Denied / Dropped Reading Question

5 posts, 4 voices

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I’d like to know why some readers suddenly close or end the chat before even starting the session. Then I assume ok maybe it’s a connection issue so when I try to reach back I’m denied? Im always polite and kind so dropping the chat without explanation is strange to me. It’s only happened to me 2-3x but every time it feels unsettling because it leaves me wondering what went wrong lol.

Hi Shann04,

I’m sorry you’ve had this experience. I’m not entirely sure what happened from the advisor’s side, but I can say that we’ve been experiencing technical issues for several months that have been affecting advisors in different ways.

One issue we sometimes encounter when answering calls is a white screen that appears after we pick up. It looks like the call has connected, but nothing loads on our end, and we’re unable to assist the customer. When this happens, we have to sign out and log back in. Our technical team has been working to resolve this issue, but it has been ongoing for some time.

I would recommend sending a message to the advisor you’re hoping to connect with. Unfortunately, some calls and chats aren’t coming through properly due to these technical issues. You may have also noticed that many advisors have mentioned these ongoing issues in their profiles so clients are aware.

I also wouldn’t take this personally. If an advisor felt they weren’t the right fit to provide a reading, they would typically let you know professionally or block future calls if necessary. If that hasn’t happened, it’s much more likely that the session ended because of a technical issue or another circumstance on the advisor’s side.

If the session hadn’t actually started yet, there could be several other explanations as well. An advisor may have been away from their computer for a moment, not heard the incoming call, been unable to take the call at that time, or experienced a technical issue. We’re all human behind the screen, and although we always do our best to be available, there are times when we’re simply unable to answer every call.

I hope this helps. Alana

Like Alana said, We are having a ton of tech issues so it is very likely it’s not personal.

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