Trouble with Email
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.
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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.
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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!
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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
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