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Telehealth link expired or is invalid BEFORE SESSION STARTED

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26 comments

  • Margaret Stevens

    Yes, I'm in the same position. Would appreciate at least an email from Simple Practice saying that they are working on it.

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  • Monira Hallaway

    Same! Have emailed them, maybe a server issue?

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  • Sonja Hickman

    I am having an issue in which the video session link is showing as invalid or expired, prior to start of session.   Please help!

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  • Loesha Zeviar-Vega

    same problem here

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  • Julie McClain, LCSW-S

    Same here, all of my clinicians have appts right now, and all the same error. This is alot of revenue being missed if we cannot connect. Simple practice chat closed early today of all days. Not good  

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  • Julie McClain, LCSW-S

    If you look at the bottom of your page now in this chat community browser you will see "System Status" click on it and it shows an outage. https://status.simplepractice.com/ 

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  • Marjorie Cooper Paschang

    I am in the same boat.  All sessions are showing as invalid or expired.  Please assist!

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  • Anne Ricketts

    same problem, saying expired before session.

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  • Raina Wickham

    Are there any fixes people have found?

     

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  • Jenna Wieden

    Same issue

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  • Lauren Harmon

    same issue, are they working on it

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  • Carolina Jimenez

    same here .. not good when you have to cancel expensive assessments sessions last minute!!!  Now I'm trying to get a last minute doxy.me back up account to finish the rest of my sessions tonight ..

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  • Mary Giovinazzo

    also still having problem w same message

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  • Elisa Torell

    Same issue as well! While not good, helpful to know it is a problem across the board.

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  • Tanya C Bray

    I am unable to access the telehealth portal. Message says the link is inactive or has expired.

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  • Jennifer Welvaert-Koch

    Has anyone heard when it might be functioning again? I am wondering if I need to cancel my appointments for tonight or try to switch quick to another platform?

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  • Janalle Kaloi-Chen

    Same here.  I would of appreciated an email or banner upon logging in as well.  Or at least financial credits to account for significant revenue lost?

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  • Keisha Buchanan

    Same issue here.

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  • Holly Pelz

    Do we know if they're aware of this issue?

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  • Deborah Webster

    Same issue. I also would appreciate some input from Simple Practice acknowledging the problem and what is being done to address it. Must be resolved quickly for all the reasons already mentioned.

     

     

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  • Carolina Jimenez

    it has been resolved for me ... but I used doxy.me as my backup Telehealth system .... makes me wonder if I should continue paying for simple practice

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  • Rebecca Denby

    Yes, resolved for me as well. That being said, I spent far too much time trying to figure out what was happening (logging out and back in multiple times, checking the internet, switching computers, contacting client to see if they were having the same issue) at a time when I was supposed to be in-session. I understand that the IT staff are focused on fixing the issue, but there must be communication staff that could have sent an email or added a banner to the site. Additionally, the error message I received at first (before the subject line message) was that the queue was full, likely meaning that there was not enough space for the amount of users on. 

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  • Alice Sanderlin

    I had the same issue! So frustrating!

    Please communicate so that I understand what happened and when it will be resolved so that I can prepare future clients.

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  • Laura Scales

    I was unable to connect with my client virtually.  My client and I both received an error message stating the the link had expired. It was very frustrating because all of my efforts to cancel /reschedule, restart my lap top, copy and paste the link, resend the link, change internet networks failed. Please let me know if there is an explanation and help to problem solve this problem in the future. 

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  • Lauren Crowley

    Me too..since about 430. I used the Psychology Today platform...thank goodness I had another option!

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  • Ayelette

    Hi everyone,

    I understand that you may have experienced issues with Telehealth on 5/26, and I can offer some clarity here.

    At 1:19 PM PT on 5/26, our team released new functionality to the SimplePractice platform. We were able to immediately identify that some customers were unable to join Telehealth sessions, and proactively rolled back the release. Some customers continued to experience issues accessing their Telehealth sessions, and at 3:37 PM PT our engineering team released a fix for the issue. At that point, all customers were able to access the Telehealth platform and hold sessions. 

    While we make every effort to avoid unscheduled downtime for any feature, we can confirm it is resolved.

    While these types of incidents are extremely rare, our team took action to notify customers of this issue on our Help Center, in our Get Help feature within the SimplePractice web and mobile apps, and on your SimplePractice Calendar. Internally, our team is actively reviewing our operational procedures to prevent outages like this in the future. 

    There is no action required on your part, there are no security concerns related to your SimplePractice account, and your data is safe.

    Please know that our team is proud to maintain nearly 100% uptime, and we are committed to improving the reliability of our platform for our customers.

    If you have any additional questions, please feel free to reach out to us by clicking the blue question mark icon > Get Help on the lower right of your SimplePractice account and we'd be glad to work with you.

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