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Client portal not received by client

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25 comments

  • Gillian

    Hi Casey, have you checked Insights > Emails Sent to ensure that the email is going to the client and not bouncing?

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  • Kristen Majchrzak

    Hi.  I am having the same problem.  Three different clients within the last 2 days have not received the email.  Can you please explain the above response from Gillian?  Thanks!

     

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  • Kristen Majchrzak

    Hi Again....I just checked Insights - Emails Sent and all invitations to client portal were noted as "Delivered".  Any other potential problem?  Spam settings on the client end??

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  • Gillian

    Hi Kristen, yes, it's likely that the client's spam filter blocked out these emails. They can add yourprovider@simplepractice.com to their contacts to prevent this.

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  • Stacey Hallmark-Morales, LMHC

    Gillian - not to sound like an idiot, but are saying I should send my client the link above, but insert my name in the "your provider" section? I am having the same issue and my client has scoured his email spam and trash files, but has not received after sending 3x.

     

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  • Stacey Hallmark-Morales, LMHC

    Hi account is an OUTLOOK account btw- not sure if that matters at all. 

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  • Gillian

    Hi Stacey, the automated emails from SimplePractice to clients come from yourprovider@simplepractice.com. They can add this email, without any modifications, to their contacts. If you continue to have issues, double-check the client's email address, and if that doesn't reveal any issues reach out to our team through the red Help bubble for assistance. 

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  • Gail Schumann

    Hi,

    In my emails sent activity it says "queued" rather than delivered. The previous ones have not gone through. Is there another way to get her the link and access code?

    Gail

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  • Gillian

    Hi Gail, you can send the client your Portal link (found under My Account > Settings > Client Portal) and their temporary password directly. If the email remains queued and does not send, please reach out through the red Help bubble for assistance troubleshooting.

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  • Laurie Barrett

    Gillian,

     

    What happens if a client replies to an email sent from "yourprovider@simplepractice.com"? Apparently a client has been emailing me and I have never received a single email.

     

     

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  • Gillian

    Hi Laurie, these emails don't go anywhere - yourprovider@simplepractice.com is an unmonitored inbox, and the SimplePractice team cannot access replies from clients to preserve our commitment to HIPAA compliance. We recommend adding "DO NOT REPLY - AUTOMATED EMAIL" to your system emails under My Account > Settings > Client Portal > Emails to prevent clients from getting confused and replying to their system emails. 

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  • Maureen Kaye

    I'm having the same issue and when I checked my 'insights', it shows they were delivered. My question is: if the issue is they have a spam filter blocking my emails AND they add the above email address to their contacts, will the sent emails automatically go through or will I have to resend them again? TIA

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  • Gillian

    Hi Maureen, that likely depends on the client's email provider, but typically after adding the yourprovider@simplepractice.com email address to Contacts all emails from that address will be removed from Spam and go to the main inbox. 

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  • Pamela W. McDonald

    How do I look up insights to see what emails are sent?  Most of my clients do not receive the email link to portal which is the main reason I wanted to use Simple Practice.  Are you saying that I need to sent the link (yourprovider@simplepractice.com) to them through a text since they are not receiving emails?  This sounds confusing.

     

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  • Gillian

    Hi Pamela, under Insights, you can see a record of the emails sent. You can check to ensure your Welcome email, Accept Appointment Request email, and Client Portal invitation emails all contain the macro for the Client Portal link (a {bracketed} snippet of code that pipes in the link) under My Account > Settings > Client Portal > Emails. If your clients continue to have difficulty logging in to the Portal, please don't hesitate to reach out to our Success team through Chat, email, or a live video or phone call. We're here to help.

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  • Bonnie Cardell

    Hi Gillian I'm having a different problem, my portal gives me the message it cannot 'send' it isn't that my client cannot receive. Can someone look into this for me?

     

    I don't want to delete and re-add this client because I have already completed a lengthy treatment plan, but I have been trying everything under the sun for three weeks and it isn't sending.

     

    The only thing I can think of was I created the account with a different email but then changed it. I did this for the client's sibling however and it had no problems.

    Bonnie

     

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  • Gillian

    Hi Bonnie, I'd be happy to help. Under "Edit Details," do you have "Email ok" checked for this client? That setting indicates that you have permission to send emails to the client. Please check that box and try again, and let me know if you would like further assistance. 

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  • Joe Zarate-Sanderlin

    Is there any way to change "yourprovider@simplepractice.com" to my email?

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  • Gillian

    Hi Joe, because these emails are sent from the SimplePractice system, it's not possible to change the "From:" email currently.

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  • Janna Donovan

    Please help me understand why clients are not receiving private messages from me? I've turned on private messaging. Not sure how to identify him for you, since there are no client ID#'s that I can find. Also, in the instructions in thread above, did "Insights" change to "Activity" in the Simple Practice tool?

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  • Gillian

    Hi Janna, I'd be happy to help. The Insights section has been renamed the Reports section. Because this issue is specific to your account and the client, I'm going to have a member of the Success team reach out to you privately to look into the issues your clients are having with receiving Secure Messages. 

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  • Rebecca Fosberry

    HI there!

    I'm trying to access the message I sent to a new client. Is there a folder that stores outgoing emails we can access?

    Rebecca Fosberry

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  • Keren Shemesh

    I have a somewhat different problem. Clients receive my emails from simple practice, they create a portal, but they cannot find any content it. Content would include consent forms, intakes, and additional material I send them usually (but not always) for initial session. They claim to be able to access the portal, but not find the documents in it. When I try to share the documents again they are marked as already sent and I can see them in the shared folder on the client profile. This has happened with two clients so far. Is there a way to see the client's portal view for me to see what's going on? or what else can be done fix this?

     

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  • Susan Rondeau

    My onboarding 30 minutes was largely spent getting me connected and now I cannot connect with new clients in session. It seemed to work when I practiced with relatives but did not work with a "real" session. What to do???

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  • Gillian

    Hi Rebecca, currently, SimplePractice does not have a way for you to view the text of automated emails sent to clients through SimplePractice. 

    Keren, clients will be able to find their documents under the Documents tab of the Portal. You can use a dummy client to view the Portal as if you were a client so you're more familiar with navigating that interface. 

    Susan, a member of our team will reach out to you to assist now. 

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