Frequently Asked Questions

  • Is there a setup fee to use HIPAA Video?
    No. Never. HIPAA Video proudly offers self-service subscriptions that are easy to follow and setup without the need for paid implementation. Should you need our help, our friendly support staff are here to guide you every step of the way!
  • What is HIPAA?
    The HIPAA Privacy Rule established national standards to protect individuals 'medical records and other individually identifiable health information (collectively defined as "protected health information'') and applies to health care clearinghouses and those health care providers that conduct certain health care transactions electronically.
  • What is Telehealth?
    Telehealth is defined as receiving healthcare from your provider from an alternate location through a digital channel. This includes; video calls, over the phone, or through text-based messaging. HIPAA Video is a premium choice for healthcare providers who require easy-to-use, secure, private telehealth visits with their patients.
  • What makes video visits HIPAA compliant?
    For a video chat to be HIPAA compliant it must have three things: encryption, access controls, and audit controls. EPHI (Electronic Protected Health Information) should be safely protected and encrypted, or an equally secure security measure should be in place. Access controls refer to the level of access individuals have to specific information. Audit controls monitor access to secured files to quickly detect and alert for unauthorized access. HIPAA Video was built on the foundation of security and compliance, in accordance with rules established for the protection of confidential communications.
  • How Many Participants Can I Have in Each HIPAA Video Session?
    HIPAA Video allows one-to-one telehealth visits or group sessions of up to 5 participants (including the Host).  You may add other Patients or Staff to any appointment.
  • How much does HIPAA Video cost?
    HIPAA Video is the most affordable choice for Healthcare professionals to help you focus on your patients, not your budget. Now only - $30/mo., per Host License
    • Unlimited Number of Visits
    • No Setup or Hidden Fees
    • No Long-Term Contracts
    • Cancel Any Time
    Why do I need a license? A license is required for you and your Staff user(s) to Host a video visit. How much to add Staff users? There is no limit to the number of unlicensed Staff you may add to your account.  Assistants can help manage your Patients and their appointments at no additional cost!
  • What does it mean when I assign a license to a staff member?
    When a license is assigned to a staff member, that staff member will have the ability to Host and conduct their own telehealth visits.
  • How many licenses during my 14-day free trial?
    Free Trials start with one (1) license to Host video visits.  If you would like to add more Staff and assign Host licenses, add as many Trial Licenses you need!

    • Go to your Staff page
    • Click Add Trial Licenses
    • Increase your License count to the desired number, then click Continue

    Adding Trial Licenses is free for the convenience of trying HIPAA Video.
  • Can I take payments from my clients?
    Yes! HIPAA Video now offers Stripe integration with your paid subscription.  View our article on how to Connect Your Stripe Account for more information.
  • How do I view and/or edit my notes after the appointment?
    You can view or edit your notes any time after the video visit is over.

    • Click Users to see your Patients tab
    • Then, find your Patient and click options next to the Patient’s details
    • Click Edit Notes
    • A small window will appear with the notes you recorded during your visit with the patient.

    If you are editing these existing notes, click Save when you are finished to update edits.
  • Can the Patient see my notes?
    No, Patients cannot see the notes you document in the notes section during a video visit.
  • How do I reset my password?
    Visit the HIPAA Video sign-in page at

    • Choose if you are a Patient or Staff user
    • Click “Forgot Password?”
    • Enter the email address that you use to log in, then click Confirm.
    • You will be instructed to enter the SMS code sent to the phone number you have on file for two-step authentication.
    • After you enter the code, you will be sent an email with a link to reset your password.
    • Click the reset password link in the email and then follow the prompts to reset your password.
  • Does HIPAA Video work in low bandwidth areas?
    Our product is built on a technology that can scale to accommodate both high and low bandwidth conference scenarios.  Many of our users utilize mobile devices with limited connectivity; yet can successfully participate in video communication that would otherwise fail if not for our product’s ability to adapt to network circumstances.
  • Does HIPAA Video offer Business Associate Agreements?
    Yes, HIPAA Video provides a signed Business Associate Agreement (BAA) to all our paid subscribers. When you become a paid subscriber, please contact your Account Success Manager to request a copy of your BAA, or call 1.866.444.7221 Option 1.
  • What makes HIPAA Video HIPAA compliant?
    HIPAA Video complies with HIPAA and HITECH requirements which are required to ensure the privacy and security of our users.  We have added enhanced measures such as multi-factor authentication and strong password requirements. All communication is securely encrypted, end-to-end, using AES-256bit encryption. HIPAA Video's servers are deployed and running on Microsoft Azure Government and all communication between HIPAA Video servers and its users are secure utilizing strong, industry-standard ciphers.  Our company goes above and beyond to comply with the strict laws of HIPAA and HITECH.  For more information, please visit our website at
  • Does HIPAA Video offer consent forms?
    HIPAA Video currently does not offer the ability to submit, print, or publish consent forms.
  • How to schedule a live HIPAA Video demonstration?
    Visit our home page and click the Request a Demo link. Simply answer the questions in the form and submit your request. A member of our dedicated Account Success team will contact you to schedule your live demonstration.
  • Does HIPAA Video Work Internationally?
    Yes. However, HIPAA Video complies with the Health Insurance Portability & Accountability Act (HIPAA) in the United States but currently does not allow Patients or Staff to receive their authentication passcode to non-US phone numbers. Cell phone and/or landline numbers of the Patient or Staff must have a US Country Code of + 1 to receive passcodes to sign in.
  • How do I become a HIPAA Video paid subscriber after my free trial expires?
    • Log in to your account.
    • Click the Upgrade Now button located on the top message toolbar.
    • Select the number of licenses you wish to purchase.
    • Enter your Credit Card information, then click Buy Now to complete the transaction.
  • Does HIPAA Video accept reports of HIPAA violations?
    HIPAA Video is a HIPAA compliant and user-friendly video solution for healthcare professionals who wish to provide telehealth services to their patients. We do not offer legal advice or accept reports of HIPAA violations. If you have a complaint or violation you want to report, we recommend you contact the U.S. Department of Health and Human Services (HHS). HHS protects the health information of all Americans and provides essential human services. As a courtesy, the HHS contact information is listed below.

    Visit -
    Email -
  • Can a Patient share files with the Provider?
    Yes, a Patient can send files to the Provider once the patient joins the video visit.

    • Open the Chat window, then
    • Click the paper clip icon at the bottom left-hand corner of the chat window.
    • Browse your device for the file, select the file, then click Open to upload the file to the chat.
  • Will I be charged for HIPAA Video after my 14-Day free expires?
    No. HIPAAVIDEO.NET will NOT ask you to enter your credit card information when you register for your 14-day free trial. After your free trial expires, you will continue to have access to your account, but the ability to schedule and start visits will be disabled. You will only be asked for your credit card when upgrading your account.
  • Do I need to download or install any software to use HIPAA Video?
    No downloads, no install required! HIPAA Video is a browser-based platform. All you need is your browser, a camera, and a microphone to join a HIPAA Video visit. See our System Requirements for more information.
  • How do I change my office's phone number that is displayed in my Lobby?
    To update or change the phone number that is displayed in your Lobby go to My Profile. The first phone number is the number that will be visible to your Patients upon viewing their appointment details and when entering your Lobby. Enter the number you want to be displayed and click Save. The second phone number in My Profile is the number that you use to receive the verification code when logging into your account for two-step authentication. This phone number is NOT visible to Patients.
  • How do I sign up for the 14-day free trial?
    HIPAA Video offers an entirely free 14-day trial, giving you full unlimited access to our HIPAA-compliant platform.

    You will not be asked to enter your credit card information until you’re ready to become an active member of HIPAA Video.
  • Do patients have to pay to use HIPAA Video?
    No.  Patients are always FREE to join you in any HIPAA Video visit.
  • Why am I not receiving my email invitations?
    Not all emails make their way to the inbox as they should.  Sometimes this is due to the length of time it takes to get from our Mail server to your mailbox, or the message simply goes to the recipient's Junk/Spam box.  Let's review some of the potential causes, and hopefully track down why you or your Patients are not receiving their messages:

    Common Reasons for Not Receiving a Verification Email

    • Spam or Junk Folder - Emails from HIPAA Video may be filtered directly into your email program's spam or junk mail folder.
    • Typo - Check to make sure the email address was entered correctly. If not, update the participant's email address, re-add them to the appointment, and resend the invitation.
    • Web Browser Needs a Refresh - Occasionally you may need to manually refresh your browser to check for new emails.
    • Blocked or Bounced Address - If you tried to verify a specific email address but did not receive the verification email, your ISP or corporate domain may have blocked the email. Try inviting an alternate email address to see if that might be the issue.
    • Email is Stored on Another Program - If you use a mail program such as Outlook and your mailbox is connected using IMAP, your desktop program may be downloading your messages and deleting them from your online mailbox.  This is more common than you may think.  Check your other mail program(s) for the missing invitation.
    • Role, Group, or Alias Address - Check to see if your mail is being forwarded to any other address.

    If you are still having difficulties receiving email invitations, please contact HIPAA Video Support or Submit a Ticket.
  • Do I need to enter a Patient's date of birth?
    When creating a Patient’s profile, entering their date of birth is optional.
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