Video visit problems and fixes
| Symptom | Cause and fix |
|---|---|
| No Join button | You are outside the join window (10 minutes before start to 60 minutes after the end), or the visit is not confirmed yet. |
| "Your license for this state has lapsed" | Joining re-checks your telehealth license in the patient’s state. Update it under Account, then join again. |
| Patient says they cannot book | They may be blocked (Availability, Blocked patients), you may have no published hours, or you are not licensed in their state. |
| Row says "hold failed, will retry" | The patient’s card declined. They were emailed. It retries a day before the visit; if it still fails, cancel or reschedule from your side (no fee) and ask them to update the card. |
| Camera or mic not found | Another app may hold the camera. Close it and reload. Browsers allow one video app per camera at a time. |
| Visit ended but still shows Confirmed | The end signal did not reach us (browser closed). It is closed automatically within 15 minutes after the paid time ends. |
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