Help menu

Help for Clients

Account

How do I access my account?
You can access your account by going to My account (also available via the top right-hand menu of this page). If prompted, enter your e-mail address and password for your Vixly account.
How do I change the e-mail or password of my account?
Go to My account > Profile:
  • Change e-mail:
    1. Click on Edit next to your current e-mail address
    2. Enter the new e-mail address
    3. Enter the verification code sent to your new e-mail address
  • Change password:
    1. Click on Change password
    2. Enter and re-enter the new password
    3. Enter the verification code sent to your e-mail address
How do I subscribe or unsubscribe to Vixly news e-mails?
Upon your consent, we may send you e-mails with news and offers from Vixly and Provider(s). To make changes, go to My account > News and check (subscribe) or uncheck (unsubscribe) to news and offers from Vixly and/or Provider(s).
How do I view my personal information stored by Vixly?
Go to My account > Privacy and click on Download my Vixly data to download a text file with the information stored by Vixly.
How do I delete my Vixly account?
Go to My account > Privacy:
  1. Click on Delete my account
  2. Click on Delete account
  3. For final confirmation, enter the verification code sent to your e-mail address
Warning: This will permanently delete your Vixly user account and all related data! If you have upcoming bookings, you will be asked to cancel these before deleting the account.

Booking

How do I make a booking?
You make a booking by going to the Vixly page of a Provider offering Services (consultations, counseling, training, etc) on Vixly:
  1. Select the Service you want to book
  2. Select if available (subject to Provider's preferences):
    • Appointment (video, in-person, phone)
    • Language (that the Service is provided in)
    • Host (name of person providing the Service)
  3. Select the preferred Date and Time for the appointment
  4. Click Confirm (for paid Services with upfront payment, you will be redirected to Stripe where you enter your payment details)
Where do I find my bookings?
Go to My account:
How do I invite guest(s) to a booking?
Go to My account > Schedule:
  1. Select the booking in question
  2. Click on Invite guests
  3. Enter the e-mail addresses of up to 3 persons that you want to invite as guests
Vixly sends out an e-mail inviting the guest(s) to join the booking. Once accepted, you will receive an e-mail confirming this and the guest(s) will be able to join the video session invited to (assuming it is a video appointment).
How do I reschedule a booking?
Go to My account > Schedule:
  1. Select the booking in question
  2. Click on Change
  3. Click on Time and select the new Date and Time
Note: Change will not be present on the booking if the provider you have made the booking with does not allow rescheduling (most providers do). Information about rescheduling is always presented before confirming a booking for a paid service.
How do I cancel a booking (and will I get a refund)?
Go to My account > Schedule:
  1. Select the booking in question
  2. Click on Cancel booking
  3. Click on Confirm to confirm the cancellation
For bookings that are paid up front any refund is subject to the Cancellation policy of the provider in question. The Cancellation policy for providers with services that are paid up front is always presented on their Vixly page in the following way:
  • X+ hours: Z% refund
  • 0-X hours: No refund
Example: If X = 10 hours and Z = 80%, you may cancel the booking up to 10 hours prior to the appointment with a 80% refund, but no refund for cancellation less than 10 hours prior.

Video

How do I start a video session?
Go to My account > Schedule and click on the appointment in question.
  • Test audio and video before starting:
How to test your audio and video before joining a call
  • If multiple media devices are available, click to select which camera, microphone or speaker to use
  • When ready, click to start
Note: Speaker button is only present if using Google Chrome, Microsoft Edge or Firefox (since version 116).
How do I share my screen?

Click on and select the tab, window or screen that you want to share.

How to share your screen

Vixly supports multiway content sharing so that multiple persons may share screen with each other at the same time.

Note: Share button is only present if your device allows screen sharing.
How do I mute my microphone or turn off my camera?

To mute your microphone, click on

How to mute your microphone

To turn off your camera, click on

How to turn off your camera

To mute your speakers, click on

How to mute your speaker
Note: Speaker button is only present if using Google Chrome, Microsoft Edge or Firefox (since version 116).
How do I turn off self-view?

To turn off your self-view video, click on

How to disable your self-view video
Note: Others will still see your video, this is only to hide the video of yourself locally.
Please e-mail help@vixly.com if you cannot find what you are looking for or you are experiencing technical issues.

Admins can also schedule a video session with the Provider Success Team.