If a payment for one of your sessions fails, our payment system will automatically make two attempts to process your payment. If after the second attempt, your payment has continued to fail, our system will temporarily block your account from being able to make further session bookings and will cancel any future bookings you may have already booked. You will be notified by email and SMS if this is the case.

When you log back into your account you will see a notice on your dashboard to advise that you are unable to make further bookings until you have paid the outstanding session. Once you have successfully paid for the outstanding session, you will receive an email confirmation that you can now make future bookings. Your cancelled sessions will not automatically be re-booked, and therefore please book in with you Psychologist to continue your sessions.

Alternatively, you may have an outstanding invoice to pay. This could be regarding a late cancellation, non-attendance, unpaid session or documentation request. Please reach out to our Customer Success Team to check if there is anything outstanding on your account.

To prevent your account from being blocked please ensure that you have funds in your nominated account prior to your session, and/or pay any invoices in a timely manner.