Whether you're joining your first session or troubleshooting a connection issue, this article walks you through how Grow Therapy telehealth works, how to find your session link, and what to do if something goes wrong.

Your appointment reminder email and calendar invite each include a secure session link. Click the link to open your provider's waiting room — no login required. When joining from the meeting link, the session waiting room page should look like this:

If you can't find your reminder email, log in to your client portal. When it's time for your appointment, a Join session button will appear on your dashboard. Click it to enter your provider's waiting room.

You can also join sessions directly from the Grow Therapy iOS app. The app is not available to minors, clients with Kaiser insurance, or those residing in Illinois or Nevada. For setup and joining instructions, refer to the Grow Therapy iOS mobile app FAQ.

Once you click your session link, you'll land in your provider's waiting room. The first time you join, click Allow when prompted so your browser can access your camera and microphone.

From the waiting room, you can also adjust your audio and video settings, change your background, or send your provider a message while you wait. Your provider will admit you when they're ready.

If you have outstanding required agreements, you'll see a waiting room block. Review and accept the agreements when prompted — once you do, you'll be able to enter your session.

If there's a payment hold on your account (for example, an expired or invalid card on file), you may be unable to access your session. Update your payment information in the Billing section of your client portal, then try joining again.

If you see a message indicating you're not eligible to join, contact our support team so we can look into your account.

If you're experiencing the same join error week after week, basic troubleshooting steps like clearing your cache or switching browsers may not be enough. Reach out to our support team directly so we can investigate the underlying issue.

To change your background, select the ⚙️ settings gear icon at the bottom of the waiting room or meeting room > select the Background tab > choose your background > close the menu. Your camera must be on to use this feature. To turn on your camera, click the 🎥 video icon at the bottom of the waiting room or meeting room.

You and your provider can send messages to each other before and during a session using the in-session chat. These messages are not saved after the session ends.

Screen sharing is available during sessions. For instructions, refer to Screenshare during an appointment.

If you would like a partner or family member to attend one of your sessions, you can forward your confirmation or reminder email to them or add them to the calendar invitation. The additional guest(s) can click the link and enter their information to join the session, like you normally would.

Google Chrome is recommended. The service also works on recent versions of Mozilla Firefox, Safari, and Microsoft Edge.

While in the waiting room or after joining, click the ⚙️ settings gear icon at the bottom of the screen to open your audio and video settings. Make sure the correct camera and microphone are selected.

If you don’t see any camera or microphone options in the settings menu, your browser may not have permission to access them. You can update these permissions by clicking the icon next to the browser’s address bar or going directly to your browser’s site settings.

If no options appear, your browser may not have permission to access your devices. You can update these permissions by clicking the icon next to your browser's address bar or going to your browser's site settings. Step-by-step instructions by browser:

If you're still having trouble, contact our support team.

If your connection is poor, try the following:

Is Grow Therapy telehealth required? Grow Therapy is committed to delivering a secure and stress-free end-to-end care experience for both clients and providers. To ensure this, we ask that all Grow telehealth appointments be conducted on the Grow platform.

Does Grow Therapy telehealth cost anything extra? No. Grow Therapy telehealth is included at no additional cost for all clients.

Does Grow offer interpreter services? Yes. Grow partners with Cyracom to offer access to 35+ languages, including certified American Sign Language (ASL) interpreters. Interpreter services are available at no additional cost. Learn more in Scheduling interpreter services.

Why am I stuck in the waiting room? The waiting room gives you a moment to settle in while your provider prepares. Your provider controls when to admit you, so you may wait a few minutes even if you're right on time. You can use the waiting room to adjust your settings, change your background, or message your provider.​

What if I keep having the same join error every week? If basic steps like clearing your cache or switching browsers haven't helped, contact our support team. Recurring errors usually indicate an account-level issue that support can investigate.