If you've selected Client Pays, your client will receive a secure referral link where they can:

The referral will not progress until these required steps have been completed.

If your client does not complete payment, the referral simply remains pending.

No testing will be arranged until payment has been successfully completed.

You can monitor the referral status at any time through your Practitioner Platform.

Yes.

Your client can return to their referral and complete the required steps at a later time.

Once payment has been completed (where applicable), the referral will continue through the normal testing pathway.

Some clients may have questions before completing their referral.

Depending on your workflow, they may contact either:

If additional assistance is required, we're always happy to help.

If you've selected Practice Pays, your client is not asked to make payment through the Vively platform.

Instead, your practice's nominated payment method is charged and the referral continues through the normal testing pathway.

Yes.

If your client has misplaced or cannot find their referral email, you can resend the referral from the Practitioner Dashboard.

Yes.

The Practitioner Dashboard allows you to track the status of each referral, including whether your client has completed the required onboarding steps.

A referral that has not been completed may remain pending until the required steps are completed or the referral is cancelled.

If you have questions about a pending referral, please contact Practitioner Support.

Once a referral has been submitted, it cannot be edited.

If changes are required, please contact Practitioner Support for assistance.

If a client is experiencing difficulties completing payment or progressing their referral, we're here to help.

📧 Email: contact@vively.com.au

Our Practitioner Support team aims to respond as quickly as possible during business hours.