Managing your account

Updated

Changing your password

If you're a client

  1. Visit headway.co
  2. Click Log in, then Forgot your password
  3. Enter the email associated with your Headway account

As a note, the password reset email may have been filtered to spam/junk or promotions inbox folder.

If you are unable to locate the email, or are not sure what email address you used for your Headway account, reach out to us via our contact form and we'll help.

If you have tried resetting your password and still can't log into your account, there are a few things to consider:

  • New users will need to verify their account via email
  • If you are logged in, you will see your initials in the top-right corner

Still having trouble? Send us a note through our contact form and someone from our support team can investigate. 

 

If you're a provider

  1. Visit sigmund.headway.co
  2. Enter the email associated with your Headway account
  3. Click Forgot your password

Once you request a password reset, you'll receive an email with the subject line "Please Verify Your Headway Account" which will take you through the password reset flow. 

The email may have gone to your junk/spam folder. If you are using a Gmail account, please also check your promotions folder.

If you have previously unsubscribed from any Headway email, you have unsubscribed from all Headway emails and we'll need to remove you from the unsubscribed list – reach out to us if this is the case. 

 

Leaving Headway

If you're a provider

Terminating your provider contract

If you are a provider and would like to terminate your contract with Headway, please complete this form and we'll be able to support you with this process.

We are always looking to learn from our providers and see what ways we can improve our services for both you and your clients. Our team appreciates any and all feedback!

Taking clients off of Headway if you leave

Clients you bring to Headway are yours — should you choose to leave the platform, you are welcome to take them with you. Our expectation is that clients who find you on Headway in their search for care (aka “Headway sourced”) will continue to be seen on Headway.

We expect this as these clients have chosen to use our platform, and we want to respect this choice, ensure they receive in-network care, and provide them with a smooth experience. Essentially, we are asking that you do not build a caseload via Headway referrals and then migrate that caseload off platform to protect the client experience.

Note: On your Headway calendar, clients who found you through our search’s initial intake appointments will be blue. Clients you’ve added yourself will have green initial intake appointments.

 

What happens to your progress notes after leaving Headway

We'll always refer clients back to their provider for any records requests, so we strongly suggest that you download any notes stored on Headway before terminating your account.

 If you forgot to download notes before leaving Headway, you can feel free to reach out to us. Select I can't access my account, and use the email address that was previously associated with your Headway account. From there, our support team will help you out. 

 

If you're a client

Deactivating your client account

If you'd like to deactivate your Headway account, contact us using our virtual assistant or contact form. Once you submit this request, a member of our Customer Experience team will reach out with next steps. 

Removal of client information

In order to comply with the rules of the Health Insurance Portability and Accountability Act of 1996 (HIPAA), Headway is a “covered entity” required by law to also meet specific retention requirements. This does not allow us to delete patient information from our system for a set period of time.

For more information on how the Headway platform is compliant with HIPAA and how we ensure patient information is fully encrypted, please refer to our article on "HIPAA compliance and PHI" and our privacy policy.

 

Using Headway for families

Every client on Headway needs their own account with a unique email address. When adding a family member (like a spouse or child), the Headway account name and the name listed on the insurance should reflect the name of the client seeking care (with corresponding date of birth), even if the client is a minor.

If you're creating an account for a family member who doesn't have an email address, you can add a "+1, +2, etc." or "+name" to the beginning of your own email address. This will make the email address unique, and all emails will still route to the primary email address.

See below for some examples that you can mimic when creating Headway accounts for yourself and your child(ren). 

This workaround will only work for Gmail, Hotmail, Outlook, or iCloud email accounts. Therefore, in some cases, a new (unique) email address may need to be created in order to continue.

Modifying your email with names Modifying your email with numbers
  • Parent's account: Jane Smith, jane.email@gmail.com (primary email)

  • First child's account: John Smith, jane.email+john@gmail.com
  • Second child's account: Jordan Smith, jane.email+jordan@gmail.com
  • Parent's account: Jane Smith, jane.email@gmail.com (primary email)
  • Child's account: John Smith, jane.email+1@gmail.com
  • Second child's account: Jordan Smith, jane.email+2@gmail.com

 

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