We’re looking forward to seeing you
Everything you need for your online appointment
Joining your session
1
Open the Video Consult link from your confirmation email. The subject line is Appointment Reminder - Telehealth (Online)
2
Allow access to your camera and microphone if your browser asks
3
Wait in the waiting room. Your clinician will join shortly
4
When they join, a blue Join button will appear. Click it to start
Clinicians may occasionally run a few minutes behind. If they haven't joined after 5 minutes, please call or email us.
Tips for a good session
Find a quiet, private spot where you won't be interrupted
Any device with a camera works fine. Phone, tablet, laptop, all good
A stable Wi-Fi connection will give you the best call quality
Headphones can help with audio quality, especially in a busier space
Having trouble connecting?
Most Telehealth issues can be fixed quickly. Try the steps below, then reopen the same Video Consult link to rejoin your session.
Camera or microphone not working?
Make sure your browser has permission to use your camera and microphone. If you selected Block or Don't Allow, change the permission to Allow, then refresh the page.
Also close Zoom, Teams, FaceTime or any other app that may already be using your camera or microphone.
Can't hear, or can't be heard?
Check that your microphone isn't muted and your device volume is turned up.
If you're using AirPods, headphones or another Bluetooth device, try disconnecting them and using your phone or computer's built-in microphone and speakers.
Video freezing or call dropped out?
A patchy internet connection can affect your video or audio. Try moving closer to your Wi-Fi router, closing other apps or browser tabs, or switching between Wi-Fi and mobile data.
If the call drops out, open the same Video Consult link again to rejoin your session.
Still not working?
- Close the Telehealth window.
- Close and reopen your browser.
- Open the Video Consult link again.
- Allow camera and microphone access if prompted.
If you have another device available, you can also try joining from your phone, tablet or another computer.
Seeing balloons, fireworks or other effects?
These are video reactions generated by some Apple devices, not Halaxy or your clinician.
On a Mac, while the call is open, click the green video camera icon near the date and time, then turn Reactions off.
On an iPhone or iPad, while the call is open, open Control Centre, choose Video Effects, then turn Reactions off.
If you still can't join and your appointment is due to start, call us on 03 9122 5254 and we'll help with the quickest next step.
More help from Halaxy
Running late?
Give us a call as soon as you can. Late arrivals may mean a shorter session.
Cancellations within 24 hours or no-shows incur the full fee. Within 48 hours, 50% applies. Monday sessions need notice by 9am Friday.
Call us · 03 9122 5254
We don't provide a crisis response service. If you need urgent support, call Lifeline on 13 11 14, or 000 in an emergency.
