It can feel stressful to log in for your session and not see your provider right away. To allow for minor delays or technical issues, both members and providers observe a 10-minute grace period at the start of each session.
What You Should Know
The 10-Minute Rule: Please remain in the virtual room for at least 10 minutes past your scheduled start time. Your provider is also required to wait 10 minutes for you if you are running late.
Waiting Room Logic: Upon joining, you will see a secure "Waiting Room" screen with your provider's name. This confirms your internet connection is active and you are in the exact right place.
Common On-Screen Messages
On-Screen Message | What it Means |
| "Waiting for your provider" | You are in the right place. Your provider should be joining and prompting to admit you very soon. |
| "Your provider is here" | Your provider has successfully launched the session and will pull you from the virtual waiting room momentarily. |
| “We couldn’t find your appointment” | This may happen if your link is outdated or doesn’t match an upcoming session. Double-check your appointment date, time, and confirmation email. |
| “Just a bit too early” | You are attempting to access your video session more than 5 minutes before the scheduled start time. The platform will open up precisely 5 minutes before your slot. |
| “Session has ended” | You have joined more than 15 minutes after the scheduled end time of your appointment. The video link has expired, and you will need to book a new appointment. |
What You Can Do
- Stay in the Meeting: Keep the window open. Often, a provider is simply experiencing a brief delay and will admit you within the first few minutes.
- Send a Direct Message: Check in with your provider in real-time through the Spring Health platform:
- Log into your Spring Health account via the App or Website.
- Locate the Messages tab or icon.
- Send a brief message (e.g., "Hi! I'm in the virtual room and ready when you are.")
- Monitor the Time: If the clock reaches 10 minutes past the start time and the provider has not joined or responded, you are welcome to leave the meeting.
If you have surpassed the 10-minute grace period and your provider did not appear, please contact our Care Team immediately.
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