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Technical Support
At the DECODE Insomnia Clinic, technology allows us to deliver more accessible, timely, and streamlined care. Virtual visits let us see patients across Ontario, the clinic portal streamlines communication and appointment management, and our online programs give you the freedom to learn and apply strategies at your own pace. To support you in using these tools, this page is designed to help you get set up smoothly, troubleshoot quickly, and feel confident using all of our digital tools.
Virtual Visit (Zoom) Issues
How do I find the link for my virtual appointment?
Your Zoom link appears in your appointment confirmation email and again in the reminder emails sent 7 days, 3 days, and the morning of your appointment. Search your inbox for “DECODE Insomnia Clinic.” If nothing comes up, check your spam or promotions folder. If you still can’t locate it, email us and we’ll resend it. Please ensure you are clicking the link for the correct physician.
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How can I prepare for my virtual visit so everything works smoothly?
Before your appointment, download or update the Zoom app, then test your link, audio, and video to make sure your device is ready. You do not need to download the app if you are using a desktop or laptop. This prevents troubleshooting during your visit. You can join Zoom’s test meeting or follow a short video walkthrough on how to check your microphone and camera:​
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Download Zoom: https://zoom.us/download​
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Android Device: download the app​
Test your Zoom ahead of time:
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I’m having trouble logging in. What should I try?
Close Zoom and try joining again. If that doesn’t work, log out and back in or switch to another device such as a phone, tablet, or laptop. If you remain unable to connect, your physician will call you from the clinic phone number to troubleshoot.
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Zoom is asking me for a meeting ID or passcode. What should I do?
Most of the time, you can simply click your Zoom link and it will take you directly into the virtual waiting room without needing to enter anything manually. If Zoom does ask you for a meeting ID or passcode, you can enter it using the details provided in your confirmation email and in the 7-day, 3-day, and day-of reminder emails. The meeting ID and passcode appear directly underneath the Zoom virtual visit link.
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I’m in the waiting room but not being admitted. What should I do?
Your physician may be finishing with another patient. If they see you in the waiting room, they will message you via the Zoom chat to update you. If there is a connection issue, they will call you directly. You will not lose your appointment because of a delay.
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My audio or video isn’t working—how can I fix it?
First, ensure Zoom has permission to access your microphone and camera. Restarting your device or closing other apps that use the camera (FaceTime, Teams, Google Meet) may also help.
Guides:
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Zoom keeps freezing or dropping the call. Why is this happening?
This usually indicates a weak or unstable internet connection. Try moving closer to your router, closing background apps, or switching devices. If Zoom drops the call, simply click your link again to rejoin.​​​​
Clinic Portal (Telus Health) Issues
I can’t log into the clinic portal. What should I do?
If you receive an error message while trying to log in, email decodeinsomnia@protonmail.com with your full name, date of birth, OHIP number, and the email address linked to your chart so we can verify your account. Once updated, we’ll notify you to try logging in again.
Portal login: https://decodeinsomnia.inputhealth.com
I forgot my password. How can I reset it?
On the login page, select “Forgot Password” and follow the instructions. If you don’t see the reset email after a few minutes, check your spam folder.
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The portal isn’t letting me ebook or reschedule my consultation. What now?
Refresh the page or log out and back in. Chrome tends to work best for InputHealth, so switching browsers may help. If the issue persists, email us a screenshot so we can assist you. Download Chrome
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Why does the system say my email isn’t recognized?
The email you're entering may not match the one in your chart. Email us your details and we will update your login information.
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Can you book appointments for me if I can’t access the portal?
Yes. Email us and we can help with scheduling. Please provide your full name and date of birth so that we can quickly access your file.
DECODE Sleep Program and
Sprint Program Platform (Kajabi) Issues
How do I access my program?
After you sign up for a program, you will receive a welcome email with your login link and instructions. Bookmark the login page for easy access.
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I didn’t receive my login details. What should I do?
Search your inbox for the name of the program you enrolled in (DECODE Sleep Program or Sprint Program). If the email isn’t there, check spam or promotions. If still missing, let us know by email and we’ll resend it.
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I can’t remember my password. How do I reset it?
On the login page, click “Forgot Password.” Kajabi will send you a reset link.
Article on How to Reset Your Password
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The videos aren’t loading or they’re buffering. What helps?
Try refreshing the page, switching browsers, or using Chrome (often the most stable).
Kajabi's Video Troubleshooting Guide
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I got an error message in Kajabi. What now?
Kajabi’s general troubleshooting guide is helpful. If the issue continues, take a screenshot and email it to us so we can determine whether it’s account-related or platform-related.
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Can I use the program on my phone or tablet?
Yes. Kajabi works on any browser-enabled device.
Kajabi Mobile Guidance
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What if I still can’t access the program?
Email decodeinsomnia@gmail.com.