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Jane's Mobile App for Patients (Beta)

  1. Patient Profiles
  2. Jane's Mobile App for Patients (Beta)

    3. 15 min read

We’re so excited to get this into your hands so you can book, view, and manage all your appointments with Jane clinics in one place, with one login.

The app is currently available in Canada 🇨🇦 only, so clinics outside of Canada won’t show up in-app at this time.

📣 Jane tip: Seeing a prompt to update the Mobile App? Here’s how.

The app is in its early stages, so a lot of things can change as we improve and refine the features. We’d love to hear any feedback you have by filling out our feedback survey which you can access on the My Appointments page of the app. You can also use this button to report an issue with the app.

Feel free to skip to one of the sections below. ⤵️

Accessing the app

You can find the instructions for downloading the app on apple or android devices here.

Logging into the app for the first time

When you open the app, you’ll click the Create a profile button:

Next, you’ll enter your info and set up a password. After verifying your email address, you can start adding the Jane clinics you use.

Adding clinics to the app

Currently, you can only add clinics that you already have a username and password set up with.

Click the blue Add my first account button and enter the clinic’s name into the search bar.

If you don’t see your clinic come up, double-check what their URL or web address is.

To find a clinic’s URL, you can head to their online booking site and look at the address bar at the top of the screen:

Next, head back to the app and enter the first part of that clinic URL into the search bar. For the example above, the URL is demo.janeapp.com, so we can just enter “demo” in the search bar.

Once you’ve found the clinic you want, click the blue Plus symbol.

If the email address you used when signing into the app is the same as the one for your clinic profile, then the app will find your clinic profile and you can click Add account below your name.

If your clinic email doesn’t match the one you used when signing into the app, you’ll enter your login details to link your clinic profile.

If you accidentally link the wrong clinic profile, you’ll want to remove the clinic from the app and re-add it again.

💡 Jane tip: If you’ve forgotten your password for your clinic profile, 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.

After you’ve linked your account, your clinic will be added to your Jane Mobile app! You only have to do this once. Once your clinic is linked, you don’t need to sign in to your individual clinics, only the app.

You can continue to add more accounts or click Done (you can always add more accounts later).

Viewing appointments

To view your appointments, you can tap the My Appointments button at the bottom of your screen:

Booking appointments

To book an appointment, you can click the Book button at the bottom of your screen, and then select the clinic you’d like to book at.

Next, you can either select a specific practitioner to book with or the discipline (like acupuncture, for example) you’d like to book.

Next, choose the treatment you’d like to book:

And now you can select an available time. You can also tap the calendar icon in the upper-right corner to jump to a specific date.

💡 Jane tip: If you have other patient profiles linked to yours, like a family member’s, you can choose who the appointment is for. If you’d like to read more about managing family member’s profiles, check out this guide.

You’ll come to the confirmation screen and you can click the Book button at the bottom if all the details look good.

Way to go, you’re on a roll!

Cancelling and rescheduling appointments

If you need to cancel or reschedule an appointment, click My Appointments at the bottom of your screen and select the appointment you want to cancel.

📣 Jane tip: Clinics have limits on how much notice you must give to cancel or reschedule an appointment online. If you don’t see the option to cancel or reschedule your appointment, you will need to contact the clinic.

If you’re cancelling the appointment, click the Cancel button and choose a cancellation reason on the next screen and confirm.

To reschedule your appointment, click the Reschedule button and choose a new time.

Removing a clinic from the app

If you need to remove a clinic from the app, you can head to your Appointments view and click on the profile icon in the upper left corner of the screen:

From here, click on Manage accounts

Select a clinic from the list and click Remove Account.

All done! You can always re-add the clinic if needed.

Troubleshooting and FAQ

I’m being prompted to update the app. What steps should I take?

For Android Users

On your phone’s home screen, tap and hold the Jane Mobile App icon and select App info.

You’ll see an Update button on the App Info page. Give it a tap, and you’re all set!

For Apple Users

On your home screen, tap on the TestFlight app icon.

On this page, you can click the Update button next to Jane and you’re good to go.

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. Technically, you can set up your app login using the same username and password that you use for a clinic, but 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 login 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.

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?

I can’t find my clinic in the app.

Happy to help! This could be for two reasons.

The first is that the app is only available for use in Canada, so if the clinic you’re searching for isn’t in Canada, it won’t show up in-app.

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. 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’re testing, 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?

Great question! If a practitioner adds their own clinic to the app and uses their staff credentials to log in, then Jane will create a patient profile for them that is linked to their staff profile. This is the same thing that happens if you are logged in as a practitioner, head to your own online booking site, and book an appointment. Jane will see this as a “patient action” and will create a patient profile for you. This can be handy if you’re a practitioner who also receives services or treatments from other practitioners at your clinic. Please note that the app is only for the patient-facing side of Jane, so you won’t be able to access it to view the admin side of Jane, even if your staff profile and patient profile are linked.

How can I provide feedback about the app?

We are so excited to hear your thoughts about the app! On your appointments page, you’ll see a blue box with a Send us feedback button.

Is the app available outside of Canada?

No, the app is currently only available within Canada.

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 by clicking on the little profile icon in the upper left of your screen.

Next, click on the profile icon again.

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 in Montreal, QC (Canada).

Data associated with your patient 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.

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.
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