Frequently Asked Questions

Payment/registration

We use a Stripe checkout that accepts all card payments: MasterCard, Visa, American Express, etc. If you’re having trouble at checkout, please reach out to [email protected] and we will assist you.

Can I pay with PayPal?

Do you offer scholarships/discounts?

Is there a free trial/can I try the app out for free before signing up?

Accessing the PsychFlex App

How do I access the app?

You can download the PsychFlex app from the Google Play store or the Apple app store. PsychFlex can also be launched via a browser on your laptop or PC. Go to this link: https://PsychFlex.plap.io

How do I reset my password?

Is the app available in any other languages?

Will I lose my data and clients if I get a new phone?

My client didn't receive their login details/exercises I sent them and no emails are going through to them. What should I do?

Firstly, we are sorry your client's login details email, or email notification about exercises you sent them, hasn't come through to their inbox.

Clients can log into the app using the email address you registered them with and your pairing code as their password. You can locate your pairing code at the top of your profile within the app.

We also recommend you ask your client to check their spam/junk folder for our emails and to mark our emails as safe. Email notifications from PsychFlex come from [email protected].

Please note, to avoid clients receiving too many emails, the app is limited to send one email notification per day to your clients. So if you send a client multiple exercises throughout the course of a day, they would only receive the first email notification.

Client Interaction

How do I add a client?

To add a client, log in to your professional account and open your clients screen.

Click on the plus icon to invite a new client, in this screen you can add a new client.

Given our very high levels of privacy protection most professionals add their client’s actual name, but if you or your client prefer, you can add clients without using their actual names.

The email address that you fill in, will serve as the username that the client uses to login in PsychFlex. This email will also be used for notifications to the client.

Your pairing code is unique to you and does not change client to client.

Click on the button “Connect Client” to save your entry.

Note: Clients do not have to wait until they get an invite mail from PsychFlex, they can immediately log into the app as soon as you have registered them – provided you have also told them your pairing code. The initial password for your new clients will be your pairing code.

Do you have some information I can share with my clients about PsychFlex?

Can my clients in the app see my email address and/or phone number?

When can I send my client their first exercise?

How do I send an exercise to my client?

Can I see what my client fills in the app?

What does my client see in their app environment?

Can I see which exercises I’ve sent to a client?

How do I remove a client I’m no longer working with?

Can you see which clients I have added in the app?

Can I upload my own resources for my clients?

To upload your own exercises and resources for your clients, you will need to log into PsychFlex via a web browser. Go to: https://psychflex.plap.io/dashboard/ to log in.

Next, go to My Exercises and click “Add exercise”. Fill in the form and click save. You will then be able to access the exercises you’ve added in the app, under Exercises. The exercises that you add are only available for you and your clients.

How does the secure two-way communication work?

In the app you can send exercises to your clients and attach questionnaires to the exercises. The clients can then answer your questions in the questionnaire. The questionnaires you attach to exercises are the only way the clients can communicate back to you through the app, so you can't use it for direct back and forth messaging or video calls.

The questionnaire feature is currently only accessible via the desktop browser version of the app. To use that, head over to https://psychflex.plap.io/dashboard.

There you can create the questionnaires for your client and attach them to exercises.

Privacy & Protection of Information

Is PsychFlex HIPAA compliant?

Yes, the app is HIPAA compliant. If you have questions about our HIPAA policies or practices or if you are a covered entity that needs a business associate agreement (BAA), please contact us at [email protected].

Where is client data stored and who has access to it?

Client’s data is stored on encrypted servers at a US data centre.
The PsychFlex customer service team has access to user master data (email address, name, optional clinician’s phone number). They do not have access to user passwords. They cannot see the messages or exercises sent by clinicians to their clients.
Certified IT developers at Hulan can access the servers for support and development purposes.

Is the client's information shared with affiliates, contractors, and other third parties you use to support your business and do clients have the ability to prevent the sharing of such information?

We do not share clients’ personal information with affiliates, contractors, or any third parties for business support purposes. The only exception is that anonymized data derived from clients’ responses to assessments is sent to a de-identified and protected database hosted by the Institute for Better Health, a not for profit organization that is the developer and owner of the MindGrapher technology. Data is completely de-identified before it is sent to the database so the process is fully HIPAA compliant. These data are used solely for research and analytical purposes. If you have questions about this, please contact us at [email protected].

What happens to the data that clients have entered? Is it used in some way?

Can you give me the technical details or point me to the information that explains how the communication is protected/secure?

We developed PsychFlex using a “privacy by design” approach and have implemented several technical and administrative measures to protect user data and ensure secure communication. On the technical side, passwords are encrypted using the Blowfish algorithm upon submission, ensuring their confidentiality. Our database resides on a distinct server cluster, enhancing performance and minimizing unauthorized access risks. We employ encrypted environment variables to shield database credentials, mitigating potential human errors. Furthermore, our database queries are safeguarded by a robust aggregation package that enforces personalized access rules and hides sensitive information. These measures collectively ensure robust IT security across our systems.

That said, we do have access to certain information exchanged between clinicians and clients. Specifically, we can see which assessments have been sent to which clients, and we have access to the responses that clients provide through those assessments. While we do not have access to what is entered in the notes section when exercises are sent, we do have access to any information included in the titles and descriptions of custom questionnaires. Pairing codes used to connect clinicians with their clients are anonymous to other clinicians, but they are not anonymous to us as the platform provider. For more information, please email us at [email protected].

Do you have a client specific privacy policy?

Does PsychFlex abide by GDPR requirements?

Cancellation

How do I get a refund?

We offer refunds as a courtesy to people who did not intend to renew their subscription. If you are unable to cancel before a subscription renews, we are happy to offer a refund up to two days after the payment has occurred. To get a refund for your most recent subscription payment, email [email protected] requesting one. Refunds are not for those who want to try out the app. If you would like to try out PsychFlex, you will have 30 days from the date of purchase to try the app without being charged. If at any point during that 30-day trial period you decide the app isn’t right for you, just email [email protected] and we’ll cancel your subscription—no questions asked.

How do I cancel my subscription?

Simply write to [email protected] and we will cancel your subscription. You will still have access to the app for the remainder of the period you’ve already paid for. For example, if you are on the monthly subscription with your renewal happening on the 20th of every month and you cancel on the 5th, you will still have access to the app for the next 15 days. And if you’re on the annual subscription having signed up April 1st, and you cancel in September, you will still have access until April 1st the following year. No refunds will be given for canceling early.

How do I delete my PsychFlex account?

Start your free trial of PsychFlex^®

Try PsychFlex for 30 days for free. Cancel anytime.

Prices

After your free trial, your subscription automatically renews each period until cancelled.

Yearly

$588 $499

Start the free trial

Monthly

$49