Technical Support for HiBoop

If you’re having trouble logging in, try the following steps in order.

What should I do if I experience login issues?

1. Clear your browser cache and cookies

Stored data can interfere with login sessions. Clear site data for hiboop.com in your browser:

• Chrome: Settings → Privacy and security → Cookies and other site data → See all site data → search hiboop.com → Remove
• Safari: Safari → Preferences → Privacy → Manage Website Data → find hiboop.com → Remove
• Edge: Settings → Privacy, search, and services → Clear browsing data → choose Cookies and Cached files → Clear now

2. Try a different browser

If one browser isn’t working, try another (e.g., switch from Safari to Chrome). HiBoop supports the latest versions of Chrome, Edge, Safari, and Firefox.

3. Still stuck?

Email [email protected] or reach out to your Customer Success Manager directly.

What happens if my internet drops? Do you have offline mode?

Yes, we’ve got you covered.

If your internet connection drops while completing an assessment, offline mode will activate automatically. Patients can continue answering questions without interruption.

Once the connection is restored, all responses will be securely saved and uploaded, so no data is lost.

No action is needed on your end. Just reconnect when you're able, and the system will take care of the rest.

How do I report a bug or issue?

If you encounter a bug or technical issue, please email us at [email protected] with the following:

• A brief description of the issue
• Any relevant screenshots or screen recordings (if available)

We’ll review your report promptly and follow up as soon as possible. Your feedback helps us keep things running smoothly.

What browsers and devices are supported?

HiBoop is a fully web-based application designed to be flexible and accessible across a wide range of devices. You can use it on:

• Desktops and laptops
• Mobile phones
• Tablets

All you need is an internet connection and a modern browser. We support the latest versions of:

• Google Chrome
• Microsoft Edge
• Safari
• Mozilla Firefox

Some screens need a bigger screen. The Reporting Dashboard is not available on phones, and Add Patient is hidden on phones. Use a desktop, laptop or tablet for those.

While older browsers may still load the app, we recommend using the most up-to-date version of a supported browser to ensure the best experience, both for performance and security.

Glossary of terms

Key terms used throughout HiBoop:

• Assessment: a validated clinical tool that measures symptoms or behaviour (e.g., PHQ-9, GAD-7)
• Session: the assessments (and forms) a client is given at one point in care
• Session label: your clinic's name for a session type: Intake, Check-In, Discharge or Follow-up
• Program: a reusable template of sessions that plans a client's assessments over time
• Prescreen: a short set of questions that helps identify which areas to explore further
• Preferred assessment: the scale your clinic uses for a condition
• Severity level: the band a score falls in, from the scale's published cutoffs (for example, Mild or Moderate)
• % Change: how much a score improved or declined between two sessions
• Delivery Method: how a session reaches the client: Email, Mobile Device (QR), Clinician Mode or Same Device
• Alert: a notice to staff when a client scores at or above a severity level you set
• Care Team: the staff assigned to a client
• Profile: the client's details, such as date of birth and gender, on their profile card