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May 26th 2021 This video has expired or is not valid

Answered

Comments

70 comments

  • Roberta Goodman-Rosenberg

    Having the same problem. Hoping it gets resolved by Simple Practice asap! 

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  • Paul D. Pinette LCSW

    At one point a banner displayed  wording, "apologize for the inconvenience", It is not inconvenient, it's a loss of income, I cannot get back, not to mention unable to support my client, I hope they consider a reimbursement for this issue. 

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  • Jenny L. Sandell

    I never received a notice during the outage; no messages showed up in the calendar. We are a group practice that lost 7 appointments in that time frame. Yes, it is rare but that is a significant loss of income and I don't think Simple Practice did a good job of communicating the issue. The only reason we were aware of it was this community thread

     

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  • Marvin Chartoff

    I am having the same problem; I get a message can't access your media, not readable error, could not start the video source. I am thoroughly disgusted with the lack of customer service.  No answers to this and other questions, no phone number to speak to anyone.

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  • Marvin Chartoff

    I think Simple Practice should give us a month of free service to make up for the loss of income.  When will this be resolved?   No answers.  

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  • Marzena Kobrzynski

    Incredibly disappointed with how Simple Practice handled this. Cant believe that there is NO customer support number to call for assistance. Generally very pleased with the program EXCEPT for the inadequate customer service options. I was thinking of signing up for their credit card processing but am rethinking everything. Need accessible HUMAN support.

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  • Carin Lefkowitz

    I agree that SimplePractice needs a better response to this.  Yes, any technology is susceptible to downtime or outages and all of us have become more understanding of that over the past year+.    But this is more than an "inconvenience;" many of us lost billable hours, our clients lost faith in the telehealth process, and more importantly, high risk clients were left without support.  No "we're working to fix this" message was available, leaving clients and clinicians confused and worried.  A refund/credit is the very least accommodation that SP should be making.

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  • M. Brett Debney

    I sent the following to them in an email:

    public apology and an offer of a free month of service, or some other compensation, is in order here. The failure to do this means that SimplePractice does not fully understand just how egregious this error was. I am hoping that the decision-makers thoroughly read through the community discussions around this, especially this one: May 26th 2021 This video has expired or is not valid – SimplePractice Support. Check out the last few comments in order to see just how disappointed people are in the way SimplePractice handled this. This person states it well:

    "I never received a notice during the outage; no messages showed up in the calendar. We are a group practice that lost 7 appointments in that time frame. Yes, it is rare but that is a significant loss of income and I don't think Simple Practice did a good job of communicating the issue. The only reason we were aware of it was this community thread."

    The banner across the top of the community pages was completely inadequate. There should have been something IN THE CALENDAR, like the announcements that sometimes appear, where SP proactively informed its members that there was a problem, so that we didn't have to waste time searching for some kind of explanation for such an important function. Also, I wasted valuable time (that I could have spent looking for an alternative) logging off and on, then restarting my computer, thinking the problem was on my end. 

    Live chat wasn't available either, which led to even more frustration. It was the failure of SP to proactively communicate that was the most frustrating to me, as well as many other people.

    Please find a way to make this right.

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  • Tessa Barrows

    I’ve been with SP since the pandemic started. In over a year of membership I have never had any issues with outages, video link errors, etc. Wednesday’s outage was stressful as I had to scramble to move to phone or other video platform. AND this is the _only_ time in over a year that this has happened.
    I appreciated the explanation SP sent via email to its members and choose to let it go. Would it be nice for them to waive a month of service? Sure! But just to be clear, I forgive their error and continue to be grateful for their stellar track record up to this point as well as all the integrated services they provide to support me and my practice. 🌟

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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.

    For future reference, the quickest way to reach us directly with any questions is 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. To learn more about the ways you can contact our team, feel free to check out these Help Center guides:

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