Skip to main content

Trouble with Email

Follow
Rebecca Green

Hi Group,

 

All of my clients are minors and their parents are signed up under the contact so that I can email them after our session in order to recap the session and give home practice suggestions. I cannot get email to work.

The problem that I'm having is that when I click on the little message icon, I get a notice that says, "To Start Secure Messaging with CLIENT, grant Client portal access in their client portal settings." So I follow directions to go to setting and I get a message that my device is offline (which it isn't) but then it does take me to the client portal . So I go to the client portal and see that she's okay to email the client but it still won't let me send an email when I click on the little message icon.

I've cleared out my cache. I'm using google chrome. Not sure what else to do. 

0

Comments

8 comments

Date Votes
  • Ruth
    • Edited

    Hi Rebecca -  I see you're working with my colleague Ayelette over email. She'll be reaching out to you directly to make sure that your client and the Contact are set up to receive secure messages through the SimplePractice Client Portal. 

    0
    Comment actions Permalink
  • Courtney Little

     

    I changed the email address two times to share via client portal and client has received none of the emails. She checked her trash and junk email?

    0
    Comment actions Permalink
  • Ruth

    Hi Courtney - What maybe happening is that you're changing the email address for the client under Client Info, but you're not navigating to the Client Portal tab and selecting the new email address using the dropdown menu. If you are actually resending the Client Portal Invitation Email to the correct, new email address, from the client's file > Edit > Client Portal tab, then you'll want to check if the emails are getting delivered. Go to Reports > Emails Sent Report to see if the emails are getting delivered to your client. If they're not please reach out to our Customer Success Group for further investigation. You can do this by submitting a Help Request in your SimplePractice account. Click on the "?" icon to the bottom right > Get Help > Ask Question > Email. You can also click here to submit a Help Request: SimplePractice Help Request Form.

    0
    Comment actions Permalink
  • Theresa Sandoval, LMFT

    My minor client's mom is the contact so I'm using her email address to invite her to the client's portal. The email won't deliver stating activate and rejected.

    0
    Comment actions Permalink
  • Theresa Sandoval, LMFT

    My client's mother finally received her emails but says they won't open. My email report says activation required but my contact already has access to the portal. I have resent several times. Why can't she open them? This has not happened with my other clients and/or contacts.

    0
    Comment actions Permalink
  • Ruth

    Hi Theresa, I see you submitted an email help request and our team is working on identifying how you can enable Client Portal access for this client's Contact. I've shared these additional details with Kimmie and Irving who are working on solving this. They'll be getting back to you shortly! 

    0
    Comment actions Permalink
  • Emily Sachs

    Hello,

    I am trying to use Secure Messaging, and have enabled it in my Settings, but there is no Messages icon at the top of my main page, and I cannot find instructions on another way to initiate a secure message...

    Thanks for any help!

    Emily

    0
    Comment actions Permalink
  • Ruth

    Hi Emily, you'll want to reach out to our Customer Success Team in order for them to look into your account and give you the specific help you need. Use the ? icon in your account > Get Help function to submit an email help request! Here's more on how to email us for further investigation: https://support.simplepractice.com/hc/en-us/articles/360002795252 

    0
    Comment actions Permalink

Post is closed for comments.

Didn't find what you were looking for?

New post