Technical Troubleshooting Tips

After booking a video appointment, you will receive a confirmation email and an SMS text message. Please check your spam or junk folders if you don’t receive the email.

The appointment confirmation message will have a link or button to JOIN the visit. Click the link to be connected to the video session. You will then be prompted to check your camera and microphone settings. Once confirmed, click “Connect to Video Call” to enter the virtual video waiting room and a message saying “Waiting for Practitioner to Join” will be displayed.

*NOTE: If you encounter any “permissions” related errors, please check your browser access permissions for your camera and microphone

If your camera or microphone is not working, try the following steps:

• Ensure Audio/Video permissions are enabled for your web-browser
• Use a compatible web-browser
• Update your web-browser to the latest version
• Clear your web-browser cache and cookies
• Check if your microphone is muted or the volume is low
• Check if your anti-virus or firewall is blocking ...the connection?
• Restart your device

To enable your web browser to access your camera and microphone:

• Windows/PC: Settings > Privacy > Toggle Microphone & Camera to On
• Mac/OSx: System Preferences > Security & Privacy > Privacy > Camera / Microphone – Click checkbox to allow permissions
• Android: System > Apps & Notifications > App Permissions – Check that Microphone and Camera are turned on for app
• iPhone: Settings > Privacy – Check that Microphone and Camera are turned on

*NOTE: These steps above may differ based on the device/version

• iOS devices (iPhone, iPad): use the Safari browser
• All other devices: use the Google Chrome browser

If you cannot login to your Tia Health account:

• Ensure you are entering your email address and password correctly
• If the information is correct, visit Tia Health Login and select “Forgot Password?” to reset your password

NOTE: *Please be sure to check your junk/spam folders for the Password Reset email

If you do not receive an email with the secure link to reset your password within a few minutes and you have checked your junk/spam folder, it’s possible you signed up with an incorrect email address. You will be required to sign up and book again using a valid email address.

If your system appears slow and web pages are delayed in loading (i.e., spinning icon) or you encounter any time-out error messages, check to ensure your network has a strong internet connection:

• Refresh the webpage (F5)
• Check your internet connection settings
• Make sure you are using a compatible web browser
• Make sure your device web browser and operating systems are up to date with the latest updates and security patches
• Try clearing your web browser cache and cookies
• Restart your device

You may formally request to close your user account through our application from your user account. Please follow the instructions below:

• Please login here:Tia Health Login
• Navigate to the “Profile” page
• Scroll all the way to the bottom of the page
• Click on “Close My Account” (Bottom Right)

*NOTE: The system will launch your default email app, but the request must be sent from the email associated with your user account for security reasons.

Please be sure that you are logged in to the same user account and email address that was used to book the appointment. If you try to login with a different email address (other than the original booking email) you will not be authorized to access. We also do not recommend having more than one user account/email in the system for this reason.

See instructions below based on your device:

Windows/PC - Chrome:

• Open Chrome
• Click “More” (3 dots) at the top right
• Select ‘Delete Browsing Data’ (shortcut: ctrl+shift+del)
• Choose a time range (select “All Time” to delete everything) Next to “Cookies and other Site Data” and “Cached images and files,” check the boxes
• Click Clear data


Android - Chrome:

• On your Android phone or tablet, open the Chrome app
• At the top right, tap More
• Tap History Clear lifetime cache
• At the top, choose a time range to delete everything, select All time
• Next to “Cookies and Site Data” and “Cached images and files,” check the boxes
• Tap Clear data


iPhone * iPad - Safari:

• On your iPhone or iPad, open the Settings App.
• Scroll down to select “Safari”
• Scroll down to “Clear History and Website Data”
• Make sure “All History” is check marked
• Click “Clear History”

*NOTE: These steps above may differ based on the device/version