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How to individually update and troubleshoot the Client Portal for a client

How to individually update and troubleshoot the Client Portal for a client

SimplePractice gives you the flexibility to customize Client Portal access individually for each client. Below, we'll cover:


Troubleshooting client invitations to the Client Portal

If your client hasn't received their Client Portal invitation because an incorrect email was entered, these steps will help you update and resend the invitation email to the correct address.

Note: See Getting started guides for your clients for Client Portal guides you can share with your clients.

To view the email address that's associated with your client's Client Portal access:

  • Navigate to their client Overview page > Edit > Client Portal
  • Check the Email dropdown under Client Portal Access 

invitationsent.simplepractice.clientportal.png

Tip: If the client hasn't signed into their Client Portal yet, you'll see a yellow banner indicating this status. 

To change the email address associated with a client's Client Portal access:

  • Navigate to their client Overview page > Edit > Client Info
  • Update the email address listed in the Email section
  • Save Client

email.simplepractice.clientoverviewpage.png

Note: The Email ok box must be checked to indicate that the client has given their consent to receive emails. 

You'll then see a modal asking if you'd like to Update Client Portal access? Click Yes, Disable and Resend to send a Client Portal invitation to the new email address.

updateemail.simplepractice.clientportal.png

You can also update the email address from the client's Client Portal tab. Choose the new email address from the Email dropdown under Client Portal Access. You can edit the activation email as needed and click Send Email to re-invite the client. 

sendemail.simplepractice.clientportaltab.png

 

If you want to resend the email invitation to a client who has not signed in yet:

  • Navigate to their client Overview page > Edit > Client Portal
  • Select the checkbox for Resend email invitation
  • Click Send Email

resendemailinvitation.simplepractice.clientportaltab.png

Note: The option to Resend email invitation won't appear if a client has previously logged into their Client Portal. You can Disable Access to their Client Portal, then click Send Email to resend an email invitation, or send them your practice Client Portal URL in a Secure Message. To learn more, see: Resending a Client Portal invitation.


Helping clients with Client Portal login issues

Note: See Setting up the Client Portal to learn how you can get started with inviting new and existing clients to the Client Portal. 

If a client is having trouble logging into their Client Portal, they can: 

  • Make sure that the email address they're entering matches what you have on file for them
  • Check their spam and junk folders for an email from yourprovider@simplepractice.com
    • They should add yourprovider@simplepractice.com as a contact in their email address book to make sure that emails from you are delivered to their inbox
  • Contact you to make sure they've been given Client Portal access

If these tips don't help, they can also contact you to request a Pin Code for signing into the Client Portal. For more information on generating a Pin Code and troubleshooting Client Portal login issues, see: Assisting clients with signing into the Client Portal


Using the Client Portal to make credit card payments

To further simplify your workflow, clients can make payments through the Client Portal. Clients can pay their full balanced amount or their individual invoiced amounts, but not partial or custom amounts. To turn on this feature, follow these steps:

  • Navigate to your client’s Overview page > Edit > Client Portal tab
  • Select both the Access billing documents and the Pay a balance with credit card using Stripe options

onlinepayments.simplepractice.clientportal.png

  • After you've shared an invoice with your client, they’ll be able to see and pay the invoice in the Billing & Payments tab of their Client Portal

paynow.simplepractice.clientportal.jpg

  • When they click Pay Balance, they'll be prompted to enter their credit card information
    • The client can choose to save this card to their profile for future use by checking the box for Save Card
  • Once their payment has been processed, the status of their Invoice will change to Paid

Note: You must have your Online Payments account enabled for clients to be able to make payments through the Client Portal. For detailed information, see: Getting started with Online Payments.

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