Notice: AT&T, T-Mobile, and Verizon help Veteran subscribers avoid data charges when using the VA Video Connect app on their networks. This enables Veterans to access their VA care teams through telehealth with fewer worries about data fees. Learn more information and review limitations specific to each of VA’s cellular partners.
Introduction
VA Video Connect is VA’s secure videoconferencing app. It is designed to help Veterans and their caregivers quickly and easily meet with VA providers through live video on any computer or mobile device with an internet connection. VA Video Connect also includes optional live captioning and a historical transcript view to support accessibility during sessions.
With VA Video Connect, you can take part in video sessions with your VA care team and gain access to specialists from across the country. Talk with your VA provider about using VA Video Connect if you have limited access to VA facilities, lack the time to regularly attend in-person appointments, or don’t require a hands-on physical examination.
For help with this app, contact the Office of Connected Care Help Desk at 866-651-3180. The help desk is available 24 hours a day, 7 days a week.
Features
- Participate in secure video sessions with your VA providers.
- Virtually meet with specialists located outside of your area.
- Receive virtual care for health concerns that do not require a hands-on physical examination.
- View real-time captions and transcript during sessions.
Get Started
- Speak with your VA care team to determine if VA Video Connect is right for you. Note that telehealth services are based at VA Medical Centers, not Community-Based Outpatient Clinics or Vet Centers. To find your nearest VA Medical Center, use the VA facility locator and select “VA Health.”
- Set up your device. Once you make an appointment to meet with your VA provider through VA Video Connect, you will receive an email notification from VA with instructions.
- Windows and macOS. VA Video Connect opens automatically in a web browser on Windows and macOS devices after clicking the link in your email. Download the guide.
- Android. Android users can search for VA Video Connect on Google Play and then download it for free. If a device does not have the app installed, the device will launch VA Video Connect Web when joining a video session. Download the guide.
- Apple iPad and iPhone. Apple users can visit the Apple App Store and search for VA Video Connect. For VA Video Connect sessions that do not include the use of VA peripherals, the app is recommended but not required. If a device does not have the app installed, the device will launch VA Video Connect Web when joining a video session. Note: Some email apps on iOS devices such as Gmail and Yahoo will need to be set to open the Safari browser for VA Video Connect to open.
Test Your Device
Test your microphone and speakers on the VA Video Connect test site. To test on your mobile device, text “V” to 83293 (standard rates may apply). Reply “HELP” for help or “STOP” to opt out. You can also request a practice session from your VA care team, the Office of Connected Care Help Desk, or the National Tablet Team if you have a VA-issued device.
Troubleshooting Tips
This video provides tips to help troubleshoot and resolve each of the seven main issues that Veterans commonly face when using VA Video Connect:
Tip 1: I can’t find my VA Video Connect appointment email. (0:11)
Tip 2: My appointment link won’t work. (0:42)
Tip 3: The virtual medical room page won’t load in the browser. (1:27)
Tip 4: The virtual medical room takes a long time to load. (2:00)
Tip 5: I cannot hear or speak to my provider. (2:34)
Tip 6: I cannot see myself or my provider on the screen. (3:24)
Tip 7: The video picture freezes or audio cuts in and out. (4:02)
Training Materials
FAQs
Who can use VA Video Connect?
To use VA Video Connect, you must:
- Be enrolled in VA health care. Speak with your VA care team to decide whether to use VA Video Connect for a medical appointment.
- Have an email account where you can receive your appointment link. If you are using an iOS or Android device, you must install the VA Video Connect app from the Apple App Store or Google Play before joining your session.
What type of equipment do I need to use VA Video Connect?
VA Video Connect works on nearly any internet-connected device with a camera, microphone, speakers, and a web browser (e.g., smartphone, tablet, laptop, or desktop computer).
VA Video Connect works over most bandwidth connections, including cellular data (3G or higher recommended), although high-speed internet will provide the best experience.
Is there an app I need to download to use VA Video Connect?
If you are using a Windows device (e.g., desktop computer, laptop, or tablet), no app download is required. The session will launch automatically after the appointment link is selected from the email invitation.
If you are using an iOS or Android mobile device, you will need to download the free VA Video Connect app from the Apple App Store or Google Play.
To learn more about how to download the app, watch the VA Video Connect Instructions for Patients video.
How do I test my connection and audio/video settings before the video appointment starts?
To test, visit the VA Video Connect test site on your computer or mobile device. Additionally, you can contact the Office of Connected Care Help Desk at 866-651-3180 for live one-on-one assistance with a technician. Veterans with a VA-issued device can also contact the National Tablet Team.
Can I use the same link for all of my VA Video Connect sessions?
No, you cannot use the same link for all VA Video Connect appointments. Each appointment has its own unique link, which you will receive by email. (Note: Some VA Video Connect recurring group sessions may use a recurring link.)
How do I join my video appointment with my provider?
Click on the link in the invite you received via email (or saved to your calendar). The appointment will begin when your provider arrives.
See below for links to additional guidance on how to access VA Video Connect on various browsers and devices:
How do I turn on live captions?
You can turn live captions on or off at any time during a session by clicking the closed captions (CC) button on the menu bar. When enabled, captions appear in real time at the bottom of the screen. You can also view a running transcript of the session while it is in progress by opening the left side panel.
Are captions saved or downloadable?
No. Live captions and the historical transcript are only available during your session and cannot be saved or downloaded. Audio, video, chat, captions, and historical transcripts are not stored due to VA Video Connect’s strict focus on privacy and security. Your VA provider will document any care-related information in your electronic health record.
Will a family member or caregiver be able to join my VA Video Connect appointment?
Yes, VA Video Connect’s virtual medical rooms allow for multiple participants. To learn more about how to add participants to your VA Video Connect appointments, watch the VA Video Connect for Family Members and Caregivers video.
How much data will be used if I connect to a VA Video Connect session on my mobile phone?
This depends on how long the session is. If possible, connect over Wi-Fi if you have a limited data plan. Talk to your service provider if you have questions about data costs and usage.
Is the video connection with VA Video Connect secure?
Yes, only invited participants can enter a virtual medical room for a session in VA Video Connect. Participants can always see who has joined. The VA provider can also lock the room once all invited participants have arrived so that no one else can join the appointment.
Help
A built-in information feature is available in the app. Tap the i icon, and a pop-up Information box will appear. Tap Help, and a pop-up Help box will appear with information about how to contact the help desk and provide general feedback.
For help with this app, contact the OCC Help Desk at:
Call: 866-651-3180
Hours: 24 hours a day, 7 days a week.