This article is intended for:
👤 Members (Employees)
For Providers, please refer to I'm not able to start the video call
Can't find the session booked? See:
[For members] I can't find the session I've booked
[For Providers] I can't see sessions booked
First, make sure you’re logged in to the correct account used to book the session.
If you’re unsure which account was used, check which email address received the booking confirmation email. That email address is the one linked to the booking.
If you are already logged in to the correct account, we recommend switching immediately to a different video call platform like Zoom, Google Meet or MS Teams for your session. Reach out to your Provider via chat and/or email to arrange a different platform.
You may also try the following troubleshooting steps:
Close the video call tab and rejoin the call.
Refresh the Care Team tab or restart the app.
Log out and log in to the app
Try a different web browser, such as Google Chrome, Safari, and Microsoft Edge
Make sure you've allowed your web browser to access your camera and microphone. Click the icon to the left of the URL to grant access, then reload the page. See Check Your Tech Setup
Check your internet connection strength.
If you're connected to a firewall, VPN and/or company network, try disconnecting them as it may interfere with the video call.
After the session, please report the issue to us via chat or email us at [email protected] with relevant screenshots or a screen recording. This will help us troubleshoot and prevent future such occurrences.
📝 Note:
Video calls may be blocked by your company's internal security policy, causing disruptions in video and audio. We recommend reaching out to your IT team to whitelist certain domains and IP addresses. See Video session enablement for more details.
Are you a Provider instead?