If you've sent a referral through the Vively Practitioner Platform but your client hasn't received the invitation email, there are a few quick things to check.
1. Check the client's email address
First, confirm that the email address entered for your client is correct.
Even a small typo can prevent the invitation from reaching them.
You can check the client's details from their profile within your Practitioner Dashboard.
2. Ask your client to check their spam or junk folder
Occasionally, email providers may direct automated emails into Spam, Junk or Promotions folders.
Ask your client to search their inbox for Vively and check these folders.
3. Resend the invitation
If the email address is correct but your client still can't find the invitation, you can resend it from the Practitioner Dashboard.
Open the relevant client or referral and select the option to resend the invitation.
Your client can then use the new email to continue their referral.
4. Check the referral status
You can monitor your client's referral from the Practitioner Dashboard.
If the referral is still awaiting action from the client, this can help confirm that they haven't yet completed the required onboarding steps.
What does my client need to do after receiving the invitation?
Depending on the referral and who is paying, your client may be asked to:
review the referral
complete payment, where applicable
create their Vively account
provide any required information and consent.
Once the required steps have been completed, the referral can progress to the next stage.
Still having trouble?
If you've confirmed the email address, checked spam and junk folders and resent the invitation but your client still hasn't received it, please contact Practitioner Support.
To help us investigate quickly, include the client's name and email address associated with the referral.
đ§ Email: contact@vively.com.au
Our Practitioner Support team aims to respond as quickly as possible during business hours.