Froedtert & the Medical College of Wisconsin Digital Services Help Center

All Collections Technical Support

Technical Support


I’m having issues on my desktop computer with an On-Demand Video Visit

Check for the following items:
1. You are using the Chrome browser (no other browser is supported)
2. Your internet speed is adequate (atleast 10Mbps download):
http://speed.googlefiber.net/
3. You have a webcam/microphone and speakers
4. If you are still experiencing issues, please consider using the mobile https://www.froedtert.com/app

Cannot log in on the F&MCW app

1. Ensure you are using the proper email address.

2. If you forgot which email you used, search for any “froedtert” emails in your inbox which will help determine which was used initially.

3. Try creating an account again with the intended email address.

Cannot create account on the F&MCW app.

1. Ensure the password criteria requirements at met. This can be tested by whether any red text still remains under the password input field, as the user meets the password criteria the text will appear black.

2. You may already have an existing account. Try searching for any “froedtert” emails in your inbox which will help determine which was used initially.

3. Ensure you have both the email and password fields populated properly, this can easily be determined if the “Confirm” button turns blue.

4. To complete the account creation process, ensure your are tapping on the “Confirm” button and not the “Sign In” text at the bottom of the screen once they have the desired email address and password entered.

Cannot get password reset on the FMCW app.

Ensure the proper email is typed in to receive password. Restart app and attempt again, check for new versions of the app.

To verify whether an account was setup with the correct email address from the initial account creation, try searching for any “froedtert” emails in your inbox which will help determine which was used. If there is not froedtert email received, then you will need to create a new F&MCW account.

Unable to reset/change password in F&MCW app

Ensure all the password criteria with special characters, case sensitive and numerical, character requirements at met. Restart app and attempt again.

Navigate to the Profile Screen > Select “Reset Password” and reset the password from the screen requesting the new password along with re-entering the new password for verification.

NOTE: In order to properly reset a password, if the password reset process was initiated from the mobile app, you will need to check your email from that mobile device, you cannot go to your desktop to reset the password, the process is device specific.

I reset password, but still unable to login to F&MCW app

Validate all the password criteria with special characters, case sensitive and numerical, character requirements at met. Restart app and attempt again.

“Hard” closing the app:

Newer iOS Devices - From the homescreen of the phone, swipe up from the button of the phone from the home screen to bring up all running apps, find the Froedtert & MCW app card, swipe up on the card to close the app completely. Then relaunch the app.

Older iOS Devices (with physical home button) - From the homescreen of the phone, double tap on the home button, this should bring up all the running apps, find the Froedtert & MCW app card, swipe up on the card to close the app completely. Then relaunch the app.

Android - (physical /digital) button interface (3 buttons at bottom of the screen) - From the homescreen of the phone, tap on the “App Overview” button (typically a square icon), then find the “Froedtert & MCW app card” and swipe the card upwards to close the app completely. Then relaunch the app.

Android - Gesture based Navigation - From the homescreen of the phone, swipe up from the bottom of the screen, hold and then let remove your finger from the screen to show all running apps. Find the “Froedtert & MCW” app and swipe the card upwards to close the app completely. Then relaunch the app.

Unable to log into MyChart from within the FMCW app

Restart app and attempt again, check for new versions of the app.

If on a wi-fi network, attempt to login with a cellular network. If vice-versa, join a wifi network and attempt to log into MyChart.

Forgot username and password for F&MCW app

Try searching for any “froedtert” emails in your inbox which will help determine which was used initially. Then select “reset password” to receive a new email with link to reset.

Still Have a Question?

We’re always here to help. Contact us: call 414-805-9100.
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