Managing your client roster is simple in Practice Better. You can adjust your clients' portal access whenever needed by deactivating or reactivating their accounts directly from the My Clients page. Whether you're working with one client or many, these tools help you maintain control over who can access your services while preserving their records and progress.
In this article:
- Deactivating Clients
- Understanding Deactivation vs. Deletion
- Reactivating Clients
- Updating Client Account Status in Bulk
Deactivating Clients
When you deactivate a client, you're removing their ability to log in and interact with their portal. This is helpful when a client completes their program or takes a break from services, but you want to preserve their records for potential future work together. Think of deactivation as archiving — everything stays intact, but access is paused.
📍 Please note: Deactivated clients still count toward your subscription plan limit. If you need to free up space on your plan, consider deleting their account instead — but only after you've backed up their data, as deletion is permanent.
What happens when you deactivate a client
Deactivated clients lose access to the Client Portal immediately. They can no longer view their recommendations or protocols, and they won't be able to post entries to their journals. However, their profile remains intact in your practitioner portal, so you can still review and update information in their file whenever needed.
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Sessions: Scheduled appointments remain on the calendar, but if an appointment uses Practice Better telehealth, your client won't be able to join the session unless you reactivate them first.
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Packages and Programs: If your client is enrolled in a program or has an active package, their progress is preserved but paused — they won't be able to continue until they regain portal access.
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Client Notifications: Deactivated clients won't receive most automated email notifications from Practice Better, including session reminders and notifications about protocols, tasks, or session notes.
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Forms: Deactivated clients can still receive and complete forms you send them, since forms are accessible outside the client portal through a direct link sent by email.
- Payments: Practitioners can still process payments for deactivated clients. If their payment method is saved (for example, as part of a payment plan), they may still be charged at your discretion.
📍 Please note: Clients are not notified when you deactivate their account. If you'd like them to know about the change, you'll need to communicate this separately.
Steps to Deactivate a Client
- Go to My Clients (view all).
- Click the 3 dots for More Options to the right of a client.
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Select Deactivate.
- Confirm the deactivation.
Understanding Deactivation vs. Deletion
It's important to understand the difference between these two options so you can make the right choice for your practice.
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Deactivating a client is like archiving them. Their complete client record — including all data, journal entries, protocols, session notes, and files — remains in your practitioner portal for reference. The client simply can't log in to their portal until you reactivate them. Deactivated clients still count toward your plan limit and appear in relevant reports.
- Deleting a client completely removes their data from your portal and, after 30 days, from the Practice Better platform entirely. This action is permanent and irreversible. Only delete a client record if you have a complete backup of their data stored elsewhere and are certain you won't need their information in Practice Better again.
Reactivating Clients
Bringing a client back is just as straightforward. Reactivating a client restores their full access to the Client Portal, allowing them to pick up right where they left off. Nothing is lost during deactivation — reactivation simply turns their access back on.
What clients can do once reactivated
Once you reactivate a client, they regain the ability to log in to their client portal, join Telehealth video sessions, post journal entries, send Secure Messages, receive Instant Alerts, and view their session notes, protocols, and any shared documents. All their previous data — journal entries, messages, and documents — reappears exactly as it was. If they were enrolled in a program or had an active package, they can continue their progress seamlessly.
Clients can log in using their existing credentials without needing to reset their password. However, they won't receive an automatic notification about reactivation, so you may want to send them a message letting them know their access has been restored.
Steps to Reactivate a Client
- Go to My Clients.
- Click Activate next to your client’s name.
- Confirm the activation.
If you have many clients and need to find a specific one to reactivate, click on the Deactivated Clients filter to view all clients who have been deactivated.
This will help you quickly locate the client you wish to reactivate.
Updating Client Account Status in Bulk
When you need to update multiple clients at once — perhaps at the end of a group program or seasonal transition — the bulk action feature saves you valuable time.
- Click the Select Multiple button in the top-right corner of the My Clients page.
- Check the boxes next to clients you want to update.
- Click the corresponding button near the top-right to either Activate or Deactivate the selected clients.
- Confirm your choice.
This bulk management option helps you efficiently maintain your client roster without having to process each account individually. If you ever have questions or need additional support, our team is here to help you make the most of Practice Better's client management features.