When you see "Your download link has expired", your session files are not lost. SMS and email links expire after 7 days for security. Log in to My Sessions to download on your phone, or use a desktop or laptop to request a new download link.

Prerequisites

Use the same email address from your booking or purchase. See how to sign in to the member portal if you have not signed in before.

On your phone (download directly)

Open the expired-link page and choose Log in to My Sessions, or go to members.norwestwellbeing.com.au and sign in.
After sign-in you land in My sessions.
Open the session you need, then tap Download, or tap View all downloads and tap each file to save it.

You do not need a new SMS link on your phone. Downloading from My Sessions is the intended path on mobile.

On a desktop or laptop (request a new link)

Sign in at members.norwestwellbeing.com.au and open My sessions.
Find the session and click Request new link.
Check your phone and email for the fresh link, then open it to download.

Request new link only appears on wider screens. On a phone, use Download or View all downloads instead.

One link for every file (desktop)

To receive a single SMS and email that opens a page with all your completed files, sign in on a desktop or laptop, open Clinical Services, and use Send all files link. Details are in My Sessions and downloads.

Why links expire

SMS and email download links work without signing in, so they stay short-lived (7 days). Your recordings remain in the member portal. Background on expiry is in download links and expiry.

Troubleshooting

If you cannot sign in, see trouble signing in to the member portal. If you are signed in but the audio will not play, see audio not playing troubleshooting. Still stuck? Email hello@norwestwellbeing.com.au or phone (02) 8069 9777.