Account access and password issues

Table of Contents

How do I reset my password?

I reset my password and still can't access my account—now what?

How do I use Headway when multiple family members are seeking care?

How do I reset my password?

It happens! Head to Headway to "Log in." Click "Forgot your password" and enter your email. 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.

I reset my password and still can't access my account—now what?

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

• In order to have full access to Headway, new users will need to verify their account via email.  The email may have gone to the spam/junk or promotions folder — the subject is Please Verify Your Headway Account. 
• Sometimes people are actually logged in on Headway and don't realize it — if you are indeed 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. 

How do I use Headway when multiple family members are seeking care?

In order for our system to submit insurance claims under the correct name, every client on Headway will need their own account, with a unique email address. Both 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.

That said, there is a workaround for this, in cases where only one unique email address exists. You can add a "+1, +2, etc." or you may use names to distinguish the email addresses. In both cases, all emails will still route to the primary email address.

 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.

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

Example 1

• Parent's account: Jane Smith, [e-mail] (primary email)
• First child's account: John Smith, [e-mail]
• Second child's account: Jordan Smith, [e-mail]

Example 2

• Parent's account: Jane Smith, [e-mail] (primary email)
• Child's account: John Smith, [e-mail]