There are two main reasons your account may have been blocked. Find the one that applies to you below.
A session payment failed
If a session payment is unsuccessful, our system will automatically make a second attempt to process the payment. If both attempts fail, your account will be temporarily blocked from making new bookings and any future sessions already booked will be cancelled. You will be notified by email and SMS if this happens.
When you log back in to your account, you will see a notice on your dashboard advising that bookings are unavailable until the outstanding payment has been made.
Once your payment has been successfully processed, you will receive an email confirmation that your account has been reopened and you can make new bookings. Please note that any cancelled sessions will not be automatically rebooked. Please contact your psychologist directly to reschedule.
You have an outstanding invoice
You may have an outstanding invoice relating to a late cancellation, non-attendance, an unpaid session or a documentation request. Please reach out to our Customer Support team to check if anything is outstanding on your account.
How to avoid your account being blocked
Make sure your nominated account has sufficient funds before your session.
Pay any outstanding invoices promptly.
Contact our support team at [email protected] or on 02 9090 4730 if you need help resolving an outstanding payment.