Common Questions
Quick answers to the questions we hear most. Each one links to the full guide.
Scheduling & booking
Why do clients see no available times online? Online booking is off by default — check Settings → Online Booking for Accept Online Booking Requests, then that each working day is switched to Available with hours set. The full checklist, in the order to try it: Availability troubleshooting.
Can someone book onto my calendar without my approval? No. New-client requests wait in a review queue until you accept them — see Reviewing new client requests.
Do clients get appointment reminders automatically? Yes — reminder emails are on by default, sent 24, 48, or 72 hours before the appointment (48 is the default). Text reminders are a separate setup. See Client Notifications & Reminders.
Clients & intake
Why didn't my new client get a welcome email? Creating a client sends nothing — that's by design, so you can prepare a chart quietly. Emails go out when you send intake paperwork or a portal invitation. See Adding a Client.
My client says they never got the intake email. Spam folder first, then re-send from their Files tab. Steps: Intake Forms FAQ.
Can I require a card on file before a client books or starts care? Not through intake — the card request is a separate, skippable step by design. You can ask, but the forms complete without it. See Collecting demographics and card details.
What happens when a minor client turns 18? Nothing automatic — guardian access, billing, and portal setup stay as they are until you change them. See Minor Clients.
Notes & documentation
Do notes save automatically? No — there is no autosave; you save explicitly, and closing the browser with unsaved edits warns you first. See Notes & Signing.
Can I edit a note after signing it? Yes — Unlock Note on any signed note. The unlock is recorded in the audit trail and the note displays its provenance, so corrections stay accountable. See Correcting a signed note.
Do I need the client's consent to record a session? Yes. When you start a live recording the app checks for recording consent on the client, and without one on file it asks you to confirm you've obtained verbal or written consent. Dictation (your voice only, after the session) doesn't involve client audio. See Recording a Session.
Billing & payments
When does AutoPay charge my clients? Nightly, around 1 AM in your practice's time zone. It charges the balance of issued invoices — available credit is applied first, and the card covers the remainder. See AutoPay.
Why didn't AutoPay charge an invoice last night? Work through the chain: AutoPay must be on for the practice, the client must be enrolled with a card on file, and the invoice must be issued (drafts don't charge). The Evening Summary email previews exactly what will and won't move tonight, including a "No Card on File" warning. See AutoPay.
How do clients pay me? Card on file (charged by you or by AutoPay), online through the client portal, or cash/check/ external payments you record manually. See Collecting Payments.
What's the difference between an invoice and a superbill? An invoice bills the client for your services; a superbill is a receipt of paid care the client submits to their insurance for reimbursement. See Superbills.
Insurance
Why isn't a session showing up to bill insurance? The Unbilled Appointments tab lists completed appointments for insurance-billed clients that don't have a claim yet — self-pay clients never appear there, and the appointment must have happened. See Filing Claims.
I filed claims outside the system and received payment — how do I record it? Go to Insurance and click Add insurance payment. Select the payer first, then allocate the payment — sessions that never had a claim in the system can be paid directly, and a "Filed externally" claim is created automatically for the record. See Recording a Payment Manually.
My claim was rejected — now what? Rejections come back with payer codes you can act on; most are fixable data problems (IDs, enrollment, subscriber details) rather than clinical denials. See Fixing Claims and Claim Statuses.
Telehealth
Do clients need to install anything for video sessions? No — sessions run in a modern browser (Chrome, Firefox, Safari, or Edge) with a working camera, microphone, and stable connection. See Video Sessions.
Can a client join the video session before I do? They land in the waiting room — you'll see "…is in the waiting room" and an Admit to Session button; nobody joins the room without you. See The Waiting Room.
Team & account
My new team member never received their invitation. Their row on the Team page shows an "Invite pending" badge, and the row menu offers Resend invitation — the go-to fix. See Invite a Team Member.
I forgot my password. Use the reset link on the sign-in page — the flow is the same as first-time activation. See Set Your Password and, for two-factor and session security, Security.