SimplePractice offers assistance through our Phone Support line for specific account setup and troubleshooting questions. When calling into our Phone Support line, you can connect directly with a specialist to assist you with your questions.

In this guide, we’ll cover: 

• Phone Support hours
• Questions we can help with on a Phone Support call
• How to get help via Phone Support
• Premium phone support line

Phone Support hours

Our Phone Support line is open Monday through Friday, 7:00 AM - 5:00 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

When calling, please have access to your SimplePractice account or be at a device where you'll be able to log in to your account. If your question requires further investigation, our specialists will create a help request to follow up with you.

Important: To remain HIPAA compliant, don't share any PHI during the call or any subsequent video or audio calls as they may be monitored or recorded for quality assurance purposes. For security, be prepared to verify the email address and phone number associated with your SimplePractice account. We may also ask for the date of birth on file, last 4 digits of the credit card on file, account creation date, NPI, professional license type, and/or the date and time of the most recent client appointment on your SimplePractice calendar. Please have a valid ID on hand in case any account information needs to be updated.

Questions we can help with on a Phone Support call

We’re able to answer basic questions about SimplePractice and help with specific urgent accessibility and quality issues. This includes:

• Login help
• Telehealth assistance
• Account email verification
• Trial customer inquiries
• Accidentally sharing PHI with the wrong client
• Adding or deleting team members
• Documentation and reporting 
• Client Portal setup

Note: If your question involves investigation into a specific client’s account or complex technical issues, please submit a help request instead.

How to get help via Phone Support

If you’d like to speak directly with one of our specialists:

• Log in to your SimplePractice account
• Click the question mark in the lower right corner

• Select Ask questions
• Type in Phone Support
• Click Enter/Return on your keyboard or the paper airplane icon to send

• You’ll be presented with different support pathways
• Select the appropriate topic

• Continue to follow the support pathway
• Click Yes for Do you still need help?

• Choose Call a Specialist

• When you click Call a Specialist, you’ll receive information about how to reach us by phone

Important: If Call a Specialist isn’t an option, Phone Support isn't offered for the topic you selected. If Phone Support is closed, you’ll be asked to submit an email request instead. To review our Phone Support hours, see Phone Support hours.

Premium phone support line

The premium phone support line is available for paid customers on the updated Plus plan, and allows for faster access to our phone support team. The premium phone support line number is shared in a welcome email with customers on the Plus plan when they convert from trial to a paid account.

Our premium phone support line is currently for faster assistance with the following topics: 

• Login help
• Telehealth assistance
• Account email verification
• Trial customer inquiries
• Accidentally sharing PHI with the wrong client
• Adding or deleting team members
• Documentation and reporting
• Client Portal setup questions

If you have a question related to another topic, we recommend submitting a help request, or writing into chat to determine the best way our team can assist you. We also offer on-demand online classes.