1. Client Identifier Issues

Problem: Your Client ID isn't working, and they can't log in

Most Common Fix:  Cancel the survey(s) and create a new Client ID

  • When creating a Client ID ensure there are no spaces at the beginning or end of your Client ID.  
  • Test your Client ID before sending it to clients (Make sure you have logged out of your Therapist account first.)
  • How to test: Log out → Click "Client Access" → Try logging in as the client

2. Client Won't Complete Survey

When you can recover tokens: Client hasn't gone past the demographics section

How to check:

  • Go to your Therapist Home screen
  • Look at the buttons on the far right of each row
  • See a "Cancel" button? ✓ You can get tokens back
  • No "Cancel" button? ✗ Tokens are committed (no refunds available)

? Pro tip: Think of tokens like movie tickets - once the show starts (client goes past demographics), no refunds! Plan your surveys carefully.