Frequently Asked Questions
Account access
I cannot log in. What should I do? Check that you are using the same email address registered with your practice. Try the Email Code tab for a passwordless login. If your account is locked, you can request an unlock email from the login page. If you still cannot access your account, contact your practice directly.
I forgot my password. How do I reset it? On the login page, tap Forgot password? and enter your email address. You will receive a link to set a new password.
My invitation link has expired. What do I do? On the login page, tap Request one here under "Need a new portal invitation?" to request a fresh invitation email.
Can I use the portal on my phone? Yes. The portal works on any modern phone, tablet, or computer with a web browser.
What is a passkey? A passkey lets you sign in with Face ID, Touch ID, Windows Hello or your device PIN instead of a password and code. Tap Continue with a passkey on the login page. You can add one from the Security page in the portal or in the iPhone app.
What is multi-factor authentication (MFA)? MFA adds an extra security step when you log in. If your practice requires it, the recommended option is a passkey. You can also use a code from an authenticator app (such as Google Authenticator). You can set this up from the Security page in the portal.
I lost my phone. How do I get back in? Sign in with another passkey, your authenticator code or one of your backup codes. Then add a new passkey and remove the old one from the Security page. If you have none of these, contact your practice.
Appointments
How do I book an appointment? If your practice has online booking enabled, tap Book in the portal to choose a practitioner, date, and time. You can also request recurring appointments. If online booking is not available, contact your practice to arrange an appointment.
How do I cancel or reschedule an appointment? On the appointment card, tap the cancel or reschedule option. You can request a reschedule with suggested alternative times, or cancel and provide a reason. Check your practice's cancellation policy for notice requirements.
How do I join a telehealth session? The Join Session button appears before your appointment time. Tap it on the appointment card and allow camera and microphone access when prompted. You will wait in a virtual waiting room until your practitioner is ready.
Forms and your plan
How do I complete a form? Go to Forms in the portal menu and tap the form you need to complete. Your progress is saved automatically, so you can come back to it later.
Where do I find what my practitioner has assigned? Everything your practitioner asks of you between sessions — forms, questionnaires, trackers, practices, learning modules and programmes — appears in My Plan, ordered by what's due next. You can add your own tasks there too.
What are learning modules? Structured educational programmes you work through at your own pace. Assigned modules appear in My Plan with a Learning label.
Can I do activities without being assigned them? Yes — the Library has guided practices (breathing, grounding, meditation and more) you can use any time.
How do I track my progress? Tap Progress in the portal menu to see your assessment scores over time, session history, and completed activities. Learn more about tracking progress.
Payments
How do I pay an invoice? Go to Payments, find the unpaid invoice, and tap Pay Now. You can pay with card. Apple Pay is available on the iOS app.
Can I pay part of an invoice? Yes. When paying, you can enter a custom amount if you wish to make a partial payment.
Can I set up a payment plan? If your practice supports payment plans, you can set one up from the Payment Plans page. Choose eligible invoices, the number of instalments, and your preferred schedule.
Can I get a receipt? Yes. Receipts are emailed automatically after payment. You can also view and download them from the Receipts page in the portal.
Privacy
Who can see my information? Only your practitioner and authorised practice staff can access your records. Your information is protected by Australian privacy law.
Can I download my data? Yes. You can export all your personal information from the portal at any time. This is your right under the Privacy Act 1988.
Can I delete my data? You can submit an erasure request through the portal. The portal will show you what data can be deleted and what must be retained by law. Your practice will review and process the request.