SimplePractice offers several ways to connect with our Customer Success team. This guide outlines the available support options and how to choose the best one for your needs:
- Email support
- Live chat
- Phone support
- Live demos and Q&As
- One-on-one video calls
- Ideas and Suggestions Board
Email support
To contact our support team by email, submit a help request through your SimplePractice account. For step-by-step instructions, see Getting support via email help request.
Email support hours are:
| Days | Hours |
| Monday-Friday | 6:00 AM-7:00 PM PT |
| Saturday-Sunday | 6:00 AM-6:00 PM PT |
Note: You can submit email help requests at any time. Requests submitted outside of support hours will be reviewed during the next available support window.
Live chat
You can also connect with our team through live chat in your SimplePractice account. For step-by-step instructions, see Getting support with live chat.
Live chat hours are:
| Days | Hours |
| Monday-Friday | 6:00 AM–6:00 PM PT |
| Saturday-Sunday | 7:00 AM–4:00 PM PT |
Live chat is unavailable during:
- Wednesdays, 8:45 AM–10:00 AM PT
- Thursdays, 10:45 AM–12:00 PM PT
- Holidays
Note: If your question requires in-depth investigation, the specialist may create a follow-up email request to ensure your issue is reviewed thoroughly.
Phone support
Phone support can assist with limited topics, such as account setup, login help, and Telehealth troubleshooting. For step-by-step instructions, see Getting phone support assistance.
Phone support is available Monday through Friday, 7:00 AM–5:00 PM PT, with the same exceptions as live chat.
Live demos and Q&As
SimplePractice offers live demos and Q&A led by specialists, where you can ask questions and get real-time guidance. To view and register for a live session, see Live Q&As and on-demand classes.
One-on-one video calls
In some cases, questions submitted by email can be resolved more efficiently through a video call. One-on-one video calls let you review your account together with a specialist and discuss your questions in real time.
Benefits of a one-on-one video call include:
-
- Viewing your account alongside a specialist
- Discussing your questions live
- Resolving many questions within 15-30 minutes, depending on complexity
To request a one-on-one video call, submit an email help request with details about what you’d like to discuss. This helps us connect you with the team member best suited to assist you. For more information, see Getting support via email help request.
Note: We use Zoom for one-on-one video calls. For more information about joining and preparing for these calls, see Using Zoom for one-on-one support calls and screen sharing.
Ideas and Suggestions Board
The Ideas and Suggestions Board lets you share feedback and vote on ideas submitted by other SimplePractice customers. This helps our team better understand which improvements are most valuable to the community.
To learn how to submit and view ideas, see Sharing feedback and tracking a customer idea.