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 already lost access to their work email address and needs this to be changed to their personal email and/or they believe they are entitled to further therapy support, they should liase with their HR/Admin overseeing their Clearhead account, who can reach out to us at therapist-support@myclearhead.com to approve this. If they do not want to reveal their identity to their organisation then please let them know they will need to change their email address before they lose access to their work email address.