If your session has ended but still shows as active in the app, it hasn't been marked complete yet. A session completes on its own only when both of you were in the in-app call for most of the booked time. Otherwise you or your therapist need to mark it complete.
How a session gets completed
| How | When it applies |
|---|---|
| Automatically | You and your therapist were both in the call for at least 60% of the scheduled time. The app checks for this during the session and for up to 6 hours after the end time |
| Your therapist marks it complete | From their side, once enough of the session time has passed |
| You mark it complete | After the session, when you rate it |
Sessions that won't complete on their own
Automatic completion needs a record of both of you in the in-app call. It won't happen for:
- sessions held over chat only, where neither of you started the call;
- sessions held on a phone call outside the app;
- sessions where you were both in the call for less than 60% of the booked time;
- anything more than 6 hours past its end time.
Waiting won't change these. Rate the session and mark it complete yourself, or ask your therapist to mark it complete from their side. Your therapist isn't paid for the session until it's completed.
If it's already completed but still looks open
Close the app fully and open it again so the status refreshes.
If neither of you joined
The session is recorded as missed instead. See missed sessions and no-shows.
Still stuck?
If the session took place but neither you nor your therapist can mark it complete, open Settings → Chat with Support in the app and tell us the session date and time. A person replies Mon–Sat, 9am–5pm WAT.
A completed session can't be reopened, so only mark a session complete if it actually took place.
Related
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More in Joining your session
Voice-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 readTips for a clear call
Use Wi-Fi or strong data, close other apps, use headphones, turn the camera off if it lags, and rejoin if it drops.
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