Frequently Asked Questions

What is CareAccess Live?

CareAccess Live is a text-based virtual care program that allows you to securely message, send photos, or video chat with a doctor instantly.

Instead of waiting for a doctor’s appointment to get questions answered or wondering if you even need an appointment, use CareAccess Live to get answers to medical questions as soon as you have them. Doctors are licensed to practice across the U.S., answer within seconds and can even prescribe medication when necessary.

When should I use CareAccess Live?

Use CareAccess Live when you:

  • Feel sick, but it’s not an emergency*

  • Have a minor injury

  • Have general medical questions

  • Want to refill a prescription (controlled substances, non-therapeutic and certain other drugs may not be available)

  • Are not sure where to go to get care

Examples of conditions to chat about:

  • Coughs, fevers, sore throat

  • Earaches, stomach pain, diarrhea

  • Rashes, allergic reactions, animal/insect bites

  • Back/abdominal pain

  • Sports injuries, burns, heat-related illness

  • Urinary tract infections

  • General or more serious health questions

* Remember, if you’re having a life-threatening emergency, dial 911.

Where and when is CareAccess Live available?

CareAccess Live is available anywhere you can access the internet, 24 hours a day and 7 days a week.

To get the best care experience, download the CareAccess Live app by searching for “CareAccess Live” in the App Store for iOS mobile devices or Google Play store for Android devices. You can also access CareAccess Live online by visiting app.careaccesslive.com/sign-in.

How am I eligible for CareAccess Live?

CareAccess Live is available as part of your medical benefits. Your dependents are eligible, too.

How do I register for CareAccess Live?

After downloading the CareAccess Live app or clicking “Register” on the CareAccessLive.com web page, you’ll be directed to a form to register for CareAccess Live. You’ll need your date of birth, email address, and health plan member ID number (located on your member ID card) to register for CareAccess Live. After you successfully complete your information, you’ll receive an email with instructions about how to finish setting up your account (if you don’t see this in your inbox, check your spam folder). After your account setup is complete, you can login and begin chatting with a doctor immediately.

Questions about how to register for CareAccess Live? Contact support@cirrusmd.com.

What technology do I need to use CareAccess Live?

From a mobile device:

  • An iOS device (iPhone 6S/iPad 5th Generation or newer) with the latest operating system (iOS 14+) and the CirrusMD iOS app installed.

  • An Android device with at least Android Oreo 8.0+ and the CirrusMD app installed.

From a computer:

  • Desktop or laptop computer (ideally less than 3 years old)

  • PC operating system: Windows 7+; or Apple operating system: OS X 10.6+

  • Desktop web browser: preferably Google Chrome, Safari, or Firefox

Can my spouse or children use CareAccess Live?

If your spouse or child(ren) over 18 are interested in using CareAccess Live, they will need to create their own account using their unique Aetna member ID number. A parent or legal guardian can create an account for minor children under age 18. Any care provided to minors through the CareAccess Live program will require direct participation of a parent or legal guardian.

Are there any copays or other charges I have to pay to use CareAccess Live?

If you do not have a high deductible health plan, you can use CareAccess Live at no extra charge. High deductible health plan members who have not met their deductible may be required to pay a copay, which includes unlimited consults for up to 7 days.

Do doctors have access to my health information?

When you register for CareAccess Live, you’ll have the option to fill out your basic medical history, just like you would for a regular office visit. The doctors with whom you chat will have access to this information.

Who are the CareAccess Live doctors?

CareAccess Live doctors are board-certified and credentialed physicians who are licensed to practice across the U.S. These doctors are part of CMDPN, LLC (CirrusMD Provider Network).

Is CareAccess Live secure?

Yes. CareAccess Live uses CirrusMD technology which complies with the Health Insurances Portability and Accountability Act (HIPAA) and aligns with security best practices for NIST and ISO framework.


What languages are accommodated on CareAccess Live?

CareAccess Live is available in both English and Spanish. If necessary, the doctor can arrange for interpretation services in over 250 languages.

What is HIE (Health Information Exchange)?

Health Information Exchange (HIE) is a secure electronic network that allows your provider to share information with other providers.

  • Health Exchange benefits
    HIE can help your providers make better decisions about your care by providing them with the most up-to-date information about your health.

  • Who can access my information?
    Only providers who are involved in your care can access your information through HIE.

  • What information is shared?
    HIE shares your basic health information, such as your name, date of birth, and medical history.

  • How is my information protected?
    HIE uses strict security measures to protect your information from unauthorized access.

  • Is this required to receive care?
    Participation in HIE is voluntary. You can choose to opt in & out at any time.

How do I delete my account?

Open the app > go to "Sign In" > go to "Settings" > click on "Delete My Account" > click on the "Delete" button. You will be signed out immediately, and your account will be removed after a few days.

All medical records will continue to be securely retained in accordance with our record retention policy to ensure compliance with applicable law, including without limitation HIPAA. This includes both guarantor and minor dependent's health records that are linked to this account, if applicable. HIPAA mandates that patients have access to the information inside their 'designated record set' for 6 years after their last effective date.

Alternatively, you can email support@cirrusmd.com with the subject "Delete My Account" to have your account removed. 

Who is CirrusMD?

CirrusMD is the market leader in barrier-free, text-first virtual care delivery. They build, maintain and support the technology platform that powers CareAccess Live.