Frequently Asked Questions
Telehealth Troubleshooting
We've developed a detailed troubleshooting guide to help clients resolve common technical issues and their solutions, ensuring minimal disruption to their mental health care experience.
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Telehealth Troubleshooting
Before The Session​
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Internet Connection Test
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Recommended speed: 1.5 Mbps minimum​
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How to test: Visit speedtest.net
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Alternative connection options: mobile hotspot or ethernet cable
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Device Setup
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Recommended browsers: Chrome and Firefox (latest versions)​
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Required permissions: Camera and Microphone
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Position device so they your entire face is in view and well lit
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During The Session​
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Audio Issues
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Check mute status
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Verify correct audio input/output selection
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Video Issues
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Camera permission verification
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Background app interference check
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Browser refresh
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If technical issues persist, your clinician will contact you via phone.
Satisfaction Guarantee
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