frozen, lagging video, timing out on telehealth and can't re-enter the 'room'

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Leska M. Roberson

• April 26, 2021 16:23

I have checked my connections, cleared my browser and I still continue to have issues with lagging video/audio, lately, it is actually timing out and I can't re-enter the room.  This is a real issue when working with trauma clients.   Is there an actual person /customer service department at Simple Practice?  There needs to be the topic of connection issues in the drop down menu.   

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  Gillian

  • April 26, 2021 19:23

  Hi Leska, I'd be happy to help connect you with the SimplePractice success team to help troubleshoot your issues with Telehealth. You'll receive an email from a member of our team shortly. 

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  Tiphynee Salazar

  • June 03, 2021 14:43

  I am having claims kicked back for incomplete information.  I have compared 2 claims for the same person.  One that was paid and one was not.  I see nothing different.  I did call one insurance company that told that my NPI and provider name was missing.  I looked at the claim and it was there.  Is there a bug in your system>

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  Gillian

  • June 03, 2021 18:51

  Hi Tiphynee, we'd be happy to investigate this with you. Because this is specific to your account, a member of the Success team will reach out to you privately via email. 

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  Amy Thomas

  • September 22, 2021 14:42

  My connections are good but every appointment for 2 weeks has frozen both video and audio.  I have had to end sessions early or call on the phone.  This is not good.

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