On Thursday, June 1, 2023, our new platform went live. Below, you can find answers (including video guides) to any questions you may have about the platform’s functionalities.
What are the advantages of the new platform?
- It runs significantly faster
- It remains secure and is encrypted to the highest standard
- It is more user-friendly
- You gain access to “We.care Selfcare” (exclusive to we.care clients)
- Selfcare is a self-help universe that includes a wide range of articles and exercises related to anxiety, stress, depression, loneliness, business coaching, couples therapy, mindfulness, and general mental health. Selfcare will continuously expand with more content in all areas, including new topics.
If you can’t find answers in the following guides, you can always write to Client Care through your profile or call us directly at 53 53 59 17 (weekdays 9-16). You can also contact your psychologist through the shared chat under “My Sessions” in the left column of the platform.
Find answers to the most common questions about the platform’s functionalities below:
Forgot password?
- Go to – https://platform.we.care/login
- Click on “Reset your password”
- Fill in the field and click “Send”
You will then have received an email from the we.care team. Open this email and click on the link to reset your password.
See the image below.
Resetting your browser can often help if you’re still experiencing login issues. How do I reset my browser?
Windows: https://help.it.ox.ac.uk/how-to-reset-your-web-browser#tab-4012196
macOS: https://help.it.ox.ac.uk/how-to-reset-your-web-browser#tab-4012206
iOS: https://help.it.ox.ac.uk/how-to-reset-your-web-browser#tab-4016026
Note: All the guides below assume that you are logged into the platform.
How to send a booking request
- Click on the Calendar icon in the left menu
- First, select a date for the desired time
- Choose a consultation type
- Select one of the available time slots and then click “Send booking proposal.”
Your psychologist will then have the option to reject or confirm your request.
a. If the psychologist rejects it, you will be notified in your conversation with the psychologist.
b. If the psychologist confirms it, you will be notified in your conversation with the psychologist.
How to respond to a booking request from your psychologist
- Click on the Calendar icon in the left menu
- Go to “Booking Requests” at the top of the page
- Click either “Accept” or “Reject” the booking request
How to cancel a consultation
- Click on the Calendar icon in the left menu
- Go to “Future Confirmed Appointments.”
- Find the relevant booking and click “Cancel.”
How to take notes
- Click on “My Notes” in the right toolbar
- Click on the plus icon
- Write your note
- Click the save icon to save your note
How to join a video call with your psychologist at the agreed time
- Before the consultation starts, you can see a green button on the actual day in the right toolbar. The start time for your conversation with the psychologist will be displayed there.
- At the start time of the consultation, the button will change to a “Start” button at the top right of the toolbar.
- Click “Start consultation” to begin the conversation with your psychologist
What to do if there are technical issues during a video consultation
Initially, you can use this website to test if your microphone/camera is working on our platform: https://www.onlinemictest.com/
When the microphone/camera works on that website, it should also work on our platform. You can also check it using these links: Microphone guide for Windows: https://www.onlinemictest.com/microphone-settings/windows-10/
Microphone guide for Mac: https://www.onlinemictest.com/microphone-settings/mac-os-x/
When having video consultations via we.care, it’s important to close all other apps/websites that also have access to your camera and microphone since we are an encrypted system. This could be applications like Microsoft Teams, Google Meets, Messenger, Skype, etc.
If you’re unsure about which programs have access to your microphone and camera, it’s a good idea to restart your computer before the conversation. Make sure to close all unnecessary windows that may interfere and weaken the connection.
It’s also important to give permission to your computer, tablet, or, most importantly, the browser you’re using to allow us to access your camera/microphone. In Google Chrome and Safari browsers, you can give full permission through the “Settings.” It’s also an option during the consultation’s start-up. When you enter the video consultation via the green START button, a pop-up box will automatically appear where you need to give approval. If not, you can also grant permission through the browser’s search field by clicking on the lock icon.
How to contact Client Care
- Go to “Client Care” located in the left menu
- Write your message in the text field at the bottom of the page
- Click “Send.”
How to purchase a consultation
- Go to “Settings” at the bottom of the left menu
- Go to “My Solutions.”
- Select “1 consultation” and complete the payment
How to cancel your subscription
- Go to “Settings” at the bottom of the left menu
- Go to “My Solutions.”
- Click the “Cancel” button under “My Solution” at the top of the page.
How to use Selfcare
Search field: Use the search field to search for specific keywords such as sleep problems, social anxiety, or OCD.
Theme: Click on the theme(s) you want to learn more about. The content in Selfcare will be sorted according to the theme(s) you find relevant.
Content: Selfcare is a content library consisting of both standalone content and content that is part of a longer program (stress, anxiety, and depression programs). You will find podcasts, articles, videos, exercises, and more.
How to view your upcoming consultations
- Click on the Calendar icon in the left menu
- Go to “Upcoming Confirmed Appointments.”
How to learn more about your psychologist
- Go to “My Journey” located in the right toolbar
- Click on the Information icon next to the name of your psychologist in the top left corner
How to change your email
- Go to “Settings” at the bottom of the left menu
- Select “Change email.”
- Fill in the fields and click “Send.”
How to change your phone number
- Go to “Settings” at the bottom of the left menu.
- Select “Change phone number.”
- Fill in the fields and click “Update.”
How to change your password
- Go to “Settings” at the bottom of the left menu.
- Select “Change password.”
- Fill in the fields and click “Update.”
How to activate/deactivate 2-factor authentication
- Go to “Settings” at the bottom of the left menu.
- Select “My Security.”
- Choose “Activate” or “Deactivate.”
- Click the “Update 2-factor” button.
How to change your payment method
- Go to “Settings” at the bottom of the left menu.
- Select “Payment.”
- Click “Add New Payment Method.”
- Fill in the fields and click “Add.”
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