Deactivating and deleting a client profile

This guide explains how to manage client profiles when you’re no longer actively seeing a client. Below, we'll cover:

• Making a client inactive
• Reactivating an inactive client
• Removing a duplicate client
• Deleting a client

Making a client inactive

The Inactive client status can be used for clients you’re no longer actively seeing or who have been discharged. Marking a client inactive keeps their information in your account and allows the profile to be reactivated later.

Inactive clients don’t appear in the Clients and contacts list unless you filter by Client status > Inactive.

To make a client inactive:

1. Navigate to the client’s profile
2. Click Edit below the client's name
3. Select Inactive from the Client Status dropdown

4. Click Save Client

Clients can also be marked inactive from the Clients and contacts list using the Status dropdown next to the client’s name.

When a client is marked inactive:

• Billing documents: Superbills and statements aren’t created automatically while a client is inactive, even if appointments occurred during that time. Automatic generation resumes when the client is marked Active.
• Client Portal access: Inactive clients may still be able to access the Client Portal and Secure Messaging unless access is disabled. Access can be managed from the Client Portal tab of the client's profile.

Reactivating an inactive client

You can reactivate an inactive client profile at any time. To do this:

1. Navigate to Clients from the left navigation menu
2. Use the Client status filter to select Inactive, then click Apply

3. Find the client in question
4. Select Active from the Status dropdown

Removing a duplicate client

Duplicate client profiles can’t be merged together. If you have multiple client profiles for the same individual, we recommend keeping one profile active and marking the duplicate profile inactive.

This allows you to:

• Use a single client file for future documentation
• Retain historical information in the inactive profile

Note: While duplicate client profiles can’t be merged, you can merge duplicate contact profiles or merge a contact profile with a client profile. To learn more, see Merging duplicate contacts.

Deleting a client

Deleting a client permanently removes their profile and all associated records from your account. This action can’t be undone. If you may need the client’s information in the future, consider making them inactive instead of deleting their profile.

Note: Only Account Owners, practice managers, or clinicians with entire practice access can delete clients.

To delete a client:

1. Navigate to the client's profile
2. Click Edit
3. Scroll to the bottom and click Delete this Client

4. Click Continue to Delete
5. Enter the client’s first and last name exactly as shown (this is case-sensitive)
6. Check the box confirming you understand the deletion is permanent
7. Click Delete

Once you click Delete, the client's profile is removed immediately and can't be recovered.