Please find below a collection of the most common access code related issues and the way to resolve them.
Where is my Access code? What is an Access Code?
When invited to a virtual session through Adracare Guests and Clients will receive a notification with both an appointment link and an access code unique to them.
To join the session, you follow the appointment link in the notification and when prompted enter the access code.
If you are unsure where your access code is, please try the following:
- Check your email for an appointment confirmation email from no-reply@adracare.com
- Ensure you check your spam and junk folders as well
- Reach out to your provider directly as they have the ability to resend your invitation or directly provide your access code and link
Access Code is Invalid
If you receive an error message that your access code is invalid or incorrect please check the following:
- Confirm that there are no typos in the access code (copy and paste it directly into the text box)
- Check for leading or trailing spaces
- Check for emails saying that the appointment has been rescheduled or cancelled. Each appointment has a unique link and access code so once it has been cancelled or rescheduled they will no longer work
- Confirm that you are using the access code and appointment from the same email or SMS notification. Each appointment has an unique link and each participant has an unique access code so you cannot save a previous appointment link and reuse it for future appointments
Joining too Early
An error saying that you can only join the session a specific amount of time before the start of the appointment can be caused by a few things:
- Appointments are joinable by default 30 minutes before the scheduled start time, if you attempt to join prior to then you will receive an error
- Joining after the appointment has ended can also result in the same error. Double check your confirmation email or text to confirm the appointment time, date and timezone.
- Your appointment was rescheduled or cancelled which would make the access link and code invalid. Check your email or text messages for a notification regarding a cancellation or rescheduling.
- Your provider has marked the appointment with a completed status on the system such as 'complete' or 'no show'. Once marked as completed, appointments are no longer joinable