Follow the procedure outlined in SOP-2181 Client Not Submitting Checkin: https://naturalacneclinic.happyfox.com/kb/article/517-sop-2181-client-not-submitting-checkin/

If all routes of communication have been exhausted and the client still has not responded after three weeks:

• Send the client a final message in Clear Connection using the following verbiage: 

  "Just wanted to reach out one last time regarding your Transition to Maintenance call. Please note that this final check-in and call are part of your program and come at no additional fee. The call will also give you the steps and knowledge to maintain the progress you have made in the program with your skin. You have put in so much hard work and I would hate to see you skip this last and very important step!

  
  Please use the link below to schedule your call or reach out to me by (insert date 72 hours from now). If we do not hear from you we will go ahead and deactivate your account.
  We are not going anywhere, so if you should wish to rejoin the program in the future please do not hesitate to reach out! (Insert scheduling link)"

After 72 hours:

• Send the Maintenance Regimen and Now That You are Clear documents in the Clear Connections chat
• Send the client a text alerting them that they have information in their Clear Connection portal and their account has been marked as graduated.  Include language to alert them that they will lose access to their account in 3 days.
• Make a note in their Clear Connections account that they did not receive a Transition to Maintenance call
• Switch their account to graduated

You may still complete their call if they reach out again within a reasonable time frame after this has been done.  Please reach out to the Program Manager with unique situations if unsure.