client having trouble accessing my telehealth

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Madeleine B. Jenny

• December 31, 2020 02:50

this week for the first time she was not able to go to telehealth on her apple ipad. Got a notice she had to have a different browser. We had to reschedule to tommorrow. Can you please give me info on this to give to her?

from her:

I’ve consulted with Michael, who was baffled as to why your Simple Practice platform would work for me one week and not the next. He has suggested a couple things for me to try ahead of time to get my iPad set up a little differently.

I hope it will work tomorrow morning. There is nothing therapeutic about a software/connectivity hassle!

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  Ruth

  • January 05, 2021 06:01

  Hi Madeline, we've since removed this message instructing participants to use a Chrome browser. We'll be replacing it with a clearer notification to update your browser in general, not just Chrome. Regardless, when using a mobile device (iPad, tablet, or smartphone) you should always be doing so from the Telehealth by SimplePractice app, not a browser. Your client can download the app from the App Store on their iPad! There's a section on our Telehealth FAQs for clients that goes over how to use the Telehealth by SimplePractice app: https://support.simplepractice.com/hc/en-us/articles/360003183011-Telehealth-FAQs-for-clients#usingasmar  - Ruth

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