Cliënten op mobiel

1Installing the app#

1.1 From the app store#

Search your store for the app name your business gave you, and install it as normal.

• iPhone and iPad — App Store. Requires a recent iOS version.
• Android phones and tablets — Google Play.

Install only the app your business named. If several similar apps appear, check the publisher name before installing.

1.2 If your business sent you a direct download#

Some businesses distribute their app directly rather than through a store, usually as an Android .apk file.

1. Open the link your business sent, on the phone itself.
2. Download the file.
3. Tap it and allow installation when your phone asks.
4. Turn the "install unknown apps" permission back off afterwards.

Only ever install a file that came from your business through a channel you trust. If a link arrives unexpectedly — even one that looks right — check with them before opening it.

1.3 If you have more than one of these apps#

Some organisations run several branded apps built on the same Platform. They install side by side and do not interfere with each other. Check the app name and icon before signing in, so you do not try your clinic login on a different organisation's app.

1.4 Using it without installing#

The Platform also runs in a phone browser at your business's web address. Everything works, but you will not get push notifications or the app lock. Install the app if you can.

2First launch and permissions#

The app asks for permissions as it needs them, not all at once. Each one unlocks something specific.

Say yes to notifications#

This is the one worth allowing at first launch. Without it you get no booking reminders and no alert when your session is starting — which is the most common cause of a missed session.

If you already declined, you can turn it back on later in your phone's own settings (§12.2).

3Signing in, and signing in faster#

3.1 Create an account#

1. Tap Get Started.
2. Tap Register.
3. Enter your name, email and a password.
4. Enter your date of birth. This is required — it confirms you meet the minimum age.
5. Accept the terms.
6. Tap Create account.

3.2 Sign in#

Enter your email and password, or tap Continue with Google.

3.3 Set up quick sign-in#

After signing in once, the app can let you back in with your fingerprint, face, or a pattern instead of typing your password.

1. Go to Profile → Settings → Security.
2. Turn on Keep me signed in.
3. Choose fingerprint or face unlock, or set a pattern.

Next time, the app opens straight to your unlock prompt.

A word on "Keep me signed in". It stores a session on this device. That is safe on a phone that only you use and that has its own lock screen. On a shared or work phone, choose Ask me to sign in each time instead.

3.4 Signing out#

Profile → Log out (at the bottom). This signs you out of this device only — your other devices stay signed in.

4Confirming your age and identity#

Some services need your age confirmed before you can book. The app prompts you the first time it is needed.

4.1 The face check — fastest#

1. Tap Start verification.
2. Allow camera access.
3. Hold the phone at eye level in reasonable light, whole face in the frame.
4. Follow the prompts and stay still.

Most people are approved immediately.

To pass first time: face a window or a lamp rather than having it behind you, take off sunglasses and hats, and hold the phone steady at arm's length.

4.2 If the face check is inconclusive#

The app moves you to a document check.

1. Tap Continue with document.
2. Photograph your passport, driving licence or national ID, following the on-screen guides.
3. Record the short selfie video.
4. Tap Submit.

To pass first time: put the document on a dark, flat surface, avoid glare from overhead lights, get all four corners inside the frame, and do not cover any part with your fingers.

4.3 Under review#

If it needs a person to look, you will see Under review. Staff usually decide within one working day, and you get a notification either way. If they reject it, the alarm and Age identity on Profile show their reason so you know what to photograph again. You can keep using everything that does not need verification while you wait.

4.4 What happens to your documents#

They are encrypted, visible only to the small number of staff who review them, and deleted automatically once the retention period passes. Every time a member of staff opens one, that is recorded.

You can ask for them to be deleted sooner: Profile → Settings → Privacy → erasure request.

5Getting around the app#

5.1 The tabs#

Your app may show fewer tabs than this, or an extra one — your business chooses which features to include. This guide covers the tabs every app has.

5.2 Gestures worth knowing#

If a screen looks out of date — a session missing, a payment not showing — pull down to refresh before assuming something is wrong.

5.3 Language and layout#

Profile → Settings → Language. 23 languages are available.

Choosing Arabic, Persian, Hebrew or Urdu switches the whole app to right-to-left: the tabs, the back arrows and the text all flip. That is correct behaviour, not a fault.

6The Home tab#

Your feed of articles and videos.

• Tap an item to read it.
• Inside, you can like, comment, share, or save it.
• Tap an author's name to see everything they have published and follow them.
• Pull down to refresh.

Liked items appear under Profile → Liked → Liked content.

7The Services tab — finding and booking#

7.1 Find someone#

1. Open Services.
2. Search, or use the filters — category, specialization, rating, price.
3. Tap a professional to open their profile.

On their profile: video and photos, specializations, ratings and category ratings, services with duration and price, and reviews from people who actually had a session.

Tap the heart to save them for later.

7.2 Buy sessions#

1. Choose a service and tap Add to basket, or tap Book Meeting to skip the basket and go straight to checkout.
2. If you added to the basket, open it and tap Checkout.
3. Enter the billing address. If a Package Service Agreement appears, read it and tick I have read and accept this Package Service Agreement.
4. Tap Send for review — there is no Pay now / card / PayPal step in the app. Staff review the quotation, then email a payment link. After you pay and upload proof, they confirm and your session credits appear.

Buying and booking a time are still separate: after the order is paid you schedule from Profile → Booked meetings.

7.3 Book a time#

Buying and booking are separate steps, so you can buy a package now and schedule later.

1. Profile → Booked meetings → To book tab.
2. Tap the session → Book a time.
3. Check the timezone at the top of the booking page. Change it if you are travelling.
4. Pick a date, then a time.
5. Fill in the booking form, including any intake questions — the professional reads these before your session.
6. Tap Confirm booking.

7.4 If nothing is free#

Tap Join the waitlist and choose the days or times that would work. If someone cancels, you are offered the slot automatically. Offers expire, so respond when the notification arrives.

7.5 Put it in your own calendar#

On the confirmation, tap Add to calendar. This adds it to your phone's calendar app, which means you get your phone's own reminder as well as the Platform's.

8Attending a session on your phone#

8.1 Before#

• Check you are on a stable connection. Wi-Fi beats mobile data for video.
• Plug in, or start above 50% battery — video calls drain a phone quickly.
• Use headphones. It stops echo and keeps the conversation private.
• Join a few minutes early the first time to check camera and microphone.

8.2 Joining#

1. Profile → Booked meetings → Scheduled tab.
2. Tap the session → Join.

Join activates shortly before the start time. If it is greyed out, you are early.

Allow camera and microphone access when asked. If you declined earlier, the call cannot start — fix it in your phone's settings (§17).

8.3 During#

• Keep the app in the foreground. Switching away may drop your video.
• If your video freezes, turn it off and back on before ending the call.
• A do-not-disturb mode stops other notifications interrupting the session.

8.4 Afterwards#

Two buttons appear on the session:

• Give feedback — a short survey your business uses to improve.
• Write a review — public, on the professional's profile.

9Changing or cancelling from your phone#

1. Profile → Booked meetings → Scheduled.
2. Tap the session → Reschedule / cancel.
3. Choose Reschedule or Cancel.
4. Read the summary. It shows any fee, and whether your session credit returns.
5. Confirm.

The fee is always shown before you confirm. You will never be charged a cancellation fee you were not shown first.

A session that already carries a charge shows a Fee applies badge in the list.

To see every cancellation on your account and who did it, open Profile → Cancellation history. That is the screen to open before questioning a charge.

10The Profile tab#

The hub for everything about you.

10.1 Booked meetings — the screen you will use most#

Four totals across the top, and four tabs that filter the same way:

Check To book before buying anything else. People regularly buy again when they already own a session.

10.2 Billing#

• Invoices — tap any invoice to see it and download the PDF.
• Billing address — update it before your next purchase. An issued invoice cannot be changed afterwards.
• Payment methods — add, remove, or set a default card. Only a secure token is stored; the business never holds your card number.

10.3 Support#

Support tickets → New ticket. Choose a subject, describe what happened with dates and amounts, and attach a screenshot if it helps. You are notified when support replies.

11Messages and calls#

11.1 Chats#

Profile → Chats with Experts. Active conversations on top, past ones below.

Some businesses only open the chat around the time of a booked session. If you cannot send a message, that is usually why rather than a fault.

11.2 Group chats#

If you belong to a group, find it under Partner chats. You can message everyone or one person.

11.3 Voice and video#

Where your business enables it, a chat has a call button. Calls run inside the app — nothing extra to install.

11.4 Questions#

Profile → My Questions shows everything you asked and any replies. You get a notification when a professional answers.

12Notifications on your phone#

12.1 In-app settings#

Profile → Notifications, then the settings icon. Switch categories on or off and choose the channels — push, email, in-app, WhatsApp.

Security alerts, payment confirmations and booking changes are always sent, because you need them.

12.2 Your phone's settings#

If you get nothing at all, the app's own settings are not the problem — your phone is blocking them.

iPhone: Settings → Notifications → the app → Allow Notifications. Android: Settings → Apps → the app → Notifications.

Also check that battery saving is not restricting the app in the background (§15.2).

12.3 Session alarms#

Shortly before a session the app raises a full alert rather than a quiet notification, because missing a session costs you money. This works even with the app closed, provided notifications are allowed.

13App settings#

Profile → Settings.

Turning off sound and vibration but leaving push on is a good middle setting: you still see alerts, without the phone interrupting you.

14Security on your device#

Profile → Settings → Security.

14.1 Staying signed in#

14.2 App lock#

Turn on Lock after inactivity and the app locks itself when you have not used it for a while, or when you switch away from it. Unlock with fingerprint, face, or your pattern.

Lock now locks it immediately — useful when handing your phone to someone.

This is worth turning on if anyone else ever holds your phone. It protects your sessions, invoices and messages even when the phone itself is unlocked.

Wrong patterns are limited on purpose. Four are free — everyone mis-draws one. After that each wrong pattern makes you wait, and the wait gets longer: 30 seconds, then a minute, then five, then fifteen. Your password always works during a wait. After twenty wrong patterns the app forgets the pattern entirely and asks for your password, so a phone in someone else's hands cannot simply be guessed at overnight; set a new pattern from this screen afterwards.

14.3 Change your password#

Same screen. Enter the current password, then the new one twice. Other devices may be signed out.

14.4 If your phone is lost or stolen#

1. Change your password from another device or the website. This ends sessions elsewhere.
2. Use your phone provider's own find-and-erase tool.
3. Tell your business's support team if anything sensitive was in your account.

15Data, battery and offline#

15.1 Mobile data#

Everyday use is light. Two things are not: video calls and video content. Use Wi-Fi for both where you can, especially on a limited plan.

15.2 Battery optimisation#

Android phones aggressively suspend background apps to save battery, which can stop notifications arriving on time.

If reminders arrive late or not at all: Settings → Apps → the app → Battery → allow unrestricted background activity.

15.3 Offline#

The app needs a connection for almost everything, because your sessions and payments live on the server. Content you already opened may still display, but nothing new loads.

If you lose signal mid-action:

• During booking — nothing is confirmed until you see the confirmation screen. Start again.
• During payment — reopen and check Invoices before retrying.
• During a call — rejoin from the session. The professional sees you drop.

16Keeping the app up to date#

Turn on automatic updates in your app store. Updates carry security fixes, and an outdated app can stop working with the server.

If the app tells you a newer version is required, update before continuing — that message means this version can no longer talk to the server correctly.

17Troubleshooting#

18Quick reference#

Before every session#

• Charged, or plugged in
• On Wi-Fi if possible
• Headphones ready
• Open the app a few minutes early

If something looks wrong#

1. Pull down to refresh.
2. Close and reopen the app.
3. Check for an update.
4. Then raise a ticket — with the date, the amount, and a screenshot.

Features vary between businesses. If something here is not in your app, your business has turned it off — ask their support team.