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. A Join session button will appear on your dashboard starting 10 minutes before your scheduled appointment time. 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 Download and get started with the iOS mobile app.

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, this may be related to an account-level restriction or an insurance verification issue. Contact our support team so we can look into your specific situation.

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.

If you've completed a between-session reflection, your session topics will appear in a panel on the right side of your waiting room and session. The panel organizes your topics into three sections:

To prepare and submit session topics before your appointment, refer to Engage in between-session reflections.

If you have outstanding GAD-7 or PHQ-9 check-ins, they'll open automatically in a panel on the right side of your waiting room when you join. You can complete them while you wait or during your session. For more information, refer to Complete intake forms and mental health check-ins.

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.

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 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:

What if my provider doesn't show up? If you've been in the waiting room for several minutes past your session start time and your provider hasn't admitted you, check your messages in the client portal in case they've sent a note. If you don't hear anything, you can reschedule directly from your portal or contact our Support Team if you have questions about the missed appointment.

Why am I stuck in the waiting room? Your provider controls when to admit you, so you may wait a few minutes even if you're right on time. While you wait, you can adjust your settings, change your background, or send your provider a message using the in-session chat.

What if I get disconnected mid-session? If you lose connection during a session, close the tab and re-click your original session link — from your email, calendar invite, or the Join session button in your client portal. Your provider can re-admit you from the waiting room.

How long before my session does the "Join session" button appear? The Join session button appears in your client portal 10 minutes before your scheduled appointment time. If you don't see it yet, you may just be too early — check back closer to your start time.

Is Grow Therapy telehealth required? Yes. All telehealth appointments at Grow are conducted on the Grow platform to ensure a secure, consistent experience for you and your provider.

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, at no additional cost. Learn more in Scheduling interpreter services.

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 the Support Team. Recurring errors usually indicate an account-level issue that support can investigate.