🧩 "My therapist can't see a client."

The client probably isn't on their caseload. With Manage only caseload patients turned on (Flow Settings › Group permissions), therapists only see assigned clients. Assign the client in Team Caseload, or click Manage on the client record. See Step 10: Import or Add Clients and Assign Caseloads.

🧩 "Nothing shows up in Needs Action."

• The stage may have no responsible role. Edit the stage in Flow Settings and check who owns it.
• The evaluation may not be counted. Only checked guided evaluations open the Evaluation stage. See Step 6: Choose Which Evaluations Count.
• Check that you're viewing Everyone, not just Assigned to me, and that Show inactive clients or filters aren't hiding items.

🧩 "Reminders are going to everyone."

A stage with nobody assigned shows for everyone. Edit the stage and check at least one responsible role.

🧩 "A plan of care was approved automatically."

POC admin review is turned off, so plans of care are approved when the therapist submits them. Turn the stage on in Flow Settings if a lead should review them first.

🧩 "A screening didn't create an evaluation report reminder."

That's by design. Screenings aren't counted as evaluations unless you check them on the Evaluation stage.

🧩 "A client stopped moving through the lifecycle."

Check whether the evaluation report was marked Does Not Qualify. When it is, the client leaves the rest of the lifecycle, the remaining stages show as skipped and their profile status is stamped DNQ for tracking.

🧩 "I changed Flow Settings but existing clients didn't change."

Changes apply only to clients who enter the flow after you save. Clients already in progress keep the flow they started with.

🧩 "An item in Needs Action no longer applies."

Click Ignore on the item. To see ignored items again, check Show ignored items.

🧩 "I don't see billing options or the Medical tab."

Those features need the Billing add-on, which is powered by ClaimMD (a separate ClaimMD account and subscription).

▶️ Watch: Help and Knowledge Base

More videos: Needs Action

🧩 Still stuck?

Email support@mytherapywizard.com, or book an Extension & Onboarding session and we'll look at your flow with you.

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