Problems with the visit link?

Several times lately we send the visit link, pt clicks and signs in but it says the provider is offline, while at the same time provider is saying they’re in the room and patient no-showed.

Is anyone experiencing this and what is the fix?

There’s a few common reasons as to why a patient won’t show up in your queue or state that you appear as offline:

  • They may be in the wrong place. Please be sure to send them to your correct waiting room link.

  • Did you send them the waiting room link to another account?If you upgraded to a Clinic account, you will still have your free account and each will have unique waiting room links.

  • As a provider, did you check-in to your own waiting room? If so, you’ll want to be sure you sign-in to your Dashboard in order to start a call. Sign into my Clinic Dashboard.

  • Did they take the pre-call test? If so, that will take them to a new page, and they won’t appear in your waiting room anymore.

  • Have you logged into your account on multiple devices? If one device goes to ‘sleep’ it will show you as offline even though you are logged in somewhere else.

  • Are you and the patient both online? Even if your wifi is turned on, you may not be connected to a network.

  • Do you or your patient have a spotty wifi connection? If so, that can delay offline and available status updates from appearing accurately.

  • Do you have a firewall in place? requires a few different services to run, and they may be blocked by your browser settings.

How to fix this

  • Turn on desktop or mobile notifications to get alerted right away when someone checks in
  • Refresh the browser page, and wait a few seconds so your patient can check back in
  • Switch to a different wifi connection, and close out any large unneeded background applications.
  • Keep your Dashboard tab open before sending a patient your waiting room link or setting aside time for a meeting. This way, whenever a patient checks-in, they’ll see you online, and available right away.