I Can’t See or Hear the Therapist

If you could see and hear them at the start of the session:

The therapist may have temporarily lost their internet connection. Please wait a couple of minutes to see if they rejoin.
It’s also possible that your internet connection has dropped. Check your connection and try refreshing the session.

If you could not see or hear them at the start of the session:

First, check that the therapist has joined the session.
If you’re unsure, send a message using the chat box at the bottom of the screen and press Enter.
If the therapist is present but you still cannot see or hear them, they may be experiencing an issue with their camera or microphone. Please allow a few minutes for them to resolve this.

If you could see them at the start of the session:

Try refreshing your browser by pressing:
Ctrl + R (Windows)
Cmd + R (Mac)
Try leaving and rejoining the session:
Open the menu in the top right corner, select 'Leave Session', confirm, and return to your homepage. Then click 'Join Session' to re-enter.
The therapist’s internet connection may have become unstable, preventing video from streaming.
It’s also possible the therapist is experiencing an issue with their camera. Please allow a few minutes for them to resolve this.

I could NOT see them at the start of the session :

It is possible that the therapist is having issues with their camera, or their internet connection is too low for them to stream video. Please give them a few minutes to try and resolve this issue.

Try refreshing Google Chrome by pressing 'Ctrl' + 'R' on your keyboard at the same time - or, if on an Apple Mac, 'Cmd' + 'R'.
Try leaving the therapy session by opening your menu in the top right corner and selecting 'Leave Session'. This will ask you if you want to exit the session, press Okay and it will take you to your Mable homepage. Now rejoin the session using the ‘Join Session’ button on your homepage.
If using headphones, or speakers that are plugged into your computer, check that they are plugged in to the computer properly.
Make sure your volume has not been accidentally turned down or muted on your computer. If you are unsure how to turn up your volume or check if your headphones/speakers have been muted, click here for our guided instructions.
It is possible the therapist are having issues with their microphone, please give them a couple of minutes to sort these issues.

If you still can't see or hear your therapist after running through the steps below, please call your therapist directly or ring our Mable team so we can work to resolve this issue as soon as possible.