Frequently Asked Questions
For more information or for any questions not listed, please call MDLIVE at 1-833-599-0444
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: 1-833-599-0444
- 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.