CFIR ClientConnect Support

This form provides support tips and if you are still experiencing difficulties, please submit it at the end.
To speed up the resolution process, we will ask information and if you performed some basic actions. Please try them: that will be quick and easy.
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Tell us how we can help you today!

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Login Page Unreachable

If trying to log in to https://cfir.client-connect.org your web browser returns a message that the page cannot be found:
  • Ensure you do have an active internet connection. Open another browser tab and try to access a page you rarely or never access like Yahoo in France : www.yahoo.fr If you can reach www.yahoo.fr then you do have access to internet and it is the ClientConnect page that is in trouble.
If you determined you do have an active internet connection, please CLICK NEXT and ensure you submit the form. We will immediately open a ticket with ClientConnect Support as this is possibly a widespread problem.
If you get the same message attempting to reach www.yahoo.fr as https://cfir.client-connect.org, you may have internet connection problems. Try to access another page: if that other page still cannot be reached, we suggest you reboot your device and/or contact your internet service provider.
We thank you in advance.
Check an option regarding "Login Page Unreachable" situation

I would like to register but I was not provided credentials.

If you were not provided with a ClientConnect registration email and you are a new confirmed client, then please fill out these questions and we will send you the activation email.

Password doesn't seem to work

If you haven't accessed ClientConnect in a while or if you switch from a laptop to a smartphone and back to a laptop, if you use private browsing or if your browser does not collect cookies the system may require you to retrieve an email with a 4-digit PIN to validate it is really you accessing your account. This is a common security feature to protect sensitive information.
If you did not receive the 4-digit PIN email or if you cannot locate it (possibly sitting in the Spam or Junk folders), we'll be happy to help you further.
Please check one of the options below and submit the form.
Check an option regarding your password problem

There's a problem with the Date of Birth

If you did not previously provide your Date of Birth via the Initial Intake or the Free Consultation forms, the system may have defaulted the date of birth to 01/01/1930 or January 01, 1930. You may attempt to use 01/01/1930 if your real Date of Birth does not work.
Try with our suggestion and please submit the form with your results even if you no longer need our help with this.
Check an option regarding the Date of Birth problem

I'm seeing the error ” Post Not Supported (405)”

The error ” Post Not Supported (405)” refers to the type of web browser being used. ClientConnect works with the latest stable version of the following browsers on a desktop or laptop:
Google Chrome
Firefox
Microsoft Edge (Windows OS only)
Safari (Mac OSX only)
We suggest to clear the history/cache and try again or use another browser. 
If you are on a smartphone, tablet or a mobile device and it keeps giving you this error, please try to activate from a laptop or a desktop computer. Once activated you may use your mobile device to access ClientConnet.
Try with our suggestion and please submit the form with your results even if you no longer need our help with this.
Check an option regarding the Post Not Supported (405) problem

I am the parent of a child or dependant and I need to manage their ClientConnect account

In ClientConnect this is knows as a "Surrogate". Surrogacy will allow you to manage your dependant’s appointment, pay invoices, receive their documents, communicate with their therapist, etc., as if it were your own account.
Once you are added as a surrogate (only 1 parent can be a surrogate on an account), the system will ask you to choose if you want to log in your own account or in that of the surrogate account.
Please answer the questions below so we can set Surrogacy for you.
Do you require Surrogacy?

I am a Surrogate and I can't log in

Once you are added as a surrogate (only 1 parent can be a surrogate on an account), you can log in with your own userid and password. Once logged in, the system will ask you to choose if you want to log in your own account or in that of the surrogate account.
Please try again with your own credentials and answer the question below.
Check an option regarding the Surrogate Login problem

My ClientConnect account has been closed and I did not initiate this closure

As a security measure, ClientConnect accounts that recorded no activity or logins for 180 consecutive days (about 3 months) will be closed automatically.
Every time an account is closed an email is sent to the mail user of the account confirming the closure. If you reply that you did not initiate this and you still require access to your account, our Administrative staff will contact you promptly and will provide a new activation link.

Check an option regarding the ClientConnect Closure situation

When I click on MY SERVICES, I see someone else's name

(A) If you see someone else's name and that name is either that of your dependent, your spouse or someone you should be attending sessions with, then:
Verify that the email you entered is yours
Click NEXT to submit this form so we can evaluate which correction is required

(B) If you see someone else's name and that name IS NOT that of your dependent, your spouse or someone you should be attending sessions with, then:
IMMEDIATELY LOG OUT OF CLIENTCONNECT
Click NEXT to finish populating this request, ensure to leave us your phone number and indicate the best time to call you back.
Check an option regarding the Name problem

When I click on MY SERVICES, I see the wrong therapist name and/or service name

If you see another therapist's name or you see "Assessment" instead of "Counselling" or vice-versa, then:
Click NEXT to continue filling out this form and tell us in the "Comments" field what you believe should be the correct information.
Please submit this form so we can evaluate which correction is required

When I click on ABOUT ME, some fields are empty or the data showing is incorrect

It is possible that some errors may have occurred during the initial data collection or that fields may have not been filled out.
You can modify several fields through the ABOUT ME section such as your date of birth, gender, ethnocultural identification, the best moments of the day to reach you, your preferred pronouns, edit the current address or add another one, add a new contact or edit an existing one, etc...
There could be other information that cannot be modified via the ABOUT ME. If this is the case, please start a TECHNICAL PROBLEMS inquiry: from the main ClientConnect page, at the very bottom, click on TECHNICAL PROBLEMS and select the option "I am having trouble doing this one thing and need some help on it.". You can add all the details necessary.


My ClientConnect account has been closed and I did not initiate this closure

As a security measure, ClientConnect accounts that recorded no activity or logins for 180 consecutive days (about 3 months) will be closed automatically.
Every time an account is closed an email is sent to the mail user of the account confirming the closure. If you reply that you did not initiate this and you still require access to your account, our Administrative staff will contact you promptly and will provide a new activation link.

Check an option regarding the ClientConnect Closure situation

When I click on MY ACCOUNT then INVOICES, I do not see my invoices prior to January 31, 2022

Invoices dating January 31, 2022 and prior are in another system. It is not currently possible to import them into ClientConnect due to the complexity of the process and potential errors we want to avoid.
Should you need a copy of those invoices, please click NEXT and indicate in the Comments field the dates and if they were under your name or someone else's name.

I have an appointment later today or this week and I do not see my invoice

As a general rule, invoices are generated at the onset of the appointment by your therapist. This means that they will become available either just prior, during or right after the session. You can find them in ClientConnect under MY ACCOUNT / INVOICES tab. Once located, simply click on the invoice (❸ below) and a new window will open.
If you don't see your invoice after the session, please click on "START A DISCUSSION WITH..." your therapist in ClientConnect under MY SERVICES / OVERVIEW tab; it is possible they did not generate it yet.
Discussions initiated via ClientConnect are fully encrypted and secure communications.
When it comes to invoices for ASSESSMENTS, it is very possible that the invoice(s) are ready prior to the session. In this case, they would be showing in ClientConnect under MY ACCOUNT / INVOICES tab.

*** IMPORTANT NOTE ***
The invoices you see in the MY ACCOUNT section contain a lot of detailed information that would be unnecessary for insurers. It is preferable you do not provide those in order to avoid potential investigations or delays in your insurance claim processing.
Once an invoice is fully paid, you will receive in ClientConnect a document that can serve as official receipt. That document will have all the prescribed information to submit to your insurer. This will be made available within hours of the invoice being fully paid. It will come to you via the INBOX and the subject of the communication will be "SENT: Document".

Check an option regarding "I do not see my invoice" problem

When do I get the official receipt that I can submit to my insurer for refund?

The invoices you see in the MY ACCOUNT section contain a lot of detailed information that would be unnecessary for insurers. It is preferable you do not provide those in order to avoid potential investigations or delays in your insurance claim processing.
Once an invoice in the MY ACCOUNT section is fully paid, you will receive in ClientConnect a document that can serve as official receipt. That document will have all the prescribed information to submit to your insurer. This will be made available within hours of the invoice being fully paid. It will come to you via the INBOX and the subject of the communication will be "SENT: Document".
Check an option regarding "When do I get my official receipt" question

There seems to be an error on an invoice or a payment. How do I have it checked?


If you believe there might be an error with either your invoice or payment, please click on either the invoice or the payment under MY ACCOUNT / INVOICES tab, then click on START A DISCUSSION WITH OUR ACCOUNT DEPARTMENT.
Discussions initiated via ClientConnect are fully encrypted and secure communications.

How do I get an account statement?

If you with to consult or print your account statement, click on PRINT YOUR STATEMENT under MY ACCOUNT / INVOICES.
You will then be presented with a selection for showing only what is still unpaid as of a certain date, or all the transactions for a specific period.
Check an option regarding "How do I get my account statement" question

Can I print the official receipt or save it in pdf format?

Yes it is possible!
Depending on your device’s operating system it may show different options.
Once the original invoice is fully paid, the official receipt for insurance purposes will come to you via the INBOX and the subject of the communication will be "SENT: Document".
Start by clicking on the communication titled "SENT: Document". Then click VIEW THE DOCUMENT button. Then click PRINT THIS ASSESSMENT button. You will be then presented with the official receipt.

If you are on a MAC:
From your browser's menu choose either:
File > Print... (to print) and select your printer
File > Export as PDF, OR File > Print... > PDF > Save as PDF
Type a name for your file and a location to save, and click Save.

If you are on WINDOWS:
From your browser's menu choose either:
File > Print then Click Print.
Choose Adobe PDF as the printer in the Print dialog box. Type a name for your file and a location to save, and click Save.

If you are on an iPHONE or iPAD:
Once the document is open in the web browser:
Click the arrow at the bottom of the screen (“share” function)
You should now see the document title as “Penelope Case manage….”
Then just under the title locate “Options” and click on it
Select PDF as a format, then click OK
From here you can swipe through all the options: you can either email it to yourself using your email client, save it on your iPad or in iCloud, print, etc…
Check an option regarding "How do I print or save the official receipt" question

I'm in Couples therapy or Family therapy and I cannot see my invoices.

Yes it is possible you don't see them depending on how your couple or family file was originally set up.

PRESENTING PARTICIPANT
There is only 1 (one) Presenting Participant per couple or family account. 
The Presenting Participant is to be considered the main individual identified as responsible for the financials but also, they are the only ones who can cancel an appointment through ClientConnect that was made for the couple or the family. Same goes for invoices and payments.
Luckily it is easy to change who is the presenting participant. Please send your request to your therapist through a discussion within ClientConnect.

SPLIT FEES
It is possible to set your account to have your invoices show the fees being split between the members of the same account. We can also set up a specific percentage for each individual: we can accommodate any percentage attribution such as 50%/50%, 80%/20% or even 40%/30%/30% for exemple. It is up to you to let us know how you would like the amounts to be divided.
Your final invoice document suitable for your insurance will show the amounts charged for each individual of the account.
Should you wish to have your invoice charges split between the members of your account, please send your request to your therapist through a discussion within ClientConnect.
Split Fees Note: 
Each member will receive a separate invoice number showing the names of the participants that were present, and the fees attributed to each of them just as if it were a unique invoice for couples or family. 
Each member will have to process payment through their own ClientConnect account. This means even if one of the members pays their part and that of the second member, the overpayment will remain in the first account. The second member will not see their invoice marked as paid.

How can I pay for my invoices?

Depending on the payment method, you can pay directly through ClientConnect, via our website payment page or by Interac E-Transfer via your financial institution.

Payments via ClientConnect

Credit cards or Debit cards
(Your therapist might not accept credit card payments. Please verify with them as to which payment types they accept.)
It is the easiest way to pay for an invoice and it is also the fastest way to get your official receipt for insurance purposes. Payments are applied automatically and immediately to your invoice.
ClientConnect payment gateway is linked to PayPal. You can use this method even if you don't have a PayPal account.
  • click on MY ACCOUNT
  • click on the INVOICES tab, you will be able to do the same but also you will find all of your payment receipts once posted in the system.
After you made a payment, please DO NOT hit your browser's "Back" button: this will result in a duplicate payment not linked to any invoice. Instead, ensure you return to your ClientConnect portal, in MY ACCOUNT select the next invoice to pay, and click "Pay this invoice".

Payments via www.cfir.ca/payments

PayPal payments : credit cards, bank account debits (with or without a PayPal account)
This payment method is not directly applying your payment to the invoice: we have to manually apply the payment. This will result in delays of a few hours to up to 2 or 3 business days before you receive your official receipt for insurance purposes.
If you are not paying with a credit card via Paypal, you may be prompted to login to your own Paypal account. If you do log in to your Paypal account, please ensure you use the email toronto.admin@cfir.ca to send the payment to if prompted. Any other email address would result in a lost payment or having to process a refund.
Please enter the CFIR invoice number, date as well as the name of the client that appears on the invoice.
You can also add other pertinent comments.
Although some client have seen charges in US dollars in the past, when you are brought to the payment page where you enter your information the amount will show and will be charged in Canadian dollars.

Payments by Interac E-Transfer

If your therapist does not accept PayPal or Credit Cards, you can send us E-Transfers.
  • Access your bank account online via your financial institution and select E-Transfer payments
  • If you are seeing your therapist in the Ottawa office, send your e-transfer to ottawa.admin@cfir.ca
  • If you are seeing your therapist in the Toronto office, send your e-transfer to toronto.admin@cfir.ca 
  • In the NOTES of COMMENTS field, please add the INVOICE NUMBER as well as the DATE of the visit.
  • Ensure to keep the confirmation of the payment provided by your financial institution in case of problems.
We are using auto-deposit feature which means you should not have to set up a secret question and its answer. If you have sent us e-transfers in the past and have set up a password, you may need to delete us from your saved list of recipients and add us again to avoid an error message. 
Check an option regarding "How can I pay for my invoice"

The payment I made does not show in ClientConnect or I was charged twice

Depending on the payment method, there are different ways to investigate.
First, please answer a few questions that will help us fast forward the investigation and the resolution. Our Finance Team investigate and contact you as soon as the are developments. Please allow up to 5 business days.
Check the option that corresponds to the payment method
Upload a screenshot or a file of the payment confirmation
Optional

How can I book an appointment or session?

Note: Do not attempt to book Assessment appointments. Please see next selection "How can I book Assessment appointments or sessions"
You can create appointments in ClientConnect by:
  • clicking on MY SERVICES section
  • then click on the OVERVIEW tab
Some clients may see more than one therapist so please locate the service you would like to make an appointment for.
Once the correct service located, click on
  • click on "REQUEST AN EVENT WITH ..."
  • tick any attendees you may see listed that will be present
  • tick VIDEO SESSION to confirm it is a teletherapy appointment
  • under PREFERRED TIME you can navigate the calendar to a specific month and then select a specific date in a green circle by clicking on it
  • the available times for that specific date will show below
  • to book a time, simply click on the green circle with a " + " sign in it
  • should you wish to leave a message to your therapist, you may put it in the MESSAGE field just below the date/time selected
  • please ensure to read the NOTE just below the MESSAGE field.
Note that "Video Sessions" will show Location: Awaiting Video Session Link. The link will not be populated in that field.
Check an option regarding "How can I book an appointment or session"

Can I book Assessment appointments or sessions?

All assessment appointments must be booked by your CFIR therapist or with a receptionist in order to avoid cancellation penalties. 
Assessment appointments can follow very specific availability and sequences that need to be coordinated with your therapist, possibly a psychometrist, testing material, then a report must be generated, etc... All this is not possible to coordinate through ClientConnect.
Please contact your therapist directly should you have concerns or requests regarding your assessment appointments.
Check an option regarding "How can I book an Assessment appointment or session"

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