This article is for clients using the Oasys client iOS app.
This article is only about video (telehealth) sessions in the Oasys iOS app — how to join while signed in, what happens in the waiting room and call, and what to try when something fails.
In this article:
1. Before the session
Confirm the session modality is Video (not Phone or In-person).
Sign in as the person the session belongs to (guardians: More → Switch account).
Allow camera and microphone when iOS asks — Oasys needs them for video therapy sessions.
Prefer stable Wi‑Fi.
Finish any urgent Documents your provider asked for before the visit.
💡 You can typically join from about 15 minutes before the scheduled start through the scheduled end. The app does not show a separate on-screen tip about that window — watch for Join Session / Join Now to become available.
2. Join from the app
When the join window is open:
From Home, tap Join Now or Join Session, or
From Sessions, tap Join Now on the visit, or open it and tap Join Now.
Live cards may show Live, Live now, or timing such as “In N min” / “Just started.”
If the session has already ended, you’ll see Session ended or This session has ended instead of join.
A group session shows Session ended once your provider has ended the call, even inside its scheduled time. A session your provider holds on another video service has no join in the app, and says Your provider will send connection details.
You must be signed in as a patient. There is no guest name prompt inside the iOS app.
3. Hair check, waiting room & the call
Before you enter you may see a device check with mute/camera toggles and:
The screen says the session will be transcribed to help your provider with clinical note-taking.
Tap Join Session (or Go Back).
Waiting room: “Waiting for your provider...”, then “You'll be connected when your provider is ready.” You can Leave.
In the call: mute/unmute, camera on/off, and End call. You may see a recording notice (REC) explaining transcription/HIPAA handling.
If you leave early, confirm Leave Session. You can often rejoin if the window is still open.
Other end states:
Your provider has left the call — you can wait or leave
Session Ended — “This session has ended.”
Not Admitted — “Your provider did not admit you to the session.”
After a completed visit, you can rate from Sessions (see Your sessions).
4. Guest join (website only)
⚠️ Joining a telehealth session as a guest without signing in is available on the Oasys website (not in the iOS app). In the app you always join as the signed-in patient through the waiting room.
If someone only has a guest link, they should open it in a browser on the website, enter their name when prompted, and join from there — or get a full patient invite so they can use the app.
5. Troubleshooting
Symptom | Try this |
No Join Session / Join Now | Confirm it’s Video; wait until ~15 minutes before start; pull to refresh; confirm Switch account; check that the session hasn’t ended |
Camera / mic error | iOS Settings → Oasys → enable Camera and Microphone; reopen the app and try again |
Audio is being used by another app or call. | Finish the phone call or close the other app. The audio starts by itself when it ends, or tap Try again. For Call audio is paused. tap Resume audio, and for Call audio stopped. tap Reconnect audio |
Not Admitted or provider didn’t respond | Leave and retry; message or call your provider; confirm they started the session |
Joined as the wrong person | Leave, More → Switch account, join again from that account’s Home or Sessions |
Phone appointment by mistake | Phone sessions have no video join in the app; use your provider’s phone instructions |
Something Went Wrong | Try Again or Go Back; if it keeps failing, contact your practice |
Frequently asked questions
Can a family member join from the app without an account?
No. Guest join without login is on the Oasys website only. They need a guest web link or their own signed-in patient access.How early can I join?
About 15 minutes before the scheduled start, through the scheduled end (sometimes longer if the room is still active).Why did I see a transcription notice?
Video sessions may be transcribed to help your provider with clinical notes. Follow the on-screen recording/privacy information during the call.Still can’t get in?
Contact your practice, or use Contact Us in More.