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) 283-9997 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, or use the SimplePractice pre-call tool to check your camera, mic, and connection before we meet.
• 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? Use the SimplePractice app. Download Telehealth by SimplePractice from the App Store or Google Play before your first session, then tap the link in your reminder to open it automatically.
• You can’t connect at all. Call (337) 283-9997 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.