Help & FAQs
Answers for patients, doctors, and partners.
Common questions about registering, paying, consulting, and using VitaraAfya across Tanzania.
For Patients
Patient questions
A
A. Registration & Account
B
B. Login & Access
C
C. Doctor Booking
D
D. Online Consultation
E
E. In-Person Services
F
F. Payments
G
G. Prescriptions & Pharmacy
H
H. Laboratory & Results
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A. Registration & Account (A)
Creating an account, managing your profile, privacy, and family access.
Yes. Creating an account is completely free. You only pay when you book a consultation — fees are set by each doctor and shown upfront before you confirm.
Visit vitaraafya.com and tap "Register" or "Join Free". Enter your full name, phone number, email, date of birth, and a password. You will receive a verification code via SMS or email. Enter the code to activate your account.
You need your full name, phone number, email address, date of birth, and a password. You may also add a profile picture later in your account settings.
Yes. Your phone number is your primary identifier. You will receive your verification code and appointment reminders via SMS to that number.
Yes. You can use your email address to register. You will receive verification and account notifications by email.
Wait 2-3 minutes, then check your SMS inbox or spam folder. If it still does not arrive, tap "Resend Code" on the verification screen. Make sure your phone number is correct. You can also try registering with a different number or contact our support team.
On the login page, tap "Forgot Password". Enter your phone number or email address. You will receive an OTP via SMS or email. Enter the OTP and you will be directed to create a new password. Choose a strong password you have not used before.
Yes. Log in to your account, go to Profile or Settings, and update your phone number. You will need to verify the new number with an OTP sent via SMS.
Yes. Go to your Profile page after logging in. You can edit your name, email, date of birth, address, profile picture, and emergency contact information.
Yes. During registration or in your account settings, you can add dependents. You will enter their name, date of birth, and relationship to you. You can book appointments and view records for your dependents from your account.
Yes. Your account can have multiple family members or dependents linked to it. You can book appointments, view lab results, and manage health records for each dependent under your account.
Go to your Profile or Settings and look for "Delete Account" or "Close Account". You may need to confirm your password. You can also contact our support team to request account deletion. Note that some records may need to be retained for legal or medical reasons.
Yes. We take your privacy seriously. Your health records are encrypted and stored securely. We comply with Tanzanian data protection laws. Only you and doctors you explicitly authorise can access your medical information. We never share your data without your consent.
Your date of birth is required for medical records — age is important for diagnosis, medication dosages, and treatment plans. It also helps us verify your identity and ensure age-appropriate services.
You can use the symptom check-in tool without registering. However, to book a consultation, view lab results, or access any medical service, you need to create a free account first.
B. Login & Access (B)
Logging in, passwords, security, and using VitaraAfya on any device.
Go to vitaraafya.com and tap "Log In". Enter your phone number or email and your password. Tap "Log In" to access your account. You can check "Remember Me" to stay logged in on your personal device.
Tap "Forgot Password" on the login page. Enter your phone number or email. You will receive an OTP. Enter the OTP to create a new password. If you do not receive the OTP, check your network connection and try again, or contact support.
Accounts can be temporarily locked after multiple failed login attempts. Wait 15-30 minutes and try again. You can also tap "Forgot Password" to reset and regain access. If the problem persists, contact our support team.
Common reasons: incorrect password, account not yet verified via OTP, account locked due to too many attempts, or a poor internet connection. Tap "Forgot Password" if you cannot remember your password. Make sure you have verified your account after registration.
Yes. You can log in on any phone or computer using your phone number or email and password. For security, you may be asked to verify your identity with an OTP on a new device.
Yes. VitaraAfya works on any browser — Chrome, Firefox, Safari, or Edge — on a laptop or desktop computer. The experience is optimised for both desktop and mobile screens.
Yes. VitaraAfya has a mobile app you can install from the Play Store. You can also use the website directly on your phone browser and add it to your home screen for an app-like experience without downloading.
Yes. Check the "Remember Me" option when logging in on your personal device. This keeps you logged in so you do not need to enter your password each time. Do not use this on shared or public devices.
Tap your profile icon or name in the top menu. Select "Log Out" or "Sign Out" from the dropdown menu. You will be returned to the home page and your session will end.
Immediately change your password by going to Profile and selecting "Change Password". Log out of all devices from your account settings. Contact our support team to report the issue. Check your account activity for any unauthorised bookings.
C. Doctor Booking (C)
Finding and booking doctors, specialists, and follow-up appointments.
You can book a doctor immediately after creating and verifying your account. Many doctors are available for same-day consultations. Look for doctors marked "Available Now" in the doctor list.
Log in, tap "Find a Doctor" or go to the Doctors tab. Browse or search for a doctor by name, specialty, or availability. Tap on a doctor's profile, choose your consultation type (video, phone, or chat), pick a time, and confirm payment to complete your booking.
Yes. You can browse all available doctors, view their profiles, ratings, and fees, and select the doctor you prefer. You are never assigned a doctor automatically.
Yes, if there are doctors available now. Look for doctors with the "Available Now" badge. You can book a video, phone, or chat consultation and the doctor will typically respond within minutes.
Yes. When booking, you can select a dependent or family member linked to your account. The doctor will consult with the person you select, not with you. You can manage bookings for all your dependents from your account.
Doctor profiles show their availability status. A green "Available Now" badge means the doctor can respond immediately. You can also see their working hours and choose a time slot that fits your schedule.
Yes. You can filter doctors by specialty such as cardiology, paediatrics, dermatology, gynaecology, orthopaedics, ENT, psychiatry, and more. Specialist fees may be higher than general practitioner fees.
Yes. General practitioners (GPs) are available and can handle most health concerns. If needed, your GP can refer you to a specialist through the platform.
Yes. After your consultation, you can book a follow-up with the same doctor. Your doctor may also send you a follow-up link directly. Follow-up fees may be different from the initial consultation fee.
Go to your Appointments or Bookings page, find the appointment you want to cancel, and tap "Cancel". You may need to confirm the cancellation. Check the refund policy before cancelling — some fees may be non-refundable if the doctor has already prepared for the consultation.
Go to Appointments, select the appointment, and tap "Reschedule". Choose a new time and confirm. Rescheduling is free if done at least 2 hours before the appointment time.
If you cancel before the doctor accepts your booking, the full amount is refunded. If the doctor has already accepted or started the consultation, refunds are at the doctor's discretion. Check the specific cancellation policy on the booking page.
Video and phone consultations typically last 10-20 minutes. Chat consultations may be ongoing over several hours or a day, with the doctor responding as their schedule allows. You can end the chat when your concerns are addressed.
VitaraAfya is not for emergencies. If you have a life-threatening emergency, call 112 or 115 immediately or go to the nearest hospital. For urgent but not life-threatening concerns, look for doctors marked "Available Now" for same-day consultation.
You will receive a confirmation with the appointment details. For video consultations, a link to join the virtual room will be provided. For phone consultations, the doctor will call you. For chat, a conversation thread will open. You will also receive reminders before the appointment.
D. Online Consultation (D)
Video, phone, and chat consultations — how they work and what to expect.
Choose a doctor, book a time slot, and pay the consultation fee. At the appointed time, you will connect through video call, phone call, or text chat depending on your chosen type. The doctor will discuss your symptoms, provide advice, and issue prescriptions or lab orders if needed.
It depends on the consultation type you choose during booking. Video: the doctor will join a video call. Phone: the doctor will call your registered phone number. Chat: you will message each other through the platform messaging system. You select the type before paying.
Yes. Video consultation is available when you choose a doctor who offers video. You will receive a secure link to a video room. A stable internet connection and a device with a camera and microphone are required.
Yes. During a consultation, you can upload and share photos, documents, or files with your doctor. This includes pictures of skin conditions, wounds, previous medical reports, and other relevant information to help the doctor assess your condition.
Yes. You can upload lab results, radiology reports, and other medical documents to your profile before your consultation so the doctor can review them in advance. Go to Documents or Lab Results in your account to upload.
List your symptoms, when they started, and any medications you are taking. Have your medical history ready. Find a quiet, well-lit place with a stable internet connection for video calls. Have your phone charged for phone consultations.
If the doctor does not respond within 15 minutes of the scheduled time, you can cancel the consultation for a full refund or contact support for assistance. Most available-now doctors respond within minutes.
If your internet cuts off during a video call, try reconnecting and re-entering the video room. The doctor will wait a few minutes. If the connection fails, you can switch to a phone call or chat with the same doctor. You will not be charged extra for switching.
Yes, if a doctor is available and marked "Available Now". Some doctors offer 24/7 availability. You can check the doctor's listed working hours on their profile to see if they are available at night.
Yes. You can book a chat consultation where you and the doctor exchange messages over time. This is convenient for non-urgent questions, follow-ups, or when you prefer written communication. The doctor will respond as their schedule allows.
Yes. You can filter doctors by gender when browsing. Many patients prefer a specific gender for personal or cultural reasons, and we support that choice.
Yes. Many VitaraAfya doctors speak Swahili. You can filter for Swahili-speaking doctors or check the doctor's profile to see the languages they speak.
Yes. English is widely available among VitaraAfya doctors. Doctor profiles list the languages they speak so you can choose one that matches your preference.
Yes. You can book another consultation with the same doctor from your previous appointments list. This helps maintain continuity of care as the doctor is already familiar with your medical history.
Yes. You can book a consultation with a different doctor to get a second opinion. Your medical records can be shared with the new doctor with your permission so you do not need to repeat everything.
E. In-Person Services (E)
Home visits, clinic visits, physiotherapy, and nursing services near you.
Yes. Some doctors offer in-person consultations at their clinic. When booking, check the doctor's profile for in-person availability. You can also find partner clinics and hospitals on the platform.
Home visits depend on the doctor's services and your location. Check the marketplace for doctors who offer home visits. Availability varies by area and doctor schedule.
Yes. Nurses offer home services such as wound dressing, injections, vital signs monitoring, and health education. Search for nurse services in the marketplace and check availability in your area.
Yes. Some partner laboratories offer home sample collection services. You can book this through the lab services section on the platform. A technician will visit your home to collect blood, urine, or other samples.
Yes. Physiotherapists on the platform can offer home visits. Search for physiotherapy services in the marketplace and select a provider who serves your area.
Yes. Wound dressing and wound care services are available from nurses and some clinical officers through the marketplace. You can book a home visit or visit a partner clinic.
Yes. Nurses can administer prescribed injections at home. You need a valid prescription from a doctor. Book the service through the marketplace and a qualified nurse will visit you.
Yes. Nurses and community health workers can perform vital signs checks including blood pressure and blood sugar testing at home. Book through the marketplace services section.
The marketplace shows service providers near you based on your location. Services and providers are listed with their coverage areas. You will see distance information when browsing available services.
Yes. Home visit prices are usually higher than online consultations because they include travel time and transportation costs. Prices are shown clearly before you book so you can compare.
F. Payments (F)
Fees, mobile money, cards, receipts, refunds, and payment support.
After booking, you will be directed to a secure payment page. Choose your preferred payment method — M-Pesa, Airtel Money, Tigo Pesa, Halopesa, or card. Follow the prompts to complete payment. The consultation fee is shown before you confirm.
Yes. M-Pesa is accepted as a payment method. Select M-Pesa at checkout, enter your M-Pesa phone number, and confirm the payment on your phone when you receive the M-Pesa prompt.
Yes. Airtel Money is accepted. Select Airtel Money during checkout, enter your Airtel number, and confirm via the Airtel Money prompt on your phone.
Yes. Tigo Pesa is accepted. Select Tigo Pesa at checkout, enter your Tigo number, and confirm the payment via the Tigo Pesa prompt.
Bank transfer is not currently available as a direct payment method on the platform. Please use mobile money (M-Pesa, Airtel Money, Tigo Pesa) or card payment for instant confirmation.
Yes. Card payments (Visa, Mastercard) are accepted. Enter your card details on the secure payment page. Your information is encrypted and processed securely.
You pay at the time of booking, before the consultation starts. Payment must be confirmed before the doctor will see you. This secures your appointment and the doctor's time.
Yes. Every doctor's profile shows their consultation fees for each type of consultation (video, phone, chat). The total amount is clearly displayed before you confirm and make payment.
Each doctor sets their own consultation fees. Doctors can update their fees in their profile. The platform does not set or control doctor fees.
Yes. Registration is completely free. You only pay when you book a consultation or service. There are no monthly or annual subscription fees for patients.
Payment confirmation may fail if your mobile money balance is insufficient, you entered the wrong PIN, your network connection was interrupted during the transaction, or the payment service is temporarily unavailable. Try again or contact your mobile money provider.
Wait a few minutes and refresh the page. Check your payment confirmation SMS. If the amount was deducted but the booking still does not appear, contact support with your payment reference number and transaction ID.
Refunds are handled on a case-by-case basis. If you cancel before the doctor accepts your booking, a full refund is issued. If the doctor did not respond or technical issues prevented your consultation, you may be eligible for a refund. Contact support with your details.
Refunds are typically processed within 3-5 business days after approval. The time it takes for the money to appear in your account depends on your mobile money provider.
Yes. After successful payment, you will receive a confirmation SMS and a receipt in your account under your payment history. You can view and download receipts from your account.
G. Prescriptions & Pharmacy (G)
Digital prescriptions, ordering medicines, pharmacy delivery, and refills.
Yes. If the doctor determines you need medication, they will issue a digital prescription through the platform. You can view it in your account and send it to a pharmacy.
Your prescriptions are in your account under "Prescriptions" or "My Medications". You can view all current and past prescriptions issued by your doctors.
Yes. You can download your prescription as a PDF from your account. This allows you to print it or show it at a pharmacy of your choice.
Yes. You can send your digital prescription directly to a partner pharmacy through the platform. The pharmacy will prepare your order for pickup or delivery.
Yes. The platform can show you partner pharmacies near your location. You can see distance, available medicines, and contact information.
Yes. After receiving a prescription, you can order the prescribed medicines through the platform from a partner pharmacy. You can pay online and have the medicines delivered or pick them up.
Yes. Partner pharmacies may offer home delivery. You can select delivery as your preferred option when ordering. Delivery fees may apply depending on the pharmacy and your location.
If the pharmacy does not have your prescribed medicine in stock, they will inform you. You can try another partner pharmacy, or contact your doctor who may prescribe an alternative medication.
Yes. If you have concerns about a prescribed medicine, you can book a follow-up consultation or message your doctor to discuss alternatives. Your doctor can issue a new prescription if appropriate.
Yes, if your doctor has indicated refills are allowed. You can request a refill through your account under Previous Prescriptions. If no refills remain, you will need a new consultation.
H. Laboratory & Results (H)
Booking lab tests, uploading results, doctor interpretation, and medical records.
Yes. Your doctor can order lab tests through the platform. You can also directly book lab tests from partner laboratories. After booking, visit the lab to provide your sample, or request home sample collection where available.
Yes. You can upload your lab results, radiology images, and other medical documents to your account. Go to Documents or Lab Results and upload the file. Your doctor can then review the results.
Yes. Your doctor can review and explain your lab results during a consultation. They will help you understand what the results mean and what steps to take next.
Yes. Partner laboratories can upload your results directly to your account. You will receive a notification when your results are ready. You can view and download them from your account.
Lab result processing time depends on the type of test. Simple tests like malaria or blood count may take a few hours. Specialised tests may take several days. The laboratory will give you an estimated time when you provide your sample.
Yes. Once lab results are in your account, you can share them with any doctor you consult. Your doctor can also directly access results from partner laboratories with your permission.
Yes. Your doctor can order imaging tests such as ultrasound, X-ray, CT scan, or MRI through partner radiology centres. You can book the appointment and receive the results through the platform.
Yes. If your doctor recommends a follow-up test after a certain period, you can set a reminder in your account. You will receive a notification when it is time for your repeat test.
Yes. Your account serves as your personal health record. You can store consultation notes, lab results, radiology reports, prescriptions, and other medical documents securely on the platform.
Yes. You can download your medical records, including consultation summaries, lab results, and prescriptions, as PDF files from your account. This allows you to keep physical copies or share them with other healthcare providers.
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