If you're experiencing issues using the SimplePractice for Clinicians mobile app, you can try the steps below to resolve common problems. Below, we'll cover:
- Logging out and back into your app on iPhone/iPad
- Checking your iOS and app version
- Updating your iOS and app version
- Getting support on iPhone/iPad
We also recommend having at least 1GB of available storage, and a reliable connection to WiFi or cellular data.
Note: To view our main guide on the mobile app for iOS, see Getting started with the mobile app for iPhone/iPad.
Logging out and back into your app on iPhone/iPad
If you’re experiencing any issues with the SimplePractice for Clinicians app, we first recommend that you log out and back in to the app.
To log out of the SimplePractice for Clinicians app:
- Tap your profile in the upper left corner
- Select Sign out
- When the Sign out of the app? prompt appears, tap Sign out
You’ll be returned to the sign-in page. Tap Sign in to re-enter your account details and sign back into your SimplePractice account.
Note: If you have any issues logging into your account, see Troubleshooting login issues in SimplePractice.
Checking your iOS and app version
If you're experiencing technical difficulties using the mobile app, check whether you have an up-to-date operating system (iOS) version and mobile app version. To do this, you can navigate to our Security checkup feature:
- Open the SimplePractice for Clinicians app
- Tap your profile in the upper left corner
- Select Security checkup
Tap the first two options to view more details about the version of your device’s current operating system (iOS) version, and the version of your SimplePractice mobile app.
The Security checkup feature is intended to help you check how secure your mobile device is, along with tips on improving your device’s security. Other information about your device is included, such as your:
- Whether you have Touch ID/Face ID enabled
- Whether you have screen lock enabled
- Whether your device is jailbroken
Updating your iOS version and app
We recommend keeping your SimplePractice for Clinicians app up-to-date for the best experience. If you have auto-updates turned on for your device, your app will have already been updated to the newest version.
Note: To turn on auto-updates, see Turn automatic app updates on or off.
If you have auto-updates turned off, you can manually update the app:
- Open the App Store
- Search for SimplePractice for Clinicians app
- Tap the Update button
Note: If your SimplePractice for Clinicians app is already up-to-date, the button will show Open, rather than Update.
To update your iOS version, see Update iOS on iPhone. For more information, see Devices and iOS versions that can support the app.
Getting support on iPhone/iPad
If you’re unable to resolve the issue after following the steps above, please reach out to our Customer Success team through the mobile app or the browser version of SimplePractice.
To get support through the SimplePractice for Clinicians app:
- Tap your profile in the upper left corner
- Select Get help
Note: On the iPad, you can get help by tapping the ? icon.
- Type in your question or topic
- Tap the triangle icon to send your message
After sending your message, you'll be provided some guides for assistance. You can swipe left or right, then view a specific guide by clicking Learn more.
If you need further assistance, tap I still need help.
Depending on your issue’s topic, you’ll be presented with the available support options for that subject, such as:
- Send an email request
- Call a Specialist
- Chat with a Specialist
To review our live support hours for calling and chatting with a specialist, please see Phone Support hours and Live Chat hours.
Note: If you’d prefer to request assistance via email, you can reach out to our team through the web browser. see Getting support via email help request.
We recommend continuing to use the web browser to access SimplePractice while our Customer Success team is working with you.