Hi there! I understand you’re having trouble joining a session to pay your copay through MYIO. Let’s take a moment to sort this out together.

Could you share a bit more about the issue? For instance, are you seeing any error messages when you try to join the session? Also, have you been able to successfully log into the MYIO platform before this issue?

Your input will help me guide you more effectively!

I WAS CONNECTED AND HAD TO PAY COPAY, WHICH I DID, IT DIRECTED ME TO JOIN MY SESSION, INSTEAD OF CONNECTING ME (MY THERAPIST WAS ALREADY LOGGED IN,)IT KEPT SEARCHING AND THEN PAGE POPPED UP,GIVING ME TWO OTIONS, WAS MY SESSION SUCCESFUL? OR DID I HAVE ISSUES? AS IF MY SESSION HAD ENDED.

Thanks for the details! It sounds like you completed your copay but encountered an issue while trying to join your session. Let's clarify what might have happened.

When you were trying to join the session, the “searching” phase could indicate an issue with the connection to the telehealth platform. Since your therapist was already logged in, your successful connection might have been interrupted due to a few potential reasons, such as:

1. Internet Connection: If your internet connection is unstable or slow, it may prevent the session from connecting properly. It can be helpful to check your internet speed or switch to a more stable connection if possible.

2. Browser Issues: The web browser you’re using might be outdated, particularly if it's not fully compatible with the telehealth service. Sometimes, switching to a different web browser can help resolve the issue.

3. Software Conflicts: Occasionally, security software like VPNs or firewalls can interfere with the connection to the session. Temporarily disabling these might help you connect.

4. Session Timeout: If there is a delay in joining the session, it’s possible that the session timed out, which can cause the message you received regarding your session status.

To further help you, could you check if your internet connection is stable and whether you're using a compatible browser? Here are some general troubleshooting steps you can follow:

### Step-by-Step Troubleshooting:
1. Check Internet Connection: Ensure your internet connection is stable.
2. Try a Different Browser: If you're using Safari, try switching to Chrome or Firefox.
3. Disable VPN/Antivirus: If you're using a VPN or have security software enabled, try disabling it temporarily.
4. Refresh the Session Link: If you still have the session link, try refreshing the page or re-clicking the link.

If you’d like more detailed guidance on troubleshooting, there are some resources available, such as Troubleshooting Telehealth appointment issues1.

Could you let me know if you see any particular error messages on the page or if there’s still an issue after these steps? Your feedback will really help us get to the bottom of this!

I WAS USING CHROME ON A VERY STRONG WI-FI CONNECTION,I TRIED REFRESHING MANY TIMES, AFTER THE INITIAL TRIES WHILE DOCTOR WAS STILL ON, OR CONNECTED I RECIEVED THE ERROR PAGE AS I STATED IT ASSUMED MY SESSION WAS OVER, AGAIN DOCTOR WAS STILL LOGGED IN TO SESSION! I EVEN TRIED TURNING OFF VPN CONNECTION, IT WOULD NOT DISCONNECT! IVE USED THIS SAME DEVICE SAME WI-FI SAME INTERNET CONNECTION, USING CHROME AND HAD SUCCESFUL CONNECTIONS FOR MY VIRTUAL APPOINTMENTS WITH THE VERY SAME OFFICE!!

Thanks for your detailed response. It sounds like you've done quite a bit of troubleshooting already. Since you've successfully connected before, this is certainly an unusual occurrence. Let's explore a few more steps that might help resolve the issue:

1. Clear Cache and Cookies: Sometimes, accumulated data can cause issues. To clear them in Chrome:
- Open Chrome, click on the three dots in the upper right corner, and select Settings.
- Scroll down to Privacy and Security and click on Clear browsing data.
- Choose Cookies and other site data and Cached images and files, then click Clear data.

2. Update Chrome: Ensure that your Chrome is up to date. Go to the three dots in the upper right corner, select Help, and then About Google Chrome. This will automatically check for updates and install them if available.

3. Disable Browser Extensions: Sometimes, browser extensions can interfere. Try disabling them temporarily:
- Go to the three dots in the upper right corner, select More Tools, then Extensions.
- Toggle off all extensions and see if that helps.

4. Try Incognito Mode: Open a new incognito window by pressing Command + Shift + N. This disables all extensions by default, which might allow you to join your session.

5. Connection Issues: Since you mentioned VPN issues, ensure it's entirely disconnected. If you're having trouble disconnecting, you might want to try restarting your computer to reset the network settings.

If these steps don’t resolve the issue, it could be helpful to check if there are any notifications or updates from your telehealth provider regarding service interruptions as well.

Would you like assistance with any of these specific steps, or do you need me to look up more detailed resources for any of them? Your session and communication are very important, and I want to make sure you find a solution!