Clients having difficulty with Theranest

Hi ​@natalie310 ,

Thank you for sharing this detailed feedback — I can understand how frustrating this must be for both you and your clients, especially when they’re eager to get started.

A few things you might try that have helped others in similar situations:

1. Check email settings: Many clients nowadays work for companies with strict spam filters which can sometimes be a pain flagging emails. They can add TheraNest’s address to their safe sender list, which often helps.
2. Clear browser cache or try a different browser/device: We’ve seen occasional issues resolved by switching to Chrome or Safari and clearing cached data.
3. Reach out to support with examples: If you’ve already followed the help page steps, providing specific error messages and screenshots to support can help escalate the issue.

We’re actively monitoring this feedback. If you’d like, I can flag this thread internally so the team can review.

Thanks again for raising this! Please let us know if any of these steps help or if you continue to run into issues.

I ran into this exact issue myself when I created a dummy client portal account to test the workflow before deciding whether our practice would transition intake forms into the TheraNest portal. I was genuinely surprised by how little information the system provides when something goes wrong. Instead of offering clear next steps like verifying an email address or resetting a password, the client just gets a dead end message telling them to “contact the office.”

The whole reason we were considering moving intake from FormDr to TheraNest was to reduce friction and avoid needing an administrator on standby for basic tech troubleshooting. What we found instead was that it effectively adds a new support role. That, combined with the issues you mentioned around invitations going to spam and the inability to personalize the sender address or email subject line, made it a non starter for us.

It is disappointing because we were really hoping the client portal would significantly streamline intake. In practice, we need a system that works reliably for clients, even if it means a little extra legwork on our end. Right now we use FormDr for all intake forms, payment authorizations, and PHI releases. Yes, we still manually enter the data into TheraNest afterward, but our primary goal is met. Clients receive and complete their paperwork promptly.

I attribute that entirely to how easy FormDr makes the process. We email a link, they click it, and the form opens. No passwords. No login errors. No navigating a portal or hunting for the demographics section. No instructions required.

The moment TheraNest offers a more user friendly and customizable client portal, we would happily revisit this. Many of us want to consolidate systems. We just cannot do it at the expense of client experience or staff time. Here is hoping this is something the new ownership takes seriously, because it would be a meaningful upgrade for long time users.