Are you experiencing technical problems with video calls with your patients?
If you are unable to make a successful video call with your patient, first check if the problem occurs on 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.
If you are experiencing problems with the new version of the https://therapist.ifeelonline.com/login platform, it is likely because it is still in testing mode, so we encourage you to use the previous version: https://app.ifeelonline.com/users/sign_in
Common Troubleshooting Steps
Sometimes, issues can arise due to various factors, such as connectivity issues or temporary glitches in the platform. If you are experiencing recurring problems, follow these steps:
- Update the website or application. Make sure you have the latest version of the app or update the website.
- Reinstall the app or restart the device.
- Check permissions to access your device's microphone and video. In privacy settings, make sure access is enabled.
- Check your internet connection to make sure it is stable.
- Clear your browser's cache and cookies. Remember that by clearing these, you will lose any saved passwords, so make sure you remember them before proceeding.
- Try using another browser or device to see if this is the problem.
- Try accessing the platform in an incognito profile. This can help identify if the problem is related to your browser settings.
- Wait a while and then try again later, as temporary problems sometimes resolve themselves.
Contact Support
If after following these steps the problem has not been resolved, please contact our Support team (https://supportifeel.zendesk.com/hc/es/requests/new).
It will also be helpful if you send our link to patients so that the problem can be further explored on their accounts and devices.
This way, when the session cannot take place due to technical problems, both you and the patients will not lose that session and will be able to reschedule it without any problems.
We are here to help you solve any problems you may have.