When it is time for an online session, joining takes just a click or two. How you join depends on how your practitioner works. Most sessions are booked in advance, so you join straight from the appointment. Some practitioners prefer to meet in their waiting room instead. This article covers both, and shows you how to get set up so your camera and microphone work first time.
Joining a booked appointment
If you and your practitioner have scheduled an online appointment on It's Complicated, a Join call button appears on the appointment as the session approaches. You will find it in two places, so you can join from whichever is easier: on your Sessions tab, and on the appointment card in your chat with the practitioner.
We also send you a reminder 24 hours before the session, so it is easy to plan around. When it is time, open the appointment and select Join call.
Getting ready in the lobby
Selecting Join call takes you to the lobby. This is where you check everything is working before you enter the session, and it is worth taking a moment here, as it prevents most call problems.
- The first time you join, your browser asks for permission to use your camera and microphone. Select Allow. Without this, your practitioner will not be able to see or hear you.
- Use the selectors at the bottom to choose your microphone, camera, and speaker. If the microphone or camera icon is red, it is switched off. Select it to turn it back on.
- Select Test Speakers to check your audio is coming through.
When everything looks right, select Join call to enter the session.
⚠️ Blocked camera or microphone permissions are the most common reason a call does not work. If you cannot be seen or heard, this is the first thing to check, both in the lobby and in your browser settings.
Joining through your practitioner's waiting room
Some practitioners do not use our booking system. Instead, they agree a time with you directly and ask you to join through their waiting room. In this case there is no scheduled appointment to join from.
To enter, open your chat with the practitioner under Messages and select the video icon at the top of the conversation. Its label reads Enter waiting room. You will be asked to confirm. Once you do, your practitioner is alerted that you are waiting, and they start the call when they are ready.
If something goes wrong during a call
If your camera, microphone, or connection plays up mid-session, you usually do not need to leave the call to fix it. Try these in order:
- Refresh the page. This clears most temporary glitches without ending the session.
- Check your permissions. If you cannot be seen or heard, your browser may have blocked your camera or microphone. Look for a blocked icon in the address bar and set both to Allow.
- Use the in-call Help button. Select Help in the bottom left of the call to run a quick check of your microphone, camera, and speaker, and to get guidance on common issues such as No one can hear me or I can't hear anyone, all without leaving the session.
If the problem continues, switching to Chrome resolves most issues, as our calls work best there. For more detailed fixes, see Troubleshooting technical issues with your calls.