Please note that due to the circumstances around COVID-19, we are seeing a significant increase in the number of help requests to our Customer Success group and we're working to respond as quickly as possible. We do strongly encourage you to take advantage of all the free resources we have available. Thank you for your patience and understanding. 

Community
Sign In
New to the SimplePractice Community? Click here.

Logging in to SimplePractice and submitting help requests

Avatar
Laura

To simplify your workflow, we’ve streamlined the process for logging in and securely submitting help requests. You only need to login once to access your SimplePractice accounts, help requests, and the Help Center. This means that once you log into one of these applications, you will automatically be logged into all of them.

Having one sign-in saves you time and effort because it:

  • Creates a personal portal for you where you can initiate, follow up on, and even 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 will speed up response times even more and allows our team to better focus our efforts faster.
  • Increases the security of your SimplePractice account - we’ve gone an extra step to secure the exchange of your data.

Below, you'll find more information related to:

Signing in

For current SimplePractice members, the only thing you need to do is sign in using the information associated with your SimplePractice account.

Accessing your SimplePractice communications

To see and manage the full history of your communications with SimplePractice, you will need to access the Sign in button found on most pages of the Help Center:

Use the Sign In button on the top right of most Help Center pages to access all of your communcations with SimplePractice

Note: This button can be found on each page of the Help Center except for the homepage and is only available for current SimplePractice members. This button is also only available when accessing the Help Center from a laptop/desktop.

From there, you will enter your username and password:

Log in to your account on the Help Center

Once you successfully sign in, select My activities:

Select My activities from the drop down menu in the top right corner after clicking on your name

From here, you can see all of your current and previous help requests along with their statuses.

Submitting a help request from the Help Center

While you now can still submit a help request using the blue Help button (question mark icon) in the lower right of your account page, you can also submit them directly through the Help Center. To do this, you will need to select a request and click Submit a Request:

Click the Submit a Request button on the My activities page within the Help Center

You'll then see a window that asks you to tell us about what you need help with:

Step 1 is to ask your question in the text box

Followed by seeing a curated list of resources related to your request:

Step 2 is to see if any existing resources related to your ask will give you the solution you're looking for

If the resources answered your question, you'll want to choose the Solved option. If you still need help, choose the Submit a request option.

Once you choose the Submit a request option, you will need to select the topic of your question. Next, you'll need to fill in a Subject and a Description so we that we can have a solid starting place to work with you:

Step 3 is to fill out a request in more detail if you still needed help after step 2

Once you select Submit Now, you'll see confirmation that your request has been sent to us:

Be sure that you receive the Message Sent confirmation after submitting to make sure that your request went through

And you can view and access your requests from the My Activities page:

Manage your requests on the My Activities page

To respond back to your Product or Insurance Specialist, select the request, type in your response, and press Submit:

Clicking the black Submit button will send your response to our Customer Success Team member

Note: When submitting a help request to our team, make sure to include the secure URLs for any client(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:

You must select the Submit PHI with my request topic in step 3 in order to securely submit PHI to SimplePractice

You should only include PHI in the Securely submit PHI here box below the description. 

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.

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:

  • Click into the comment box to make the Please Consider This Request Solved checkbox appear
  • Click the Please Consider This Request Solved checkbox
  • Press SubmitCheck the Please Consider This Request Solved box to mark your request as solved

Note: If you still need help, you do not want to click the Please Consider This Request Solved checkbox. Instead, simply send a follow up message to our Customer Success representatives asking for more clarification or providing additional information so that they can continue working with you.

Tip: The Please Consider This Request Solved box will not appear on requests that are open and require a status update from our team, and the box will also not appear for customers with outdated browsers. 

Sending in requests as a future or potential SimplePractice member

For future or potential SimplePractice members, you’ll select the Not a Customer option:

You can send Help Center requests if you are not a SimplePractice customer but are considering it by selecting our Not a Customer? option

And you’ll be directed to fill in your information and your question on a form tailored specifically for you:

You can fill out your request on a specially made form for non-customers

 

Have more questions? Submit a request