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How can I get help from your team?

How can I get help from your team?

While we’re always looking to offer more options to support our customers and their needs, we do have several different ways for you to connect with a live SimplePractice Customer Success team member. In this guide, we’ll cover:

Email support

To contact our support team via email, you can submit a help request through your SimplePractice account. To learn how to do this, see Logging in to SimplePractice and submitting help requests.

Our 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, even outside of the support hours listed above.

Live Chat

You can contact our support team via Live Chat through your SimplePractice account. To get help with contacting our team via chat, see Getting support with Live Chat.

Our 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 closed at the following times:

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

Note: If your question is complex or requires an in-depth investigation, the Customer Success representative on chat will create a follow up email request on your behalf.

On-demand classes

SimplePractice offers free daily classes, product demos, and Q&A sessions led by Customer Success representatives to answer your questions, and get you the information you need. To view a full list of our on-demand classes, see On-demand Classes and Q&As.

One-on-one video calls

When we receive email help requests that could be more quickly solved over a call, we  offer live video calls. We like this solution because:

  • Video calls allow both you and the specialist to view your 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

To schedule a one-on-one video call, reach out to our team via email help request with details about what you’d like to discuss. This will allow us to direct you to the team member best suited to answer your question(s) over video call. To learn more, see Logging in to SimplePractice and submitting help requests.

Phone Support

We also offer Phone Support assistance for specific account setup, Telehealth troubleshooting questions, and login assistance. Phone Support is available Monday through Friday, 7:00 AM-5:00 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 ideas about how to enhance the SimplePractice platform, and to vote on ideas shared by colleagues. This board is one of the most important resources for our team to understand which features will have the most value for our community. To learn how you can participate on this board, 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. To learn more, see Using the SimplePractice Community Forum.

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