Iā€™m having technical problems, what do I do?

If your client is having technical issues, please reach out to your client by telephone using the contact information listed in their Client Intake Form. 

Check your volume and/or mute šŸ”ˆ

The most common reason that you can't hear the other person is that your speakers may be muted, or on low volume.

Make sure that your speaker volume is both turned up and that it is not muted.


Check your headphones šŸŽ§

If you are not wearing headphones then check if there is a pair of headphones plugged into your computer that you are not wearing. If you find some then unplug them or use them instead.

We recommend not using headphones if possible as it may distract from your counselling experience.


Check your microphone or webcamšŸŽ¤ :

If you are using an external microphone, or webcam/microphone combination that plugs into your computer, make sure that it is fully plugged into the USB port or headphone jack.

Do you have a microphone or webcam? You will need to have both as part of your computer or separately (depending on your computer) to use Wellin5 video counselling.

Make sure your external microphone is allowed and your webcam is uncovered and turned on. (On Chrome you will be asked to allow Wellin5 to access your microphone and webcam, click 'Allow')


Still having trouble?

1. Try ending and restarting your video session. Click 'start session' to start your video session again.

2. Contact us on live support by clicking the chat icon on the bottom right of your screen. 

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