To simplify your workflow, we’ve streamlined the process for logging in and securely submitting help requests. You only need to log in 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
- Accessing your SimplePractice communications
- Submitting a help request from the Help Center
- Can I submit PHI in my help request?
- Marking your request solved
- Sending in requests as a future or potential SimplePractice customer
Signing in
For current SimplePractice customers, 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.
Note: This button can be found on each page of the Help Center except for the homepage. It is only available for current SimplePractice customers. This button is also only available when accessing the Help Center from a laptop/desktop.
From there, you will enter your username and password:
Once you successfully sign in, click your name on the upper-right and select My activities:
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 question mark icon on 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:
You'll then see a window that asks you to tell us about what you need help with:
Followed by seeing a curated list of resources related to your request:
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:
Once you select Submit Now, you'll see confirmation that your request has been sent to us:
You can view and access your requests from the My activities page:
To respond back to your Product or Insurance Specialist, select the request, type in your response, and press Submit:
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 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 Submit
Note: If you still need help, do not 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 provide 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. You can also reply to the open request letting the Customer Success representative know that it is solved.
Sending in requests as a future or potential SimplePractice customer
For future or potential SimplePractice customers, you’ll select the Not a Customer option:
You'll be directed to fill in your information and your question on a form tailored specifically for you:
