Are you experiencing technical problems with video calls or voice messages with your therapist?
If you are unable to participate in the video call with your therapist, first check if the problem occurs in both the mobile app and the website. If it only occurs in one of the options, try using the other while the problem is being resolved.
Recommendations to solve problems with the video calls
Sometimes, errors can occur due to various factors, such as connectivity issues or temporary platform failures. If you are experiencing recurring problems, follow these steps:
- Wait a few seconds for the call to load properly.
- Make sure the therapist is the first to join the video call. If the option is enabled and the patient joined first, end the session and start it again, ensuring the therapist is always the first person to join.
- Check your device’s volume and make sure it isn’t muted.
- Grant explicit permissions for the microphone and camera in your browser or app settings.
- Switch the audio and video source if multiple options are available.
- Check if the camera is being used by another application.
- Try different video quality settings if available.
- Disable the VPN if it’s active, as it may interfere with video calls.
- Update the app. Make sure you have the latest version installed.
- Reinstall the app or restart the device.
- Check your internet connection to ensure it’s stable.
- Try using another device to see if that’s the issue.
- If you’re accessing from the app, try joining the session via the web browser.
- Clear your browser cache and cookies. Remember that clearing this data will remove saved passwords, so make sure you remember them before proceeding. Try accessing the platform in an incognito/private window. This can help identify if the issue is related to your browser settings.
If after following these steps the problem has not been resolved, please contact our Customer Care team by submitting a request or through the Help chat available on the app. We are here to help you resolve any issues you may have.