• Visit our booking link (or click “Book Online”) and choose “Create an Account” if you’re a new client.

• Provide your name, email address, phone number, and a secure password.

• You will receive a confirmation email. Click the link to activate your account.

• After logging in, select the service you’re interested in (counselling, assessment, etc.).

• Choose a date and time from the available slots.

• Complete any required intake or consent forms if prompted.

• Confirm your booking. You’ll receive an email or text reminder.

If you are booking for yourself and/or for family members:

Adding a Family Member

• During account creation, you’ll be asked: “Will you be booking for other family members?”

• If yes, add the family member’s name, relationship to you, and email.

• Choose whether to allow this family member to use your saved credit card(s) (if you’d like).

• To add more family members, click “Add Another Family Member”, then continue booking.

Managing Family Profiles Later

• Log in → go to My Account → select the Family Members tab.

• From here you can:

  • Add a new family member

  • Edit permissions you’ve granted to existing family members

  • Note: You can only edit permissions you have given. You cannot view or change the permissions others granted you.

• You may save a credit card in Jane for faster checkout.

• If you’ve granted family-member permissions, a family member may be able to use the card(s) you’ve stored.

• Example: If you (Parent) allow your spouse (Family Member) to use your card, when they check out their appointment, your card will appear as payment option—but they will not see your full Billing area or card details.

• You can nickname or colour-code saved cards: My Account → Billing → Credit Cards → View.

• We will issue receipts for you to submit to your insurer (if applicable). Please check your insurance coverage ahead of time.

• After booking your first appointment, you may receive an email instructing you to complete intake forms.

• You can complete those forms ahead of time by logging in → My Account → Forms or by clicking the link in the email.

• Completing forms in advance helps maximize your session time with the clinician.

• For virtual sessions, the appointment confirmation email will include a secure link.

• Click the link a few minutes before your scheduled time.

• No download is required; Jane works via web browser.

• Ensure you’re in a private, quiet space, use headphones if possible, and test your camera/microphone ahead of time.

• Jane will send you reminders via email and/or text based on your preferences (see My Account → Notifications).

• You can also send messages to your clinician or our admin team securely through Jane.

• For urgent or emergency concerns, do not rely on Jane messaging—please call us directly or seek immediate help as per our policy.

Go to My Account to:

• Update your name, phone number, email, address

• Change password

• Set notification preferences (emails/texts)

• Access recent invoices and payments

• Review upcoming appointments

• Please refer to our cancellation policy for required notice (typically 48 hours).

• Cancellation or no-show fees may apply.

• To cancel or reschedule: log into Jane → My Appointments → select the booking → Cancel or Reschedule.

• If you’re having trouble doing that online, please call our admin team at 587-774-8924.

If you run into any issues (login challenges, missing email confirmations, difficulty booking), please:

• Check your spam/junk folder for the confirmation email.

• Clear browser cache or try using a different browser.

• Contact us at counselling@innovapsychology.ca or assessment@innovapsychology.ca, or call 587-774-8924 and our team will guide you.

Q: Do I need to download an app?
A: No—Jane works in any modern web browser. There is also a JaneClient mobile app if you prefer; search “JaneClient” in your app store.

Q: Can I have multiple family members under one account?
A: Yes — follow the Family Member steps above to add, manage and give permissions for bookings, payments and forms.

Q: Are my notes and health information secure?
A: Yes. We use Jane, which provides encrypted, confidential storage of your data. Your clinician’s notes remain private and accessible only to you and your clinician, not other family members unless you explicitly grant access.