If a patient is having trouble opening their Intake Form and see the “Sorry, looks like you don’t have access to that area” error message, there are a few common reasons this can happen.

Most of the time, this error appears because:

• The patient is not signed in to the correct Jane My Account.
• The Intake Form is attached to a duplicate patient profile, and the patient is logged into a different profile.
• The patient is trying to fill out a form on behalf of a family member, but the family relationship and permissions are not set up correctly. ​

Let’s walk through what you’ll notice and how to fix it for each situation.

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They’re not signed in to Jane

The patient clicks the Fill Out Form button in their email but is not signed in to Jane, or they sign in with a different email than the one on their profile. This can cause Jane to show “Sorry, looks like you don’t have access to that area” when they try to open the Intake Form. ​

What you’ll notice

The patient clicks the form link in their Thanks for Booking or Reminder email and lands on a sign-in or create-account page. After signing in (or skipping sign in), they see the access error instead of the Intake Form.

How to Fix it

You’ll want to confirm which email address is listed on the patient’s profile in Jane. From there, you can ask the patient to sign in to their My Account portal using that same email address, or to create a new account with that email if they haven’t already.

If they have trouble signing in, you can send a Password Reset Email from their profile, or they can use the Forgot your username or password? option on the sign-in page.

If they can successfully view other My Account details (like upcoming appointments) while signed in, but still see the error when opening the form from the email, move on to the next section to check for duplicate profiles.

The client has duplicate profiles

The patient has more than one profile in your Jane account, and the Intake Form is attached to one profile while they’re logged into the My Account linked to another. Because Intake Forms are attached to a specific profile, the “wrong” profile will trigger “Sorry, looks like you don’t have access to that area.”

What you’ll notice

• Searching in the Patients tab shows the same person more than once, often with the same or similar names and contact information.

• The patient can log into My Account, but still cannot open the Intake Form link without seeing the access error.

How to Fix it

In the Patients tab, search for the patient’s name and check whether they appear more than once. If you find duplicate profiles, open the profile you want to keep and use the merge (+) button to merge the other profile or profiles into it. After the profiles are merged, resend the Intake Form from the patient’s profile, then ask the patient to sign into My Account with their usual email.

Merging ensures that all future Intake Forms, appointments, and history are tied to a single profile, which helps prevent this access error from popping up again. For more details on merging patient profiles, you can check out this guide: Merging and Unmerging Patients

They’re trying to fill out a form on behalf of a family member

A patient is signed into their own My Account and trying to complete an Intake Form that belongs to a family member (for example, a parent completing a form for a child). If the family relationship and permissions are not set up correctly in Jane, this can trigger “Sorry, looks like you don’t have access to that area.”

What you’ll notice

• The Intake Form is assigned to a child or dependent’s profile, but the person signing in is the parent or guardian.

• The parent can see their own information in My Account, but sees the error as soon as they try to open the child’s Intake Form from the email

How to Fix it

Open the family member’s (for example, the child’s) patient profile in Jane and check the Relationships section to make sure the person filling out the form is listed with the right relationship and permissions.

If needed, click Add Relationship or use the pencil icon to update an existing one so they can manage bookings and forms for that family member.

Once everything looks good, resend the Intake Form from the family member’s profile, then ask the parent or guardian to sign into My Account and open the new Intake Form link for that family member.

With the relationship in place, the patient or contact should be able to access and complete the form on behalf of their family member without seeing the access error.

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!