If a client is having trouble opening their intake form, like seeing a “You don’t have access to this” error, there are a few things you can check to help them get logged in and sorted.
1. They’re not signed in to Jane
When someone clicks the Fill Out Form button in their email, they’ll be asked to sign in or create a Jane account first. If they haven’t done this yet, or if they’re not sure how to log in, they might see an access error.
If needed, you can guide them to use the Create Account button on the sign-in page, or reset their password using the Forgot your username or password? option if they’re having trouble signing in.
Once logged in with the correct account, they should be able to access the form through the link in their intake form email.
2. The client has duplicate profiles
If a client has more than one profile in your Jane account, the intake form may have been assigned to one profile while they’re logged into another. Since Jane links intake forms to a specific profile, this can lead to an access error.
To check for this, start by searching for the client’s name in your Clients tab to see if they appear more than once. If you find duplicates, you can merge the profiles together by opening one of the profiles, clicking the merge (+) button, and selecting the correct profile to merge into.
Merging ensures the client can access their forms and health history from a single profile moving forward.
3. They’re trying to fill out a form on behalf of a family member
If a client is logged into their own Jane account and trying to fill out an intake form meant for a family member, they’ll need the proper relationship permissions in place.
To verify this, open the family member’s profile and scroll down to the Relationships section. You’ll want to verify that the person attempting to fill out the form has the necessary credentials.
If the relationship isn’t set up correctly, click Add Relationship or use the pencil icon to edit an existing one.
Once the relationship is properly established, the client should be able to access and finish the intake form on behalf of their family member.
Still not working?
If you’ve checked all of the above and the client is still seeing an error, try resending the intake form from their profile by using the Email button in their Online Intake Forms.
Sometimes a fresh email nudge is all they need.
And as always, if you need a hand troubleshooting, feel free to reach out—we’re here to help!