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Help Desk

Activating Your Account

How do I get access to the app?

To use the Cityblock app, you need an invitation from your care team. Once you have an invitation, you download our mobile apps for iOS and Android or can access Cityblock on the web (for video visits only) or. Start by registering your account on:

   • Your mobile browser (iOS/Safari or Android/Chrome): https://cityblock.hale.co/activate

   • The Cityblock mobile apps: https://www.cityblock.com/virtual-care

   • Your computer's web browser: https://cityblock.hale.co/activate

The Cityblock App is only available to certain members right now - contact your care team to learn if you’re eligible.

The phone number associated with my account is incorrect so I can't receive my access code.

Please contact us at 1-833-904-CARE (2273) to update your contact information in the app to allow you to log in. We can also provide your access number directly over the phone.

I'm trying to create an account but the app says "No Invitation Found."

Please note that you need an invitation from your doctor to create a Cityblock account.

If you've received an invitation, tap Get Started and enter your information to verify your account. Note that your entry must match your record exactly—so be careful with nicknames, etc.

You will then receive an access code to complete verification and walk through a few steps to set up your profile.

Still having issues? Call us at 1-833-904-CARE for help or email us at help@cityblock.com.

Do I need to enter my social security number? 

No, you do not need to add your SS number. Please enter 0000 when asked for this. 

FAQs

How do I schedule a video visit?

Cityblock doesn’t allow patients to initiate video visits on demand — your doctor needs to schedule a video visit with you for you to connect.

Please start a conversation with your provider to schedule an appointment. Oftentimes they can start the video call right then.

How do I join a video visit?

There are a few ways to join a video visit with your doctor:

   • By downloading the Cityblock mobile app: https://www.cityblock.com/virtual-care

   • On your computer's web browser: https://app.hale.co/

   • On your mobile browsers (iOS/Safari or Android/Chrome): https://app.hale.co/

Will I be charged for using Cityblock services? 

No! Cityblock’s services are provided free of charge through your insurance company. If Cityblock refers you to any external care provider, charges may apply there. 

Why do I need to put in my personal information to create an account?

The Cityblock application connects you to your provider and verifies your information using your First Name, Last Name, and Date of Birth (note that you can put 0000 for the last four digits of your social security number. This information needs to perfectly match the information provided by your clinical team. Please call us at 1-833-904-CARE or email us at help@cityblock.com if you need to update or modify this information.

How can I reach a Cityblock provider if I don’t have a smartphone?

You can always reach a Cityblock provider 24/7 via phone at 1-833-904-CARE (2273). If we decide with you that a video visit is appropriate, our member advocates will walk you through how to join the visit on your computer -- no app download required.

When are Cityblock providers available?

Cityblock providers are available 24/7. During business hours (Mon-Fri 9A-6P, Sat 9A-1P), we are available via chat or video through the app. Outside business hours, we are available via phone at 1-833-904-CARE (2273) for immediate care or you can submit an issue in the app and we will be in touch the next business day. 

What kinds of things should I open a case about? 

If you’re feeling unwell, contact us first via the app.

The Cityblock app is meant to provide help with a large range of common issues including but not limited to: cold, cough, and flu, skin issues like rashes or acne, pain, allergies, and infections. 

You can also use the app to request refills of your medications or request an appointment with a Cityblock provider

The Cityblock app is not meant to handle emergent conditions: If you are experiencing a medical emergency, please call 911.

Troubleshooting

How can I allow access to my camera and microphone?

No matter how you join a live video visit on the platform, you'll need to ensure you have granted access to your camera and microphone so your video feed can be sent to the visit. Unless you have privacy settings enabled or have already denied access to your camera, you should be prompted to enable camera and microphone access upon joining a video visit for the first time.

If you are having trouble enabling access – first try refreshing the session or re-opening the app to see if this helps or once again prompts you for access.

Still having issues? Call us at 1-833-904-CARE for help or email us at help@cityblock.com.

I need to reset my password.

To reset your password, visit: https://app.hale.co/resetpasswordrequest.

If you don't receive an email to update your password, call us at 1-833-904-CARE (2273) or email us at help@cityblock.com to confirm that we have the correct email address for you in our system. We can update and change your information if required.

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