Everything you need to run TeleVerify with confidence — how each session medium works, what the four compliance statuses mean, how to handle billing and invoices, common troubleshooting, and how to export or verify a signed compliance record. Browse the FAQ for short answers, or jump straight to the per-medium guides for hands-on walkthroughs.
The pages people land on most often.
Enter your NPI and see every state you can legally treat patients in — direct licenses, compact coverage, and gaps.
Web, Zoom, Phone, and Chrome extension — setup and troubleshooting.
All 11 interstate compacts, member states, and credential families.
Browse compliance rules for any of the 52 U.S. jurisdictions.
The six pillars TeleVerify checks on every encounter, in plain language.
Independently check the Ed25519 signature on a TeleVerify compliance record.
Four ways patients can connect — each with its own setup and patient experience. Click through for the full walkthrough.
Browser-based video, hosted by TeleVerify. No download, no integration — the provider sends the patient a one-time link during the live session, the patient verifies location in real time, and the compliance check fires inside the call.
Sidebar app inside your existing Zoom workflow. Approved and live on the Zoom Marketplace — the compliance check runs inline during the meeting.
SMS-verification channel only — no DID provisioning needed. The patient confirms their state via text during the live call, and TeleVerify signs the record. You bring your own phone.
Live on the Chrome Web Store. Adds compliance checks to Doxy.me, SimplePractice, TherapyNotes, and Jane App without leaving the video window.
The four statuses TeleVerify returns — what they mean and what to do next.
| Status | What it means | What happens next |
|---|---|---|
| compliant | The provider holds a direct, in-good-standing license in the patient’s verified state and passed OIG exclusion screening. | Proceed normally. The signed record reflects a direct-license pathway and is filed with the rest of the encounter. |
| compliant_compact | The provider doesn’t hold a direct license in that state, but their enrollment in an interstate compact (IMLC, PSYPACT, NLC, ASWB, Counseling, PT, OT, Audiology/SLP, APRN, PA, or Dietitians) extends coverage there. | Proceed normally. The record notes which compact was used — useful evidence if the encounter is later audited. |
| review_needed | Something needs a human decision — for example, the patient’s GPS reading and self-reported state disagree, or the state has a consent-form variation that requires explicit acknowledgement. | Review the detail panel, resolve the flag, then choose Continue Session or Discontinue Session. The signed record captures whatever you decide. |
| non_compliant | The provider isn’t licensed in the patient’s verified state and no compact extends coverage, the provider appears on the OIG exclusion list, or another pillar failed. | Choose Discontinue Session (recommended default) or, with an Emergency Patient Address (EPA) override, Continue Session. The decision and reason are written into the signed record. |
non_compliant or review_needed and you can’t resolve the flag. Continue Session proceeds and writes the provider’s override decision into the signed record. On a non_compliant result, Continue Session also lets you attach an Emergency Patient Address (EPA) — per-session, available on any non-compliant result — documenting the clinical justification for proceeding.
Signup, trials, seats, invoices, and cancellation.
Yes. The trial gives full access to run real compliance checks against your practice data. No credit card is required to start. You’ll get reminders before the trial ends — if you don’t add a payment method, the account stays in a read-only state until you upgrade. See /pricing for trial length and plan details.
From Dashboard → Settings → Billing & Plan, click Cancel subscription. The cancellation takes effect at the end of your current billing period; you keep full access until then. Your signed compliance records remain accessible for the 7-year retention window even after cancellation — you can still export them via CSV. If you need a refund or have a billing dispute, email support@televerify.org.
Organization plans bill per active seat per month. An “active seat” is any provider account that ran at least one compliance check during the billing period. Admins can invite, deactivate, or transfer seats from Dashboard → Team. Deactivated providers keep view-only access to their own historical records, but can’t start new sessions. See /pricing for current per-seat pricing and volume tiers.
Dashboard → Billing → Invoices. Each invoice is downloadable as PDF and includes line items by seat, your tax ID (if provided), and the billing period covered. Invoices are also emailed to the billing contact on file each cycle.
You’ll receive an email within minutes of the failure, and the dashboard shows a banner reminding you to update payment. We retry the charge three times over five days. If the retries all fail, the account moves to a read-only state — existing records stay accessible but you can’t start new sessions until payment succeeds. Update your card from Dashboard → Billing → Payment method and we’ll retry immediately.
Yes. Our standard BAA is available at /baa — or email support@televerify.org and we’ll countersign one for your organization. For security details (encryption, retention, breach-notification), see /security.
From Dashboard → Billing → Subscription, click Change plan. Upgrades take effect immediately and are prorated against the current billing period. Downgrades take effect at the end of the current period (so you keep the higher-tier features you’ve already paid for). Seat changes on an org plan are reflected on your next invoice.
Quick fixes for the things that come up most often.
This is almost always a browser-permission issue on the patient’s side. Have the patient open browser settings → Privacy → Location, find televerify.org, and toggle to Allow. On iOS Safari, the OS-level Location Services for Safari may also need to be enabled. As a fallback, the patient can confirm a state by name (no street address required for the compliance check). If the state they confirm conflicts with their GPS, the result will be review_needed — review the detail panel before continuing.
First, confirm that TeleVerify is installed in your Zoom Marketplace from marketplace.zoom.us → Manage → Installed Apps. If it’s installed but not appearing in the meeting, restart the Zoom desktop client — sidebar apps load at startup. From the TeleVerify dashboard, check Integrations → Zoom — you should see “Connected” with your Zoom account email. If it shows “Disconnected,” click Reconnect to re-run OAuth. Full walkthrough at /help/zoom-sessions.
The result reflects the state TeleVerify verified the patient is physically in at session time — not their home address on file. If the patient is traveling, that’s the correct behavior. If they say they’re at home but TeleVerify resolved a different state, this is usually a VPN or mobile-carrier issue: cellular IP geolocation can return the state of the carrier’s gateway rather than the patient’s physical location. The patient should disable VPN, switch to Wi-Fi, or re-share their location to refresh the GPS read. Address-confirm fallback is also available if they decline geolocation.
Check spam/junk first. Our sender domain is noreply@televerify.org. If you use Gmail, check the “Promotions” tab. Corporate inboxes occasionally quarantine the first message from a new sender — ask IT to whitelist televerify.org. If still missing after five minutes, request a resend from the signup or /forgot-password page. Resends throttle to one per minute per address. If you’ve tried twice and the email isn’t arriving, email support@televerify.org from any address — we can re-verify manually.
Go to /forgot-password, enter your account email, and follow the link in the reset email. The reset link is valid for one hour. If you don’t receive it, see the email-didn’t-arrive entry above. If MFA is enabled and you’ve also lost your authenticator, email support@televerify.org from the account email address — we’ll verify identity before resetting MFA.
Every outreach email includes a one-click unsubscribe link in the footer, or visit /unsubscribe directly. Note that critical transactional emails (billing failures, password resets, signed-record export confirmations) can’t be unsubscribed — only marketing and regulatory-update emails. To stop the latter, you can also toggle preferences in Dashboard → Profile → Email preferences.
From Dashboard → Sessions → Export CSV, choose a date range and click Export CSV. The export includes every signed compliance record in the window, the state resolved, the status returned, any override reason, and the Ed25519 signature for independent verification. Large exports (more than 5,000 records) are delivered by email when ready. See the “Audit & records” section below for retention and verification details.
Exporting, verifying, and how long records are kept.
From Dashboard → Sessions → Export CSV, choose a date range, then click Export CSV. Each row corresponds to one signed compliance record, with columns for timestamp, session medium (Web / Zoom / Phone / Chrome), patient’s verified state, status (compliant / compliant_compact / review_needed / non_compliant), compact used (if any), override reason (if any), Ed25519 signature, and the record ID you can plug into /verify-record.
Open /verify-record and paste the record JSON (or upload the file from a CSV export). The page validates the Ed25519 signature against TeleVerify’s public key — you can also fetch that key directly at /.well-known/verification-key.pem and verify offline with openssl or any Ed25519 library. A verified signature mathematically proves the record was created by TeleVerify at the stated timestamp and has not been altered since.
Two different retention windows apply:
Raw verification artifacts (precise GPS coordinates, IP addresses, browser fingerprints, and any short-lived inputs used to resolve the patient’s state) are auto-purged within four hours of session end. They’re used only to produce the signed record and are not part of the long-term audit trail.
Signed Compliance Verification Records (CVRs) (the long-term record itself — state code, status, compact used, override reason, signature) are retained for seven years from the session date, matching the standard healthcare records-retention window. You can export them by CSV at any time during that period.
Each signed record includes the SHA-256 hash of the previous record, forming a chain across every record in your account. Altering, removing, or reordering any record in the middle would break the chain, and that break is detectable by anyone with a copy of the export. This makes the audit trail tamper-evident as a whole — not just at the individual-record level. /security has the full technical writeup.
Use the right inbox for the fastest answer.
Most questions are answered above or in the FAQ. If you need a human, use the inbox that matches the question — that’s the fastest path to a useful reply.
Reference information — not legal advice. Always confirm current requirements with your compliance officer, state licensing board, or a telehealth attorney before relying on this for clinical or business decisions.