We're sorry to hear that your video session is having issues.

As a first step, please stay in the video room rather than leaving and entering again, as this will make it easier for the client to enter.

The best thing to do would be to start the video > message your client to let them know you are in the video, and ask them to refresh their page if they are having any problems entering.

As a second step, if you have tried refreshing and it’s still not working, we would advise you to use a different video link.

Please do let us know via our Live Chat if you’d like us to send you through a private Google Meet link which you can share with your client and use for the session. You’re welcome to use your own video account eg. Zoom, if you’d prefer.

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