If you or your client encounter difficulties joining a Zoom session, first check that Zoom is up to date. If the client hasn’t joined in 5 minutes, send a chat or email. Exit and use 'Join Session' from the provider dashboard, or copy and share the Zoom link. Instruct clients to rejoin via app, web, or direct link. If invite links fail, suggest joining through the Modern Health web or mobile app. For unresolved issues, email provider@joinmodernhealth.com.
On occasion, you may experience difficulties accessing your client via the Zoom link to the session. We have detailed out a few scenarios that you may run into below:
- I have joined the session and my client still has not joined after 5 minutes
- My client messaged me saying that I have another meeting in progress
- My client messaged me that they have joined the call, but cannot see me
Often times when a client is having issues joining the session or is waiting for you, they will send a message. As a best practice, we recommend sending a message to your client via chat or email after 5 minutes if they have still not joined the session. In the event they they are having issues accessing the session, we have detailed out a few troubleshooting steps below:
- Ensure your Zoom app is up to date
- Exit the session and select 'Join Session' via the provider dashboard
- Copy the Zoom link from the dashboard and send it via chat or email to your client
- Instruct the client to exit the session and re-join by the web, mobile app, or the copied link you have sent
- If your client mentions having issues accessing via the meeting invite or email link, instruct them to try connecting directly from the Modern Health web or mobile app
If these steps do not successfully connect you to your client, please reach out to provider@joinmodernhealth.com to report this case.