Issues Joining a Video Call (Staff Portal)

If you're having trouble joining a video call from the Staff Portal, follow these steps to troubleshoot common issues.

✅ Step 1: Join from the correct place

You can join a video call in two ways:

1. From the Calendar

   • Locate the relevant appointment.

   • Click on it to open the modal.

   • Click Join Meeting.

2. From My Dashboard

   • Find the Upcoming Appointments widget.

   • Click the ••• menu next to the relevant appointment.

   • Select Join Meeting.

✅ Step 2: Check your browser and permissions

Wellifiy’s video calls require access to your camera and microphone.

• Recommended browser:

  ✅ Google Chrome (ensure it is up to date)

• When prompted, make sure to allow camera and microphone access.

• If you accidentally blocked it:

  • Click the 🔒 padlock icon in the browser’s address bar.

  • Set Camera and Microphone to “Allow.”

  • Refresh the page and try again.

✅ Step 3: Test your device setup

Before the call starts:

• Use a headset or earbuds to reduce echo.

• Check your device's camera and microphone are not in use by another app (e.g., Zoom, Teams).

• Restart your browser if the call doesn’t load properly.

✅ Step 4: Internet connection

A poor internet connection can cause:

• Dropped calls

• Frozen video

• Audio issues

Try the following:

• Move closer to your Wi-Fi router.

• Disconnect from VPNs or other network-heavy applications.

• If possible, switch to a wired connection.

✅ Still having trouble?

If you’re still unable to join:

• Try from another browser or device.

• Contact your clinic’s administrator or Wellifiy Support with:

  • Appointment time and patient name

  • Description of the issue (and any error messages)

  • Screenshot or screen recording if possible