Tech Help

• A computer, tablet, or phone (no applications or software to download).

• An external or integrated webcam.

• An external or integrated microphone.

• An internet connection with a bandwidth of at least 10 MBPS. We recommend an Ethernet cable over Wifi when possible to ensure you receive the best possible connection through your internet provider. 

Ensure that you are using either Chrome, Firefox, or Safari. Telehealth is not supported for Internet Explorer or Edge.

It always a good idea to test out your connection and your ability to connect to your telehealth session before the session. Click here for directions on what you can do to prepare for your telehealth session.

You should have received both a text and email invitation from the Patient Portal. You can access your telehealth appointment from any device through the Patient Portal or via the email or text that was sent to you. Click here to access the Patient Portal.

Still having problems? Check out Joining a Telehealth Session here. 

If your phone or tablet is going to sleep during your video session or in the waiting room, you may need to update the Display & Brightness settings on your device. 

1. Access Settings on your device

2. Select Display & Brightness.

3. Set Auto-Lock to NEVER.

The issue of an IOS device joining and receiving a white screen can be resolved in 2 ways:

1. Users should either update to iOS 16.0.2 as the issue isn't able to be reproduced there. The issue seems to be more directly related to IOS 16.0.0

2. When using Safari, request desktop site instead of mobile site as the issue seems to be specific to the mobile site request for desktop.

If you need additional support, please click here for articles that will walk you through common problems and resolutions. 

Sometimes a simple “refresh” is all that is needed. Exit out of the telehealth application, close your browser, and go back in through the appointment link. Remember your provider has to have started the session before you will connect! 

If you do this and you are still not able to connect and it is 10 minutes after your appointment time, you will need to reschedule your appointment. 

Credit cards accepted:

Visa, MasterCard, American Express, Discover, Diner‘s Club, and JCB credit cards. 

We do not accept PIN-only debit cards, and attempting to process a payment with a debit card will result in an error message and a failed transaction. 

This includes HSA (Health Savings Account) cards and FSA (Flex Savings Account cards). 

HSA and FSA cards must have a Visa, Discover, Mastercard or American Express logo on the card. We are only able to accept credit cards and debit cards with card brand logos to be processed as credit card transactions.  

HSA or FSA Card companies might prevent a charge from processing due to settings in place by the card issuer. If this happens you will receive a decline message upon processing.  A call from the Client to the card issuer can help resolve. TheraNest Merchant accounts are set up to accept these transactions which are coded under Merchant Category Code (MCC).

Common errors include: 

• An error message that states "An Unknown Error Occurred" while trying to process a payment. 

• Continuous spinning wheel when trying to process a payment. 

• Unable to add a credit card to the client record/Nothing happens when you click the Manage Payment Methods or Add Payment Method buttons. 

If you experience these errors while trying to enroll or process a payment with Therapy Brands Pay & Stripe, make sure you have your settings configured appropriately. Browser pop-up blockers should be disabled or turned off for all browsers, and Chrome is the recommended browser for Therapy Brands Pay & Stripe. If you are using an iPhone, iPad, or Mac, your settings should allow cross-site tracking and cookies.

Click here to read document about resolving error with payment processing.