Black rectangle appears where provider picture should be. One of three issues.
- If you have an iPhone 5 or below you may not be able to have IOS 11+ - some iPhone 5’s only allows updating to IOS 10.
- Low bandwidth – you can do a simple speed test by going to your browser on their mobile phone, tablet or computer and typing in www.Speedtest.net Teletherapy typically works with 3Mb/s download and 1Mb/s upload.
Remedy / test. Try connecting to a WIFI network and test. If connected to a WiFi network, try disconnecting and using mobile data service (LTE/4G – Verizon, ATT, Etc.). In many cases, mobile services have better speed than some WiFi networks.
You are clicking on text/email and can see yourselves; you see yourself and there is white box showing where your provider should be showing up. BE SURE YOU ARE CLICKING ON THE CORRECT (most recent) EMAIL OR TEXT. These “keys” only match to the lock one-time. To avoid this, please delete emails and text strings when the session is over. That way, the links are always the latest.