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Frequently Asked Questions

For more information or for any questions not listed, please call MDLIVE at 1-866-954-3584

General Information

MDLIVE is online care with real doctors and mental health therapists. Have a visit by phone or video. MDLIVE is easier, faster, and costs less than urgent care clinics or ER visits.
Urgent care is not for emergency care. For urgent needs, see a doctor in minutes, 24/7/365. You will need an appointment for routine, wellness, and mental health care. Your doctor can send medicine right to your pharmacy if needed.
Check your plan to make sure your pharmacy is in network. You will need an appointment for primary, routine, or mental health care.
MDLIVE is offered in the United States and Puerto Rico.* MDLIVE doctors will be licensed in the state where patients are during their visit.

*In New Mexico and the District of Columbia:
- Urgent Care visits must be by video.
- The first Primary Care visit must be by video. Follow-ups can be by phone or video.
- Therapy visits can be by video or phone based on the provider.
- The first psychiatry visit must be by video. Follow-ups can be by video or phone.

All MDLIVE doctors are U.S. board-certified. They are trained in online care. MDLIVE doctors can treat a wide range of patients and issues. They have an average of 15 years of experience. Most doctors also offer in-person care outside of MDLIVE.
Yes. We take your privacy very seriously. We comply with the MDLIVE Code of Ethics and HIPAA rules. Laws are in place to protect your privacy. Some states have even stricter laws in place to protect your personal health information.
Yes, some of our doctors speak other languages. Right now, all MDLIVE health care is offered in English. Some services may also be in both English and Spanish. The MDLIVE patient site is available in English and Spanish.
You can easily create your account with one of the following methods:

- Online at
- Call our toll-free number: 1-866-954-3584
- Download our mobile app, available on iTunes and Google Play


Note: Once you add each member to your account, you will get an email to confirm. You will need an account for every member you add. This includes dependents. All members (including children) must have their own account. You can still see their accounts if you log in with your username and password.

Medical Care with MDLIVE


- You can't see your regular doctor
- You need care any time, day or night, including weekends and holidays
- You might go to an ER or urgent care clinic for a common health issue
- You need to request prescriptions or get refills
- You're traveling and in need of medical care

Acne
Allergies
Cold & Flu
Constipation
Cough
Diarrhea
Ear Problems
Fever
Headache
Insect Bites
Nausea
Pink Eye
Prescriptions*
Rash
Respiratory Problems
Sinus Infection
Sore Throats
UTI (Females, 18+)
Vaginitis**
Vomiting
And more

*Prescriptions are available at the physician's discretion when medically necessary. A renewal of an existing prescription can also be provided when your regular physician is unavailable, depending on the type of medication and with a limited number of refills.

**MDLIVE treats vaginitis in patients 26 years of age and older.

Children under 18 can see a doctor using MDLIVE. You can choose a children's doctor or a family doctor. A parent or guardian needs to be there when the child and doctor meet.
*MDLIVE cannot provide care for children under three with a fever, children under three with ear pain, or children under three with eye issues.
A visit takes about 10 minutes.
Your visit cost depends on your health plan. You'll see how much it is before setting up your visit.
If you still need to pay after you use your health plan benefit, you can use a credit card, debit card, or a health plan account. You'll give your payment information before your visit. You'll only be charged AFTER the visit is done and your benefits are applied.
You'll get a full refund if you cancel at least 24 hours before your visit.
Yes. Your health plan will process the claims, and you'll get an explanation of benefits (EOB).
Yes. Your MDLIVE doctor can write a prescription for the medications you need and send it to your pharmacy. For a list of the medications MDLIVE can't prescribe, click here.
If your pharmacy can't get e-prescriptions, your doctor can fax them.
Please note:
MDLIVE doctors will prescribe antibiotics in accordance with sound medical practice. As such, prescriptions will adhere to recommended dosage when issued. The MDLIVE physicians closely monitor prescription use through the patient's EMR (Electronic Medical Record) and will refer a patient to their PCP (primary care physician) if prescriptions are not having the desired effect or if the doctor believes in-person care is required.
IMPORTANT: Some state laws require that a physician can only prescribe medication in certain situations and are subject to certain limitations. MDLIVE doctors do not prescribe DEA-controlled substances, including narcotics, pain medications, or mood stabilizers for non-therapeutic use and/or those which may be harmful (potential for abuse or addiction).
No. MDLIVE is for non-emergency health issues only. Do NOT use telehealth if you have a medical emergency. Call 911 right away.
If telehealth can't help your health issue, the doctor will refer you to in-person care. MDLIVE can't help any dependent who doesn't come to their consultation and children who don't have a parent or guardian with them. MDLIVE also can't care for anyone outside the U.S. or Puerto Rico.
Yes, you can upload and share an image of a rash, eye issue, or injury.
Yes. You'll fill out a health profile and risk assessment so your doctor can fully understand your health before meeting.
Yes. You can permit MDLIVE to share notes with your regular doctor if you want.
Yes. MDLIVE will send you a visit summary after your visit. You can choose to share your visit summary with your regular doctor.
Yes. If you are referred to another doctor, the visit fees still apply.

Behavioral Health with MDLIVE

With virtual behavioral care, you can see an MDLIVE therapist or psychiatrist via video or phone, anywhere and anytime that works for you.
  • Addictions
  • Anxiety
  • Bipolar Disorder
  • Depression
  • Grief and Loss
  • LGBTQIA Support
  • Life Changes
  • Men's Issues
  • Panic Disorders
  • Parenting Issues
  • Postpartum Depression
  • Relationship Issues
  • Stress Management
  • Trauma & PTSD
  • Women's Issues
  • And More

The cost of the visit depends on your medical plan. Your cost will be displayed to you prior to setting up your appointment.

If any payment is due after your health plan benefit is applied, you may pay with a credit or debit card, health savings account, or flexible spending account. Your form of payment will be requested prior to the visit but will only be charged AFTER the visit is completed and benefits information is received from your health plan.

You can cancel your appointment and receive a full refund, provided you cancel at least 24 hours before your appointment time.

Visits with a therapist are typically 45 minutes. Initial appointments with a psychiatrist are typically 20 minutes on average. Follow-up visits for medication management are 15 minutes.*

*Psychiatric session times are approximate and can vary in length of time up to an hour.

MDLIVE virtual behavioral services can typically be scheduled within 4-7 days. Once you choose a provider, you can schedule an appointment at a convenient time for you. Many doctors offer appointments during daytime, evening, and weekend hours.
Absolutely. MDLIVE behavioral health services are meant to be ongoing. At the end of your visit, your provider will schedule a follow-up appointment.
You can select a provider of your choice from the MDLIVE national network of licensed therapists, as well as board-certified psychiatrists. Each provider is credentialed according to NCQA guidelines and trained on best practices in virtual behavioral care.
A therapist provides guidance and support by talking with you. They do not prescribe medications. A psychiatrist is a medical doctor who primarily prescribes medication for the treatment of behavioral health conditions.
Yes. Similar to an in-person appointment, your provider will work to understand how you're currently feeling as well as any important history, what you'd like to accomplish, and then work with you to identify the right treatment plan for you. With virtual care, you have the added conveniences of no travel time and can receive care health anywhere.

Only psychiatrists can prescribe medications. If appropriate, your doctor will send your prescription electronically to the pharmacy of your choice. If your pharmacy is unable to receive e-prescriptions, a traditional prescription is generated for MDLIVE doctors to sign and fax.

Note:
MDLIVE psychiatrists can prescribe many types of antidepressants and mood stabilizers, among other things. They cannot prescribe DEA-controlled substances (narcotics, benzodiazepines, or stimulants).

No. All behavioral health visits are scheduled in advance. Schedule an appointment with a therapist or psychiatrist and connect by phone or video. Convenient times are available, including evenings and weekends.