Work through the section that matches what you see.
The client cannot open the link
| What they see | Why | Fix |
|---|---|---|
| "Opens at … · come back then" | Too early. Links open 30 minutes before the start by default. | Wait, or raise Link opens before the appointment under Settings → Telehealth and click Save changes. |
| "This link has expired" | Past the scheduled end by more than Link stays open after the appointment ends (30 minutes by default). | Extend or reschedule the appointment; the window follows it and the same link works again. |
| "This visit has ended" | You ended the visit. | An ended visit cannot be reopened. Book a new appointment if you still need to meet. |
| "This appointment was cancelled" | The appointment is cancelled. | Rebook it and send the new link. |
| "This link is not valid" | The link is incomplete or mistyped. | Send the link again (see below). |
| "That name does not match this appointment" | The first name typed does not match the first name on the appointment. | The box starts filled in with the name on the record, and the message suggests the right form (for example "Try "Ana A."."). Any name with the same first name is accepted. |
The client never got a link
Right-click the appointment → Send video link (or Send video links for a group). It goes by text and email. If it does not arrive:
- The client needs a phone or email on file. Texts also need texting to be allowed for the client (not opted out) and a practice phone number; 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. Send a reminder 10 minutes before adds a second text and email with the link.
For a one-to-one visit, right-click → Copy video link gives you the link to send another way.
The client is stuck "waiting"
They see "You are in the waiting room". If it adds "Your provider has not started the visit yet", open the visit and click Start visit. Once you are in, a "… wants to join" prompt appears with Admit and Decline; you can also click People in the toolbar and use Admit (or Admit all when several are waiting) under Waiting room.
If you would rather not admit each time, turn off Use waiting room in Telehealth settings (the button on the screen before you start, or More → Settings in the call). Clients then join as soon as they enter their name.
A client you sent back with Send to waiting room, declined, or removed with Remove from visit can open the link again and ask to join; they land in the waiting room and you decide whether to admit them.
No camera or microphone
- The browser must be allowed to use the camera and microphone. The client's page says "Allow camera and microphone access in your browser to join." Look for the camera icon in the address bar, allow it, then reload the page.
- As the host, pick the right camera, microphone and speaker in Telehealth settings (Video and Audio sections); laptops docked to monitors often default to the wrong one. Clients use their device's default camera and microphone, so a client with the wrong one should change it in their device or browser settings.
- Another app may be holding the camera; close it.
- On a phone, open the link in the phone's own browser (Safari on iPhone, Chrome on Android). A browser built into another app, such as a mail app, often blocks the camera.
Sound and picture in the call
- Shared tab has no sound. Share a browser tab (not a window or the whole screen) and turn on the browser's option to share the tab's audio. Tab audio works in Chrome and Edge. When it works, the share is labelled "Screen share · with audio".
- Background says "Not supported in this browser". Blur and background scenes need a browser that supports them; try a current desktop browser. If the Background option is missing for clients, Blur or replace their background is off under Settings → Telehealth.
- Choppy video. As the host, set Quality under Video in Telehealth settings to a lower level (it is Auto by default), and ask the client to close other tabs and apps or move closer to their Wi-Fi.
"Telehealth video visits are not included in your plan" or "Telehealth is turned off for this practice"
Telehealth is on Pro plans and above. If your plan includes it, turn on Video visits for the location under Settings → Telehealth and click Save changes. Your settings are kept while the feature is off. See Telehealth settings and minutes.
Minutes look wrong
Usage counts every participant, host included, for every minute connected, so a 30-minute visit with two people is 60 participant-minutes. A visit is never cut off for going over your plan's allowance; on paid plans, overage is billed with the month's usage.