Connect to secure video appointments with your practitioner directly through your Client Portal by activating your account, accessing the session link, and ensuring your camera and microphone permissions are enabled.
In this article:
- Activating Your Practice Better Account
- Connecting to Your Telehealth Appointment
- Ensuring Camera and Microphone Access
- Troubleshooting Common Connection Issues
Activating Your Practice Better Account
All telehealth sessions are securely conducted within your Client Portal, providing a safe and private space for your appointments. Before your first session, you'll need to activate your account and create a secure password.
Learn more about Activating Your Client Account →
You'll receive an invitation email from your practitioner with a link to Activate My Account. This email comes from notifications@practicebetter.io and contains everything you need to get started.
📍 Note: If you don't see the invitation email, check your spam or junk folders for messages from notifications@practicebetter.io. If you still can't locate it, reach out to your practitioner directly.
- Click the activation link in your invitation email.
- Enter and confirm your password on the activation page.
- Review and accept the terms of service.
- Click the Sign up button.
✅ Once your account is activated, you'll have full access to your Client Portal and all the resources your practitioner has shared with you.
Connecting to Your Telehealth Appointment
When your appointment is scheduled, Practice Better makes it easy to join your session from wherever you're most comfortable — whether that's your computer, tablet, or phone.
Joining from Email
You'll receive both a confirmation email when your session is booked and a reminder email before your appointment begins. These emails include direct access to your video session.
- Open your confirmation or reminder email.
- Click the "click here to join the session" link.
- You'll be automatically redirected to your login page or the video session waiting room.
Joining from Your Client Portal
Prefer to join directly from your account? You can access your upcoming sessions right from your homepage.
- Log in to your Practice Better account from your computer or mobile device.
- Locate Upcoming Sessions on your homepage and click the video icon next to your scheduled session.
- You'll be automatically redirected to the video session waiting room.
💡 Tip: You can join the waiting room at any time before your appointment — there's no restriction on how early you can connect. If you arrive before your practitioner starts the session, you'll see a brief waiting screen.
📍 Please note: If your practitioner hasn't joined within about 30 seconds, you'll see an option to ping them. This sends a quick email notification letting them know you're ready and waiting.
Using Compatible Web Browsers
For the best video session experience, use the latest version of Google Chrome, Safari, or Firefox. These browsers are fully optimized for Practice Better's telehealth platform and ensure smooth, reliable connections.
Learn more about Telehealth System Requirements and Compatibility →
⚠️ Important: Unsupported or outdated browsers may prevent you from joining your session successfully. If you're using a different browser, the telehealth application may not function properly.
Joining from the Mobile App
While you can join telehealth sessions from a mobile browser, using the Practice Better mobile app provides a more reliable and streamlined experience.
From Your Home Screen:
- Open the Practice Better mobile app.
- Find your session under Upcoming Sessions on your Home screen.
- Tap the video icon next to your appointment.
From Session Details:
- Go to your session details within the app.
- Tap the Join session button at the bottom of the screen to join.
📍 Note: For mobile appointments, we strongly recommend using the Practice Better app rather than a mobile browser for optimal performance.
Ensuring Camera and Microphone Access
For your practitioner to see and hear you during video sessions, Practice Better needs permission to access your device's camera and microphone. These permissions keep your sessions interactive and personal.
Learn more about Enabling Camera and Microphone Permissions →
Accepting Permissions During Your Session
Safari and Firefox:
These browsers typically request permissions each time you join a new session. When the prompt appears, simply click Allow to grant access.
If you accidentally click Don't Allow or dismiss the popup, don't worry — just close and reopen your telehealth session. The permission request will appear again, and you can click Allow when prompted.
Safari permission prompt:
Firefox permission prompt:
Google Chrome:
Chrome will ask for camera and microphone permissions the first time you join a session. Click Allow while visiting the sitre to enable access for all future sessions.
📍 Note: If you click Block, Never allow, or close the popup without allowing access, you'll need to manually enable these permissions in your browser settings.
Microsoft Edge
Edge will prompt you for camera and microphone permissions when you first join a video session. Click Allow to grant access.
If you accidentally blocked permissions, click the lock icon in the address bar, select Site permissions, and change both Camera and Microphone to Allow. Refresh the page and rejoin your session.
📍 Please note: Edge also requires permissions at the Windows system level. Check Settings > Privacy & security > Camera and Microphone to ensure access is enabled for Microsoft Edge.
Microsoft Edge permission prompt:
Unblocking Camera and Microphone Permissions in Chrome
If you've previously blocked camera or microphone access, you can update your permissions at any time. Follow the instructions for your specific device and browser:
After updating your permissions, close and relaunch your video session to apply the changes.
Troubleshooting Common Connection Issues
⚠️ Review more details in our comprehensive article for Troubleshooting Telehealth Session Issues in Practice Better →
Even with the right setup, technical hiccups can happen. Here's how to resolve the most common issues quickly so you can get back to your session.
Missing Confirmation Emails
Issue: You haven't received your invitation or appointment confirmation emails.
Solution: Search your email inbox and spam folders for messages from notifications@practicebetter.io. Email filters sometimes redirect automated messages away from your main inbox. If you still can't locate the emails after checking these folders, contact your practitioner directly — they can resend your invitation or provide alternative access instructions.
Testing Your Setup Before an Appointment
Issue: You want to test your camera and microphone before your actual appointment.
Solution: Unfortunately, there isn't a test call feature available in the Client Portal. However, you can verify your camera and microphone are working by using your device's built-in settings or a third-party video application before your appointment time.
Learn more about Enabling Camera and Microphone Permissions →
💡 Tip: Consider joining the waiting room a few minutes early for your first session. This gives you a buffer to address any technical issues before your practitioner joins.
Login Difficulties
Issue: You're having trouble logging into your account after activation.
Solution: Try resetting your password using the Forgot Password link on the login page.
Alternatively, you can use the Sign in with Google option if you have a Google account — this provides a quick and secure way to access your portal without remembering another password.
Waiting Room Experience
Issue: You've joined the session, but your practitioner isn't there yet.
Solution: If you arrive before your practitioner, you'll see a waiting room screen. After about 30 seconds, you'll notice an option to ping your practitioner. This sends them an email notification letting them know you're ready. Your practitioner will join as soon as they're available, and you'll automatically connect when they start the session.
Internet Speed Requirements
Issue: You're experiencing lag, freezing, or poor video quality during your session.
Solution: Telehealth sessions require a stable internet connection for the best experience. We recommend the following minimum speeds:
- Download speed: At least 100 Mbps
- Upload speed: At least 10 Mbps
You can test your internet speed using a free online speed test. If your connection doesn't meet these requirements, consider moving closer to your WiFi router, disconnecting other devices from your network, or using a wired ethernet connection if possible.
Browser Compatibility
Issue: You're using a browser other than Chrome, Safari, or Firefox.
Solution: While it's possible the telehealth application may work in other browsers, we cannot guarantee full functionality or support for browsers outside our recommended list. For the most reliable experience, please switch to the latest version of Google Chrome, Safari, or Firefox before joining your session.
Learn more about Browser & Mobile App Compatibility →
Device Selection
Issue: You're wondering whether you can join from multiple devices at once.
Solution: Please choose just one device for your telehealth session. Joining from multiple devices simultaneously can create audio feedback loops and confusion during your appointment. Select the device that's most comfortable for you — whether that's your computer, tablet, or phone — and stick with it throughout the session.
Connection Quality Issues
Issue: You can see your practitioner, but they can't see or hear you, or vice versa.
Solution: One-way connection issues usually relate to camera or microphone permissions, but can also stem from network problems. First, verify that your browser has permission to access your camera and microphone. If permissions are correctly enabled but the issue persists, consult our comprehensive troubleshooting guide → for advanced solutions, try switching to a different device, or ask your practitioner if they can offer a phone call alternative for this session.
Rejoining After Disconnection
Issue: You accidentally closed the browser window or got disconnected during your session.
Solution: Don't panic — you can rejoin easily! Simply use the same method you used initially: click the video link in your email or navigate to your Client Portal and click the video icon next to your session. You'll be reconnected to the same session, and your practitioner will see you return.
💡 Tip: If you're experiencing repeated disconnections, this may indicate an unstable internet connection. Consider the internet speed recommendations above or switch to a more reliable network if available.