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video link not working

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42 comments

  • Ruth

    Hi Michelle, we're working with customers individually to figure out I’ve created a help request on your behalf so our Technical Team can investigate your Telehealth feature specifically. I've marked your help request high priority so they'll be reaching out to you over email as soon as possible! 

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  • Michelle Fuentes

    Where do you want me to paste my browser information?

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  • Ruth

    Hi Michelle, it looks like you were able to resolve this issue on your own, but in the future you can paste your browser information directly in the body of your email response!

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  • Rachel Couillard

    One of my clients has been unable to access our telehealth session using the link shared at the start of the past two appointments. Is there a way to resolve this without asking them to troubleshoot it with me?

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  • Suzanne Klenck

    I cannot see my clients, but they can see me.  I need immediate assistance to get this resolved, please.

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  • Ginger Robison

    I am unable to load and open the video for virtual sessions on my chromebook. I have been able to use the virtual option prior to the last two weeks. I am able to get virtual session going on my iPad (but unable to share activities on my iPad). Can you help me figure out what I need to do to regain the use of virtual sessions on my chromebook? Thank you! 

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  • Tina Schneider

    Video not working for me yesterday and today. I need help, so I can conduct telehealth appointments.

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  • Judith L. Weirauch

    I am also having the experience of one of my clients not being able to access our telehealth session with the link provided through their desktop, but can through their phone app.  This just started the last three sessions and primarily just with this client, whereas previously, everything was working perfectly with this client.  Please help as this is incredibly frustrating for them having to use the small screen on their phone for our sessions.  This occurred with one other client, but somehow seemed to be isolated to a single session.

    They report that they click on the link provided, it takes them to "video.simplepractice.com" but the screen is blank.  There are no error messages sent.  I hope these additional details help with the resolution of this issue.  

    As with others here, we all pay for our service and rely on it to work seamlessly for us and our clients.  Generally speaking, I have found this software to be effective but am concerned about this seeming glitch.  I have written in two other times about this issue and have yet to get response.  I hope this time I get one.  Thank you.

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  • Crystal Farmer

    I am also having this experience where clients are not able to access the telehealth session using the link provided. It takes them to a blank screen, and no error message comes up. I'm having to use Zoom way more than I anticipated. I'm also having an issue where the green "Start video session" on my calendar appointments isn't there the day of my appointment. There's no button for me to click to start the session! What's going on with this?

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  • Paul Donovan

    I have a session scheduled right now, and I am getting this error message "

    This video appointment has expired or is invalid.
    Please check your email for the correct video link or try contacting your practitioner."
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  • Allison Batty-Capps

    None of my video links are working. It says that the link is expired but these are new appointments. Why is this happening? I am paying for this service and need it to work

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  • Suzanne Klenck

    I am also getting an error message when trying to access my client appointment.  Our session was interrupted 20 minutes in.

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  • M.J. Waldrip

    5/26/21 - I too am showing all my links expired. Deleting and recreating appointments did not resolve the issue.

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  • Melanie Oliveira

    I am experiencing the same thing and unable to conduct my session, Same message for myself and my clients.

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  • Andrea Monson

    Video links are not working. The message I'm receiving is "Video has expired." How can I get this issue resolved for my remaining sessions today?

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  • Tracey Thompson

    HELP!! Video not working, i am paying for this service

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  • Crystal Haviland

    I cant log into sessions - it says "Video links expired or invalid :Please check your email for the correct video link or try contacting your practitioner."

     

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  • Crystal Haviland

    I'm about to lose this session- SimplePractice should compensate for lost funds or figure out how to have quicker responsiveness to network errors.

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  • Latissha Isby

    I am losing so much money today due to video links expired or invalid. I will have to cancel three appointments. What is happening?

     

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  • Latissha Isby

    I only see clients 2 days a week and this issue is costing. Simple Practice will you compensate us?

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  • Karleo McKenzie

    Video link is not working. It says expired. Can someone please help?

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  • Latissha Isby

    Now it's saying the video can not be loaded and the backend responded. 

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  • Tracey Thompson

    I’m anguish. This is really upsetting. And no live person to talk to 

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  • Tracey Thompson

    All appointments not working. 

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  • Tracey Thompson

    I will will be requesting a refund 

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  • Margaret Zangrilli

    Video links are not working for me either saying they are all expired. Help!!

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  • Ray Gottesman

    My video link is not working. It says session has expired. 

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  • Wendy Concepcion

    me too! why is my video not working

     

     

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  • Jenny Epstein Kessem, MA, LPC, BC-DMT, ACS

    I am having the same problem.  Very stressful and not acceptable.  I request a refund of telehealth fees due to this unprofessional situation with a brand new client.  And I request the same for all my colleagues who are complaining above.

     

     

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  • Tiana Mile

    This is also happening for me. Saying the link is expired 

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