If you can't find a client in the Vively Practitioner Platform, there are a few things to check before contacting Practitioner Support.

Go to Clients in the Practitioner Platform and search for your client.

Make sure you're searching using the details associated with their referral, such as their name or email address.

Double-check the spelling, particularly if you're searching by email address.

If you've recently referred the client, confirm that you completed the referral process successfully.

If the referral wasn't completed, the client may not yet appear in your client list.

Each practitioner has their own individual Vively Practitioner Platform account.

If multiple practitioners from your practice use Vively, a client referred by another practitioner may not appear within your account.

Make sure you're logged in using the practitioner account that created the referral.

If you believe the client has already been referred through Vively, avoid creating another client or referral simply because you can't locate them.

Instead, contact Practitioner Support so we can check the existing client and referral first.

This helps avoid creating duplicate client records.

If you've checked the steps above and the client still isn't appearing, please contact Practitioner Support and we'll investigate.

When contacting us, please provide the client's name and email address, as well as the approximate date the referral was created if known.

📧 Email: contact@vively.com.au

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