Portal Frequently Asked Questions

How do I access my client portal?

Go to this link or click on the green “client portal” button under the top menu of this page.
We recommend bookmarking this page for future reference.

Which browser should I use to access my portal?

We recommend using Chrome or Firefox to access your portal.
We DON’T recommend using Safari (Apple device default), as many clients have reported technical concerns when using this browser.

Which email should I use to access my client portal?

Use the email that you provided to our staff upon intake, prior to your first appointment as your portal username.

How do I change my portal username?

Call our team at 540-772-8043 and request to update your email on file.

How do I find my portal password?

Only you have access to your portal password. Our staff does not have this information, so please remember to keep it safe and accessible for future use.

How do I change my portal password?

Go to the portal log-in screen and click the “forgot password” button above the purple “log-in” button.
You will receive a password reset link at the email address you have on file with us.

What is the extra code required after entering my email and password?

You will receive a code at your email address on file, after logging into your portal for the first time.
We take your data seriously. This code (also called two factor authentication) allows us to verify that only the people who are accessing your portal are those who need access to your portal (e.g., you, your parent/guardian if you’re a minor, etc.). You’ll receive this code when you log in every thirty calendar days.

How do I find and use my two-factor authentication code?

Open your email app/URL, copy the code (or make mental note of it) in the email from “Therapy iQ”. This email should be at the top of your email inbox.
Return to the portal log-in screen and paste (or type) the code from your email into the boxes on the log-in screen. One number from the code goes in each of the boxes.

How do I access a telehealth appointment?

Once you’ve logged into your portal, scroll down to the bottom of your screen and select the purple button on the appointment card associated with today’s appointment.
If you owe a copay, this button will read, “Pay now”. If you do not owe for today’s session or have already paid, this button will read, “Start session”.
Once you select the purple button, a new tab will open and ask you for your name, to check device permissions, and to prepare to join the meeting. Your provider will receive a notification that you’re waiting once you’ve done these steps.

What if I’m a parent or guardian of a client?

If you’re a parent or guardian of a client, both you and the client will have a separate, but linked portal account.
Navigate to your portal first, then click the “switch account” button on the left side of the screen to access new client paperwork and telehealth appointments.

When should I log-in to my telehealth appointment?

We recommend logging in to your telehealth appointment five to ten minutes in advance of your appointment to ensure that you’re ready and do not have technological concerns.
If you have never accessed your portal before, we recommend logging in at least one day in advance of your appointment to ensure that you have all the necessary details to access your appointment. If there are any concerns, logging in a day in advance will allow time to troubleshoot with our team.

What do I do if I need to give someone else access to my portal?

Call our office at 540-772-8043 so we can send access based on your specific needs.

If you have any questions about your portal after reviewing the above steps, please give our team a call at 540-772-8043 or call your provider directly using their assigned office extension. Our team will work with you to ensure you have portal and telehealth access as needed.