Note: We’re currently rolling out a new version of our chatbot. Until it’s available in your account, the chatbot may look slightly different than what’s shown here.
SimplePractice offers email support for account-related questions. This guide explains how to submit an email help request to our team from your account or through the Help Center. For questions involving a specific client or claim, you can share a secure URL instead of including PHI.
Below, we'll cover:
- Submitting an email request as a SimplePractice customer
- Submitting PHI with your help request
- Submitting an email request without a SimplePractice account
Note: Signing in before submitting a help request allows our team to quickly identify your account and provide more efficient, personalized support. It also lets you view and manage your requests in one place. To learn more, see Viewing and managing your help requests.
Submitting an email request as a SimplePractice customer
To get support directly in your SimplePractice account:
- Sign in to your SimplePractice account
- Click the question mark icon in the bottom right corner
- Select Ask questions
Note: If you recently had a conversation with the chatbot, your previous conversation will display first. To start a new conversation, click the menu icon in the top left corner of the chatbot and select Send us a new message.
- Type your question
- Press Enter/Return on your keyboard or select the paper plane icon
The chatbot will respond with an answer and may ask follow-up questions. To view a related Help Center guide, click the link icon in the chatbot’s reply.
If the answer doesn’t resolve your question and you’d like to contact our team, type email support. The chatbot will ask for additional details and submit an email request for you.
When submitting an email help request, include all relevant details and the secure URL for any related client or claim. Providing detailed information will help our team assist you more efficiently. To learn more, see Sharing a secure URL with your help request.
Note: For an overview of all of our support options, see How can I get help from your team?
Submitting PHI with your help request
When your question involves a specific client, do not include PHI in your message. Instead, share the secure URL for the client’s profile or claim so our team can review the information securely.
After you request email support, the chatbot will ask whether you’d like to include a secure URL. To submit one:
- Under Does this include a secure URL, select Yes
- Under Please enter your client URL/claim URL, paste the secure client or claim URL
- To learn how to find this URL, see Sharing a secure URL with your help request
- Click Submit
Important: If you need to share a document containing PHI, you can upload it to a client’s profile or the Jamie Appleseed demo client for our team to review.
Submitting an email request without a SimplePractice account
If you don’t have a SimplePractice account, you can submit an email help request through the Help Center. To do this:
- Navigate to the homepage of the Help Center
- Scroll to the bottom
- Select Get more help to access the chatbot
- In the chatbot, you can ask your questions to learn more about SimplePractice
- If you’d still like to contact our team, you can type Contact support