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Patient not appearing in queue
Patient not appearing in queue

Patient says they have checked in, but I cannot see them

Colin avatar
Written by Colin
Updated over a week ago

If your patient does not show up in your patient queue, you can try these things:

Refresh your browser
Sometimes your browser doesn't display the patient in the queue properly; refreshing your page will fix the issue.

Wait a few seconds
On certain networks, it may take a few extra seconds (no more than 30) for a patient to appear in the queue. 

Multiple tabs open

If a patient has multiple browser tabs open, is not actively on the check-in page, or is checked in to more than one waiting room, the patient may intermittently arrive and leave the patient queue. Ask the patient to stay on the check in page.

Was permission to use camera and microphone given?
In order for you to connect with the patient, needs access to your camera and microphone. If access was denied, your patient may not appear in the patient queue.

Is the patient in the correct room?
Make sure the patient has entered the URL you see in your account settings, under room settings, in the "room name" field. If you have a Clinic account, make sure your patient didn't go to your free room.  

Did the patient actually check in?
Sometimes the patient may go to your URL but wait at the check-in screen. Make sure your patient has entered their name and checked in to your waiting room.

Is antivirus software installed on your computer?
Some users have reported patients appearing in their queue again after they have disabled or removed antivirus software such as Norton or Panda.

Use a different network
Multiple participants on a call being on the same wireless network often causes problems. If you are testing with a "patient" who is on the same network as you are, this is probably the cause. 

If you have any questions, please contact our support team.

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