The Client Portal allows you to securely view and manage your appointments online. Depending on how your clinic has set things up, you may access the portal in one of two ways.
Accessing the Portal from an Appointment Link
Your clinic may send you a secure link in your appointment confirmation email or SMS.
This link may be shown as "Manage Appointment", or simply the URL of the portal. For example, the email you receive might look something like this:
When you click the link, you’ll be taken directly to a secure version of the Client Portal for that specific appointment only.
To continue, you will be asked to confirm:
- Your Date of Birth
- Your Postcode
Once verified, you’ll be able to:
- View the appointment details
- Change the appointment date or time (if allowed by your clinic)
- Cancel the appointment (if allowed)
- Leave a message for the clinic when changing or cancelling the appointment
If your clinic does not have your postcode and/or date of birth recorded on your client profile, you’ll see an error message when trying to log in. Please contact the clinic to provide these details before attempting to access the Client Portal again.
Important
This type of link only gives access to the appointment linked in the message for security reasons. You will not be able to view other appointments or access the full portal through this link.
Accessing the Full Patient Portal
Some clinics may also provide access to the full Client Portal login page.
To access the portal, follow the link provided by the clinic. You’ll first need to enter your email address to receive a secure magic link. You may also choose to receive your magic link by SMS instead of email.
It’s important that the email address or mobile number you enter matches the details your clinic has on record for you.
Once received, click the magic link in the email or SMS you receive to securely log in to the portal.
Note: The magic link included in the email will expire after a period of time for security reasons. If the link has expired, you can request a new one.
You will then be asked to verify your identity using your postcode and date of birth before gaining access to the portal.
Once logged in, you will be able to:
- View the first five upcoming appointments
- View previous appointments and future appointments
- Manage eligible appointments online, including changing or cancelling appointments
- View appointment details in one place
What Happens After Authentication?
Once you’ve successfully authenticated, you’ll see your appointment information and any actions available to you.
The information you can view for an appointment within the Client Portal is:
- Appointment type
- Location
- Clinician
- Date/time
Depending on your clinic’s settings, you may be able to:
- Reschedule appointments
- Cancel appointments
- Send a message explaining changes or cancellations
Whether you can cancel or change an appointment online will depend on how your clinic has configured their Client Portal settings. For example, some clinics may prevent appointment changes or cancellations within a certain time period, such as 24 hours before the appointment. If this happens, you’ll need to contact the clinic directly to make any changes.
If online payments are enabled by your clinic, refund rules may also apply when cancelling appointments. A cancellation policy may be displayed before you confirm your appointment cancellation, so read this carefully before continuing.
Keeping Your Information Secure
The Client Portal is designed to keep your information secure.
To protect your privacy:
- Appointment-specific magic links are unique and secure, and only allow access to the appointment linked in the message.
- To access the full Client Portal, you’ll need to enter your email address first. A secure login link will then be sent to your inbox.
- For security purposes, you’ll always need to verify your identity using your Date of Birth and Postcode before accessing the portal.
Troubleshooting
My link has expired
For security reasons, magic links will expire after a period of time.
If your link no longer works, you can request a new link, or please contact your clinic for assistance.
My Date of Birth or postcode is not working
Please make sure:
- Your Date of Birth is entered correctly
- You are using the postcode registered with your clinic
- There are no typing mistakes or extra spaces
If you’ve entered an email address or mobile number to receive your portal login link, make sure it matches the contact details your clinic has on record for you.
If you still cannot log in, contact your clinic to check that these details exist and are correct on your record.
I can’t see my appointment
This can happen if:
- Your clinic has disabled Client Portal access
- Your appointment has already passed
- You logged in using a magic link that only allows access to one specific appointment
If you think something is missing, please contact your clinic directly.
Need More Help?
If you’re having trouble accessing the Client Portal, please contact your clinic directly for assistance.