Using Zoom for one-on-one support calls and screen sharing

At times, a specialist may decide that scheduling a one-on-one Zoom video call is the best way to resolve your questions. Using Zoom for video calls and screen-sharing allows you to show us the specific question you have in your account.

Important: Our team uses a HIPAA compliant version of Zoom.

In this guide, we'll cover:

• Scheduling a Zoom call with a specialist
• Installing Zoom
• Adjusting device settings before joining the Zoom call
• Joining the Zoom call
• Sharing your screen
• Troubleshooting joining the meeting

Scheduling a Zoom call with a specialist

Note: To learn more about getting help from our team, see Logging in to SimplePractice and submitting help requests.

If it’s determined that a call would be helpful for your situation, the specialist you’re working with will send you a link to book a one-on-one video meeting with them.

To book the meeting:

1. Click the booking link in the email request
2. Select the date and time you’d like to meet
3. Under Provide information, enter the following information:
   • Your name
   • Your email
   • Your mobile phone number
     • Check the box next to OK to send me booking notifications via SMS to receive text notifications for your meeting
4. Click Done

You’ll see a screen confirming your booking:

You’ll also receive an email confirmation. This confirmation includes the Zoom link you can use to join the call:

Installing Zoom

If you're using Zoom for the first time, please make sure to install and set up the software before your scheduled meeting to avoid delays.

Note: To download Zoom, visit the Zoom Download Center.

Adjusting device settings before joining the Zoom call

Before joining the Zoom call, confirm your device settings allow Zoom to use your camera, microphone, and screen sharing.

On a Mac

When accessing Zoom on a Mac computer, your Privacy & Security settings must be enabled to allow screen sharing.

1. Navigate to System Settings > Privacy & Security
2. Choose Screen Recording
3. Toggle access on next to Zoom

On a PC

PCs typically don’t require the same permissions as Macs, but if you're experiencing issues, you can confirm your access settings.

1. Click Start
2. Navigate to the Settings Wheel > Privacy
3. Under App permissions, select Camera or Microphone
4. Make sure Allow apps to access is toggled on

Joining the Zoom call

To join your Zoom call:

1. Click the link in the confirmation email or in your email help request

2. When Zoom opens, click Join with Computer Audio so you and the specialist can hear each other

3. Hover your cursor in the bottom left corner and select Start Video

Note: For detailed instructions on joining a Zoom meeting, including audio and video setup, see Joining a Zoom meeting from Zoom's support center.

Sharing your screen

Sharing your screen during a video call allows the specialist to view your account so you can work through questions together. To share your screen:

1. Move your cursor to the bottom of the Zoom window and select Share Screen
2. Under Entire screen, choose Desktop 1 (or the desktop where SimplePractice is open) to share the correct screen with the specialist

3. Click Share

Troubleshooting joining the meeting

If you’re seeing a message when trying to join the Zoom meeting, review the guidance below.

Host has locked the meeting

If you receive a message like "Host has locked the meeting" or "Unable to join", the specialist is currently assisting another customer.

If your scheduled meeting time is approaching, the specialist is likely wrapping up and will be ready to join you shortly.

Important: When a meeting is locked by the host, no additional participants can join. This helps protect your account data during the call.

Waiting for host to start this meeting

If you receive a message indicating you need to wait for the host to start this meeting, leave the Zoom window open. The specialist will join at the scheduled meeting time or as soon as possible.