PassAlong Support

PassAlong connects ABA therapy clinics with the families they serve — session notes, photos, announcements, and secure messaging, all in one place.

Getting started

How do I get an account?

PassAlong is invite-only. Your clinic administrator creates your account and sends an invitation email. If you have not received an invitation, contact your clinic directly.

I did not receive my invitation email

Check your spam or junk folder for an email from PassAlong. If you still cannot find it, ask your clinic administrator to re-send the invitation or contact support@passalong.io.

Signing in and account access

I cannot sign in

• Use Forgot password? on the sign-in screen to receive a reset link.
• Make sure you are using the email address your clinic used when creating your account.
• If your account has been deactivated by your clinic, contact your clinic administrator.
• If the above steps do not help, email support@passalong.io.

I forgot my password

Tap Forgot password? on the sign-in screen. A reset link will be sent to your account email address. The link expires after a short time, so use it promptly.

Messaging and sessions

Why can't I send messages?

Messaging is available while a care session for your learner is active. When the session ends, the chat closes by design — your clinic retains the record. If you believe a session is active but messaging is unavailable, contact your clinic administrator.

I am missing a learner or session

Learner visibility depends on your clinic's staff and parent assignments. Contact your clinic administrator to verify your assignments are correct.

Reports, photos, and content

How do I report a concern about content or conduct?

Use Report a Concern from the ⋯ menu on any message, announcement, session note, or photo — or from your Profile screen. Reports go directly to our support team. You may also email support@passalong.io with the subject Report a concern.

When reporting by email, include the type of content (message, photo, announcement) and an in-app reference ID if available. Do not paste the content itself if it involves a child.

A photo or note contains incorrect information

Contact your clinic administrator. Staff can correct session notes; your administrator can remove or flag content. If your clinic is unresponsive, contact support@passalong.io.

Account deletion and data

How do I delete my account?

In the app: Profile → Request Account Deletion. This sends a request to our support team. You may also email support@passalong.io with the subject Account deletion request and include your account email address.

Clinical and session records may be retained where required by law or your clinic's records-retention policy. Personal account data not subject to retention obligations is deleted. We respond within 30 days.

How do I request a copy of my data?

Email support@passalong.io with the subject Data access request. Include your account email address. We will respond within 30 days.

Privacy

Read our full Privacy Policy, including what data we collect, how we use it, and your rights.