"You cannot join this session by now." means one of two join conditions isn't met: you're outside the join window, or your therapist hasn't accepted the booking yet. Nothing is wrong with your account.
1. Check the time
You can join from 20 minutes before your start time until 10 minutes after the scheduled end time. Too early and too late both produce this message.
- Whatever the countdown on your session screen shows, the join button works from 20 minutes before the start. Try again at the 20-minute mark.
- All session times are West Africa Time (Lagos). If your phone's clock or time zone is set differently, the session may be earlier or later than it looks.
- Open the session in the Appointments list on the Therapy tab and confirm the date and time.
2. Check the status
Only sessions your therapist has accepted (shown as accepted or confirmed) can be joined. If the session still shows as pending, your therapist hasn't accepted it yet, and the join button won't work until they do.
If your therapist never accepts, the booking is cancelled at the start time and what you paid is refunded to your wallet. See waiting for therapist confirmation and appointment statuses explained.
3. Still locked out?
If the time and the status are both fine:
- Close the app fully and open it again.
- Tap "Join your session" once more. It opens the chat first; the call starts from the call icon at the top of the chat.
- If you're bounced out of the call, wait a minute and try again.
If none of that works and your session is about to start, open Settings → Chat with Support in the app. A person replies Mon–Sat, 9am–5pm WAT.
The join window can't be extended once it closes. If you missed the session, see missed sessions and no-shows.
Related
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More in Joining your session
Join your therapy session
Tap Join your session, then the call icon at the top of the chat, allow your mic and tap Join Call.
2 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 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 readThe 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 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