A clear call mostly comes down to a steady connection and a quiet place. Here's what helps, before and during your session.
Before the session
- Use Wi-Fi or strong mobile data. If you're on Wi-Fi, move closer to the router.
- Close other apps that use the network or the camera.
- Use headphones. The sound is clearer and the conversation stays private.
- Charge your phone or keep it plugged in.
- Find a private, quiet place where you can speak freely.
- Update the app from mytherapist.ng/app-download. It picks the right store for your phone.
During the call
| Problem | Try this |
|---|---|
| Choppy or freezing video | Turn your camera off. Audio alone needs far less bandwidth |
| Call keeps dropping | Switch between Wi-Fi and mobile data, whichever is stronger where you are |
| Sound cuts out | Leave the call and rejoin. Re-entering within the join window sets the connection up again cleanly |
| They can't hear or see you | Check the mic and camera icons in the call; one may be off |
If your connection drops, the call tries to reconnect on its own. If it doesn't, tap "Join your session" again. You can re-enter any time within the join window: from 20 minutes before the start until 10 minutes after the scheduled end.
Voice-only is a real option, not a fallback. If the connection is weak, a call with the camera off is often clearer than a video call that keeps freezing.
Related
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More in Joining your session
The session time passed but it still shows as active
Sessions auto-complete only after a full in-app call. Chat-only sessions need you or your therapist to mark them complete.
2 min readVoice-only sessions (camera off)
There's no separate voice session to book. Join as usual with your camera off; the microphone is still required.
1 min readNo video or audio, or the call won't connect
Check camera and mic permissions, the toggles inside the call, and your connection, in that order.
2 min read"You cannot join this session by now": what it means
You're outside the join window (20 minutes before to 10 minutes after) or your therapist hasn't accepted yet.
2 min read
Didn't answer it?
A person replies Mon–Sat, 9am–5pm WAT. Messages sent outside those hours are answered when the team is back.
In the app
Open Settings, then Chat with Support. Your account details come with the message, so nothing needs repeating.
Get the appOn this website
Start a chat right here. Leave an email and a phone number so the reply reaches you.
Write from the email on your account, with your name and what happened, and the team picks it up in the same queue.
support@mytherapist.ng