Hi! I understand you're having trouble opening excuse notes in the Teladoc Health app on your iPhone running iOS 18.6. To help you better, could you tell me a bit more? For example, when you try to open the excuse notes, do you see any error messages or does the app just not respond? Also, are you seeing this problem with one specific excuse note or all of them?

Meanwhile, let's try a few simple steps to troubleshoot:

1. Restart the App: Close the Teladoc Health app completely by swiping it up from the app switcher, then reopen it.

2. Check for App Updates: Go to the App Store and see if there's an update available for the Teladoc Health app. Updating can fix bugs.

3. Clear Cache by Restarting Device: Sometimes restarting your iPhone clears any temporary glitches that affect app performance.

4. Check Internet Connection: Ensure you have a stable internet connection since the excuse notes might be loading from the server.

If none of these work, the issue might be related to how the app accesses or generates excuse notes. Sometimes, if the visit wasn't properly completed or the doctor didn't provide an excuse note, the file may not be available to open.

Could you also confirm if you successfully completed the visit connected to the excuse note and if you previously could open these notes on this device? Knowing this will help me guide you better.

Looking forward to your reply so we can get this sorted out!

I’ve tried all the above. When I click the excuse note it highlights like it’s going to open but doesn’t and a friend of mine said she had the same problem and had to call customer support and it took them days to get her excuse notes to her thur email and I can’t wait that long my boys need them today

Thanks for sharing those details—since you've tried the basics like restarting the app and device and your excuse note just highlights but won’t open, it sounds like this could be more than a local app glitch.

Here’s what I suggest:

1. Check Visit Completion: Sometimes, if the provider hasn't finalized your visit or completed the excuse note documentation, the note won’t be accessible in the app. Can you confirm that your recent visit is marked as completed in the app?

2. Try Accessing the Excuse Note via the Web Portal: Sometimes the mobile app can have hiccups displaying certain documents. If you can, log in to your Teladoc Health account on a desktop or via Safari on your iPhone at teladochealth.com and check if you can view or download the excuse note there.

3. Request the Excuse Note via Secure Message: You can send a follow-up message through the app to the provider from your visit asking if they can confirm or resend the excuse note. This sometimes triggers the system to regenerate it.

4. Temporary Workaround: While waiting, you might want to print the visit summary or any documentation that states the consultation happened on that day—it may work as temporary proof for your boys’ school until you can get the official excuse note.

If these steps don't help, then your friend’s experience suggests the only guaranteed way might be contacting Teladoc customer support for manual delivery, although I understand that could take time.

Since time is critical, please try logging into the web portal first, to see if you can access the note from there. If you’d like, I can guide you through that process step-by-step on your iPhone.

Let me know what you find, and we’ll work to get those notes for your boys today!