Frequently asked questions

An online appointment is a medical assessment by video call. Here is what happens, from choosing the service to documents and follow-up:

1. Choose the right service. For a health concern, choose a consultation; for a certificate, select the assessment for its intended purpose, such as driving, sport or travel. Read the description, current price and preparation instructions. An online appointment may be unsuitable when a physical examination is needed.

2. Book and pay. Choose from the professionals associated with the service and the available times, enter the requested details and review the summary before paying. Use a method offered for that booking, such as a card, MB WAY or a Multibanco reference, when available. Generating a reference does not mean payment is complete; check payment and booking confirmation separately.

3. Check how to join. Verify the date, time, time zone and channel in the confirmation and patient area. Check your spam folder if the message is missing. If you chose WhatsApp but received a Zoom link, ask booking support to confirm the channel. If money was debited without payment confirmation, keep the receipt and request a check before paying again.

4. Prepare. Use a smartphone, tablet or computer with a camera, microphone and stable internet in a quiet, private place. Test sound and video and have your usual medication and relevant documents to hand. Appointments are in Portuguese or English; arrange an interpreter if you cannot communicate fluently in a consultation language. Send health information only through the authorised channel.

5. Attend. At the confirmed time, open that booking’s link for a Zoom appointment; for WhatsApp, be available on the number associated with the booking to receive the professional’s call. Explain the reason for your appointment and answer the doctor’s questions. If the connection drops, try to rejoin through the same channel and notify support if you cannot.

6. Receive guidance and follow up on anything outstanding. The doctor may complete the assessment or request reports, tests or an in-person examination. Prescriptions and certificates depend on the clinical decision and necessary evidence; payment guarantees neither issue nor a fitness outcome. Issue, transmission to the receiving authority and receipt by the patient are separate stages. If further evidence is requested, keep the delivery reference to clarify follow-up without repeatedly sending medical information.

Services

Choose a consultation to discuss a health concern, or a certificate assessment when you need a document for a specific purpose such as driving, sport or travel.

Check the purpose before paying: a recreational sports certificate does not automatically replace a federated sports medical examination. The links below refer only to services published in the current catalogue.

Services

You can choose among the professionals associated with the service and shown as available. If the service has only one professional, there is no second choice at that time.

The profile describes the professional's stated training and competencies. Availability for a different service does not mean that the professional provides the assessment you need.

Appointments are provided in Portuguese and English. Other languages are available only where the professional's ability has been confirmed. Selecting a website language does not change the consultation language.

If you cannot communicate fluently in a supported consultation language, an interpreter is required. Arrange that participation before the appointment; automatic website translation does not interpret a clinical conversation.

You need a smartphone, tablet or computer with a camera, microphone, sound and a reliable internet connection. Test them before your appointment, charge the device and allow camera and microphone access only in the consultation application or page.

Choose a private, quiet place. Have your questions, regular medication and relevant documents available; do not email your entire medical history.

The telemedicine service presented here is delivered online. Dr.Click's administrative address is not a public walk-in consultation location.

An in-person examination or psychological driving assessment is a separate service. If the doctor needs a physical examination, this does not automatically convert your online booking into an in-person appointment or confirm an external provider or location.

No. Some situations require a physical examination, specific equipment, additional tests or urgent assessment. The doctor decides whether the available information is sufficient for the requested purpose and may recommend an in-person examination.

A video call does not guarantee that every certificate can be issued remotely. In an emergency, do not wait for an online appointment.

For a confirmed Zoom appointment, open that appointment's link at the stated time and join with your camera and microphone available. For a WhatsApp appointment, be available at the number associated with the booking to receive the professional's call.

Use the time and time zone in the confirmation. Do not use a link from another appointment or default to a Zoom waiting room when you selected WhatsApp.

A Zoom link in a message does not prove that your chosen channel has changed. Compare the channel recorded for the booking with the confirmation; do not assume that you must wait on both channels simultaneously.

If the information conflicts, ask the booking support team to confirm the channel, giving the appointment time and the mismatch. Do not send medical documents to resolve an access problem.

Check the inbox and spam folder of the email used for booking and look for Dr.Click messages. In your patient area, check whether the appointment appears and its status. A booking awaiting payment is not proof of payment.

If you were charged but received no confirmation, do not immediately pay again. Request an administrative check using only the details needed to locate the booking; do not send medical results.

Members Area

Check the date, time and time zone and remain available on your appointment's main channel. On Zoom, check that you joined the correct room; on WhatsApp, check that your device is connected and can receive the call.

If you still have not been seen, tell booking support the time and channel used. Do not buy a second appointment to recover the same consultation. A delay does not, by itself, establish that you were recorded as absent.

Check your internet connection, sound and camera/microphone permissions. Close applications using the camera and try to rejoin the same consultation link or channel.

If you cannot reconnect, notify booking support. The remedy depends on whether the assessment can safely continue; a technical failure should not automatically be treated as a no-show and does not automatically establish a refund.

Participation must be compatible with the assessment and confidentiality. Identify everyone present and their role. An interpreter is required if you cannot communicate fluently in Portuguese or English; do not assume that interpreting is included in the consultation price.

A companion or interpreter does not gain independent access to the medical record. Requesting documents for someone else requires appropriate authority to represent them.

The appointment price is the current price for the selected service, displayed in its details and booking summary. A medical assessment is not the purchase of a favourable outcome or a guaranteed document.

Psychological assessments, external tests, authority fees, certified translation and any new issue of a document are separate operations; do not assume they are included unless expressly stated. The related services below show the current offering.

Services

Payment is made before the appointment. Alternatives to a credit card include MB WAY and Multibanco references when offered for the booking. Each method may have its own instructions and expiry; observe the payment request or reference validity.

A generated reference or a received booking does not establish that payment was made. Wait for confirmation; if you were charged without confirmation, request a check before paying again.

No. Booking, payment and confirmation are different states. A reservation can still be awaiting payment; generating a Multibanco reference does not confirm settlement.

Check the status of your booking. If money left your account but payment still appears pending, keep the receipt and request an administrative check before paying again.

Members Area

You can request cancellation or rescheduling in your patient area by opening the booking and choosing the corresponding action. The currently verified online configuration allows these actions without a minimum advance notice; rescheduling requires a genuinely available new time.

Cancellation is not the same as receiving a refund. Financial consequences, discrepancies and cases where the action is unavailable require review of the conditions applying to your purchase. Do not create a second booking to change the first.

Members Area

A patient no-show, a delay, a technical failure and a provider failure are different situations. Note what happened and the time/channel on which you were available, without posting health information publicly.

The remedy may require review of the booking and purchase conditions. The same fee or refusal of a refund should not automatically be applied to every scenario; the administrative outcome must follow that review.

A payment confirmation and a tax invoice or receipt are different documents. To request a missing invoice or copy, provide the purchase reference and necessary billing details; medical reports are not needed for invoicing.

For refunds, the request, decision, processing and credit through the payment method are separate steps. A request does not establish approval or immediate credit. The applicable timing must be stated for your case and must not be confused with certificate issuance.

Prepare only evidence relevant to your purpose. For driving, identify the procedure and categories and have your licence available if you already hold one. For travel, prepare the airline, date and any requested form. For fitness or sport, prepare the purpose and the organisation's form if one exists.

Reports and tests are conditional: the doctor determines what is relevant. These examples do not require your entire history or documents that do not apply to you. Send health information only through an authorised channel.

Services

Being able to book does not mean that the assessment or document can be completed without necessary evidence. Identify what is missing and tell the doctor before any issue relying on that evidence.

If essential documents are missing, the decision may remain pending or require another procedure. For a Group II/997 psychological assessment, later delivery requires the doctor's prior agreement before issue; it is not automatic permission.

Yes. The doctor may request clinically relevant evidence for a properly informed decision, such as another professional's report, optometry, diagnostic tests or updated blood tests.

The request must be proportionate and relevant to the assessment; it does not mean every patient needs the same tests. An immediate decision may not be possible. Do not assume that third-party tests are included in the consultation price.

No. The consultation is a medical assessment. Issue depends on the available information, necessary documents and requirements for the intended purpose.

The doctor may issue a document, request further evidence or decide that issue is not justified. The same applies to prescriptions: payment does not oblige the doctor to prescribe a specific medicine or guarantee fitness.

Issue occurs only after the assessment is complete and necessary evidence has been reviewed. If documents or tests are outstanding, payment or the end of a video call does not establish that a certificate was issued.

Issue, transmission to an authority and receipt by the patient are different events. There is no single deadline for every document or pending matter. If a deadline was given, check which step it concerns and when it starts.

Sending, technical receipt and medical review are different steps. A sent message or upload receipt does not prove that the content was correctly received, reviewed or incorporated into the assessment.

Keep the delivery reference and the request it answered. To clarify a pending matter, provide that reference through the appropriate support channel instead of repeatedly sending medical information to several channels.

Resending provides another copy of an existing document; correction addresses an error requiring review; a new issue produces another document after the necessary checks.

Identify which situation applies and the document concerned. Procedures, times and costs can differ. The €15 rule for a particular new driving certificate issue is not a general fee for copying, resending or correcting documents.

The consultation language and the document language are separate matters. Documents are normally issued in Portuguese; current public information provides English for a generic Fit to Fly statement and review of English forms brought to the doctor.

Certified translation is separate from medical issue and is not automatically included. Certification requirements and acceptance depend on the receiving organisation; provide the specific form and instructions before the assessment.

Requirements depend on the category, age, use and procedure. Renewing a light-vehicle licence does not necessarily have the same requirements as heavy categories or certain professional uses.

Do not rely on one age threshold for every case. Identify your licence categories and purpose and use the official IMT information below. The medical assessment is separate from the administrative renewal decision.

These are different procedures. State whether you need a first licence, renewal, exchange of a foreign licence or another purpose, and the categories involved.

If you do not yet hold a licence, you cannot be required to produce a nonexistent one. For an exchange, the foreign title's categories, restrictions and documentation may matter. Not every administrative attachment required by IMT is automatically needed for the medical assessment.

They should not be treated as interchangeable in every case. Code 997 is an endorsement connected with certain uses of B/BE categories; heavy categories and categories already held have their own treatment.

Identify your category, intended use and procedure. The expression Group II alone does not mean that every driver needs a new 997 endorsement or identical documents.

They are separate assessments. A medical certificate follows assessment by a doctor; a psychological certificate follows assessment by a psychologist. The advertised medical appointment is not an automatic psychological assessment booking.

The psychological assessment is in person and must be treated as a separate assessment. Before a medical certificate intended for Group II/997 is issued, the doctor must review the relevant psychological evidence.

For a Group II/997 issue, the psychological certificate and relevant evidence must be reviewed by the doctor before the medical certificate is issued. Ideally, provide them before or during the consultation through the authorised clinical channel.

If you do not have them yet, tell the doctor expressly before issue. Do not assume that later evidence can automatically be added to an already issued certificate.

You may request this, provided you inform the doctor before issue and the doctor agrees to wait and review the evidence. The request does not guarantee fitness, automatic issue or acceptance of later delivery.

A pending issue is different from a certificate already issued without the intended indication. In the latter scenario, the change may require a new issue after review of the evidence.

Where the certificate was already issued without the intended indication and psychological evidence arrives later, internal practice requires a new issue following medical review; it is not a simple correction to the previous document.

Even if later delivery was mentioned, an issue already completed without that indication must be distinguished from an issue still pending. The doctor decides whether the evidence supports a new issue.

If the previous certificate was already issued and you need a new issue in this Group II/997 scenario, the internal fee is €15 when the previous medical assessment was less than six months ago and a new issue is clinically possible.

After more than six months, a new consultation at the current price is required. Exactly at six months, human verification is needed. This excludes psychological assessment and IMT fees and is not a universal copying or correction fee.

They can differ. The consultation is the assessment event; issue may occur later, for example after additional evidence has been reviewed.

The internal period for reusing an earlier assessment runs from that assessment. Document validity has its own legal basis and reference date. Uploading or resending a copy does not extend either period.

It is not accurate to present two certificates as a universal requirement for every exchange. The exchange procedure, categories already held and requested endorsement must be distinguished.

IMT has its own instructions, and Group II/997 in an exchange must be assessed in context. If a certificate has already been issued without the intended indication, a possible new issue must be reviewed; that does not prove every exchange requires two documents.

Medical issue, transmission and availability in IMT's system are separate states. Payment, a completed appointment or documents sent to the clinic do not establish transmission to IMT.

Confirmation must be based on the issue and transmission records that actually exist. The administrative exchange, renewal or endorsement application remains a separate procedure; the certificate does not automatically replace it.

Prepare your main concern, how long it has been present, regular medication, known allergies and relevant existing tests or reports. Identify the questions you want answered.

Do not arrange new tests solely to complete a generic list. The doctor can guide assessment, prescribe where appropriate or request a physical examination or further evidence. Online care cannot guarantee a diagnosis, prescription or comprehensive check-up in every case.

State the child's age and reason for the appointment and have relevant health information available. Medication, allergies, symptom progression and a dated weight may be useful depending on the concern.

Identify the person accompanying the child and their role. The paying account does not prove authority to represent the child or grant automatic access to all data. The doctor determines suitability for video assessment and any need for a physical examination.

Photographs may help when requested for assessment, together with the condition's course and treatments used. Images should be clear, unfiltered and limited to the necessary area.

Do not send intimate photographs, identity documents or other people's images through a general enquiry flow. Use the authorised clinical channel and the request's instructions. Photographs or payment do not guarantee a particular prescription.

The current service is for non-competitive sport. It must not be presented as a universal replacement for the sports medical examination required for federated competition, elite sport or age-category reassignment.

State the activity, intensity and receiving organisation, and provide its form if there is one. Before purchasing, check that your purpose matches the service: an online consultation does not mean every sports examination can be delivered remotely.

These are different purposes. Identify the licence or title sought, whether it is an issue or renewal, and the school or receiving authority's form.

An assessment advertised for recreational navigation does not establish that it covers professional maritime requirements or every skipper role. The doctor needs to know the purpose and verify that the assessment matches it.

The medical assessment, any psychological assessment and the authority's licensing decision are separate matters. A medical consultation does not issue a firearms licence.

State the purpose, application type and requested form. Any medical document depends on assessment and applicable requirements; payment and a video call do not guarantee fitness or approval of the administrative application.

No. They involve different purposes and procedures. State which application requires the medical assessment and provide the receiving organisation's form or instructions where available.

A medical document does not automatically replace a certificate, licence or administrative decision. If firearms are also involved, identify that purpose; do not assume one document covers every procedure.

There is no universal acceptance. Identify the recruitment process, course, role or organisation and provide the specific wording and requirements rather than your entire application.

A general fitness certificate should not be presented as a replacement for occupational health assessment, a medical board or specialised assessment required by the recipient. The doctor considers the purpose and the evidence needed.

Forms and requirements depend on the airline and the specific request. Prepare the airline name, travel date and any instructions or MEDIF requested from you.

The medical assessment and transport decision are separate. Relevant clinical evidence, such as recovery or discharge information, may be needed. A statement does not guarantee boarding or automatically replace the airline's own form.

Use only a clinical channel authorised for that request. Ordinary support email is for general information and administrative assistance; do not use it to send reports, tests, clinical images, passwords or authentication codes.

If no delivery channel has been confirmed, ask the team to identify the secure channel before transmitting files. Send only evidence requested and relevant to the purpose; a booking area should not be assumed to be a clinical document repository.

Paying, accompanying someone or being related does not automatically grant access to another person's health data. Identity and appropriate authority to represent that person must be verified.

Information may be provided only within the authorised scope and through the appropriate channel. Do not send another person's medical record in a public message or general support conversation as proof of your relationship.

The child, representative and basis of representation must be identified. Age, capacity and circumstances can affect how a request is handled and who may receive particular information.

Booking through an account or paying does not, by itself, settle these matters. Individual cases require proportionate human verification before access to clinical information is granted.

Verification protects your information and helps prevent disclosure to someone else. A name, matching email, telephone number or booking reference does not, on its own, prove identity and authority to access a case.

Account access, the relationship to the request and the authorised channel must be checked as appropriate to the matter. Never give another person your authentication codes or password to obtain assistance.

Identity verification does not mean collecting an identity-document copy from every patient. The need, basis and method of verification must be proportionate to the purpose.

Do not send a copy unprompted through FAQ search or support email. Where further evidence is necessary, the purpose, appropriate channel and applicable alternatives should be explained, without collecting unnecessary information.

For general information, email info@drclick.pt. For booking assistance, explain the administrative issue and provide the minimum details needed to locate the request; do not send medical results or passwords.

Clinical questions or document-access requests need the appropriate professional and verification. An automated assistant does not decide fitness, issue, refunds or access to another person's data.

info@drclick.pt

Professional WhatsApp is for customers with a purchased service and verified payment, where that channel is appropriate. A received message or reservation does not, by itself, prove payment.

The number is not published in this public FAQ. Before purchasing, use info@drclick.pt for general information. Clinical information and documents remain subject to secure-channel and access-authorisation requirements even after payment.

info@drclick.pt

You may explain the issue to the team and use applicable formal complaint channels, including the electronic complaints book linked below. Identify the service and issue objectively.

Do not post medical results, documents or another person's data in a public review to obtain assistance. An administrative complaint does not replace urgent clinical care or authorise public disclosure of a medical record.

No. Dr.Click does not replace emergency services or guarantee immediate care for serious situations. If you suspect a serious risk to health or life, do not wait for an online appointment or an email response.

Use the emergency service appropriate to your location. In the European Union, the emergency number is 112. Urgent assessment should not depend on completing a booking form or verifying an account.