Using client accounts with your business

Learn about how clients create and use their accounts. 

Clients use client accounts to track appointments, review active appointment codes, and more. This guide is intended for businesses who use Acuity. It explains what client accounts do, how clients register and use them, and how to remove the client account option for your business.

To learn about client accounts from the clients’ perspective, visit Using an Acuity Scheduling client account.

Tip: Register for our Acuity Scheduling webinar series where we'll teach you how to use Acuity. In the third webinar in the series, Boost your bookings: Acuity’s features for client engagement and growth, we go over client accounts and other features that help nurture a booking business, foster client engagement, and unlock new revenue opportunities.

What client accounts do

When a client creates a client account, they can:

• Review upcoming and past appointments that are assigned to their client account.
• Review any active package, gift certificate, or subscription codes on their account and what they can be used for. If the client has no remaining uses on a subscription code, it won't appear in the client account until the subscription renews. 
• Add those codes during booking.
• Choose from saved cards to skip having to retype card information.

Clients with accounts can also skip certain forms that Acuity will autofill for them:

• Their name, phone number, and email address
• Intake forms they’ve already filled out. Customers can update this information if necessary, but otherwise skip these forms

Tip: Clients who aren’t logged in might see their name, phone number, and email address autofill if they’re using a computer and browser they’ve already used to book an appointment.

Client accounts vs. client profiles 

Client accounts are accounts that clients can create when booking an appointment from your scheduler. The client account includes past and upcoming appointments, any active codes, and saved payment information. You can't create a client account for a client - they must sign up themselves. 

Client profiles also include appointment information, codes the client has purchased, including codes that are no longer active, and any associated intake form responses. However, client profiles aren't visible to the client. You can search client profiles in the client list and use them to manage your client's relationship with your business.

How clients create accounts

Clients create accounts by going to your scheduler and clicking Sign upin the top-right corner. They create a password, agree to our terms of service, and acknowledge our privacy policy. Once they click Sign up, they’re ready to start using their client account.

It's not possible to register an account on a client’s behalf.

How clients log in

If clients aren’t already logged in when they reach your scheduler, they can click Log in in the top-right corner of the client scheduling page.

Client account limitations

You can't force clients to register for a client account or log into one when booking an appointment. Clients who’ve created client accounts can still book appointments without signing in.

We don’t offer single sign-in solutions for client accounts.

Turn client accounts on or off

The buttons clients use to register for and log into client accounts are enabled by default.

To manage this setting:

1. In Acuity, click Scheduling Page, then click Settings.
2. Check or uncheck the box next to Disable client log in & registration, then click Save changes.

How to tell if a client has an account

To determine if a client is registered, you can check your client list. A checkmark will appear next to the client’s name in the client list if they have a client account and have booked an appointment with your business while logged in.

How to tell if an appointment is assigned to a client account

When looking at a client’s profile and appointment history, there’s a silhouette icon on appointments that are assigned to a client account. In the screenshot below, the first appointment is assigned to a client account, while the second appointment isn't.

If you click the appointment to open the appointment details, the Client User field shows the client account.

Assign appointments, packages, and more to client accounts

When a client logs into their account, they see all appointments that are assigned to their client account. ​​They don’t see appointments that aren’t assigned to their account, even if the appointments are associated with the same email address as their client account.

Automatic appointment assignment

Acuity automatically assigns an appointment to a client account when:

• The client booked the appointment while logged into their client account
• You booked the appointment on behalf of the client—unless appointments tied to your client's email address are assigned to more than one client account

Acuity doesn't assign an appointment to a client account when:

• The client booked the appointment without logging in, even if the email address on the appointment matches the email address on the client account.
• You booked an appointment on behalf of a client, but appointments tied to your client's email address are assigned to more than one client account

Manual appointment assignment

You can assign a single appointment to a client account, or assign many of a specific client’s appointments to their client account at the same time.

Note: The option to assign one or multiple appointment(s) to a client account only appears if the client has booked at least one appointment while logged into their client account.

To assign a single appointment to a client account:

1. In Acuity, click Calendar, then ​​click the appointment to open the appointment details.
2. Click Edit, then use the search field in the Client User section to find and select a client account.
3. Click Save.

To assign multiple appointments to a client account:

1. In Acuity, click Clients.
2. Click a client’s name, then click Assign all to client user.

If the Assign all to client user button doesn't appear

If appointments tied to your client's email address are associated with more than one client account, the Assign all to client user button won't appear.

To fix this situation:

1. In Acuity, click Clients.
2. Use the search bar in the top-right to search for your client's email address.
3. Click into each client profile that comes up and review each appointment that's assigned to a client profile.
4. When you find the appointment or appointment associated with the wrong client account, follow the steps to remove them.

Assign a package, gift certificate, or subscription to a client account

Unlike appointments, a package, gift certificate, or subscription will automatically be added to a client's account if they purchase it using the same email address, even if they're logged out at the time.

You can also manually assign a code to a client's account. For example, if a client purchases a gift certificate in-person using cash, you can manually assign the gift certificate code to them. To assign the code to a client account:

1. In Acuity, click Packages, Gifts & Subscriptions. 
2. Click View Orders. 
3. Click the order to edit, then click the code. 
4. Click the Assign to a client who has registered for an account dropdown menu and select or enter an email address. 
5. Click Update Code. 

The client will see this code listed when they log into their client account. 

Remove appointments from a client account

After you remove an appointment from a client account, it will continue to appear in the client's entry in the client list, but it will no longer appear to the client when they log into their client account. To remove the appointment from the client list entry, update the first or last name associated with the appointment. 

To remove an appointment from a client account:

1. In Acuity, click Clients.
2. Click a client's name.
3. Find the appointment you want to remove. Click it to open the appointment details.
4. Scroll to the Client User field, then click the account name to open the field, then click Remove.
5. Click Save.

How clients reset passwords

Clients can click the Forgot your password? link next to the password field and follow the prompts that appear to trigger a password reset email.

The email will be sent from no-reply@acuityscheduling.com.

If a client tries to log in and enters incorrect information, or leaves the password field blank, Acuity shows an incorrect password alert that also includes a Forgot your password? link.

It's not possible to reset a client’s password for them.

Changing a client account email address

It's not possible to change the email address associated with a client account. If a client wants to use a different email, they should create a new account with the new email. The business owner can then assign the client's appointments and packages from the old account to the new one.

Troubleshooting

If your client has created an account, but you're unable to assign their existing appointments to their client account, their client account might not be associated with the client profile in your client list. To connect the two, ask your client to follow these steps:

1. Find the confirmation email for an appointment they've booked.
2. Click Change/Cancel Appointment.
3. Click Login.

After they've followed these steps, their entry in your client list will have a checkmark in the Account column, and you should be able to assign their existing appointments to their client account.