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How can I get help from your team?

How can I get help from your team?

While we are always looking to offer more options to support our customers and their needs, we do currently have several different ways for you to connect with a live SimplePractice Customer Success team member:

Email support

To contact our support team via email, you can submit a help request through your SimplePractice account. To do this, follow the steps outlined in this guide: Logging in to SimplePractice and submitting help requests.

We're here to help you from 6:00 AM-7:00 PM PT Monday-Friday. For emergencies like login issues, we're on-call from 9:00 AM-4:00 PM PT Saturday and Sunday.

Live Chat

We offer live chat Monday through Friday, 6:00 AM-6:00 PM PT, and Saturday and Sunday, 7:00 AM-4:00 PM PT, with the following exceptions:

  • 8:45 AM-10:00 AM PT on Wednesdays
  • 10:45 AM-12:00 PM PT on Thursdays
  • Holidays

To get help with contacting our team via chat, consult our Getting Support with live chat guide.

On-demand classes

SimplePractice offers free daily classes, product demos, and Q&A sessions led by product experts to answer questions you have, and get you the information you need. To view our wide range of offerings, click here.

One-on-one video calls

When we get emails that could be more quickly solved "in person," we do offer live video calls or phone calls. We like this solution because:

  • Video calls allow both you and the specialist to view the account at the same time
  • We can speak with you live to address any concerns you may have
  • Often, we can work through your questions in about 15-30 minutes depending on the complexity of your question

You can always work with a specialist to determine if a screen share is a good step for getting you the answers you need.

Phone Support

We also offer Phone Support assistance for specific account setup and troubleshooting questions. Phone Support is available Monday through Friday, 7:00 AM-4:00 PM PT, with the same exceptions as our chat hours.

For assistance with contacting our Phone Support team, see: Getting Phone Support assistance

Ideas and Suggestions Board

The Ideas and Suggestions Board is a place for customers like you to share their ideas about how to enhance the SimplePractice platform, and to vote on ideas shared by colleagues. This board is one of our most important resources for understanding which features will have the most value for our community. To learn more about this board and start participating on it, see Customer feedback: How a customer idea can become a feature in SimplePractice.

SimplePractice Community Forum

The Community Forum is a place for customers like you to share their thoughts and tips on how best to manage their practice. You can learn more about the forum here: Using the SimplePractice Community Forum.

Mobile app

You can access our Help Center and reach our Customer Success team via our iOS and Android mobile apps. You can learn more about receiving help via our mobile apps here: Sending a help request from your mobile app.

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