Clients and contacts can sign in to the Client Portal using Instant Sign In and Google Sign In. Instant Sign In lets clients request a one-time sign-in link sent to their email, while Google Sign In allows clients to use their Google account credentials (Gmail addresses only). Both methods improve the security of the Client Portal and remove the need for clients to remember a password.
In this guide, we’ll cover:
- Before you start
- Using Instant Sign In
- Using Google Sign In
- Troubleshooting Client Portal sign-in
- Providing a pin code
Note: Within the Client Portal, clients can fill out intake paperwork, send Secure Messages, request appointments, and make payments. For a Client Portal overview that you can share with clients, see our client-facing guide on Getting started with the Client Portal.
Before you start
Before helping clients and contact with Client Portal sign-in issues, confirm the following:
The client or contact has Client Portal access enabled and is using the correct email
The person attempting to sign in must be an existing client or contact with Client Portal access enabled, and must be using the email associated with that access. To verify their access and email:
- Individual clients: Navigate to their client profile > Edit > Client Portal tab
-
Couple clients: Navigate to their couple profile > Edit > Contacts tab
- To learn more about managing Client Portal access for couples, see Editing couple profiles
-
Contacts: Navigate to the client’s profile > Edit > Client Portal tab
- To learn more about Client Portal access for contacts, see Managing contact profiles
They're signing in to your practice’s Client Portal
Confirm the client or contact is accessing the correct Client Portal for your practice.
- To ensure they’re accessing the correct Client Portal, you can copy your Client Portal domain from Settings > Scheduling > Client Portal permissions and share it with them via Secure Message
- If they're using uses the Client Portal mobile app, make sure they're selecting the correct profile associated with your practice
- For information you can share with clients, see Switching profiles and practices
Additional context you can share with clients
Within the Client Portal, clients can complete intake paperwork, send Secure Messages, request appointments, and make payments. If needed, you can share the client-facing guide Getting started with the Client Portal to help set expectations.
To reduce sign-in issues, you can proactively share your Client Portal domain and recommend that clients bookmark it. You can copy this from Settings > Scheduling > Client Portal permissions and send it via Secure Message. For more details, see Resending a Client Portal invitation.
Important: If a client is using a public or shared device, remind them to fully log out of all accounts, including email, at the end of their session to help protect their information.
Using Instant Sign In
Instant Sign In allows clients to request a new sign-in link each time they access the Client Portal.
To request a sign-in link, clients can:
- Navigate to your practice's Client Portal
- Choose I’m an existing client
- If you have the Professional Website enabled, existing clients should select Client Portal instead of I’m an existing client
- Enter the email address associated with their Client Portal access
- Select Send link
The client can then:
- Check their inbox for an email with the subject line Sign in to your Client Portal
- Click Sign in
Note: Clients also use Instant Sign In to access the SimplePractice Client Portal app. For more information, see The SimplePractice Client Portal mobile app.
Using Google Sign In
Clients with a Gmail address associated with their Client Portal can use Google Sign In.
To use Google Sign In, clients can:
- Navigate to your practice’s Client Portal
- Choose I’m an existing client
- Select Continue with Google
- Enter the email address and password associated with their Google account
Note: Google Sign In is only available for Gmail addresses. Clients with email modifiers can't use this option.
When a client uses Google Sign In, Google shares their email address and public profile information with SimplePractice to authenticate their identity. SimplePractice does not share any information with Google. If the client is already signed into their Google account on that device, future sign-ins may happen automatically.
Clients can remove access for Client Portal Login from their Google Account at any time. For more information, see Sign in to third-party apps & services with Google.
Troubleshooting Client Portal sign-in
If a client can’t sign in or isn’t receiving emails, have them click Try these tips on the Client Portal sign-in screen.
Resolve common sign-in issues
The client should:
-
Confirm the email address they entered is spelled correctly
If needed, they can select Request a new link to re-enter their email
Wait and try again later if they’ve entered the wrong email too many times
Check email delivery
If they don’t see the email, they should:
Check their spam or junk folders for an email from yourprovider@simplepractice.com
Add yourprovider@simplepractice.com to their email contacts to ensure delivery
Check for an expired link
If the sign-in link doesn’t work, it may have expired.
Instant sign-in links expire after 24 hours and can only be used once. If a link has expired, the client will be prompted to request a new link or sign in with Google.
Request a pin code
If the client still can’t sign in after trying these steps, they can request a one-time pin code from you to access the Client Portal. If they click Sign in via Pin Code, they’ll be directed to call your practice.
Note: This phone number populates from Settings > Practice > Practice details.
Providing a pin code
If a client continues to have trouble signing in, you can generate a one-time pin code for them.
To provide a pin code:
- Navigate to the client’s Overview page
- Click Edit > Client Portal
- Select Generate Pin Code
- Share the 6-digit pin code with the client
Note: Pin codes expire after 24 hours and can only be used once. While sharing the pin code, confirm that the client is using the email address listed under Client Portal access to sign in.
On their end, after reviewing the troubleshooting tips and selecting Sign in via Pin Code, the client can:
- Enter the Email address associated with their Client Portal
- Enter the 6-digit Pin Code you provide
- Click Sign in