Why didn’t I get a call from my online doctor?

You may have Do Not Disturb, Sleep Mode, or Focus Mode turned on, on your phone. 

Sometimes, your phone’s built-in settings might block our clinicians from reaching you. This is especially important to note if you have an upcoming appointment with a clinician after hours. 

Here’s how features like Do Not Disturb, Sleep Mode and Focus Mode on your phone does, how it can interfere with video calls and what you can do to fix it.

Do Not Disturb

Silences calls, alerts and notifications often based on time of day or manual toggle.

Sleep Mode

Activates Do Not Disturb + dims the screen and reduces notifications at night.

Focus Mode

Blocks certain apps and notifications based on what you’re doing (e.g sleeping, working).

How to make sure you get your call from a Tend clinician

For Apple iOS Users (iPhone, iPad)

• Do Not Disturb: How to customise your Do Not Disturb settings 
• Sleep Focus: How to customise your Sleep Focus settings
• Focus Mode: How to customise your Focus Mode settings

For Android Users

• Do Not Disturb: How to customise your Do Not Disturb settings 
• Bedtime Mode: How to customise your Bedtime Mode settings‍
• Focus Mode: How to customise your Focus Mode settings

Could I be charged if I miss my online GP call? 

If you don’t pick up your video call, we’ll try to contact you again or send a message in the app. However, if the consultation can’t go ahead and we haven’t heard from you, your appointment may be marked as “Did not arrive”, and a cancellation fee may apply in line with our Terms of Service.

How to avoid missing your appointment

• Keep your phone close and notifications on.
• Set an alarm 10 minutes before your appointment as a reminder.
• Make sure your phone does not have Do Not Disturb, Focus Mode, Bedtime/Sleep Mode turned on.
• Watch for a message in the app if the clinician is trying to reach you.
• Make sure your device has sound on and is not muted.
• Stay connected to Wi-Fi or mobile data.