If you are accidentally disconnected from your appointment, please contact Patient Support as soon as possible. The faster you reach out, the better the chance that our team can get in touch with your clinician and arrange for you to reconnect or continue your visit.
Here is what to do:
•Do not book a new appointment right away. Booking a duplicate appointment can create complications and additional charges.
•Contact Patient Support immediately via the support ticket system in your app or through our website. Let us know that you were disconnected mid-visit, and include your name, the time of your appointment, and any details about what happened.
•Our team will reach out to your clinician to determine whether it is possible to reconnect you or complete the visit. Depending on the clinician's availability for the remainder of their schedule, a same-day reconnection may or may not be possible.
•If a reconnection is not possible, our team will work with you to reschedule your visit at the earliest available time.
To reduce the risk of disconnection during your visit, we recommend:
•Using a stable Wi-Fi connection rather than mobile data where possible
•Logging in 5 to 10 minutes before your appointment to check your connection
•Ensuring your device notifications and app permissions are enabled so you can receive alerts from the platform
•Disabling Do Not Disturb mode on your device during your appointment window
If technical issues during appointments are a recurring problem for you, please contact Patient Support so we can help troubleshoot your setup before your next visit.