You can make changes to your plan and subscriptions to add-on features at any time. As a Trial User, you will update your plan when you are ready to subscribe. Additionally, you will need to update your plan when you increase or decrease your Active Clients, as doing so may bump you into a different Subscription tier.

 IMPORTANT:  These instructions are for clinics that began a trial or purchased a subscription between December 4, 2024 and May 21, 2025. If you subscribed to your trial or plan before December 4, 2024 or after May 21, 2025, the steps you take to manage your plan and add-on features will be different. For more information on these changes and how to find the right instructions for your clinic, please visit: How to Manage Your Subscription Plan

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Important Subscription Information

• If you are currently a Trial User and wish to subscribe you will forfeit the remaining days on your trial and be charged immediately. You can subscribe to an annual plan OR subscribe to a monthly plan.
• When your subscription is changed mid-month (or mid-year), you will be charged a pro-rated amount for the time remaining (days) on the new subscription on the same date that your subscription is changed.  However, at the end of the month, you will receive a pro-rated credit for any unused time (days) for your previous subscription and a charge for the full amount for the upcoming month/year. Subscriptions are charged in advance for the month to come.
• It is not possible to switch between yearly and monthly billing frequencies until your next yearly or monthly renewal date.
• You are responsible for upgrading/downgrading your Subscription. Your subscription does not automatically change when you decrease or increase Active Clients. 
• Subscription levels are available for 30 Clients, 40, 50, 80, 100, 150, etc.

  NOTE: After 150 Clients, the Client increments go up by 50.

   
• Subscriptions cannot be combined and billing dates cannot be changed at this time.
• Your trial includes the client portal for one therapist. When you subscribe you will be prompted to decide if you would like to continue using the Client Portal. Learn more: Client Portal Overview
• The trial comes with a test client so you can use features during the trial. After you subscribe, the test client is automatically deleted.
• Your Trial includes Telehealth. Cancel this feature if you do not want it.

  NOTE: If Telehealth is not canceled you will be billed. Subscriptions are billed separately and the billing date is the day you subscribed. The billing date can't be changed at this time, and you will have to cancel and re-subscribe to change your billing date.

   

• To change the email address where invoices are sent, send a written request for the change.
  The request must come from the subscription owner.

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Change Subscription Plan Level

To change your subscription, add clients to reach the desired client level or archive clients to decrease to a lower level. Learn More: Add a New Client, Archive/Unarchive Clients

Then you can can your subscription:
 

1. Click Organization tab in primary navigation bar.
2. Click Manage Subscription in side navigation.
    
    
3. Click Active Client Plan under the Subscription tab. 
    
    
4. Click Edit Subscription.
    
    
5. Click the Qty dropdown to select the number of active clients.
6. Click the Update Subscription button.
    

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Switch to an Annual Plan

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Subscribe to Telehealth
 

Telehealth subscription is an optional, HIPAA compliant, add-on service with your monthly subscription. Learn More: Telehealth Overview
 

There are two different plan options:

1. Individual Plan - Is per therapist per month for one on one unlimited sessions. This plan allows for two participants in a given Telehealth session, the therapist and the client.
2. Group Plan - Is per therapist per month. This plan allows Telehealth sessions for up to 20 participants (including the provider). You can have multiple staff on these sessions as well.
   
   At this time, there are no additional options or combinations for Telehealth plans, either all subscribers are on the Individual Plan or all subscribers are on the Group Plan.

Once you have subscribed to Telehealth, added Staff Members will now have access to schedule a telehealth session. Learn More: Schedule Individual Telehealth Appointment

1. Go to Organization tab in primary navigation bar.
2. Click Manage Subscription on side menu. 
3. Click the Telehealth Subscription tab.
4. Choose either Individual or Group Telehealth plan from the dropdown.
5. Search for and Add Staff in Active Telehealth Staff sections.
6. The Staff Member will appear as Added.
7. Click Subscribe green button to complete process. 
8. A Confirmation screen will display to let you know that you will not be charged immediately.
9. Click Update My Subscription.
    Once you have successfully added a Staff Member, the staff will now have access to schedule a Telehealth session.

Learn more about Telehealth:

• Read our Telehealth Overview
• See the Telehealth Workflow - Schedule and run Telehealth Appointments
• Customize Telehealth Settings 

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Add or Remove Staff from Telehealth Subscription

After you have subscribed to telehealth, you can subscribe or remove staff from the plan.

Once you have added a Staff Member, they will have access to schedule a telehealth session. Learn More: Schedule Individual Telehealth Appointment

1. Go to Organization and click Manage Subscription on the side menu. 
2. Click the Telehealth Subscription tab.
   
   
    
3. Scroll down to Search for field and Add Staff in Active Telehealth Staff sections.
4. The Staff Member will appear as Added.
5. OR locate desired Staff Member and click the X to remove. The Staff Member will appear as Removed.
6. Click Update Subscribed Staff List green button to complete process. 
    
    
7. A Confirmation screen will display to let you know that you will not be charged immediately.
8. Click Update My Subscription.
    

Cancel Telehealth Plan

You may cancel your Telehealth Plan at anytime. This is done by removing all Staff Subscriptions from the Telehealth Plan. Alternatively, you can unsubscribe staff individually. 

1. Go to Organization on the side menu.
2. Click Manage Subscription.
3. Click Telehealth Subscription tab.
   
   
   
    
4. Scroll down and Click Cancel Subscription button to cancel the entire subscription for all Users. 
   
    

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Subscribe to Wiley Practice Planner

Wiley Practice Planner is an additional subscription per therapist per month. Organization Administrators can subscribe desired Therapists who wish to utilize this tool. The point and click features allow you to save time with administrative tasks and focus more on your Clients. You'll be able to move through your Treatment Plans and Notes quickly allowing you to better serve your Clients.

 NOTE:  When your subscription is changed mid month (or mid year), we do not automatically charge you on that subscription change date - we wait to charge you until your Renewal Date. At that time you are credited for any unused time on the previous plan, charged for remaining time on the new plan, and then charged the full amount for the upcoming month/year. Subscriptions are charged in advance for the month to come.

1. Click Organization & Manage Subscription from the left menu.
2. Click the Wiley Practice Planners Subscription tab
3. Search for and select appropriate staff member who will show as Added.
4. Click Subscribe or Update Subscribed Staff List.
   
   
    
5. Click Update My Subscription to confirm changes.
   
   

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Subscribe Providers & Staff to ePrescribe with Ensora eRx

You must subscribe/add a Provider to the system AND complete the Provider registration. Doing so will initiate the Identity Proofing Process. 

Ensora eRx is an integrated solution for ePrescribe and medication management. Before your Providers can Register for Ensora eRx you need to add them to Ensora eRx. As soon as you subscribe a Provider, they will receive an alert  with a link to complete registration with Ensora eRx. They will need to enter prescriber information, upload documents and verify their identity. 

Subscribe to Ensora eRx for the First Time

1. Navigate to the Organization tab and
2. Select Manage Subscription.
    
    
3. Click the Ensora eRx tab.
    
   
   
   
    
4. Select an option to contact support about getting started with Ensora eRx.
   • Click the Chat tab to chat with support.
   • Click the Our Support Team link for more ways to contact support. 
      
     
      

Add Additional Providers to ePrescribe

1. Type in a Provider name under ePrescribe Subscription.
   
    
2. Confirm or enter missing Provider information.

   NOTE: Select Nurse or Admin ePrescribing role for users who need access to Ensora eRx but don't need to do Identity Proofing. 

    

    

   • Default Location & Address pulls in from the Location listed on the Provider Profile.
   • Organization Name & Address pulls in from the Organization tab.
   • Fax Numbers are required fields.
     
      
3. Confirm Provider NPI and DEA Number.
4. Enter in additional License Number and License State.
5. Click Submit. The Provider will receive an alert in the system with a link to complete the registration.
   
    

Repeat steps 1-7 for each Provider who will use ePrescribe in the system.

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Subscribe & Add Therapists to Client Portal

If you would like to utilize our additional Client Portal features (Secure Messaging and Client Self-Scheduling), you will need to subscribe Therapists. Once you have subscribed your Therapist(s) you will need to enable these features in your organization settings. Learn More: Enable Client Portal Features and Settings

Click Organization in the primary navigation bar.
Client Portal from side menu.
Click Subscription tab.
In Add Staff search field, search for and select the Staff Members you want to grant access.
Staff Member displays as Added.
Click Update Subscribed Staff List to save Changes.
Added Therapists can now access and send Secure Messages and have Clients Self-Schedule.

Archive Plan

Most states require you to keep your client's data for 7 years or more depending on the state you practice in. This is mandated to you by the state and not the software. Just as if you were using paper records in a brick-and-mortar office you would not expect the office to keep your paper records for 7 years after you close up shop. Same thing with the software. However, we do have a plan that will allow you to store your data for as long as you need. Please reach out to support for pricing. 

This plan will not show as an option until you have archived all your clients in the system. Learn More: Archive/Unarchive Clients

You will not be able to access support on this subscription plan. 
 

Make sure you have canceled add-ons such as Wiley and Telehealth. Cancellation does not happen automatically upon subscribing to the Archive Plan and you will continue to be billed for those services.

Subscribe to Archive Plan

1. Ensure all your Clients are Archived.
2. Click the Organization tab in the primary navigation bar.
3. Click Manage Subscription in the side navigation.
    
    
4. Click Active Client Plan under the Subscription tab. 
   
5. Click Edit Subscription.
    
6. Click Change.
   
7. Click the Active Client Plan dropdown.
8. Select Archive Plan (0 Active Clients).
      
    
9. Select Billing Frequency.
10. Click Update.
     
     
11. Click Update Subscription.
     
     

    NOTE: Contact support to remove the connection and avoid a monthly charge on future invoices.

     

Access Archived Clients while Subscribed to Archive Plan

You can access one client at a time while subscribed to the Archive Plan. It must be done from the Clients tab.

1. Click Clients on the main navigation.
2. Click the Archived button to view the list of clients.
3. Select the checkbox for the Client you wish to view.
4. Click the Unarchive Client(s) button.
   
    
5. Click the Active button to access Client Details and information.
6. Re-archive the client to maintain your Archive Plan or to access another client's records.

 NOTE:  If you check more than one client or additional clients after the first client unarchived you will receive a notice that you've reached your limit.


 

Renew Your Subscription

To begin using the system again, follow the steps in reverse order.

1. Click Organization tab in primary navigation bar.
2. Click Manage Subscription in side navigation.
3. Click Monthly or Annual toggle to see desired plan.
4. Find the desired plan and click the Subscribe Now.
   
    

Unarchive Clients

1. Click Clients on the main navigation.
2. Click the Archived button to view the list of clients.
3. Select the checkbox at the top of the Client table to select all.
4. Click the Unarchive Client(s) button.

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Pause Subscription

You can suspend your account twice per the life of the account for up to three months each time. During this time:

• Organization Administrators will only be able to access the Organization > Manage Subscription page. You will not be able to access your Client Data.
• Non-Organization Administration Staff will not be able to login at all.

If you decide to suspend your Subscription all of your data will be preserved until you resume your subscription. You will not be charged while your account is suspended.

The Account will automatically be reactivated at the end of the chosen suspended period.
 

1. Click Organization tab in primary navigation bar.
2. Click Manage Subscription in side navigation.
    
    
3. Click Active Client Plan under the Subscription tab. 
   
4. Click Pause Subscription.
    
    
5. Select the number of Days you are pausing your subscription for.
6. Click Pause Subscription.
    

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Cancel Subscription

Thinking of canceling your subscription? We're sorry to see you on this page — we truly value you as a customer. Before you cancel, here are a few important things to consider:

Need a break instead?
Pause your Subscription:
Temporarily pause your account without losing your data.

Closing your practice?
Archive Plan: We can securely store your client data for you. Learn more about the Archive Plan inside your account.

Before Canceling:
You may want to export your client data for your records.
 

Contact Support

If you need help with anything or are still deciding, our Customer Care team is happy to explore options and solutions with you — feel free to reach out before canceling! Whether it's billing questions, account changes, exporting data, or anything else in the system, our Customer Care team is ready to support you.

Live Chat:
Chat with a Customer Care Specialist inside your account.

Email:
MentalHealth.Support@ensorahealth.com

Phone:
1-800-867-7405
 

Cancel Your Subscription

There is no fee to cancel your subscription before your renewal date.
 

1. Click Organization tab in primary navigation bar.
2. Click Manage Subscription in side navigation.
    
    
3. Click Active Client Plan under the Subscription tab. 
   
4. Click Cancel Subscription.
    
   
    
5. Review Cancellation information and answer required cancellation questions, then click Cancel My Account.
    

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Add or Update Payment Information

You can pay for your subscription via your bank account or a credit/debit card. ACH Payments are currently only available for US customers. 

If you have multiple payment methods on file, you can indicate which one is the Primary payment method. This will be used as the default payment method for your subscription. You can change the primary payment method or add a new payment method at any time. 

1. Click the Organization tab in primary navigation bar.
2. Click Manage Subscription.
    
    
3. Click Payment Methods.
    
    
4. Click Add New.
    
    
5. Click Credit Card to Add a Credit Card, or Click Direct Debit to set up ACH.
   • Credit Card: Enter Card Number, Expiration Date and CVV, then click the Add button. 
   • Direct Debit: Enter First Name and Last Name, Click the Set up ACH button, then follow the prompts to connect your accounts. You will be connected to a secure billing platform where you can enter your banking information. 

     NOTE: Adding ACH information may take up to 15 days to process. When adding a checking account, a micro-deposit will be made to verify your account.

      

     
      

View and Download Invoices

You can view and download Invoices in the Manage Subscription section using the the Billing History Link. You can also download a pdf copy of each invoice. 
 

To change the email address where invoices are sent, send a written request for the change. The request must come from the subscription owner.
 

1. Click Organization tab in primary navigation bar.
2. Click Manage Subscription.
    
    
3. Click Billing History.
    
    
4. Invoices are listed by date.
   • Click the Scroll Bar to locate an older invoice.
   • Click Download to download a a pdf copy of the full invoice.
      

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