Help & support

Share

1. In the consultation, select Finish & share (or Share plan).
2. Choose one of two actions:
   • Publish on client portal makes the saved plan visible to the client and uses the existing notification and email preferences.
   • Save and download PDF downloads the saved plan without publishing, notifying, emailing or opening another sharing app. A new draft stays unpublished.
3. Optionally edit the Message for publication. It is used only when publishing, not when downloading.

Downloading a previously published plan preserves its publication and history. Saving changes to published content follows the existing draft-edit rules; it never republishes automatically.

Phone alerts

Publishing a new plan or sharing a changed plan also sends a discreet device notification immediately to the linked client's opted-in devices. This works independently of their email preferences. The alert opens Updates, where the client can open the plan. The client can also find it under Diet Plan and select Download PDF. Sharing an unchanged, already-published plan again does not create another new-plan alert.

Emails

Publishing automatically emails the client's verified email address only when both practice and client diet-plan email settings allow it. It uses your practice name and your verified sending domain if you have one. Previous email deliveries shows whether each email was delivered, blocked (unsubscribed or bouncing) or failed. Clients can switch diet-plan emails off in their portal under Email notifications.

Previous emailed copies

Each new publication's email and PDF use the saved published version. Repeating the same publication does not automatically send another copy. If a delivery result is uncertain or failed, check its delivery history before taking further action.

Clients can find retained PDFs under Diet Plan → Previous emailed copies. Each download opens the saved copy from that email, so later edits do not replace it. This section shows up to 100 recent sent copies where a PDF was retained; failed or suppressed emails and archived plans are excluded. If the PDF is unavailable, the client sees an error and can try again. Opening a copy never publishes the current draft or sends another email.

An older emailed PDF is a historical document, not a reconstructed version of the structured meal plan. A changed draft cannot be used to recreate the exact original publication.

If the client has no portal yet

Publish the plan first, then invite the client from their record. They'll see it when they sign in.

Downloads without sending

Download PDF or Download Word in the consultation's More menu never sends anything.

Sending plans needs the "Send diet plans" permission.

Published plan versions and changes

Editing a draft does not remove the last saved publication from the client portal. Explicitly publishing materially changed instructions creates a new saved version; publishing unchanged content does not create another version or notification.

Clients see Your plan has been updated and View changes on Home, Diet Plan and My day. The comparison shows the actual previous and new instructions, additions, removals and schedule/date changes. It does not invent a clinical explanation. Changed meals stay labelled Updated plan instructions until that client views the version.

In Diet Plan, open Published plan history to view or download a complete saved version. A download is generated from that saved snapshot; Previous emailed copies remains the separate recovery route for genuinely retained older email PDFs. Unknown overwritten legacy instructions cannot be reconstructed from a current draft.

Viewing a version acknowledges only that signed-in client and version. It does not mean the client followed or accepted the plan, and never creates a meal check-in. Existing check-ins keep their original prescription, photos and plan association when edited.

An open check-in keeps the instructions the client opened even if a new publication arrives while they are typing. A notice invites them to close the check-in and review the latest plan. Older check-ins show guidance from their recorded version when available; unknown older guidance is not replaced with today's guidance. Accepting a client assistant food swap changes the response to the check-in, not its original prescription.

Confirmation requests and reminder emails are set per availability schedule, under Client confirmation & reminders.

Where to change it

1. Open Calendar → Availability.
2. Open the schedule's menu and choose Edit schedule.
3. Scroll to Client confirmation & reminders, change the settings and save.

The settings apply to new bookings and new times. Existing bookings keep the settings they were made with. Emails go to the client's portal email, or their contact email if they have no portal account.

When emails are sent

• When the booking is made: a booking confirmation email is always sent, with the booking details. Changes and cancellations are always emailed too.
• Reminder emails: tick Use practice reminder times for the standard reminders (24 hours and 1 hour before), or untick it and choose your own: 48 hours, 24 hours, 2 hours and 1 hour before are quick options, and Add custom time adds any time from 1 minute to 30 days before. You can choose up to 8 reminders. For example, for reminders 24 hours and 1 hour before, select those two.
• Reminders whose time has already passed are skipped (for example a 24-hour reminder for a booking made 3 hours ahead).
• If you remove every reminder, no reminder emails are sent but booking, change and cancellation emails still are.

Make clients confirm attendance

1. Tick Ask the client to confirm attendance. The booking email then includes a Confirm I will attend button.
2. The default deadline is 24 hours before the visit. Use Custom confirmation deadline → Set deadline to change it.
3. Late bookings (made after the deadline) ask for confirmation immediately.

Is the confirmation request a separate email?

No. There is no separate "please confirm" email. While the client hasn't confirmed, the request (a Confirm attendance button and the deadline) is included in:

• the booking email, which is titled "Please confirm your attendance", and
• every reminder email sent before they confirm.

Once they confirm, later reminders are ordinary reminders without the button.

So if you set a 24-hour reminder and a 24-hour confirmation deadline, the client gets one email at 24 hours: the reminder, which also asks them to confirm. Because that reminder arrives right at the deadline, many practices choose a shorter deadline (for example 12 hours) so clients have time to confirm after the 24-hour reminder. Alternatively, keep the 24-hour deadline and add an earlier reminder such as 48 hours.

What happens if the client doesn't confirm

The appointment is not cancelled automatically and the time stays reserved. After the deadline the calendar shows Confirmation overdue. Select the appointment and choose Keep appointment, or Cancel appointment to release the time. Clients can still confirm while the appointment is reserved.

Calendar labels

• Awaiting client confirmation: before the deadline.
• Client confirmed attendance: the client pressed the button (opening the email alone does not confirm).
• Confirmation overdue: the deadline passed without a confirmation.
• Kept by practitioner · client not confirmed: you chose Keep appointment.

Related

The wording of booking, reminder, rescheduled and cancellation emails is set in Calendar → Booking settings → Client booking emails. Earlier appointments retain the reminders from their original booking setup.

Clients can reschedule themselves using the secure appointment link in every booking email.

What the client can do there

• Under the visit, three buttons: Add to calendar, Directions (in-person visits with an address) and Call us (when the practice has a phone number).
• Confirm I will attend, when the schedule asks for confirmation. They can still confirm after the deadline while the appointment is reserved.
• Choose a new time: they pick a day and an available time, and the move is confirmed by email.
• Cancel appointment: the time is released and they receive a cancellation email.

Online changes are allowed until a cut-off shown on the page, with the practice's number to call after that. After the cut-off the page says the appointment is too soon to change online and asks them to call the practice.

What you see

Moves and cancellations made by clients appear on the calendar and in the Updates bell (Cancelled by client, Moved by client). Clients with a portal account can also manage appointments from Bookings in their app.

Change your password

1. Open Settings → My account and find Password.
2. Enter your Current password, then the New password twice.
3. Select Update password.

The new password must be different from the current one and meet the minimum length shown. Changing it also signs out your trusted browsers.

Forgotten your password?

On the practitioner sign-in page, select Forgotten your password?, enter your email and select Send link. Open the email and choose a new password.

Practitioner reset-email or verification request failed

If email delivery cannot be confirmed, check your inbox and spam folder before requesting another email. A successful reset request does not reveal whether an account exists. If no email arrives, check the address and connection, wait a few minutes, then select Send link or Resend code again. The resend countdown still applies.

If verification cannot be confirmed, the entered code stays in the form; this does not mean it has expired. Retry Verify email after checking the connection. Only an expired-code message asks you to use the latest email or wait for Resend code. If the page says the previous sign-in could not finish safely, reload before trying again. Never send passwords or verification codes to support.

An email reset does not bypass two-factor authentication: you still need your authenticator code. If you've lost your authenticator, a practice owner can reset it (see "Lost your authenticator").

Two-factor authentication asks for a six-digit code from an authenticator app when you sign in.

Set it up

1. Open Settings → My account → Two-factor authentication and select Set up two-factor authentication (or Add an authenticator).
2. Scan the QR code with Google Authenticator, Microsoft Authenticator, Authy, 1Password or another TOTP app. If you can't scan it, copy the setup key.
3. Enter the current six-digit code and select Verify and enable.

Add a recovery authenticator

Add a second authenticator on a different trusted device or password manager (Add recovery authenticator). Then you can still sign in if you lose one device. Staff accounts must keep at least one authenticator.

Is it required?

New practice owners can create their account and explore the workspace before setting up an authenticator. Dashboard → Set up later → Protect your account opens the setup in Settings. Set it up before adding or approving employees or making sensitive changes, such as billing, security settings or exporting practice data. Once set up, the owner's authenticator remains required. Existing owner accounts keep their current protection. The owner can require it for all staff (see "Practice security policy"). Otherwise it's optional for other staff and they can turn it on at any time.

Publishing emails the full saved plan, including its general instructions, when both the practice's Full diet plan switch and the client's diet-plan emails are on. The plan also stays in their portal.

Owners and admins control these in Settings → Communications → Emails. Daily meals are off until explicitly enabled for the practice.

Daily emails contain only that date's meals and the general instructions, at 07:00 in your practice's timezone, starting the day after publication or on a future plan's start date. They require a dated plan and stop at its end; blank days are skipped. The discreet Check in on the website link opens in a browser, with no app download needed. Reading the email does not record a check-in.

Clients choose their emails in their portal under My details → Email notifications:

• Diet plans: new plans and PDF copies, plus each day's meals at 07:00 in the practice's timezone where your practice has daily meal emails switched on.
• Messages: when you send a portal message.
• Recipes: when a recipe is shared with them.

Updates always remain available in the portal, whatever they choose. If a client says they aren't getting plan emails, check Previous email deliveries in the share window: "Blocked" means they unsubscribed or their address is bouncing.