If you’ve ever created a free account, then later, you were invited to join a clinic account then you now have two accounts- your free account and your clinic account.
Make sure you and your patient are at the right place
If patient says you appear offline, make sure you and your patient are at the correct room. Make sure you send your patient to the correct room URL:
Login to the correct account
If you have a Clinic account and try to login to your free account, you should receive this notice:
To login to your clinic account, go to your subdomain to login.
You're welcome to continue to use the free account, you just won't have the premium features on it.