Client Portal Credentials: Sending & Managing

Need to know where to go to send a client portal invitation?

Perhaps you need to determine whether a client has set up their portal once the invite has been sent?

Read on to learn how to send or resend a portal invite, confirm if a client has fully registered, or how to assist with resetting a password.


In this Article:

Client Portal Invitation

For a client to have access to the client portal, the provider needs to set them up individually. You can also automatically send client portal invites when creating a new client with the checkmark at the bottom left shown here:

For more information about creating a new client, click here for our article.

We also have documentation that guides clients through their client portal. Feel free to pass along this downloadable save Client Portal Guide (PDF) or view our complete client portal overview article that you can refer clients to as well.

Send an Invite Manually:

To send an invite email for clients to create their credentials and complete the registration process:

update Invites are timestamped & valid for 48 hours for security. If expired, it will need to be resent by staff.
  • Go to group Clients (left menu)
  • Click the client name
  • Look for the far-right menu
    • On mobile? This menu opened by clicking the top right button
  • Click shown below:


After clicking:

  • The system will then send them an email
    • If they have more than one email, it will go to the default email address entered
    • The default is the one marked with a blue star in their profile
  • It will come from mail no-reply@therapyappointment.com
    • Didn't get it? Try searching in the spam or trash folder, or search for the above email address
  • Clients open the email & click to begin the registration process

Example client portal registration email:


info The portal does not have to be activated in order for you or your staff to perform functions related to the client.

The client portal's intended use is to be able to sign into the system and do various tasks on their own to make your job easier (only if enabled). Tasks like self scheduling appointments, joining telehealth, viewing/printing payment receipts or generated statements, completing online forms, updating demographics, sending messages, updating insurance information, etc. You can enable some, but not others as well.

Our registration article here shows both how to configure the registration process, and a step by step process from the clients end complete with screenshots.For more information about the client portal from their view, please review our other article here: Client Portal: Overview. Our other article here discusses how to configure what client portal options you want available: Your Profile under the Client Portal top tab.


To verify the client has set up their portal, read on in the next section

Portal Verification

Verifying the client has set up their portal credentials takes just a couple of clicks.

Here you can also retrieve a clients username as well (needed with for example signing in & password resets).

  • Go to group Clients (left menu)
  • Click the client name
  • Look for the far-right menu
    • On mobile? This menu is at the top right of the client profile
    • Click the 3 dots button to expand it
  • If the client has fully completed at least step 1 of the registration process, we show the client username:


All Examples:

block
No Account Set Up

This is an example of a client that has not set up their account at all.

Note:

  • The grey toggle
  • No username is listed below
  • Here you can click the (re)send the portal invite button
check_circle
Account Set up & Active

This is an example of a client that has set up their account.

Note:

  • The blue toggle
  • The username is listed below
  • This means the client can sign into the client portal
do_not_disturb_on
Account Set up & Disabled

This is an example of a client that has a disabled account.

Note:

  • The grey toggle (also can't sign in)
  • The username is listed
  • Click the grey toggle if you wish to re-enable


Pro tip: Client not able to sign in or remember their username? Here's where you can find & relay that to the client. With their username + their email address on file, they can Reset their password on their own (any system user) or staff can send a password reset as well.

If an account is disabled (grey):


And there IS a username:

  • They won't be able to sign into the portal even with correct credentials
  • Or complete a password reset

If this is the case and they need access again, simply click the greyed out toggle to re-enable it to blue:

Example showing disabling, then enabling the client portal:


And there is NOT a username:

  • The client portal account hasn't been set up yet
  • Within the client profile, on the right menu click
    • On mobile? This menu is at the top right of the client profile
    • Click the 3 dots button to expand it
  • The client can then set up their account including username & password among other demographics

warning We highly recommend informing your client to be on the lookout for the invitation from TherapyAppointment, otherwise it might be dismissed it as spam.

  • It is only valid for 48 hours for security reasons
  • If expired (invalid link), it will need to be resent by staff
  • It will come from Mail no-reply@therapyappointment.com
cancel TherapyAppointment staff cannot assist clients with resending invites, password resets, or anything related to the portal for privacy and policy reasons.

Reset Password

  • Once a client has created a portal account, the top right button just replaces the send portal invite button once a portal account is set up by the client
  • This sends the client an automated email with a link to reset their password
  • Just be sure to relay the client their username if they're unsure, since we do not display that to them unless they are signed in


info The password reset:

cancel TherapyAppointment staff cannot assist clients with resending invites, password resets, or anything related to the portal for privacy and policy reasons outside directing them where to sign in ( language here, or at your client portal website link).

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