Why a message is hidden or an account is restricted?

To keep everyone on Heallist safe, our system automatically reviews messages between clients and practitioners. If something looks like it could put someone at risk, the system may hide a message or temporarily restrict an account until our team reviews it.

This happens automatically and doesn't mean you did anything wrong. Most reviews are cleared quickly, and you'll be able to continue as normal.

What you can share in messages

Use Heallist messaging for questions about services, scheduling, and following up on bookings.

• Email addresses are allowed. You can share your email when you need to.
• Heallist links are allowed. For example, a practitioner's profile or service page.
• Other links aren't allowed. Messages with outside links may be hidden.

Hidden messages

If a message is flagged during review, it may be hidden from the conversation and replaced with a notice. This can affect messages you sent or received.

What to do:

• You don't need to do anything. Our team will review the message.
• If the message is cleared, it will appear in the conversation again.
• If the message is removed, you can send a new one. Please follow the tips below when you do.

Account restrictions

In some cases, messaging on an account may be paused while our team reviews it. You'll see a notice in your inbox if this happens.

What to do:

• Contact us using the support form, and include the name of the person you were messaging.
• Our team will review your account and let you know once messaging is back on.
• For safety reasons, we can't share the specific details of what our system checks for.

For clients

• Book and pay on Heallist. You can book any session directly from a practitioner's profile page. Paying through Heallist keeps your booking protected.
• Never send payment details or money outside Heallist. No legitimate practitioner or Heallist team member will ask you to.
• Share only what you're comfortable with. You never have to send personal details or private photos to book a session.
• Don't click links or reply to suspicious messages. If a message seems off, contact our support team instead.
• Report anything that feels off. If someone pressures you or asks for something unusual, contact our support team.

For practitioners

• Send your booking link. The easiest way to book a client is to send them the link to your Heallist profile or a service page. They can choose a time and book directly.
• Keep messages focused on booking and logistics. Save detailed or personal health questions for the session itself.
• Don't ask clients for private photos. If you need to see something, do it during the session.
• Keep payments on Heallist. Asking clients to pay outside the platform puts both of you at risk.

Getting help

If a message was hidden or your account was paused and you think it was a mistake, contact us through the support form or at support@heallist.com.

We review requests within 1 business day. Requests sent on weekends or holidays are reviewed on the next business day.

Thank you for helping us keep Heallist a safe place to heal.