Signing in

Accept your invitation#

NeatPractice accounts are invitation only. When an administrator adds you, you get an email from NeatPractice. Open the link, choose how you want to sign in (email and password, or your work Google or Microsoft account) and finish the prompts. The invitation link works once.

Signing in later#

Go to the NeatPractice website and click Sign in at the top of the page. If you are already signed in, opening the website's home page takes you straight to your dashboard. To visit the website from inside NeatPractice, choose Website from the menu under your name.

If Signing you in or Checking system status stays on screen for more than a few seconds, NeatPractice says it is taking longer than usual and offers Try again. The page also carries on by itself once NeatPractice answers, and you stay on the page you opened.

Working for more than one clinic#

One sign-in can belong to several clinics, for example a therapist who contracts with two practices. Each clinic invites you with the same email address and you accept each invitation with the same sign-in (the same password, or the same Google or Microsoft account). Each clinic gives you its own role, seat and location access, and you only ever see the clinic you are signed in to.

When you belong to more than one clinic, the sign-in page asks which clinic you want to work in. The menu under your name always shows the clinic you are in, and the location switcher lists only that clinic's locations.

Switching clinics#

1. Open the menu under your name and point to Switch clinic. It lists your clinics, with a check next to the one you are in.
2. Choose another clinic. NeatPractice opens that clinic's dashboard without asking you to sign in again.

Other NeatPractice tabs open in the same browser move to the new clinic too, so you never work in two clinics at once. If the clinic you chose asks for its own sign-in, for example single sign-on or two-step verification, NeatPractice takes you to that sign-in instead. If NeatPractice cannot move you directly, it signs you out and takes you to the sign-in page, where you pick the clinic. Your clinic's audit log records each switch.

Two-step verification#

Two-step verification adds a code from an authenticator app after your password. Your clinic decides whether it is required: when it is, NeatPractice asks you to set it up at your next sign-in and you cannot turn it off. When it is not, you can turn it on yourself in your profile.

Set up your authenticator#

1. On Secure your account, click Set up authenticator. For optional setup, open your profile and click Enable 2FA.
2. Open your authenticator app and scan the QR code. If you cannot scan it, enter the setup key in your app; Copy setup key copies the full key.
3. Enter the six-digit code from your app, then click Verify & Enable. NeatPractice opens your workspace after the code is verified. If the code fails, enter the current code from your app and try again.

Cancel closes setup without enabling verification. When your clinic requires it, you must finish setup before you can access your workspace. You can also choose Sign out and return later.

Forgotten password#

Choose Forgot password on the sign-in page, or ask a clinic administrator to send you a reset email from Setup > People and access > Users. Signed in already? Change Password on your profile sends you the same email. After several wrong passwords in a row, sign-in pauses for a while to protect your account.

Changing your sign-in email#

Your sign-in email is the address you sign in with and where NeatPractice sends your notices. It belongs to you, not to one clinic: if you work for several clinics, all of them follow the change.

1. Open your profile and, under Sign-in Email, click Change Email.
2. Enter the new address and click Send Code. NeatPractice emails a six-digit code to the new address.
3. Enter the code and click Change Email. If you use 2-step verification, also enter the code your authenticator app shows now.

Nothing changes until the codes are entered. The email code works for 15 minutes; Send New Code sends a fresh one and the older code stops working. After five wrong codes (email or authenticator), start again from Change Email. An address another NeatPractice account already uses cannot be chosen.

Once the change is made, NeatPractice emails your old address to say so, and each of your clinics records it in its audit log. From then on, sign in with the new address: with your password, or with a Google or Microsoft account that uses the new address.

Trouble signing in#

Work through these checks before asking for help:

• The email is not recognized. Check the address for typos and extra spaces. Use the address your clinic invited, or the one you changed it to. Your clinic administrator can see it on the users screen.
• The password is refused. Passwords are case sensitive, so check Caps Lock. A browser or password manager may be filling in an old password; type it yourself or update the saved one. Still refused? Use Forgot password.
• No reset email arrives. Check spam and junk folders, and that you asked with the address you sign in with. A reset link works once; ask for a new one if it was already used or has expired.
• Sign-in paused. After several wrong passwords, wait a few minutes before trying again, or reset your password.
• No authenticator code. Use the current code from your app, and check that your phone's clock is set automatically. If you lost the phone or the app, ask a clinic administrator to reset your sign-in.
• A page says your clinic allows sign-in only from its own networks. Your clinic limits network access. Connect from the office, or ask an administrator to allow you from any network.
• The page keeps loading or looks broken. Make sure your browser is supported and up to date, then try resetting the app.

If none of these help, ask your clinic administrator. They can send you a password reset, sign out your devices and open a support request for you; never send your password or patient details to anyone.

Keeping your account safe#

Your clinic's patient information is only as safe as each person's sign-in:

• Use your own sign-in only. Never share your password or let a coworker work under your name; each person gets their own invitation.
• Choose a password you use nowhere else, and turn on two-step verification even when your clinic does not require it.
• Sign out of shared or public computers when you leave, and review Signed-in Devices on your profile from time to time.
• Keep your browser and computer up to date, and do not let the browser save your password on a computer others use.

When you cannot sign in#

Start with your clinic's administrator: they can send a password reset, reset your two-step verification, invite you again or turn your account back on. If that does not help, or you are the administrator, open Contact support from the Support link at the bottom of the NeatPractice website (or Trouble signing in? on the signed-out page). You do not need to sign in to use it.

1. Enter your Name and the Email you sign in with, and your Clinic name if you know it.
2. Choose a Topic and describe what happens in Message (up to 1,000 characters).
3. Click Send to support. Support replies by email, usually within one business day.

If the form does not send, write to the support email address shown beside it instead.

Training and documents#

Your profile also lists what the clinic asks of you:

• Training and Policies: the courses assigned to you, with their due dates. Click Complete on a row, read the policy or instructions, answer the quiz or upload your certificate when the course asks for one, then type your full name to sign. A quiz below the passing score stays open for another try. You are reminded a week before a course is due and again once it is late.
• My Documents: for providers, the documents you must keep on file. Choose Upload copy to add a new copy; it counts once an administrator approves it, and you are notified either way.

Setting up your clinic#

The first time someone from a new clinic signs in, NeatPractice prepares the clinic's workspace. You see a Setting up your clinic page while this runs; it usually takes less than a minute. Keep the page open and it continues to NeatPractice on its own when the clinic is ready.

If setup cannot finish, the page says so. Contact NeatPractice support, then click Try again once they let you know the clinic is ready.

Signed-in devices#

Your profile lists each browser signed in to your account in this clinic under Signed-in Devices: the device, its IP address, when it signed in and when it was last active. The one you are using is marked This device. Open the menu on a row and choose Sign Out to end a session you do not recognize; it signs out within a few minutes.

To end them all at once, for example after losing a phone or laptop, click Sign Out Everywhere above the list and confirm. Every device signed in to your account signs out, in this clinic and in any other clinic you belong to, the one you are using included, and your remembered devices ask for a code again.

When you sign in from a browser or network you have not used with NeatPractice before, you get an email naming the device and network. If it was not you, sign that device out and reset your password.

Remembered devices#

When your clinic asks for a verification code to sign documents, the sign dialog can offer Remember this device for 30 days. Tick it with your code and that browser signs without a code for the next 30 days.

Each person is remembered on their own, so on a computer several people share (a front desk workstation) one person ticking the box never lets anyone else skip their code. Remembering a device still means anyone who opens your session on it can sign as you, so sign out of a shared computer when you leave it.

Your profile lists these browsers under Remembered Devices: the device, when you remembered it, when it last skipped a code and when it expires. Open the menu on a row and choose Forget to ask for a code there again, for example for a lost laptop. These all forget every remembered device:

• Resetting your password, whether you start it from your profile or from Forgot password on the sign-in page (a reset finished there is picked up within a few minutes).
• Resetting your two-step verification.
• Sign Out Everywhere, or an admin signing you out of every device.

The verification code that protects the owner's full data export is always asked for, even on a remembered device.

Voice models#

When your clinic turns on dictation or read aloud, your profile shows Voice Models: each model, its size and whether this browser has it (Not downloaded, Downloading with a percentage, or Ready). Click Download now to fetch a model before you need it, for example before you go somewhere with a slow connection, or Remove to free the space; it downloads again the next time you use it. Models stay in the browser you downloaded them in, so another computer or browser downloads its own copy.

Below the list, choose the Read aloud voice (four English voices) and Read aloud speed. They follow you to any computer you sign in on.

Signing out#

NeatPractice signs you out after a period without activity to protect patient information on shared computers. Your clinic sets how long that period is; it is 15 minutes unless an administrator changes it (see clinic settings). One minute before, NeatPractice shows a warning; click Stay signed in to keep working.

Choose Sign out from the menu under your name when you leave a workstation.