Steps to take if you did not receive your telemedicine link or it's not working

This article provides you with detailed information on the 24-hour appointment reminder email you will receive in advance of any therapy appointment. Similarly, it reviews who to contact if you do not receive the appointment confirmation email with the link to your virtual visit. Lastly, if your virtual visit link does not work or the system is down this article addresses how you can handle this situation.


24-Hour Appointment Reminder Email with Virtual Visit Link

Patients should always receive an email 24 hours in advance of any therapy appointment that contains the link to the virtual visit (via Zoom). First, always check the email inbox of your email on file with Rula to confirm whether you received the link to your virtual visit. The email will be sent from Mental Health Specialty Group (


Telemedicine (Zoom) Link Not Received

If you do not receive the 24-hour appointment confirmation email with the link to your virtual visit, please confirm the details of your appointment (date and time). If you confirm the correct appointment date and time and still do not find an email with a link to your appointment, please email to have a new link sent to you.


Video Visit Is Not Working

In the event all AdvancedMD (AMD) links are not working or the system is down, therapists who are contracted through Rula are approved to use a personal HIPAA-compliant video platform as a backup system for telehealth appointments, or they can opt to conduct the visit via phone call.

In the event of an outage, your therapist will coordinate an alternate means of conducting your virtual visit, potentially via one of the HIPPA-Compliant video platform options (as identified by Health and Human Services) listed below.

  • Skype for Business / Microsoft Teams
  • Updox
  • VSee
  • Zoom for Healthcare
  • Google G Suite Hangouts Meet
  • Cisco Webex Meetings / Webex Teams
  • Amazon Chime
  • GoToMeeting


Rula does not endorse or recommend any of these platforms. Rula will not be monitoring or controlling HIPAA compliance for providers using personal platforms.


Additional Resources

  • General technical troubleshooting tips- Detailed instruction that you can use for troubleshooting general technical issues before contacting customer support. It provides best practices including how to clear Cache/Cookies, how to restart or refresh your Internet browser, program, or computer, and how to use a Chrome browser
  • AdvancedMD (AMD) technical support and troubleshooting - Detailed instruction you can take within the AdvancedMD Patient Portal to troubleshoot potential issues


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