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. 

Note: Please check our status page to ensure all systems are operational. 

If you're still having trouble, please contact support and we can help. 

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