Most call problems come down to three things: your phone's camera and microphone permissions, the camera or mic toggles inside the call, or your connection. Work through them in order.
1. Check your phone's permissions
The app needs microphone permission to join a call, and camera permission for video.
- iPhone: Settings → Mytherapist.ng → turn on Camera and Microphone.
- Android: Settings → Apps → Mytherapist.ng → Permissions → allow Camera and Microphone.
Then go back to the app and rejoin. If the microphone is blocked you'll see "Microphone access is required to join the call." Camera is optional; without it you simply join voice-only.
2. Check the toggles in the call
If you can hear but not see your therapist, or they can't see or hear you, tap the camera and mic icons in the call. One of them may be off. No video just means a camera is switched off; it isn't a fault.
3. Check your connection
The call needs a stable connection.
- Switch to Wi-Fi or move somewhere with a stronger signal.
- Close other apps that use the network or the camera.
- Leave the call and rejoin. Re-entering within the join window sets up the connection again cleanly.
- Turn your camera off to save bandwidth if the connection stays weak. Audio still works.
If you were bounced out of the call
Occasionally the call room can't be set up at the moment you tap the call icon, and you're sent back out. This is temporary. Wait a minute and try again. If it keeps happening for the whole session, open Settings → Chat with Support in the app and tell us the session date and time. A person replies Mon–Sat, 9am–5pm WAT.
Update the app
Very old versions of the app can't connect to sessions at all. Update from mytherapist.ng/app-download, which picks the right store for your phone.
Tapping "Join your session" opens the chat first. The video or voice call starts from the call icon at the top of that chat.
Related
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More in Joining your session
"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 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 readJoin 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 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