If you're joining from the Provider Portal, close the video call tab, refresh the Provider Portal page by pressing Ctrl + R (Windows) or Command + R (Mac), and join again. Please keep in mind that the Provider portal works best on a desktop or laptop, and should not be used on your mobile phone.
If you're joining from the Mobile App, try restarting the app and join again.
If the issue persists, please reach out to the member immediately, and switch to a different video call platform if need be. After the session, report the issue you were experiencing to us either via chat or email us at [email protected], with relevant screenshots and a detailed account of what transpired. This will help us to troubleshoot and prevent such future occurrences.