To make sure your session goes smoothly, some tasks must be completed before you can join. These steps ensure your provider has everything they need and that billing or policy requirements are in place.
Why These Tasks Are Required
We want to make your experience as seamless as possible. In certain situations, your account may need updates before you can attend your next appointment. Common reasons include:
Expired credit card – Your payment method is out of date.
Pending acceptance of provider policies – You need to agree to your provider's cancellation and no-show terms.
Pending appointment tasks – Intake or coverage details are missing.
Out-of-network (OON) provider with $0 fee policy – Requires policy acceptance before continuing.
No remaining session credits – If your sessions were sponsored or covered by a contract and those have run out, you’ll need to add a payment method.
Outstanding balance - If you have an outstanding balance due on your account, you will not be able to join the session until this is paid.
Pre-session assessment
Completing a brief mental health assessment is also required before joining a virtual session if it's been more than 14 days since your last one. You'll be reminded in your appointment reminders and on your home page. Completing it early avoids any delay at session time. If you haven't completed it before joining, you'll be guided through it in the waiting room.
How You’ll Know if You Have Tasks to Complete
If everything is up-to-date, your account page will show your upcoming sessions with a Join Session button and no alerts.
If you have tasks to complete, you’ll see highlighted notices directly on your homepage, such as:
“Add Credit Card”
“Review Provider Policy"
“Update Credit Card"
"Pay Balance"
"Complete Assessment"
These must be completed before your session begins.
Common Scenarios
1. Pending Appointments
If a Care Navigator schedules your first appointment for you, you must complete intake, accept provider policies, and add a coverage method at least 25 hours ahead of your scheduled session start time.
2. Policy Acceptance
New clients must accept provider policies before their first session. For existing clients, if your provider updates their policies, you must review and accept them before your next session.
3. Sessions Credits Running Out
If your sessions were covered by employer credits or insurance credits, you may not need a credit card during intake. Once your session credits are used, you’ll need to add a payment method to continue.
4. ZocDoc Clients
If you scheduled a session on Tava through ZocDoc, new clients must complete all required steps within 24 hours of scheduling.
What to Do If You See a Task
Click the task link (e.g., “Add Credit Card” or “Review Provider Policy”)
Complete the required steps
Return to your appointment to confirm the alert is gone
Need Help?
If you’re unsure how to complete a task or think it’s showing in error, reach out to client-support@tavahealth.com for assistance.