital waiting room is open for queuing or to manage your booking.

Step 3: Prepare Your Environment & Test Hardware

Before joining, ensure you are in a quiet, well-lit, and private space where you can discuss your medical history freely. Using headphones is recommended to improve audio clarity and maintain privacy.


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Click "Join your consultation" or "Test your audio and video". Allow browser access to your camera and microphone when prompted. Once your camera preview displays and the microphone visualizer detects your voice, select "It's working" / "My Camera Works" to enter the queue.


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What If You Miss Your Appointment?

If you miss your scheduled video consultation:

  1. Check your email for an automated message containing rescheduling instructions.

  2. Log into your ZipHealth account and go to Order History.

  3. Select "Manage My AV Call" to choose a new, convenient appointment time.

Device-by-Device Technical Troubleshooting

If you encounter technical issues or cannot grant camera/microphone permissions, locate your device below and follow the steps:


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iPhone or iPad (Apple Safari)

  1. Accessing the Call: Open Safari, log in to your account, and tap "Connect with a clinician now" (or use the link in your email). Tap "Test your audio and video".

  2. Permissions Pop-up: When prompted ("ziphealth.co" Would Like to Access the Microphone and Camera), tap Allow.

  3. Manual Settings (If Pop-up Fails):

    • Open iOS Settings > Safari.

    • Under Settings for Websites, tap Camera and set to Allow.

    • Tap Microphone and set to Allow.

  4. Rejoin: Return to Safari, refresh the page, and repeat the audio/video test.

Android Phone or Tablet (Google Chrome)

  1. Accessing the Call: Open Chrome, log in, tap "Connect with a clinician now," and select "Test your audio and video".

  2. Permissions Pop-up: When prompted (www.ziphealth.co wants to use your microphone/camera), select "Allow while visiting the site" or "Allow this time".

  3. Manual Settings (If Pop-up Fails):

    • Open Android Settings > Apps > Chrome > Permissions.

    • Select Camera and set to "Allow only while using the app".

    • Select Microphone and set to "Allow only while using the app".

  4. Rejoin: Return to Chrome, refresh the webpage, and complete your hardware test.

Apple Mac Computers (Safari or Chrome)

  1. Accessing the Call: Open Safari or Chrome, log in to ZipHealth, and click "Test your audio and video".

  2. Permissions (Safari): Click Allow when prompted. If no pop-up appears, click Safari in the top menu bar > Settings for This Website > set Camera and Microphone to Allow.

  3. Hardware Check: Confirm your face displays on screen and the mic visualizer bar moves when you speak. If using external webcams or headsets, unplug and reconnect them before refreshing.

Windows PC (Google Chrome or Microsoft Edge)

  1. Accessing the Call: Open Chrome or Edge, log in, and click "Connect with a clinician now".

  2. Permissions (Chrome): Click Allow when prompted at the top of the browser. If blocked, click the Three Dots (Menu) > Settings > Privacy and security > Site settings > Camera / Microphone > select "Sites can ask to use your camera/microphone".

  3. Rejoin: Refresh the browser page and confirm your video feed and audio indicator respond.

General Technical Checklist

If you are still unable to connect or join the waiting room queue:

  • Restart Your Device: Rebooting clears background system processes using your camera or mic.

  • Close Competing Applications: Completely exit apps that use your camera or microphone in the background (such as Zoom, FaceTime, MS Teams, or WhatsApp).

  • Check Browser & Network: Use Google Chrome or Apple Safari updated to the latest software version on a stable Wi-Fi or cellular data connection.

  • Check Audio Settings: Confirm your device speakers are unmuted and the volume turned up.

Need Further Support?

If you still need help after reviewing the information above, additional assistance is available.

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