How do I start my video call?

When it's time for your appointment, just click on the video link that will be in your confirmation and reminder emails and SMS.

Now you will be in the waiting room, ready for your psychologist to let you in and start the session.

How to Prepare for Your Session

Want to make sure you're ready for your session? You can do this in the days (or minutes) leading up to your appointment so you know everything is good-to-go:

1. Run a Speed Test to Test your Internet Connectivity

Make sure your connection is up to speed. To test your internet connection, please click the button below:

Run a speed test on speedtest.net (opens in a new tab)

2. Test your device's microphone and camera

The call is similar to any online video call application like Zoom or Google Meet. If you're using a laptop or desktop, you can test if your microphone and camera are connected and working well. Phones and tablets already have built in microphones and cameras, just make sure that the correct permissions are allowed.

You can also join from your account. Log in, open Appointments and select Join on today's appointment.

Troubleshooting

• I'm in the waiting room but my psychologist isn't there. Check you used the link for today's appointment. Every appointment has its own link, so an old link takes you to the wrong room. Join from Appointments in your account to be sure.
• My screen is blank or the call won't load. Refresh the page. If that doesn't work, try another supported browser or device.
• My psychologist can't see or hear me. Check your browser has permission to use your camera and microphone. On a phone, check this in your phone's settings for your browser. Close other apps that might be using your camera, such as Zoom or Teams.
• My connection keeps dropping. Move closer to your Wi-Fi router or switch to mobile data.

If you still can't connect, call us on 1300 546 821. If your psychologist hasn't joined after 15 minutes, see my psychologist hasn't arrived.