How to join your online session

Before Your First Session

A short checklist, once

• A device with a camera and microphone — a laptop, desktop, tablet, or smartphone all work
• A reliable internet connection (Wi-Fi is ideal; cellular data works in a pinch)
• A private, quiet space where you can speak freely — headphones or earbuds add another layer of privacy
• An up-to-date browser: Chrome, Safari, Firefox, or Edge all work well

That’s the whole setup. There’s nothing to download on a computer, and the mobile app (if you’d prefer one) takes about a minute to install.

If Something Isn’t Working

Troubleshooting, without the stress

Technology has bad days too. If any of these come up, here’s what to do — and none of it counts against you.

• You didn’t receive the link. Check your spam folder first, then log in to the client portal — the link is always there. Still stuck? Call (337) 427-7940 and it can be resent right away.
• The link won’t open. Try a different browser (Chrome or Safari are the most reliable), or open it on your phone instead.
• Camera or microphone isn’t working. Refresh the page and click Allow when prompted. If that doesn’t help, check your device’s privacy settings to make sure the browser has permission.
• The video keeps freezing. Close other apps and browser tabs, move closer to your Wi-Fi router, or switch to a phone call — sessions can continue by phone if the video drops.
• Test your connection speed. A steady 10 Mbps or higher gives the smoothest video. Search “internet speed test” on Google and click Run Speed Test, and use the built-in camera, microphone, and connection check that Jane offers right before you enter the waiting room.
• Use wired internet when you can. If Wi-Fi is choppy, plug directly into your router with an Ethernet cable or move closer to it. Restarting the router often clears things up too.
• Close background apps and large downloads. Streaming, cloud backups, and big file transfers share the same bandwidth. Pausing them frees up room for your session.
• Pick a quiet, well-lit spot. A private room with the door closed keeps things confidential. Face a window or lamp so the light is on you, not behind you — and if you’re on a laptop, raise it so the camera sits near eye level.
• On your phone? Try the Jane app. Download Jane for Clients from the App Store or Google Play, sign in, and tap Join video call when it’s time.
• You can’t connect at all. Call (337) 427-7940 right away. A good-faith attempt to connect is never treated as a no-show.

While You Wait

If the session doesn’t start right on time

Occasionally a previous session runs a few minutes long. If that happens, you’ll wait in the virtual waiting room — nothing is wrong, and you don’t need to refresh or rejoin. The session will begin as soon as the last one wraps, and your full time is still honored.