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Customer help

Explained step by step – from booking to a follow-up session

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16 guides

Account & orientation

How do I navigate my customer account?The dashboard shows your balance, pending preparations, consultation cases and all important areas.+
Where to find it: Click ‘Dashboard’ in the top-right corner

Step by step

  1. Sign in with your email address and password.
  2. Click the light-blue ‘Dashboard’ button in the top-right corner.
  3. Check the highlighted panels first. They show tasks that still need attention.
  4. Click a tile such as ‘Bookings’, ‘My topics’, ‘Balance’ or ‘Help’.
  5. Use ‘Back’ or ‘Dashboard’ to return to the overview.

Important

  • Red dots and yellow notices mean that an answer or preparation is pending.
  • The customer account only displays your own bookings and consultation cases.
How do I change my profile and preferred language?Your preferred language determines the language of personal emails and notifications.+
Where to find it: Dashboard → ‘Profile’ tile

Step by step

  1. Open the dashboard.
  2. Click the ‘Profile’ tile.
  3. Change the personal information you want to update.
  4. Open ‘Preferred language’ and choose Deutsch, English, Türkçe or Русский.
  5. Scroll to the bottom and click ‘Save’.
  6. Wait for the green confirmation before leaving the page.

Important

  • The language selector at the top only changes the current page. The preferred language in your profile is used for personal messages.
  • Check your email address and telephone number carefully.

Meets & gifts

How do I manage or buy Meets?The balance area shows available and reserved Meets and regional Meet packages.+
Where to find it: Dashboard → ‘Balance’ or ‘Manage balance’

Step by step

  1. Open your dashboard.
  2. Click ‘Manage balance’ at the top or the ‘Balance’ tile.
  3. Check your available balance. Reserved Meets already belong to a pending or confirmed booking.
  4. Choose a Meet package for the region and currency shown.
  5. Click the purchase button and follow the payment steps shown.
  6. Return to the balance area and check that the Meets were added.

Important

  • Meets can be used for bookings but cannot be paid out as cash.
  • Final payments become available once the payment provider is fully connected.
How do I gift Meets?You create a personal gift link. If it is not accepted in time, the Meets return.+
Where to find it: Dashboard → ‘Gift Meets’ tile

Step by step

  1. Open the dashboard and click ‘Gift Meets’.
  2. Enter the number of Meets you wish to gift.
  3. Enter the recipient’s email address and your personal message.
  4. Check the details and click ‘Create gift’ at the bottom.
  5. Copy the generated link and send it to the correct person.
  6. The recipient opens the link, signs in or creates an account, and accepts the gift.

Important

  • The link is valid for three days.
  • If it is not accepted, the reserved Meets are released automatically.
  • Do not post the link in public groups.

Booking & appointment

How do I book a coach or a follow-up session?A new consultation starts from a coach offer; a follow-up is assigned to the existing case.+
Where to find it: New consultation: ‘Live Coaches’ → coach → offer; follow-up: Dashboard → ‘My topics’

Step by step

  1. Open ‘Live Coaches’ and choose a coach.
  2. Open the offer and check service, duration, participants and Meet price.
  3. For a per-minute offer, MeetExpert shows how many minutes your current balance covers before you book.
  4. Click ‘Book’ and choose an available appointment or send a proposal.
  5. Check the summary and confirm the request.
  6. For a follow-up, open ‘My topics’, open the correct case and click ‘Book another session for this case’.
  7. If asked, explicitly choose between a new consultation and continuing the existing case.

Important

  • For per-minute consultations, only the minutes covered by your balance are reserved, never more than the offer maximum.
  • Once additional Meets are available in your wallet, you can extend a running chat consultation up to that maximum.
  • A follow-up in the same case keeps relevant notes and shared content together.
  • The public booking number in the ME-… format identifies the same booking in views, links and emails. Use this number when asking questions.
Book a video seminar and assign seatsHow to book a seat for yourself or a bindingly paid allocation for other people.+
Where to find it: Seminars → Select date → Book a seat

Step by step

  1. Open “Seminars” and select a published date.
  2. Sign in to MeetExpert and choose the number of seats to book bindingly.
  3. A seat is paid bindingly with your available Meet balance.
  4. For multiple seats, seat management opens. Enter the name and email of the invited person.
  5. Under “My seminars” you can find your participations and all booked allocations.

Important

  • The buyer pays once for the entire allocation. Invited people do not pay again for their assigned seat.
  • Unused bindingly purchased seats remain paid according to the terms shown at purchase.
  • A seminar date with an execution guarantee is not automatically postponed because of a small participant count.
Accept an invitation to a video seminarHow to confirm an already paid seat reserved for you by a buyer or company.+
Where to find it: Email invitation → Confirm participation

Step by step

  1. Open the link in your email invitation.
  2. Sign in with the email address from the invitation or create a MeetExpert account with it.
  3. Confirm participation on the invitation page.
  4. The date then appears under “My seminars”. You do not need to pay anything.

Important

  • The invitation is tied to exactly one email address and MeetExpert account.
  • The paying buyer cannot see your private questions, messages, or other seminar content merely because they paid.
How do I cancel an appointment and which fee applies?Before the final click, the cancellation button shows the fee currently applicable.+
Where to find it: Dashboard → appointment panel or ‘Bookings’ → open appointment

Step by step

  1. Find the appointment on the dashboard or open ‘Bookings’.
  2. For an unconfirmed request click ‘Cancel request’.
  3. For a confirmed appointment click ‘Cancel for free’ or ‘Cancel · …% fee’.
  4. During the free grace period the button also shows a countdown.
  5. On the confirmation page read the reserved Meets, fee and refund.
  6. Enter a reason if requested and only then click the final cancel button.

Important

  • After coach confirmation, the displayed free grace period applies first.
  • Afterwards the fee is calculated from the time remaining before the appointment.
  • The exact breakdown is shown before final cancellation.
How do I prepare notifications and my access link?Email is the standard reminder channel; WhatsApp can be selected in addition.+
Where to find it: Dashboard → ‘Appointment preparation pending’ → ‘Prepare now’

Step by step

  1. Click ‘Prepare now’ for the correct appointment.
  2. In step 1 check the displayed email address. Reminders and your personal access link are sent there.
  3. Enable WhatsApp only if you also want WhatsApp notifications.
  4. If enabled, enter the complete number including country code, for example +90 ….
  5. For a couple session, complete the partner details next.
  6. In step 3 choose the sending methods.
  7. At the very bottom click the long blue ‘Finish – save and send selected invitations’ button.
  8. Wait for the green confirmation before leaving.

Important

  • ‘Open WhatsApp – send invitation yourself’ is manual and does not send through MeetExpert automatically.
  • Check addresses and numbers before sending.
How do I invite my partner to a couple session?A linked partner account makes joining easier; a guest invitation remains available as a fallback.+
Where to find it: Dashboard → appointment preparation or ‘My topics’ → open case → ‘Invite/link partner’

Step by step

  1. Open the preparation for the couple session.
  2. In step 2 enter your partner’s email and, if wanted, WhatsApp number.
  3. Check every character. A wrong recipient could otherwise receive the personal link.
  4. Optionally write a personal message.
  5. In step 3 tick ‘Send automatically by email’ and optionally WhatsApp.
  6. At the bottom click ‘Finish – save and send selected invitations’.
  7. Your partner opens the link, signs in or creates an account, and links it to the case.
  8. Later check whether the invitation was opened and the partner account linked.

Important

  • A partner account is recommended, but guest participation remains available for exceptions.
  • Only share the personal link with the intended partner.

Session & workspace

How do I join and use a video session?The room opens shortly before the appointment; camera and microphone are only used after permission.+
Where to find it: Dashboard or ‘Bookings’ → current appointment → ‘Open session’

Step by step

  1. Open the appointment and click ‘Open session’.
  2. On the start card choose your language if needed.
  3. Click the large green ‘I am ready’ button.
  4. Allow camera and microphone access in the browser.
  5. Stay on the page until the coach calls, then click ‘Accept’.
  6. Use the icons to switch microphone or camera on and off.
  7. On mobile, ‘Switch camera’ changes between front and rear camera.
  8. ‘Hang up’ ends only the current call; ‘Leave session’ leaves the room.

Important

  • If you briefly switch to WhatsApp, use recent apps to return to the browser.
  • Do not leave the session just to mute your camera or microphone.
  • The current limit for a LiveKit audio or video connection is 5 h. MeetExpert then disconnects it automatically for safety.
How do I use chat, focus and notes?Your own notes remain private; content shared by the coach appears in your consultation case.+
Where to find it: During a session, use the right workspace → ‘Chat’, ‘Focus’ or ‘Notes’

Step by step

  1. Open the required tab on the right.
  2. In ‘Chat’ type a message and press the send button.
  3. ‘Focus’ shows short statements or tasks that should remain visible during the session.
  4. In ‘Notes’ click ‘+ New note or task’.
  5. Enter the text and click ‘Save’.
  6. Use the tick to mark a task complete and the bin to delete it.
  7. After the session find coach-shared content under Dashboard → ‘My topics’ → open case.

Important

  • Private customer notes are not automatically visible to the coach.
  • Shared coach content belongs to this case only.
Where do I find my live session?A direct entry appears automatically on the dashboard and in the relevant consultation case. Email and WhatsApp are additional reminders only.+
Where to find it: Dashboard → ‘Your session is live now’ or ‘My topics’ → open case

Step by step

  1. Open your dashboard once the session has started.
  2. The highlighted ‘Your session is live now’ card contains ‘Open session’.
  3. Alternatively open the related consultation case; the same button appears for the current session.
  4. Select ‘Open session’ and follow the instructions in the session room.

Important

  • The button appears 15 minutes before the start and remains visible during the scheduled session window.
  • Email and WhatsApp also contain reminders but are not the only way to enter.
Notifications in audio and video sessionsHow to notice new chat messages, focus cards and shared notes without interrupting the conversation.+
Where to find it: During an audio or video session: Session tools

Step by step

  1. Watch for the red-and-blue flashing “Session tools” handle at the edge of the screen. It signals new content but does not open the panel itself.
  2. Tap the handle. The workspace opens directly on the relevant tab: Chat, Focus or Notes.
  3. If you also want to see text as a notification, open “Session tools” and enable “Show new content”.
  4. You can dismiss the transparent notification with “Close”. The setting is saved on this device.

Important

  • The switch is off by default. Until it is enabled, only the handle flashes.
  • Private notes from other people are never shown. You only see content that is shared with you.

Consultation cases & privacy

How do I prepare a follow-up and create an AI summary?Select previous sessions. The cost is shown before creation; the finished summary remains stored.+
Where to find it: Dashboard → pending follow-up → ‘Start preparation’; or ‘Bookings’ → follow-up

Step by step

  1. Open the follow-up preparation; this is possible days before the appointment.
  2. Select ‘Show my previous notes’ if you only want to read saved content.
  3. Select ‘Create AI summary’ additionally or instead.
  4. Tick the previous sessions whose content should be included.
  5. The system uses existing stored summaries and adds permitted notes for sessions without one.
  6. Check the clearly displayed Meet price. Without enough Meets the feature remains disabled.
  7. Click ‘Create summary’ and wait until the full result appears.
  8. The result is stored and can be read again without paying for the same summary again.

Important

  • Only content permitted for your role is sent to the AI.
  • For customers this includes their notes, closing notes and coach notes/focus items shared with them.
  • An AI summary is not a professional diagnosis.
How do I close a consultation case or reopen it later?Closing ends the active case and starts the configured privacy and deletion periods.+
Where to find it: Dashboard → ‘My topics’ → open case

Step by step

  1. Open ‘My topics’ and select the correct case.
  2. Check whether a future appointment still belongs to it.
  3. If one exists, cancel it first under ‘Bookings’ or from the appointment panel.
  4. Click ‘Close case’.
  5. Read the privacy and retention notice and deliberately confirm.
  6. The closed case remains listed but cannot receive a normal follow-up.
  7. When available, later click ‘Reopen case’.
  8. Before reopening, the system shows which data has already been deleted and what remains.

Important

  • Customer and coach may initiate closure; participants are informed of the status.
  • Sensitive content deleted after the retention period cannot be restored.
  • Billing and evidence data may be retained longer where legally required.
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