How Can I Troubleshoot Issues When Joining a Session?

If you're having trouble joining a virtual session, here are steps to resolve common issues:

1. Session Not Available or Not Found

If you see a message saying the session isn't available or the appointment can't be found:

• Make sure you're opening the virtual care link from your scheduled appointment. Tip: Access the link directly from the Member Portal for accuracy.
• Double-check that you've pasted the entire link from the Member Portal into your browser.
• If the problem continues, contact support and provide the appointment link you are trying to use.

2. Stuck in the Waiting Room and Session Won’t Start

If you find yourself stuck in the waiting room:

• Confirm you’ve clicked "Start Session" to indicate you're ready to join.
• Make sure you're opening the virtual care link from the scheduled appointment (again, accessing it from the Member Portal is recommended).
• Send a message to your provider to check if they’ve joined the session.
• If your provider hasn’t joined or reached out to you within 10 minutes of the appointment start time, contact support for assistance.

Following these steps should help resolve most issues when joining a session.