What happens if my client is leaving their organisation?

When a client leaves their organisation, their HR/Admin team will remove them from their list of eligible users.

The client can log into a free version of their account and complete any existing therapy sessions. However:

• They cannot access any new therapy allocations
• You will be unable to request session extensions on their behalf
• They will have limited access to self-help tools

If the client wishes to have more sessions with you after their allocation is finished they may wish to reach out to their new EAP provider (if applicable) or self-fund therapy. If they wish to self-fund therapy and you are based in New Zealand, you can provide your booking link and they will be able to pay for further sessions at our checkout. You will be able to invoice us directly from your portal. If you are based in Australia you are able to create self-funded (public) appointments from your portal, and invoice the client directly using your own invoicing method.

Family Therapy Accounts

If you are seeing a family member of a staff member that is leaving the organisation, the same rules apply to family members' accounts.

Email Access Issues

If the client uses a work email to log in and they will lose access, they should change their registered email to a personal email before their access ends. This is crucial if they wish to book final sessions themselves, and for receiving therapy related communications.

If the client has existing therapy to complete and has already lost access to their work email, you are able to book remaining sessions on their behalf. Please ensure you change their work email to their personal email in their contact card on the Clients tab in your portal before making a booking. This means automatic therapy communications relating to their booking will go to their personal email instead of their work email (which they may not have access to). However if the client still wishes to access their account and manage their bookings, please have them contact us at therapist-support@myclearhead.com to change their email.

If the client believes they are entitled to more sessions than what is showing in their account, they should liase with their HR/Admin overseeing their Clearhead account, who can reach out to us at therapist-support@myclearhead.com to approve/verify this.