Help a client with product access

Check the basics

• Confirm the client is using Habit of Living, not the provider portal.
• Confirm the client email matches the invitation and ask whether the invitation was accepted.
• Ask the client to update the app or refresh the browser before repeating the action.
• For a missing assignment, confirm that it was approved and sent and that the correct client was selected.

Protect the client account

Never ask a client to send a password, email verification code, payment card number, or screenshot containing sensitive credentials. The client should complete password and payment steps directly in the secure experience.

Send product questions to Habit of Care

Habit of Care handles technical support for clients, including questions about Between-Session Care. Providers do not need to troubleshoot product, checkout, subscription, or account-access problems.

• Record the client email, device or browser, approximate time, and the action that failed.
• Describe the visible error without copying unnecessary clinical information.
• Ask the client to email support@habitofcare.com, or send the product details to support on the client’s behalf.
• Use established clinical or emergency procedures for care or safety concerns.