Teletherapy faq

I am trying to register in the Teletherapy portal, but it says my email address is already in use. What do I do?

Your account was already created by the Admin Team when you scheduled your appointment, so check your email for log in information. If you don’t remember your password, please try to reset it. If you need help resetting the password, call the office for guidance: 804-924-2236.

Why can’t my Therapist see or hear me?

Allow permission for Google Chrome to access the camera and microphone on your computer/device.

Why does my video and/or audio lag, or why is the picture unclear?

Check your network connection strength. The strength should at least be at “3” to be able to stream clearly.

I have multiple children and/or family members receiving Teletherapy. Can we register with the same email address?

Yes, please contact the office in this situation. We can set you up in the Teletherapy portal under one email address with unique log in information for each person. All email correspondence will be directed to the 1 email address identified.

Does my insurance cover Teletherapy?

Most likely it does. Please contact the office to be certain. We are happy to check your benefits for you.

What internet browser should I use?

Google Chrome works best. You can download the Chrome app on any device.

What kind of device can I use for Teletherapy?

You can use any device with a front-facing camera. It might be easiest to log in and complete set up on a desktop or laptop, but this is your choice.

My session ended abruptly due to technical issues. What do I do now?

Check your email for an invitation to join a new call. Your Therapist can manually invite you via email if the call/session ends or fails before you are done.