This article covers what to do if a client is having trouble finishing sign-up, onboarding, scheduling sessions or joining a session, and helpful instructions to send to your client.
Missing Invite Link
If your client says they never received the invitation email to join Tava:
Confirm you've entered their correct email address.
Ask them to check Spam or Junk for the invite email.
Copy the invite link from the client profile and send it to them directly.
Where to Find the Invite Link
On the client's profile, find the Invite Not Complete alert. Select the dropdown arrow on the right corner.
Click "their link" to automatically copy their invite link. You can now paste this into a message to the client directly.
| Invite links expire after 4 weeks. If this occurs, instruct the client to reset their password here. They will still be attributed as a self-referral, and they will be prompted to complete intake. |
Intake Not Complete
This usually means the client still has required onboarding steps left to finish before their appointment can proceed. Those steps may include completing intake, accepting provider policies, and adding a coverage method for fees.
Send the client:
Joining Your Session if they are specifically stuck on login or pre-session prompts.
You can also remind the client to log in, click the task shown on their home page, complete it, and return to confirm the alert is gone.
If the client still cannot log in, has duplicate accounts, or is stuck in a login loop, direct them to Tava Support at client-support@tavahealth.com.
Missing Session Coverage
This alert appears when the client is required to have Tava-accepted coverage on file before you can schedule, but that requirement has not been met. Clients need to add a coverage method on the Billing page of their profile.
If the client is using insurance, send:
These articles walk the client through where to add insurance, what verification means, and what to do if insurance cannot be verified.
For self-referral clients, you can also turn off Require Tava-accepted Coverage in the Client Preferences if you need to schedule before coverage is finalized.
Policy Not Accepted
This alert means the client has not yet accepted your late-cancellation and no-show policy, which can block scheduling or joining their next session when fee enforcement is enabled.
Clients can review and accept the policy in the Billing Info tab of their Tava account.
Send the client:
For self-referral clients, you can also turn off Enforce late-cancel / no-show fees in Client Preferences if that is appropriate for the situation.
Missing Fee Payment Method
This alert means fee enforcement is turned on for the client, but they do not yet have a valid credit or debit card on file for late-cancellation or no-show fees.
HSA and FSA cards are not valid for these fees, so the client may need to add a standard credit or debit card even if they already have another payment method saved.
You can share these steps with the client:
Go to care.tavahealth.com/billing and log in.
On the Billing Info page, scroll to the Late cancellation and no-show fees section.
Select Manage payment method to add a credit or debit card.
Review the policy and click Accept Policy.
Send the client:
For self-referral clients, follow these steps to add a client without requiring a credit card: How to Add Clients Without Requiring a Credit Card.
Password rest
Send: Joining Your Session
That article covers forgotten password steps, checking spam, and what to do if the client has duplicate accounts.
Video sessions
Send: Troubleshooting Tava Video and Allow camera and microphone access for Tava Video.
These articles cover browser permissions, device issues, internet troubleshooting, and common camera/microphone fixes.
Recommended message
Hi [Client First Name],
It looks like there are still a few items to complete in your Tava account before your appointment can move forward. Please log in to your Tava account and complete any tasks shown on your home page.
Here are the instructions that should help:
If the issue is related to insurance or billing, please also review:
If you still have trouble after trying those steps, contact Tava Support at client-support@tavahealth.com.
If the client is self-referred and you need to move forward before they finish coverage or fee setup, you can update Client Preferences on that client profile. Turning off coverage and/or fee enforcement will remove the scheduling block for that client, but it also changes how billing and fee collection work going forward. This can be updated at anytime.