What’s going on?
We are currently in the process of switching our online booking and payment platform from Owl Practice to JaneApp. Because of this, we have put a hold on scheduling sessions after August 5th through Owl Practice. Today you will receive an email with a personalized link inviting you to create a Jane account, and from there you will be able to schedule sessions online past August 5th as needed.
What does this mean for clients?
When you receive your personalized link, you will simply follow the steps to create your account, confirm your payment method, and from there can schedule or cancel sessions online as needed. Your receipts will be available as usual through this account.
Do I need to upload another payment method?
We are able to accept credit cards and pre-authorized debit as payment methods. Those who currently pay by credit card will need to re-add the card details to their Jane account before booking. Those who have already arranged to pay by pre-authorized debit as a payment method do not need to provide their payment details again and their account will permit them to book sessions immediately.
If you were set up on Owl Practice to make payments by credit card but would like to switch to pre-authorized debit, please securely submit this information using the form linked below.
Secure Preauthorized Debit Form
Will how I attend virtual sessions change?
Yes. The Jane platform includes its own integrated video call feature for virtual sessions that we will be testing out for the first few months of using Jane. This means that Zoom links will no longer be used for sessions scheduled after August 5th, and instead you will automatically be emailed a link to join your secure video call approximately 1 hour before each session you book. We encourage clients to reach out with feedback about this feature to determine if its use is appropriate ongoing.
What happens to my old account?
We are not able to migrate existing session receipts in your Owl Practice account to your new Jane account. Owl Practice accounts will be accessible until August 22nd, 2023, and we strongly encourage clients to download their receipts from their Owl Practice account before this date. Thereafter, clients must contact our administrator (hello@aroha.ca) to retrieve session receipts. Requests to retrieve session receipts after August 22nd will be subject to an administration fee.
Important Dates
July 16, 2023: Approximate date that clients will receive an email invitation to create their Jane account and begin booking sessions online
August 6th, 2023: Start date for session availability when booking through Jane – scheduling sessions ahead of this date should be through Owl Practice
August 22nd, 2023: Owl Practice accounts will become inaccessible
Please Bear With Us!
We understand that this can be a hassle for folks, especially for new clients who just got set up on Owl Practice. Things we’re doing to make this as painless as possible include scheduling the switch during our slowest time of year, giving both our counsellors and clients plenty of notice to prepare for the switch, and maintaining ongoing communication with clients to avoid any unnecessary hassle or confusion. Please know that our administrators and counsellors are doing the best they can to support clients in this transition while also adjusting the change themselves!
Many potential questions may be addressed upon making your new Jane account, so we encourage clients to wait until receiving their personalized link for registration and following the steps before reaching out with questions if possible.
Warmly,
Aroha Administrators