Troubleshooting the mobile app on Android

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:

• Clearing your cache and syncing your app on Android
• Logging out and back into your app on Android
• Checking your Android and app version
• Updating your Android and app version
• Getting support on Android

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 Using the mobile app for Android.

Clearing your cache and syncing your app on Android

These steps allow the SimplePractice for Clinicians app to refresh and sync with existing data in your SimplePractice account.

To clear your cache:

1. Tap the three stacked lines on the left side
2. Select Settings > Clear cache

To sync your account:

1. Tap the three stacked lines on the left side
2. Select Sync your account

Note: Load times will vary depending on your network connection and how much data you have in SimplePractice.

Logging out and back into your app on Android

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:

1. Tap your profile in the upper left corner
2. Select 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 Android and app version

If you're experiencing technical difficulties using the mobile app, check whether you have an up-to-date Android version and mobile app version. To do this, you can navigate to our Security checkup feature:

1. Open the SimplePractice for Clinicians app
2. Tap your profile in the upper left corner
3. Select Security checkup

Tap the first two options to view more details about the version of your Android 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 Fingerprint enabled
• Whether you have screen lock enabled
• Whether your device is rooted

Updating your Android and app version

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.

To update the SimplePractice app for Android:

1. Open the Google Play store
2. Select the SimplePractice for Clinicians app
3. Tap Update

To update your Android version, see How to update your Android phone: a guide to updating your phone’s OS and security. For more information, see Devices and Android versions that can support the app.

Getting support on Android

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:

1. Tap your profile in the upper left corner
2. Select Get help

3. Type in your question or topic
4. Tap the triangle icon to send your message

5. 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

If you continue to indicate that you need further assistance, 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.