Frequently Asked Questions (FAQ)

Thanks for using the Atlantic.Care platform. Here is a helpful list of frequently asked questions:

Information for Providers 

How can I activate my account?
Please follow the steps in the registration email that we sent to you. If you have not yet received your registration email, simply email us at support@atlantic.care

How do I create an Appointment?
Once your account has been registered, then you can login at atlantic.care and click “Create a New Appointment” button on the left. You then must provide the details for your appointment – A Name, the Date/Time of the Appointment, and the Email Address of any attendees. Note that you can add 1 attendee (email) or multiple (add multiple emails, one at a time and click the Plus icon).

What happens after I schedule an appointment?
An appointment email is then sent to any attendees, along with your name, the date/time of the appointment, your organization name, and it sends a calendar invite so they can add their appointment into their personal calendar. Note that if they decline the invite, then you will receive a notification back to your email. It also sends the attendee a unique Meeting Code (this is a 6 digit number specifically for that person). The meeting code allows them to enter the meeting that you have scheduled.

How can attendees join a video session?
Attendees can join a session via:

How can I set my Timezone?
It is important to set your timezone! By default our platform is in Atlantic time. Simply click your name at the top right (once logged in) and click “Account Settings”, then change “Preferred Timezone” to your correct timezone.

How can I see upcoming meetings?
You can see a list of your upcoming meetings on the right side of your screen. Meetings that move into the Active Meetings section are happening right now! You can also see your meetings in your personal calendar as well (as long as you add them into your calendar when you receive your notification email). You can join a meeting up to 5 minutes in advance of the start date/time.

Can I schedule meetings from my mobile device?

You can not schedule meetings from your mobile device at this time. Providers must login via the web and schedule meetings. That being said, when it comes time to join your meeting, as long as you download the app on your mobile device, you can actually join the meeting from your phone (if you’d like) — it is just the scheduling that must be done via the web.

Can I do meetings without a webcam?
No, a webcam is currently required

Is my video and audio turned on by default?
Yes. To prevent any confusion from our users of the platform, we have currently enabled video and audio as soon as you join the secure session, so please be aware of this. That being said, you can hide your video after you join, and you can toggle mute for your audio.

Can I share my computer screen?
Yes. If you join into the meeting from your PC/laptop/Mac, you can share your screen via the web. There will be an option to share your screen once you are in a meeting session.

Can I cancel a meeting after it is scheduled?
We do not support cancelling from the web, but you can cancel the appointment from your Calendar after adding it in there. That way, your attendees invite will be cancelled because you are the organizer of the meeting.

Can I join a meeting using Apple Safari browser on my laptop? 
No, we do not support Apple’s Safari browser at this time. That being said, you can join via a Macbook using the latest version of Google Chrome or Firefox. You can also download our iOS app on your iPhone or iPad via the Apple App Store – https://apps.apple.com/ca/app/atlantic-care/id1506415530

The attendee is saying the quality is bad 
If you notice that the quality is bad and you are doing webcam to mobile phone app, note that some webcams stream high def wide 16:9 video. Have your attendees turn their phone sideways into landscape mode to be able to see your full width of the screen. This should allow them to have a better viewing experience. 

I need support / help
If you require assistance with anything, simply reach out to our team via our support form here: https://atlantic.care/support/ 

How do I provide feedback on your platform? i.e. Feature requests, improvements, etc. 
We would love to hear your feedback and suggestions regarding feature requests and improvements. Simply use our Jira portal to provide this – https://atlanticcare.atlassian.net/servicedesk/customer/portals 

How long is the Beta period running for?
The Beta period runs until Oct 1, 2020. 

What is cost/pricing?
Please reach out to us via email at sales@atlantic.care and we will provide you a price/user/month for your organization. Note that you can receive 50% off normal pricing if you subscribe before Oct 1, 2020 during our Beta period. 

Information for Patients/Clients

How can I join a video session with my provider? 
You can join a secure video session 3 different ways:

  1. Join by Computer/Laptop via the web. For this option to work, you need to download and install the latest version of Google Chrome or Firefox on your computer. Then when you receive your invitation email from your provider, you can click on the “Join Meeting Via PC/Web” button. 
  2. Join by iPhone using our Atlantic.Care iOS app. Here is the link to download it on the Apple App Store: https://apps.apple.com/ca/app/atlantic-care/id1506415530. Note that you must know your 6 digit Meeting Code to join the session via the app. 
  3. Join by Android device using Atlantic.Care Android app. Here is the link to download it on the Google Play Store: https://play.google.com/store/apps/details?id=ca.clockwork.atlanticcare. Note that you must know your 6 digit Meeting Code to join the session via the app. 

What is a Meeting Code?
For all meetings that take place over the Atlantic.Care platform, to ensure security of the sessions, we provide a unique 6 digit Meeting Code to EACH Participant. This means that when you get invited to a Secure Video Session from your provider, you may be required to enter your meeting code. 

Can I join a meeting using Apple Safari browser on my macbook? 
No, we do not support Apple’s Safari browser at this time.
That being said, you can join a session via a Macbook using the latest version of Google Chrome or Firefox. You can also download our iOS app on your iPhone or iPad via the Apple App Store – https://apps.apple.com/ca/app/atlantic-care/id1506415530

How do I download the apps? 
Here are the links to download the iOS and Android apps:

The quality seems bad of the provider 
If you notice that the quality is bad, and the provider is on a PC/laptop, try turning your phone sideways into landscape mode. Sometimes with high def webcam video it is too wide to view properly in portrait mode. Forcing it into landscape can sometimes help make a better viewing experience.