General Technical Support FAQs


1. WHAT KIND OF COMPUTER OR TECHNOLOGY DO I NEED TO USE E-THERAPY?


If you have a relatively new computer, it will usually be equipped with an internal webcam and microphone. If you do not, you can easily purchase a webcam and microphone combination.

The e-therapy platform is compatible with: -

One of the following operating systems:
  • Windows version 10 or newer
  • Macintosh version OS X 10.7 or newer
One of the following Internet browsers:

  • E-therapy is compatible with the latest versions of Google Chrome and Mozilla Firefox on desktop operating systems.
  • E-therapy is compatible with Safari 11 for Mac OS or Safari on iOS 11
  • On Android, E-therapy is compatible with Google Chrome for Android and Mozilla Firefox for Android.
  • For older browser versions, a warning banner will be displayed that requests users to update.

While e-therapy may work on older versions of these browsers, we recommend that you update your browser to the respective latest versions for the best video conferencing experience.

2. MY VIDEO ISN’T WORKING. WHAT SHOULD I DO?


Upon entering e-therapy’s video therapy session room during your appointment, if your video is not working then we recommend getting in contact with us. You have the option of testing your audio and video prior to your session by clicking the link at the bottom of the e-therapy.uk homepage. You can also check the following:

  • If you are using an external webcam that plugs into your computer, make sure that it is fully plugged into the USB port.
  • Log out of any other video conferencing programs like Skype or Facetime. Other video programs can hog access to your webcam and prevent e-therapy.uk from accessing it.
  • Check that something is not covering the webcam. Sometimes sticky notes, tape, etc. can be accidentally placed over the webcam lens.

3. I CAN’T HEAR THE OTHER PERSON/THE OTHER PERSON CAN'T HEAR ME. WHAT SHOULD I DO?


Upon entering e-therapy’s video therapy session room during your appointment, if your microphone is not working then we recommend you get in contact with us. You may test your microphone by clicking the test your audio and video link at the bottom of the e-therapy.uk homepage. You can also check the following:

  • The most common reason that you can't hear the other person is that your speakers may be muted, or on low volume. Make sure that your speaker volume is both turned up and that it is not muted.
  • If you are not wearing headphones, then check if there is a pair of headphones plugged into your computer that you are not wearing. If you find some then unplug them or use them instead.
  • If you are using an external microphone, or webcam/microphone combination, that plugs into your computer, make sure that it is fully plugged into the USB port or headphone jack.

4. I’VE USED E-THERAPY BEFORE, BUT I AM NOW USING A NEW/DIFFERENT COMPUTER. HOW CAN I BE SURE IT’S COMPATIBLE WITH E-THERAPY?


You can test your audio, video and microphone by scrolling to the bottom of the e-therapy homepage. You can also test your Internet and computer speeds to see if they’re compatible with e-therapy’s video therapy platform by visiting http://www.speedtest.net/ and click on the green “Begin Test” button.

Your speeds should be:
  • Download – 500kbps / 0.5mbps or greater
  • Upload – 500kbps / 0.5mbps or greater
  • Ping – 125ms or less

We recommend a minimum dedicated 350kb/s down per downloaded stream, as well as 350kb/s up per uploaded stream to maintain a stable video connection. Video quality dynamically adjusts based on the strength of a user's network connectivity. The faster and more stable the broadband connection, the better the video quality.

If bandwidth drops below a certain threshold, or if a user has very little bandwidth to upload video, video and audio quality can be unpredictable. Video may be choppy, audio may have artifacts, and the connection could be dropped leading to premature termination of a session.

5. I FORGOT MY PASSWORD.


If you forgot your password, just click on the “Forgot your password?” link under the green “Log in” button on e-therapy’s login page. You will be prompted to enter the email that you used to create your account, and an email will be sent to that address. The email will contain instructions on how to reset your password.

6. HOW DO I EDIT MY ACCOUNT?


To modify your account, log into your e-therapy account and then click the “Profile” option on your dashboard. You can edit your contact information, personal details, photo, professional information or any other information listed on this page.

7. I CAN’T LOG IN TO MY ACCOUNT. WHAT SHOULD I DO?


Make sure that you’re using the same email address and password you initially used to create your account. If you do not remember your password, click on the “Forgot your password” link in the login page. An email will be sent to you with instructions on how to reset your password.

8. CAN I USE E-THERAPY WITH MY SMARTPHONE, IPAD OR TABLET?


E-therapy is compatible with desktop computers, laptops, I Pads and tablet devices. Although, E-therapy is compatible with smartphones, we recommend using a desktop computer, laptop or tablet device for the best possible video conferencing experience.

9. WHAT INTERNET BROWSERS DOES E-THERAPY RECOMMEND?


We recommend using whatever browser you are comfortable with, such as the most recent versions of Chrome, Firefox and Safari. E-therapy is not compatible with internet explorer or earlier versions of Safari.

10. I WOULD LIKE TO DELETE MY ACCOUNT.


To close or delete your account, please contact us by phone or email admin@e-therapy.uk.

11. WHAT SHOULD I DO IF MY INTERNET IS NOT WORKING?


Please contact your Internet Service Provider (ISP) to resolve any connectivity issues or to speak with them about upgrading your Internet speed. Also, please call us so that we can communicate with your therapist or your client if an appointment is about to happen.

12. MY SCREEN IS FROZEN. WHAT SHOULD I DO?


Your screen may appear frozen as you’re preparing to enter a video therapy session. If you’ve clicked the red JOIN button and you see a continuously spinning wheel, this just means you’re in our virtual waiting room. Your session will start once your client or therapist logs in.

If your screen appears frozen for any other reason, try refreshing your browser.

PROVIDER TECHNICAL SUPPORT FAQ'S


1. I’M WAITING FOR MY CLIENT TO SHOW UP FOR THE SESSION. WHAT SHOULD I DO?


If you’re logged into your account and waiting for your session to begin but your client hasn’t started the session yet contact us by phone or via email at admin@e-therapy.uk.

2. I MADE A MISTAKE AND CREATED AN ACCOUNT AS A CLIENT, BUT I REALLY INTENDED TO CREATE AN ACCOUNT AS A PROVIDER.


Our platform does not allow the same email address to be used for multiple accounts. If you created a client account but meant to create a provider account, please contact us or email admin@e-therapy.uk.