Troubleshooting tips for Telemedicine

You will find below a list of common issues that may occur while using Telemedicine services, and tips to solve them.

I am not receiving the verification code on my phone.

During the Telemedicine registration process, a verification code (also known as OTP code) will be sent to the phone number you provide in the field. If you are not receiving this code, it might be for one of the following reasons:

• Your phone number is not from Canada or the United States: Currently, only phone numbers registered in Canada or in the United States can receive a verification code. Please make sure that you are using a Canadian or American phone number.

• The number is blocked: You might have previously blocked the number attempting to send you the code. Please check your phone's spam inbox and related settings. If you are still having issues, do not hesitate to contact our customer support.

• You are not using a mobile phone: Verification codes cannot be sent to landlines. Please make sure that the number you are providing is connected to a mobile phone.

I am stuck in a loop while trying to register for Telemedicine.

If you are having difficulty going through the registration process for Telemedicine, please call our customer support team at 1-866-644-6881.

Please note that customer support may ask you to provide any error messages you encountered, detailed steps of your experience, or other information that could help the team solve your issue.

I am unable to link my Maple account.

If your email is linked to an existing account on Maple, our Telemedicine service provider, you will need to link your accounts in order to access our Telemedicine platform. To do so, you must enter the password for your Maple account. If you do not have your password, you can visit Maple's Contact Us page and send them the following message:

Hi, I am trying to complete my Telemedicine account registration with sparrow, but I forgot my Maple password, so I am unable to connect the accounts. Can you please help me reset my password?

The Maple support team will be able to help you reset your password and link your accounts.

My address is invalid.

To register for our Telemedicine service, you need to provide an address in Canada. If the mailing address saved in your sparrow account is in another country, you will be asked to update it to a Canadian address to register.

You can update your address from your Account settings. For detailed instructions, read Update your personal details.

I am seeing an error message with a Telemedicine error code.

The table below explain the meaning of our Telemedicine error codes and the steps to take if you encounter them.

Table 1. Telemedicine error codes

Error Code	Message	How to solve
000001	An unknown error occured.	Try to reload the page, or go back to the previous page, and try again.
100005	Account cannot be created.	The verification code (OTP code) you entered may be incorrect or expired. Generate a new code and try again. If the problem still occurs with the new code, contact our customer support team at 1-866-644-6881.