For users
Joining your session
Video and voice calls: when you can join and what to do when a call fails.
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 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 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 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 read
Still need help?
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