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FAQs: Amwell E-Visits and Treatments

Frequently Asked Questions


Q:How do I enter the Service Key?


It is essential to enter WEA Trust’s Service Key to access Amwell and make sure your e-visit is covered under your health plan. WEA Trust’s Service Key is TRUST.  It is not case sensitive.

You will be prompted to enter this Service Key when signing up for Amwell. If you signed up for Amwell without entering TRUST as the Service Key, you can log into your Amwell account to add it.

From a computer:

  1. Go to
  2. Sign in using the account information you set up
  3. Under the “My Services” column on the right-hand-side, there is a blue text link that says “Add a Service Key.” 
  4. Click that link and a pop-up box will appear where you can type TRUST
  5. Log out and log back in to finish

From a smartphone:

  1. Open and log into the Amwell app
  2. Tap on the “More” link at the bottom right of your screen
  3. Tap the menu option called “Service Keys” 
  4. Type in TRUST
  5. Log out and log back in to finish


Q:What is Amwell?

Our member Gayle Lassen explains it best: “Amwell is incredibly easy and efficient. The best way to describe it is to say that it's FaceTime with a doctor.”

Amwell is a faster, easier way to see a doctor. You can have video visits with a doctor anytime. It's easy to use, private, and secure. It’s free to enroll, and the cost per visit is $5 for most WEA Trust members. Click here for more detailed pricing information.

Amwell offers:

  • Your choice of trusted, U.S. board-certified doctors licensed in Wisconsin

  • Real-time video visits using the web or mobile app

  • Consultation, diagnosis and even prescriptions (when appropriate)

Amwell is perfect when your doctor’s office is closed, you’re too sick or busy to see someone in person, or even when you’re traveling.

Q:When would I use Amwell?

Great times to use Amwell include:

  • You should probably see a doctor but can’t fit it into your schedule.

  • Your doctor’s office is closed.

  • You have children at home and don’t want to bring them with you.

  • It's difficult for you to get a doctor's appointment.

  • You're on business travel and stuck in a hotel room.

Amwell is not meant to take the place of the relationship between you and your primary care physician (PCP). Still go to your PCP to treat chronic conditions like diabetes or heart disease. If it’s an emergency, always call 9-1-1. 

Q:How do I sign-up?


You can sign up on 3 different platforms:

1. Download the iOS or Android app by searching “Amwell.” 
2. Sign up online at .
3. Sign up over the phone at 1-855-818-DOCS

Follow the sign-up prompts on your chosen platform. Enter “trust” as the Service Key, and have your WEA Trust ID card handy to enter your health plan information.

Q:What can doctors treat on Amwell?

Doctors on Amwell can help with hundreds of minor acute health issues. Some of the most common conditions they treat are sinus infections, common colds, and bronchitis.

Doctors on Amwell also commonly treat these minor/acute conditions:

  • Urinary tract infections
  • Sore throat
  • Pinkeye
  • Upset stomach
  • Flu
  • Allergies
  • Skin wound or rash
  • Ear infection
  • Migraines

Q:What is an Amwell e-visit like?

Most Amwell e-visits take about 10 minutes, but you can always add time if you need to. Doctors on Amwell can review your history, answer questions, diagnose, treat and even prescribe medication. Prescriptions will be sent to your pharmacy of choice.

Q:How much does Amwell cost?

Most WEA Trust members will have a $5.00 copay for each Amwell e-visit. The cost for your visit will be calculated right before you begin your visit.

More details:

  • Essential Health Plan members will have a $5.00 copay for each Amwell e-visit until the deductible and/or maximum out-of-pocket is met.
  • Most State Health Plan members will pay $5.00. All Medicare prime members, Local traditional (P02) and Local Deductible (P04) will have a $0 copay.
  • Essential Qualified high deductible plan members will pay $39.00 per e-visit until deductible and/or maximum out-of-pocket is met. 
  • WEA-MedPlus members will pay $39.00 for each e-visit. 

You may use your flex spend account (FSA) to pay for Amwell services.

Do you think you have been incorrectly charged for a video visit? Contact the Amwell customer service number 855-818-3627 to resolve this issue.

Q:What should I do if I was incorrectly charged for a video visit?

You could be charged more than $5 for your doctor video visit for one of two reasons:

  1. You are not on the Essential Health Plan. State Health Plan, WEA-MedPlus, and Essential Qualified Plan members may have different cost sharing options.
  2. You were incorrectly charged. Most often, this happens because the Service Key “trust” or your WEA Trust ID number was not entered when you signed up. If this issue occurs, please contact Amwell’s customer service team at 855-818-3627.

Q:What should I do if I get a message that my insurance cannot be verified?

Double check that the name you use to sign up for Amwell is entered EXACTLY as it appears on your ID card. This includes the spacing between hyphenated last names.


Q:How do I add my spouse?

Your spouse should create a separate account to enroll. Your spouse also needs to enter TRUST as the Service Key to guarantee WEA Trust cost savings.

Q:What do I do if I have a child over 18 who is still on my health insurance?

They should enroll as an adult and create their own separate account. Your child also needs to enter TRUST as the Service Key to guarantee WEA Trust cost savings.

Q:How do I add a child to my account?

Parents and guardians can add their children who are under age 18 to their account and have doctor visits on their behalf.  Enroll yourself first and then add your child or dependent to your account.

On the web: login, go to My Account -> My Profile -> My Children and select “Add” to enter the appropriate information.

On a mobile device: login, then go to More (at the bottom of the app screen) -> My Children and select “Add Child” to enter the appropriate information.

Q:What should I do if I get a message that my insurance cannot be verified?

Some WEA Trust members who have an Essential Qualified or State Health Plan receive this error message when they sign up. Ignore the message and continue signing up. You will be charged the correct amount ($39) when you have a doctor visit.

We also recommend double checking that the name you use to sign up for Amwell is entered EXACTLY as it appears on your ID card. This includes the spacing between hyphenated last names.


Q:Do I need Wi-fi to use the Amwell app?

For the best experience when using the Amwell app on your Android or iOS mobile device, a Wi-Fi connection is recommended, and may be required by your operator in order to have an e-visit.

Q:Can I access Amwell using the web browser on my smartphone?

Amwell is not currently available using the web browser on your mobile device.

To access Amwell, you will need to download the Amwell app. Visit Google Play or the Apple Store and search for “Amwell” to locate the app. Download the app and follow the instructions to get started. 

Q:Is my smartphone compatible with the Amwell app?

To use Amwell on your mobile device, ensure that your device meets the requirements below.

  • Amwell app installed
  • To support two-way video visits, your device must have a front-facing camera
  • Operating System - iOS (v7.0 or later required)
    • iPhone
    • iPad
    • iPod Touch
  • Operating System - Android (Gingerbread v2.3.3 or above)
    • Android Phone
    • Android Tablet
    • Not supported: HTC myTouch, and the PantechP9070


Q:What kind of internet is required to use Amwell?

For the best experience when using Amwell on the web, high-speed broadband (500 kbps minimum) internet access is recommended. For the best video quality, connect via a “wired” internet connection.

Q:Which web browsers work best with Amwell?

You can access Amwell from the web using any of the browsers listed below. You will also need to ensure that both JavaScript and Cookies are enabled in your browser settings.

  • Google Chrome (v41.0 or later)
  • Mozilla (v37.0 or later)
  • Microsoft Internet Explorer (v9.0-v11)
  • Safari (latest version recommended; one version prior supported)

Q:Why does something keep interrupting my video connection?

To take advantage of the enhanced video capabilities, ensure that there is no conflicting software running in the background. This includes other applications that may try to use your webcam (e.g., WebEx, GoToMeeting, Skype, etc.). Be sure that you have completely quit or exited out of any of these applications prior to using Amwell.

Questions & Assistance

If you have questions about Amwell, please call or email the support team at 1.855.818.DOCS (1.855.818.3627) or . Amwell assistance is available 24/7.

If you have questions about WEA Trust, please contact our customer service team at 800.279.4000. Our support team is available from Monday through Friday, 7:30am-5:00pm.

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