Welcome to our guide on Jane’s mobile app for clients!

Our goal with this app is to help your clinic stay busy and make it as easy as possible for your current clients to rebook with you and manage their appointments with less login confusion and friction.

Read more about the background behind the app from our Co-Founder and Co-CEO Ali, here.

The app is currently available in Canada 🇨🇦 only, so clinics outside of Canada won’t show up in-app at this time.

Let’s jump into some questions you may have. If you don’t find what you’re looking for below, please reach out to us and we’ll be happy to help.

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• What can clients do in the app at this stage?
• What can I tell my clients about the app?
• Does the app function like a directory for clients to find new clinics?
• Does the app take into account the online booking settings for my clinic?
• I made a test appointment using the app and was able to cancel it even though I don’t allow online cancellations. What’s going on?
• Why are you making a client app?
• Do all clients have access to the app?
• Can practitioners use the app?
• Can my clients access their online appointments (telehealth) in the app?
• What if a client asks me for help with the app?

What can clients do in the app at this stage?

• Add different clinics to a single account, using one login.

• View a list of upcoming appointments for themselves and related profiles, across all clinics

• Manage appointments for themselves and related profiles with clinics they’ve visited before.

What can I tell my clients about the app?

If you or your clinic send out a newsletter to your clients and want to let them know about the app, feel free to use the blurb below and edit it to fit your needs. ⤵️

We use a clinic management software called Jane, and they now have a mobile app for clients available for Apple and Android. With the app, you can manage appointments for all clinics that use Jane in one place, with one login. For more information, check out their client guide.

Want to share the word on social media? We have some Instagram story slides that you can use if you’d like. ⤵️

• Here’s an example of how to use these templates
• Teal slides
• Purple slides
• Blue slides

Does the app function like a directory for clients to find new clinics?

Currently, the app can only be used to manage appointments with current or previously visited clinics, with the aim to reduce friction for current patients to rebook appointments.

While the ability to search for new and available appointments and clinics is something that folks have asked for and that we are in the early days of exploring, this will be done alongside our clinics and with their best interests in mind.

Does the app take into account the online booking settings for my clinic?

Yes, clients can’t do anything in the app that they couldn’t do through your online booking site. For example, if you don’t allow clients to cancel their appointments online, they won’t be able to do so through the app.

I made a test appointment using the app and was able to cancel it even though I don’t allow online cancellations. What’s going on?

Don’t worry, this is totally normal. Sometimes people book appointments by accident, so Jane gives a three-minute grace period after an appointment is booked when it can be cancelled regardless of whether online cancellations are allowed.

This three-minute grace period applies to appointments booked on the mobile app, on a desktop device, and even appointments booked administratively! Jane even waits three minutes before sending a Thanks for Booking email, just in case the appointment was made in error.

So if you don’t allow clients to cancel their own appointments online, and you want to test whether the app takes this into account, wait three minutes after you book an appointment before trying to cancel it.

Why make a client app?

We want to help clients keep track of their appointments across multiple Jane clinics without the hassle of multiple logins and schedules. With one app where they can access all of their appointment information, it reduces no-shows and makes it easier for clients to book more appointments.

Do all clients have access to the app?

Any client in Canada can download the app by visiting our landing page or by following the instructions for downloading and using the app in our guide for clients.

Can practitioners use the app?

We’re so happy you asked! The app is for managing and booking appointments as a client, so you can’t use it to access the administrative side of Jane. However, if you are a client at a clinic that uses Jane (and you’re in Canada) then you can follow the instructions in this guide to download the app.

If you have clients who you believe would find the app helpful, feel free to invite them using this link.

If you’re curious to see what the app looks like, you can check out our client guide.

Can my clients access their online appointments (telehealth) in the app?

Yes! If your clinic offers online appointments, clients can join them directly from the app. When it’s time for their session, they can tap on the appointment in their app, follow a few quick setup steps, and they’ll be connected. You can find more details in our guide Joining an Online Appointment in Jane’s Mobile App for Clients.

What if a client asks me for help with the app?

While clients hopefully will find what they need in the client-facing guide, there are three things they might ask about.

1. Logging into the app

Clients are asked to create a login for the app and this login is separate from the one they use to book appointments at your clinic. If clients ask you to help them reset their login for the app, you can direct them to the client troubleshooting guide or let them know that there is a forgot password option on the login screen for the app.

The login screen for the app looks like this:

2. Finding your clinic in the app

If clients are having trouble finding your clinic in the app, the first thing to check is whether or not you have online booking enabled which you can check in Settings > Online booking > Online booking policy. If you don’t have this set to Online booking allowed, then your clinic will not show up in the app.

Clients might also ask you what your Jane URL is. This is because the app searches for clinics based on their URL which is typically some part of the clinic’s name. If your Jane URL is totally different from your clinic name, clients may need to type in your URL to find your clinic in the app. We have instructions in the patient guide on how they can look up your clinic’s URL.

3. Logging into their existing Jane accounts

When clients add a clinic they’ve visited to their app, they’ll need to enter their login info (for that clinic) so that the app knows which client they are. It’s possible that clients may need help if they’ve forgotten their username or password for your clinic. We have a guide on Helping patients log in.