How to Connect to the Session
Troubleshooting
Trouble Connecting Online?
Are You Using a Computer or Tablet?
When connecting to a group session online, we suggest using a desktop computer or laptop. The operating systems and settings on smartphones and tablets are not entirely compatible.
What Web Browser Are You Using?
Our coaching systems are optimized for use with Google Chrome. Using any other web browser can result in connectivity issues.
How is Your Internet/WiFi Signal?
How strong is your internet signal? If you have a strong signal but cannot connect, try plugging straight into your router and bypass the WiFi.
Trouble Connecting Over the Phone?
Do You Have the Correct Phone Number and Codes?
Make sure you have the correct call information through the "Group Call Info" for the session. If you are outside of the United States, check the International Numbers for your country. Also make sure you have the correct session code as it is session specific.
Try the Codes Again
Normally, the reason clients receive an "invalid pin" error is because the numbers were typed in too quickly and the system didn't recognize the whole number. After verifying the numbers, please try them again a little slower.
Frequently Asked Questions
"Can I test my online connection before hand?"
Yes. To test your connection, follow the connection steps above and click the "Click To Call" button. If you receive an automated message saying you are too early to the call, your test was successful.
"What if my country isn't listed in the international numbers?"
Our international numbers represent the most common locations of our clients. If you do not see your country listed, please let us know prior to the call and we will see what options are available to us to add the number. As some countries require a physical presence in the country to be assigned a number, we cannot guarantee a local number for all clients.
"Do I have access to a recording of the call?"
After the call completes and the coach submits the notes, you'll have access to the audio recording of the session. On the session listing, the green "Group Call Info" button will change to an orange "Get Recordings" button. Clicking that will bring up a new window with a link to the audio. You can either left-click the link and stream the audio from the site, or right-click and save the mp3 directly to your computer.
