Telehealth Issues

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Juliet Robinson, MS, LMHC, NCC, CTP, CAP

• May 26, 2021 21:59

I have a 5:30 telehealth and for some reason it is I am getting this 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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  Mike Ensley

  • May 26, 2021 22:04

  This is also happening to me currently. Neither my client nor I can access the appointment. I have tried deleting it and creating a new one, but this didn't solve it.

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  Chad Buske

  • May 26, 2021 22:09

  Same here

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  Karen Daniels

  • May 26, 2021 22:13

  It just happened to me for my 6pm, must be a system problem

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  Dr. Janette Williams

  • May 26, 2021 22:13

  currently having the same issue!

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  Angela Arndt

  • May 26, 2021 22:29

  This needs to be fixed. Most of my appointments are Tele-health. 

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  Ayelette

  • May 30, 2021 00:45

  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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