Jane's Guide

Here's all the help you need to use Jane.


Jane's Mobile App for Clients: FAQ

  1. Jane's Mobile App for Clients
  2. Jane's Mobile App for Clients: FAQ

    3. 12 min read

Here are some of the frequently asked questions about using our Mobile App for clients:

Looking for more Mobile App resources? Check out our Mobile App Hub.

Is my login for the app the same as my login for one of the clinics I visit?

Good question! Your login for the app is separate from your login info for any of the clinics you visit. For security purposes, we’d strongly recommend using a unique username and password when you create your account for the app.

I’ve forgotten my username/password for the app. How can I reset it?

No worries, you can open the app and on the login screen, tap the Forgot Password button. Then you can just follow the instructions to reset your login info for the app.

Resetting your username/password in-app

Click on the Appointments tab in the bottom left corner in-app, and then on the person icon in the top left corner.

An image of the navigational steps to view username and password settings

Next, click on your name and email at the top of the page.

An image of where to view and click on your name and email

From there, you’ll want to select Manage my Account.

An image of where to view and click on manage account

You can choose to either change your login email or password.

An image of the option to change either the login email or the password associated with the account

For security reasons, entering your current email and password is required. After confirmation, the option to update your credentials is available to complete the process, and you’re all set!

I’ve forgotten my password for one of the clinics I visit.

If you’ve forgotten your password, you’ll need to reset it outside of the app. You can do this by opening your web browser, heading to your clinic’s online booking page, and clicking the Forgot your username or password button when signing in.

Which devices can I use the app on?

Is the app the only way to manage my appointments?

No, the app is an optional tool for managing and joining appointments across all of your clinics using Jane. You can always log in to your individual account with a clinic the way you used to, through your web browser.

In what time zone are appointments listed in the app?

Appointment times in the app are displayed in the timezone of the mobile device.

Can I use the app to find new clinics?

Currently, the app is only intended for use with clinics you have previously visited, so you can only search for clinics by name and add ones that you already have a patient or client account with.

I can’t find my clinic in the app.

Happy to help! This could be for three reasons.

The first is that the app is only available for use in Canada 🇨🇦 and the US 🇺🇸, so if the clinic you’re searching for is in a different location, it won’t show up in-app and you’ll need to contact the clinic to book.

The second is that the clinic may not have online booking enabled, in which case they wont show up on the app.

The third reason is that the mobile app uses a clinic’s URL to search for them. If a clinic’s name is different from their URL, the mobile app can have a hard time finding it. We suggest opening your web browser and heading to the clinic’s online booking site. Next, take note of their URL which is in the address bar at the top of your web browser:

In this case, the URL of my clinic is demo.janeapp.com (our test site), so I’ll search for it in the app by putting “demo” into the search bar.

Jane tip: Don’t include the “.janeapp.com” when searching for your clinic- you can leave that part out.

Will I get appointment reminders through the app?

Not in this version of the app, but we’re thinking about this as a future enhancement. You’ll continue to receive notifications normally by text and/or email. If you want to change your reminder or notification preferences, you’ll do that outside of the app.

What can I do in this version of the app?

In the current version of the app, you can do the following:

  • Add multiple clinics that you’ve been to before

  • View, book, reschedule, or cancel your own appointments for all clinics you’ve added to the app

  • View, book, reschedule, or cancel appointments for related profiles

I’m a practitioner at a clinic. What happens if I add my own clinic to the app and log in using my staff credentials?

Excellent question! Just a heads up that the mobile app is only for the client side of Jane, so you won’t be able to access the staff side of Jane.

Staff members often have a linked client and staff profile that uses one sign in. You can use that sign in for the mobile app and you’ll be able to see and manage appointments you’re attending as a client.

If you have a client account with a separate login from your practitioner account, you’ll want to use your client login credentials for the mobile app.

How can I provide feedback about the app?

We are so excited to hear your thoughts about the app! On your appointments page, click on the profile icon in the upper-left corner.

On this page, click the Give feedback button and you’ll be able to specify whether you’re reporting an issue with the app or leaving feedback.

Is the app available outside of Canada and the US?

No, the mobile app is currently available only in Canada and the US, so clinics in other countries won’t show up in-app at this time.

Which languages is the app available in?

The mobile app is available in French and English. If your phone is set to French, the app will appear in French. If it’s set to any other language, the app will appear in English. Content that your clinic has written, like treatment names, descriptions, and staff bios, will be displayed in the language your clinic has written them in.

How do I log out of the mobile app?

To log out, tap your profile icon in the top-left corner of the My Appointments tab. Then tap your account name at the top of the screen and select Sign out.

How do I delete my Jane app profile?

We’re sad to see you go!

To have your mobile app profile deleted, please email [email protected] from the same email you used when creating your profile for the app. Please let us know in the email that you want to delete your mobile app profile so that we can ensure your request is directed to the right group.

Please also include your Mobile App ID number. You can find this in the mobile app heading to your appointments tab and clicking the profile icon in the upper-left corner.

Next, click on your email address:

Now you’ll see your mobile app ID at the bottom of the screen with a little copy button to the right. Click the copy button and paste that number into the email you send to us. This will help us find and verify your profile faster.

What information does my Jane app profile collect?

The Jane app profile stores 3 main things. Your email, hashed password, and the list of linked clinics, practices, or studios. This data is all stored exclusively within Canada.

Where is my data stored?

The data associated with your Jane ID profile will be stored on our secure servers located in Montreal, QC (Canada).

Data associated with your client profile in a Jane clinic, such as your charting or billing data, will be stored in the region selected by your clinic. Check out our Cloud Security White Paper for more information.

Is Jane PCI compliant?

Yes! Jane is PCI compliant, which means we follow strict industry standards to securely handle credit card information. You can read more about how we keep payment data safe in our PCI compliance guide.

What do I do if the mobile app isn’t working?

While we aim to have the mobile app running smoothly 24/7, sometimes an issue can occur. If you’re experiencing any issues with the mobile app and need to book or change an appointment urgently, we recommend that you log in to the clinic on your browser like you have in the past to book, view, or manage your appointment there.

Since the app is still new for Jane, it might take us a little longer to resolve issues when they do happen. We appreciate your patience and will do our best to keep things up and running with minimal interruptions.