Work through the section that matches what you see.
The client cannot open the link
| What they see | Why | Fix |
|---|---|---|
| "Opens at …" | Too early. Links open 30 minutes before the start by default. | Wait, or raise Link opens before the appointment under Settings → Telehealth. |
| "This link has expired" | More than 30 minutes past the scheduled end. | Extend or reschedule the appointment (the window follows it), or right-click the card → Send video link for a fresh one. |
| "This appointment was cancelled" | The appointment is cancelled. | Rebook it and send the new link. |
| Their name is refused | The name typed does not match the record. | They should type it as you have it; the box is pre-filled from the record. |
The client never got a link
Right-click the appointment → Send video link (or Send video links for a group). If it fails:
- The client needs a phone or email on file. Texts also need texting to be enabled for the practice and allowed for the client; see SMS isn't sending.
- Link emails and email reminders only go out from a verified sender; see Set up email notifications.
- Reminders carry the link only while Include the link in appointment reminders is on under Settings → Telehealth.
Copy video link on the card gives you the link to send another way.
The client is stuck "waiting"
They are in the waiting room. Open the visit and click Admit on the prompt (or Admit all). If you would rather not admit each time, turn the waiting room off in your host settings (the gear in the call); clients are then admitted as they arrive.
A client you sent back to the waiting room can be admitted again. A client you removed cannot rejoin; send them a fresh link if that was a mistake.
No camera or microphone
- The browser must be allowed to use the camera and microphone. Look for the camera icon in the address bar and allow it, then reload the page.
- Pick the right device from the device pickers on the pre-join screen; laptops docked to monitors often default to the wrong one.
- Another app may be holding the camera; close it.
- On a phone, use Safari on iPhone or Chrome on Android; a browser inside another app (a mail app's built-in browser) often blocks the camera. Open the link in the real browser.
Sound and picture in the call
- Shared tab has no sound: tab audio is a Chrome feature. Share a tab (not a window) and tick "Share tab audio".
- Backgrounds are not offered: blur and scenes need a desktop browser.
- Choppy video: lower the video quality in the host settings, or ask the client to close other tabs. The pre-join screen shows connection quality.
"Telehealth is not included in your plan" or "turned off for this practice"
Telehealth is on Pro plans and above. Turn it on for the location under Settings → Telehealth → Video visits. Your settings are kept while the feature is off. See Telehealth settings and minutes.
Minutes look wrong
Usage counts every participant for every minute connected, so a 30-minute visit with two people is 60 participant-minutes. A visit is never cut off for running over; overage is billed with the month's usage.