Managing your care with Jane's mobile app just got easier. If you're tired of catching up on emails and want to skip the phone tag, you can send and receive secure messages with your clinic right in the mobile app.
Want to learn more about the app? Check out our Mobile App Hub.
Here's how it works:
- Receiving a secure message
- Replying to a secure message
- Starting a secure message
- Deleting a secure message
- Frequently asked questions
Receiving a Secure Message
When your practitioner sends you a secure message, you can get push notifications on your mobile device, and you'll see a red dot on the Messages button when you have the mobile app open.
When you tap on the Messages button, you'll see a list of all your clinics.
Select the clinic with the new secure message notification, and then select the conversation with your practitioner.
Replying to a Secure Message
When your practitioner sends you a secure message, it starts a conversation thread so that you can send secure messages back and forth.
Both you and your practitioner can attach files to secure messages. To attach a file, tap the + icon next to the message field and select a file from your device.
Files up to 50MB are supported in the following formats: JPEG, PDF, DOCX, and MP4.
Any files shared with you in a conversation can be downloaded directly to your device.
Starting a Secure Message
If your clinic has enabled patients to start conversations, you can send a secure message to a practitioner you've had an appointment with directly from the app.
- Tap the Messages button.
- You'll see a list of your clinics that have Secure Messaging enabled. Select the clinic you'd like to message.
- Tap the New Conversation button.
- Select the practitioner you'd like to message.
- Type your message in the message field.
- To attach a file, tap the + icon next to the message field and select a file from your device.
- Tap Send.
🩵 Jane Tip: If you don't see any staff to message, it could mean you don't have an appointment history with any staff at that clinic, the clinic hasn't enabled patient-initiated messaging, or you don't have an existing conversation thread with anyone there. Reach out to your clinic directly if you're not sure.
Deleting a Secure Message
You can delete a secure message you've sent up to 5 minutes after sending it, including secure messages with file attachments.
Just tap and hold on the secure message, select Delete, and confirm. You and your practitioner will be able to see that a secure message has been deleted.
Frequently Asked Questions
Why don't I see all my practitioners in my messages tab in-app?
You'll only see practitioners listed under each clinic in your Messages tab once they have started a conversation with you first, or if your clinic has enabled patients to start conversations and you have an appointment history with that practitioner.
How can I enable push notifications?
You can enable push notifications for Jane's mobile app in your device settings.
Option 1: From Jane's mobile app:
- Tap your profile icon in the top left corner.
- Select Settings.
- Choose Notifications.
- Tap Open Settings to update your phone's notification settings.
Option 2: Follow your device's guide to make sure notifications are allowed for the Jane app.
Can I only read and reply to secure messages using the mobile app?
No. You can also log in to your My Account area for individual clinics from your web browser. See our guide on Sending and Viewing Secure Messages in Your Patient Portal for details. Please note that if you click the link in your email notification on your mobile device, it will open the app.
Will I get a notification when I have a new secure message?
Yes. You'll receive an email notification with a link to view your secure message. If you've enabled push notifications on your mobile device, you'll get a notification there as well.
Can I send a file attachment?
Yes. Both you and your practitioner can attach files to secure messages. To attach a file, tap the + icon next to the message field and select a file from your device.
Files up to 50MB are supported in the following formats: JPEG, PDF, DOCX, and MP4.
Any files shared with you in a conversation can be downloaded directly to your device.
Are group secure messages available or just one-on-one?
Only one-on-one secure messages are available right now.
My secure message thread is marked as "archived." What does this mean?
A secure message thread may be archived because a practitioner is away or has left the clinic, but it's best to check with your clinic to confirm. Archived secure message threads can be viewed but not replied to.
Why can't I find an old secure message thread?
If your secure messages with a clinic have disappeared, they might have been archived if your profile was merged with a duplicate account. Reach out to your clinic to confirm. They can check whether a merge happened, undo it if needed, or share any information from your archived secure message thread. Please note that archived conversations from a merge can only be viewed by your practitioner.
How do I get the mobile app?
You can get the mobile app for Android here and Apple iOS here. Our Mobile App Hub guide has all of our resources to learn more.