If your account doesn’t have the ability to start or resume a Learning Session for a patient or student, you will see this error message when clicking the “Start Session” or “Resume Session” buttons on the Session Dashboard:

First, some background on permissions in Frenalytics

When a staff member or a family member with permissions to “Create and approve accounts” creates a new account for a family member, they have the ability to set different permissions for the new family member account:

If the “Run therapy sessions” checkbox is not selected at the time the account is created, the new family member account won’t have the ability to start or resume Learning Sessions for the patient or student whose profile they’ve been added to.

How to fix this

Ask a family member with “Create and approve accounts” permissions to grant you “Run therapy sessions” permissions.

How to find the right family member(s) to ask

The “Sorry, you’re not able to do that” error message will also include the family member(s) who can grant you “Run therapy sessions” permissions.

If you don’t know them personally, you can go to the Care Team tab of your loved one’s profile and click on their name to look up the email address associated with their Frenalytics account. From there, we recommend emailing them to have them log into Frenalytics, visit the Care Team tab of your loved one’s profile, and edit your account to grant you “Run therapy sessions” permissions.

I’m a family member with “Create and approve accounts” permissions being asked to fix this

Follow these quick steps to adjust the requesting family member’s permissions:

1. Login to Frenalytics, and go to the Care Team tab of your loved one’s profile
2. Click on the requesting family member’s name in the Family & Friends table. A drawer will appear on the right-hand side with their information.
3. Click on the blue “Edit” button in the top-right corner:
   
4. Towards the bottom of the page, check the “Run therapy sessions” box to grant the requested permission:
   
5. Click “Save”

Note: The requesting family member may need to logout and log back in for changes to take effect.

I can’t get in touch with any family members who can fix this

Staff members can also grant this permission – have them follow the above steps under “I’m a family member with “Create and approve accounts” permissions being asked to fix this” to grant the necessary permission.

If you’re not sure how to contact the staff members associated with your loved one’s Frenalytics account, please contact Frenalytics Support for assistance.