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.

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

In this guide, we’ll cover:

• Scheduling a Zoom call with a specialist
• Installing Zoom
• Using Zoom
• Enabling your Privacy & Security settings on a Mac
• Using Zoom on a PC
• Sharing your screen
• Meeting is locked by host
• Waiting for host

Scheduling a Zoom call with a specialist

Note: To learn more about getting help, 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:

• Click the booking link in the help request
• Select the date and time you’d like to meet

• Under Provide information, complete the following fields:
  • Your name
  • Your email
  • Your mobile phone number
    • Check the box next to OK to send me booking notifications via SMS if you want to receive text notifications for your meeting

• Click Done

You’ll see your booking confirmation on the next screen:

You’ll also get an email booking confirmation that includes the Zoom link for your upcoming meeting:

Installing Zoom

If you're using Zoom for the first time, you'll want to give yourself a few extra minutes before your scheduled meeting to install and set up the software. 

Note: For additional details on downloading and installing Zoom, see Zoom Download Center.

Using Zoom

To join the Zoom meeting:

• Click the link in your one-on-one confirmation email or the link in the email that the specialist sent you
• Once Zoom opens, click Join with Computer Audio so you and the specialist can hear each other

• Hover over the Zoom window and select Start Video in the lower left corner

Note: If you have questions about joining the video call, see Zoom's resources on Joining a Zoom meeting.

Enabling your Privacy & Security settings on a Mac

When accessing Zoom from a Mac computer, make sure your computer’s Privacy & Security settings are properly enabled to allow screen-sharing through Zoom. To do this:

• Navigate to your computer’s System Settings > Privacy & Security
• Select Screen Recording

• Enable access for zoom

Using Zoom on a PC

While Mac computers require that you allow access to share your screen and use the camera and microphone, PCs don’t. If you encounter issues while using Zoom on your PC, you can:

• Click Start in the bottom left
• Navigate to the Settings Wheel > Privacy > Camera or Microphone
• Make sure Allow apps to access is turned on

Sharing your screen

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

• Hover over the Zoom window and select Share Screen

• Select the window or app that you'd like to share
  • We recommend Desktop 1, or the one on which you have your SimplePractice account open

• Click Share

Meeting is locked by host

If you receive a message stating that you’re unable to join the meeting because the host has locked the meeting, the specialist is currently assisting another customer.

If it's a few minutes to your meeting time, they're likely wrapping up with another customer and will be ready to speak with you shortly.

Important: When a meeting you’re in is locked by the host, no additional participants will be able to join the Zoom meeting. This helps protect your account data during the call.

Waiting for host

If you see Waiting for host to start the meeting, leave the window open and the specialist will join at the scheduled meeting time.