Using the Client Portal
What the client portal is, how clients access it, and how the portal supports messages, appointments, payments, forms, and future client self-service.
The client portal is the client-facing part of PracticeRunner. It gives clients a simple place to open secure messages, view key appointment information, request scheduling changes, complete intake and forms, review billing history, make payments, and manage saved payment methods when those workflows are enabled for your organization.
The portal landing page is:
https://portal.practicerunner.com/o/[practice-link-name]/
For example, a practice with the link name harbor-therapy would use:
https://portal.practicerunner.com/o/harbor-therapy/
What clients see today
The portal home gives clients a simple dashboard for their work with your practice.
Depending on your settings and the client's current access, clients may be able to:
- see their next upcoming session
- open the appointments area
- request a new session
- request a new time for an appointment when rescheduling is allowed
- request cancellation for an appointment when cancellation requests are allowed
- open secure messages
- send a new secure message to the practice
- review recent conversations
- complete intake forms, acknowledgments, or shared documents
- see outstanding payment requests for unpaid invoices
- review recent invoices, statements, and superbills when billing access is available
- open secure payment links for invoices that can be paid online
- add, delete, or choose a preferred saved payment method when online payment methods are enabled
- set up a passkey for future portal sign-ins after they have signed in with a full portal link
The portal is designed to grow over time. Future sections may include profile updates, additional document workflows, and other client self-service tools.
How clients access the portal
Clients access the portal from a practice-specific link. They may receive that link from:
- a secure message notification
- an intake or forms request
- a scheduling or appointment-change workflow
- a link your practice shares directly
When a client opens the portal, PracticeRunner verifies access before showing client-specific information. The exact sign-in step depends on the workflow and the client's current portal access.
Portal sign-in links and passkeys
Email sign-in links remain the first step for new portal access. A client opens the link sent by your practice, then PracticeRunner checks that the client can access the portal before showing messages, appointments, forms, billing, or payment tools.
After a client has a full portal session, they can open Account security and add a passkey. A passkey lets the client sign in later with a device unlock method such as Face ID, Touch ID, Windows Hello, a phone screen lock, a fingerprint, or a physical security key.
Passkeys are optional for clients. They do not replace email sign-in links. If a client is using a new device, does not understand passkeys, or prefers the familiar workflow, they can still request an email sign-in link.
PracticeRunner does not let clients add passkeys from limited-purpose links, such as secure message-only links or invoice payment links. Passkey setup requires a full portal sign-in so the existing portal access rules stay in control.
If a client already added a passkey, the portal sign-in page shows a separate Continue with passkey option. The client does not need to type an email address before using that saved passkey.
The messages area
The secure messaging area is:
https://portal.practicerunner.com/o/[practice-link-name]/messages
Clients can open conversations, read messages from your practice, and reply inside PracticeRunner. This supports HIPAA-conscious communication by keeping message content in the portal while email notifications stay generic and do not include the message body.
For details, see Secure Messaging with Clients.
Payments from the portal
The portal home can show outstanding payment requests for the signed-in client. The billing area can also show recent billing history and saved payment methods when the client has billing access.
Clients may see:
- the invoice or payment label
- the invoice date
- the amount due
- the current status, such as unpaid, partially paid, or overdue
- a button to open the existing secure payment page
- recent invoices, statements, and superbills
- saved card or bank account details, shown in limited form
- the preferred payment method for future charges
When online payment methods are enabled, clients can add a payment method from the portal, remove a payment method when another usable method remains, and choose which saved method should be preferred. PracticeRunner only allows these actions for clients or representatives who have billing access for that account.
If a client does not have any outstanding payment requests or saved payment methods, the portal shows a simple empty state.
The portal only shows payment requests tied to the verified client and practice. Clients should not see another client's invoice or payment information.
For broader billing setup, see Billing and Payments.
Intake and forms
The portal can give clients a secure place to continue intake, review practice documents, sign acknowledgments, complete forms, and submit requested information. Intake requests may include consent documents, policy acknowledgments, profile details, payment authorization steps, saved payment method setup, or assessments your practice has assigned.
Clients may open intake or forms from a secure link, or from the portal after signing in. If a link expires, a client with portal access may still be able to continue from the portal, depending on the request and their access.
For details, see Send Intake to a Client.
Scheduling from the portal
If your practice allows portal scheduling, clients can request a new session from the portal. PracticeRunner uses your availability, provider settings, location and session format rules, service duration, and scheduling limits to decide what times can be shown.
New session requests use availability for existing clients. This lets a practice offer different times to active clients than it offers on the public scheduler for new inquiries.
Reschedule requests
If your practice allows reschedule requests, clients can request another available time for an upcoming appointment. PracticeRunner uses the existing appointment context, including the provider, service, location, and session format, then checks your portal scheduling settings before showing times.
In Settings -> Portal, the Allow clients to request scheduling and rescheduling setting controls whether clients can request new sessions or new times for existing sessions. The rescheduling window controls which appointments may be changed, and the minimum notice setting controls how soon a client can request a new time.
When Automatically accept scheduling and rescheduling requests is off, the request is sent to your practice for review. When it is on, PracticeRunner confirms the appointment automatically if the requested time is allowed and still available.
Cancellation requests
If your practice allows cancellation requests, clients can ask to cancel an appointment from the portal. The cancellation notice setting controls how close to the appointment a cancellation request can be made.
When Automatically accept cancellation requests is off, the request is sent to your practice for review. When it is on, PracticeRunner cancels the appointment automatically when the request meets your policy and sends an automated portal message.
If your practice allows cancellation requests, planned absence allowances can help PracticeRunner distinguish no-fee planned absences from billable client cancellations when automatic cancellation is enabled.
For details, see How Availability Powers Client Scheduling Requests.
Scheduling for someone else
When public scheduling allows representatives or helpers, the scheduler collects the requester separately from the person receiving care. PracticeRunner records that as a relationship claim until staff verify it.
Staff should verify the relationship before giving the requester forms, appointment access, portal access, or broader scheduling permissions. For details, see Online Scheduling and Inquiries.
Practice owner setup checklist
- Open Settings -> Portal.
- Enable the client portal features your practice wants to use.
- Decide whether supported client emails should be sent as secure portal messages.
- Review forms and document settings if clients will complete intake or shared forms through the portal.
- Review billing and payment settings if clients should pay invoices or manage saved payment methods from the portal.
- Review portal scheduling settings, including new session requests, reschedule requests, cancellation requests, and automatic acceptance.
- Confirm that provider availability is set for the right locations, services, and audiences.
- If you plan to mention passkeys to clients, sign in through a test portal account and add a passkey so you know what the client sees.
- Send yourself a test message, test intake request, or test invoice before using the workflow with clients.