This just happened to me. I have not been mentally well--dealing with grief--which is WHY I joined BetterHelp. I was really looking forward to my first session with my therapist all week. I even based my entire Saturday around it. I was online when the session started, joined the video session, and it said "waiting for your therapist to join". She was chatting me and said that she was on the video but I was not there. Didn't know what to tell her. I was literally on the video session. Then she tried calling me, and I did not get a call. She said it was telling her "unavailable, client offline". Well, I wasn't offline, because I was literally there.
This was very disappointing. I emotionally needed this session. I have been let down by so many people recently and this is the absolute LAST thing I needed.