If you have a question related to a specific client or claim, we highly recommend including the secure client URL or the secure claim URL along with any relevant details when submitting a help request to our team. Providing the secure URL not only will allow us to decrease the amount of time it takes to dig into your question, but it's also a HIPAA-compliant way to communicate with us about a specific client without including PHI. 

To successfully communicate the secure URL along with your help request, follow these steps:

• Secure client URL 
  • Go to the client's Overview page
  • Copy the secure client URL
    
• Secure claim URL 
  • Navigate to the specific claim in question
  • Copy the secure claim URL 
    
    

Note: If you're using Safari, make sure to click into the URL field to copy the entire secure URL.

• Paste the secure URL in the Client URL field on your help request
  

Tip: You can include more than one secure URL if you have the same question across two or more clients or claims.

If you have an existing help request, you can copy and paste the secure client or claim URL in a reply email. As long as you're using the secure client or claim URL, your client's information will remain secure. 

Note: For more information about submitting help requests, please see this guide: Logging in to SimplePractice and submitting help requests.