Are you experiencing technical problems with voice notes with your therapist?
If the voice notes are not being heard or sent correctly, 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.
It is important to note that you can only send one voice message of up to two minutes a day. The reception of voice notes is unlimited.
When sending audios you should know that this functionality is only operational in the following types of plans:
Private accounts: video call or chat, quarterly or semi-annual plans.
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Business collaboration accounts: all video call plans and Text Therapy plans.
Steps to Solve Common Problems
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:
Update the website or app. Make sure you have the latest version of the app installed or update the website.
Reinstall the app or restart the device.
Check permissions of the app 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 this data, you will lose any saved passwords, so make sure you remember them before proceeding.
Try using another browser or device to verify if this is the problem.
Try accessing the platform through 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 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.