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: Settings → 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 therapist 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, open the visit and tap Join Video Session / Join Session.
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.
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 therapist with clinical note-taking.
Tap Join Session (or Go Back).
Waiting room: “Waiting for your therapist...” — “You'll be connected when your therapist 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 therapist has left the call — you can wait or leave
Session Ended — “This session has ended.”
Not Admitted — “Your therapist 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 |
Not Admitted or therapist didn’t respond | Leave and retry; message or call your therapist; confirm they started the session |
Joined as the wrong person | Leave, Settings → 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 therapist’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 therapist 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 Settings.