What is going on with my Jane account!?

Whenever I first speak with a potential client, I always share that I use the Jane website for scheduling, charting notes, video calls, etc. And, I always share that while it's a great program, it isn't a perfect program. There are often times where you might find yourself asking, "What is going on with my Jane account?!, but usually there are some suitable workarounds. I thought maybe a post on a few troubleshooting tips could be helpful!

Scenario #1 - Why can't I see my appointment?

Ahh, this is probably the most common question I am asked. What has likely happened is that you had an initial DVS Counselling Jane account, and then when logging in, you inadvertently created a second profile for yourself. This new profile isn't connected to your original one and won't show your appointments, unfortunately.

So if this has happened, I suggest one of two things: Go to the login page and click "forgot password." You will then be sent a link to log back in to your (now) two accounts. With this, find the original account and 'voilà!' there you will find your appointment. The second option is to let me know and I can merge the two accounts (it doesn't take me long!). But, as I only check my email Monday to Thursday, and if you're looking to reschedule outside of the 24 hour cancellation policy window, best to go with the first option for gaining access back into your original account.

Scenario #2 - My child's account has the same email address as mine and it's tricky to remember which account is which.

This is another scenario where Jane is great, but not perfect. With kids, one parent's email will be used to create their profile. If you're the parent who has their email for their child's account and your own, I suggest creating two separate usernames to distinguish the two.

Scenario #3 - I can't see my child's appointments because the other parent has their email address for our child's account.

With this, there are a few little workarounds. For one, both parents can create a mutual email address for the child's account. Then, both parents can create their own usernames. Another idea is for the parent that doesn't log in to their child's account to subscribe to their child's calendar, so long as full permissions are enabled:

https://jane.app/guide/subscribing-to-your-calendar-for-patients

Scenario #4- Where are my receipts?

After logging into your profile, you can find your receipts under the "My Account" section.

Scenario #5 - Where are my kid's receipts?

They are found in the same place, but in the child's profile. So if it's 'been a minute' since you logged into their profile, you might want to go the "forgot password" route to log back in and find them. If you don't have login info for your child's account (ex. It is under the other parent's email address), but

full permissions are enabled, you can send me an email and I can send them.

Also, with full permissions enabled, each parent will receive an email with a pdf receipt after payment.

Scenario #5- The parent consent form says I'm signing for myself??

On the first page of the consent, it will say that you are signing for yourself, and unfortunately this isn't a feature I can change. But, when you click through to the next page, there will be a spot to add the child's name that you are signing for.

Danielle van Schaik