Why can’t I login?

If you are unable to login to MyTeleMed, please reach out to Customer Service at 1-888-212-8444 to reset your password.

Why does the app keep logging me out?

By default, MyTeleMed will log you out automatically after 30 minutes of inactivity. If your organization has allowed the session timeout feature, you can toggle this feature on to remain signed in until you log out or reach 30 days of inactivity.

For more information on the session timeout feature please click here.

Why are my notifications not coming through?

If you are not receiving your MyTeleMed notifications, please review your notification settings in the app and on your device’s (iPhone, Android, etc.) settings. Ensure your device is not in Do Not Disturb mode. If you are unable to resolve your concern, please reach out to customer service at 1-888-212-8444.

Why can’t I return the call using the app?

If you are unable to use the return call feature, please add CareXM's Outbound Dial number to your contacts: 404-736-1880, and ensure that the contact is not listed on your device's Blocked Numbers list. If this does not resolve the concern, please review the information below to ensure that 404-736-1880 is not being blocked by your carrier's Call/Spam Filter app. If you still require assistance, please contact Customer Service at 1-888-212-8444.

• AT&T Users: AT&T has "ActiveArmor" on their devices to protect their customers from unwanted calls on their smartphones. Ensure "Nuisance Calls" and "Spam Risk" are set to "Flag" instead of "Block."

• Verizon Users: Verizon has added “Call Filter” to their devices to protect their customers from unwanted calls on their smartphones. Please check your device for the “Call Filter” app and add 404-736-1880 to your list of “Allowed” numbers.

• T-Mobile Users: T-Mobile has added “Scam Shield” to their devices to protect their customers from unwanted calls on their smartphones. Please check your device for the “Scam Shield” app and add 404-736-1880 to your list of allowed contacts by following the steps below.

To manually add a number to your Allow list, select the "Manage" icon and select the "Allow" tab. Select the "+" button located at the top right-hand corner and manually enter the 10-digit number you would like to send to add to your "Allow" list in the search box. Recent activity will appear as you type, selecting any number in the results will show a check mark over the icon, you may then select the “Allow” button at the bottom of the screen to add one or multiple numbers that you may have selected. If the number is listed on your Activity screen, select the number and from the expanded view, select the “Allow” icon. You may also select “More” and “See details” to view options to add the number to your Allow list.

Can I delete the messages that have been taken care of?

Messages cannot be deleted, however, you can archive them to clear your inbox. 

Can old messages be pulled from the app?

If you are unable to find the message you're needing from the MyTeleMed Mobile App, please reach out to Customer Service at 1-888-212-8444 to submit a research request. Please note, anything sent through the Secure Chat feature cannot be pulled. 

Are all calls recorded?

All calls are recorded and can be requested by reaching out to Customer Service at 1-888-212-8444.