To simplify your workflow, we’ve streamlined the process for logging in and securely submitting help requests. After signing in to your SimplePractice account, you'll have access to your help requests and the Help Center, allowing you to manage everything from one place.

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 can mark the request as solved, or 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.

In this guide, we'll cover:

• Signing in
• Getting support directly in your SimplePractice account
• Accessing Phone Support from your SimplePractice account
• Accessing your SimplePractice communications
• Submitting a help request from the Help Center
• Submitting PHI with your help request
• Marking your request solved
• Rating the support you received
• Submitting a help request as a future SimplePractice customer

Signing in

For current SimplePractice customers, use the email and password associated with your account on the SimplePractice Sign-in page to sign in.

Getting support directly 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:

• Log into your SimplePractice account
• Click the ? in the lower right corner
• Select Ask questions
• Type in your question or topic
• Click Enter/Return on your keyboard or the paper airplane icon to send

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 sends you through a short support pathway, you’ll be asked to confirm your topic. 

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

Depending on the topic selected, you’ll be presented with the available support options appropriate for that subject. Select Send an email request or Other live support options to access Live Chat or Phone Support.

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 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 helpful? and click No.

The chatbot will present additional Help Center guides. Scroll down and select No again. 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.

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 click Other live support options.

• Select Call a Specialist

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

If your original question prompts different support channels, select the appropriate topic.

• Follow the support pathway
• Click Yes when prompted if you still need help

• Select Other live support options

• Choose Call a Specialist

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 hours, please see Live Chat hours.

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

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

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

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

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 

• Select I have a SimplePractice account

• Click I have a question

• You’ll be directed to the sign in page, where you can log into your account
• From there, follow the steps in Accessing your SimplePractice communications to continue submitting your request

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, see Sharing a secure URL with your help request.

Submitting PHI with your help request

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

• This is the view from your SimplePractice account

• This is the view from the Help Center

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

Note: Because most email correspondence isn't HIPAA-compliant, you'll 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, follow these steps to mark the request Solved:

• Log into the Help Center and select My activities

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

If you still need help, don't click Mark as solved. 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

• 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)

• 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

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

• 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)

• 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 

• Select I don’t have a SimplePractice account

• Choose I want to learn more

• Click I still have questions

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

• Click Submit