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Logging in to SimplePractice and submitting help requests

Logging in to SimplePractice and submitting help requests

To simplify your workflow, we’ve streamlined the process for logging in and securely submitting help requests. Once you sign in to access your SimplePractice account, help requests, or the Help Center, you'll be signed in to manage all of these.

One sign-in saves you time and effort because it:

  • Creates a personal portal for you where you can initiate, follow up on, and track the history of your communications with SimplePractice - no more solely relying on email or dealing with lost help responses. You even have the power to mark the request as solved, or you can choose to follow up with a Customer Success representative.
  • Immediately identifies you and your practice information in SimplePractice - this helps speed up response times even more and allows our team to better focus our efforts and assist you faster.
  • Increases the security of your SimplePractice account - we’ve gone the extra step to secure the exchange of your data.

Below, you'll find more information related to:

Important: As of December 13, 2022 ​​SimplePractice customers will no longer be able to sign into their SimplePractice account with a username. Customers will receive an email with the subject line “Verify your email address now” from yourteam@simplepractice.com starting November 28th, 2022.Click Verify Your Email Now, and use this email address to log into your SimplePractice account. For more information, see How do I confirm or verify my email address?


Signing in

For current SimplePractice customers, use your login credentials associated with your account on the SimplePractice login page to sign in.

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Getting support via Solvvy in your SimplePractice account

To get the best answer to your question as quickly as possible, we’ve improved the way you can get help from our team. 

To get direct support in your SimplePractice account, you can launch Solvvy. To do this:

  • Log into your SimplePractice account
  • Click the ? in the lower right corner
  • Select Ask questions

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  • Type in your question or topic
  • Click the paper airplane icon

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Depending on your topic, you’ll either follow a short support pathway or you’ll be given relevant Help Center guides to assist in solving your question. 

Both options will lead you to our resources and if they don’t help, you’ll be presented with the best way to contact our team, whether that’s via email help request, Live Chat, Phone Support, etc. 

Note: Not all support channels are available for each topic.

If the topic you typed into Solvvy sends you through a short support pathway, you’ll be asked to confirm your topic. 

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If you follow the pathway and the resources presented don't answer your question, when asked Do you still need help?, click Yes.

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Depending on the topic selected, you’ll be presented with the available support options appropriate for that subject. Click the support option you’d like to move forward with. 

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Important: Not all support options will appear, only the support options that are available and appropriate for the topic that you’ve selected will. To review our Live Chat and Phone Support hours, please see: Live Chat hours and Phone Support hours.

If the topic you typed into Solvvy suggests a Help Center guide, you’ll have the option to review it and see if it solves your question. If it doesn’t, scroll down to Was this answer helpful? and click No, show me more

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You’ll be presented with additional Help Center guides. If you’d still like to contact our team, scroll down and click Contact Support

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This will launch all available support options to reach out to our team for the topic and time of day. Select the option you’d like to move forward with. 

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Note: To review our Live Chat and Phone Support hours, please see: Live Chat hours and Phone Support hours.


Accessing Phone Support from your SimplePractice account

To contact Phone Support, follow the steps above to navigate to the ? section of your SimplePractice account and choose  Call a Specialist.

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You’ll then receive information about how to reach us by phone. For more information, see: Getting Phone Support assistance.


Accessing your SimplePractice communications

There are two ways to view and manage your help requests.

From the Help Center

  • Navigate to the Help Center
  • On the top right, click Sign in

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Note: This can also be accessed when viewing our Help Center on a mobile device.

  • Once you successfully sign in, click your name on the top right corner
  • Select My activities

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On the My requests page, you can view the full history of your communication with our Customer Success team.

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From your SimplePractice account

You can also access your My requests page in your SimplePractice account. To do this:

  • Log into SimplePractice
  • On the top right corner, click your avatar
  • Select Open help requests

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Submitting a help request from the Help Center

While you can submit a help request using the ? icon when signed into your SimplePractice account, you can also log into your account from the Help Center. To do this:

  • Navigate to the Help Center
  • Scroll down to the bottom and click Get more help 

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  • Select I have a SimplePractice account

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  • Click I have a question

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Note: When submitting a help request, make sure to include the secure URLs for any client(s) or claim(s) in question. This can significantly decrease the amount of time it takes for us to be able to dig into your question. To learn more about secure client URLs, please see this guide: How to include a secure client URL with your help request.


Can I submit PHI in my help request?

Yes, you have the choice to safely and securely submit PHI to our team if needed. To do so, you will have to select the Submit PHI with my request question topic at the top of the form.

  • This is the view from your SimplePractice account

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  • This is the view from the Help Center

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  • Only include PHI in the Securely submit PHI here box below the description

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Note: Because most email correspondence is not HIPAA-compliant, you will only be interacting with our team through your secure Help Center portal for requests that involve PHI.  This is to ensure the security of your and your clients’ data.


Marking your request solved

Once you hear back from one of our Customer Success representatives, we want you to have the power to determine if the help request you made was solved. If your request has been answered appropriately, you'll want to follow these steps to mark the request Solved:

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  • Select the request you'd like to mark solved
  • Click the Mark as solved button

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If you still need help, do not click the Mark as solved button. Instead, send a follow up message to our Customer Success team asking for more clarification or providing additional information so that they can continue working with you.


Rating the support you received

After your request is marked as solved by either you or a SimplePractice team member, you'll receive an email to rate the support you received.

To provide a rating:

  • Open the email with the subject line: SimplePractice - How would you rate the support you received from us?
  • Based off of your experience, choose either Good, I'm satisfied or Bad, I'm unsatisfied

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  • If you’d like to add any additional comments, you can do so in the box under Add a comment about the quality of support you received (optional)

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  • Click Update

If you've already given a rating for a help request but would like to update the rating, you can do so from your SimplePractice account. To do this:

  • Open your SimplePractice account and click the profile icon in the upper right corner
  • Choose Open help requests

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  • Click the request you'd like to update the rating on
  • Select Change my rating

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  • Choose Good, I'm satisfied or Bad, I'm unsatisfied
  • If you’d like to add any additional comments, you can do so in the box under Add a comment about the quality of support you received (optional)

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  • Click Submit my rating

Submitting a help request as a future SimplePractice customer

For future or potential SimplePractice customers, you can submit a help request directly from the Help Center.

  • Navigate to the Help Center
  • Scroll down to the bottom and click Get more help 

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  • Select I don’t have a SimplePractice account

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  • Choose I want to learn more

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  • Click I still have questions

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  • Enter the required information
  • Under Description, include your question(s)

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  • Click Submit

Still have questions?

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