"Fail to admit" client from waiting room
I am having an issue where my client is in the waiting room, and when I click the "Admit" button, I get a message saying "failed to admit" the client. What is going on, and how do I fix this?
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This just happened to me today with one client from my desktop computer. I clicked on ADMIT but nothing happened. I got the "failed to admit" so I ended the session and tried again. 5 times. The next thing I tried was to access the session from my phone. This time, I got an error message on the phone indicating there was a problem with the app. I tried one more time on my desktop. This time, I got through.
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This also just happened to me. I tried multiple different ways to restart the session and try to get my client through. Had to reschedule. I had another online appointment right before this scheduled one and it worked just fine. Simple Practice needs to find a solution to this issue and resolve it as quickly as possible - people are paying for a service that is not currently working to its full functionality
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This just happened to me today. It has never happened before. I was in a session, the screen froze, we both closed our windows and rejoined. I was able to rejoin, but my client was not, and I got an error message "failed to admit client" - BUT I DO NOT HAVE TO ADMIT CLIENTS TO THE SESSION. I have that toggled off, so people are able to join immediately on signing in.
SP was sold to private equity a year ago. They have zero motivation to fix anything. They are only interested in profits, which is why the platform is breaking down.
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I've just received reports of this happening with two therapists in my group today. Any update from SP staff on what could be causing this? Will be passing along the information to try out letting clients enter the waiting room without being admitted, but a system fix or update here would be fantastic!
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It seems SP's response to my help request isn't allowed to be shared, because that comment has been 'pending approval' while my other comments, including this one, is clearly not. Many of the general telehealth fixes under the help page were recommended. Then it referred to a telehealth release on 2/25/25 that added the error 'failed to admit.' When this shows at the start of a session it's meant to indicate the error is on the client's side. In theory, the client has to go through all the work on their side to troubleshoot.
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Hello, I have had this happen in the past and I've been able to clear it somehow - I ask the client to log off and I log off and then I open the waiting room and then text them to log into the waiting room and try and join - this has worked in the past but today - I have tried to do this and it has failed over 20 times - I'm wondering if the client is clicking on the join button multiple times unsuccessfully and getting a bit nervous and continuing to click on the join button which may jam up the process? I don't know but it is very frustrating - for the clinician and for the client...
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It's now 4 months since I first had the problem. It's happened again. This time, instead of wasting time (= money!!!) with multiple attempts, I simply called my client. Only after waiting 10 minutes, were we able to sign into the virtual session. SIMPLE PRACTICE: PLEASE FIX THIS!!!!
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