Note: We’re currently rolling out a new version of our chatbot. Until it’s available in your account, the chatbot may look slightly different than what’s shown here.
SimplePractice offers phone support for account setup and troubleshooting questions. When you call, you’ll connect directly with a specialist who can help with these select topics. If your question falls outside of phone support, our team will make sure you’re routed to the best support option.
Below, we'll cover:
- Phone support hours and availability
- Topics phone support can help with
- Contacting phone support
- Accessing premium phone support
Phone support hours and availability
Our phone support line is available 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 a device where you can sign in. If your question requires additional investigation, the specialist may create an email request to follow up with you.
Important: To remain HIPAA compliant, don’t share any PHI during calls, as they may be monitored or recorded for quality assurance.
For security, you may be asked to verify information associated with your SimplePractice account, such as your email address, phone number, or other identifying details. This can include your date of birth on file, the last four digits of the card on file, account creation date, NPI, professional license type, or the date and time of your most recent client appointment. Please also have a valid ID available if account information needs to be updated.
Topics phone support can help with
Phone support can assist with basic questions and urgent access or quality issues, including:
- Login help
- Account email verification
- Telehealth assistance
- Accidentally sharing PHI with the wrong client
- Trial-related questions
- Adding or deleting team members
- Client Portal setup
- Documentation and reporting
Important: Some questions require additional investigation or account-specific review. In those cases, submitting an email request allows our team to investigate and follow up with you more effectively.
Contacting phone support
To contact phone support:
- Sign in to your SimplePractice account
- Click the question mark icon in the bottom right corner
- Select Ask questions
Note: If you recently had a conversation with the chatbot, your previous conversation will display first. To start a new conversation, click the menu icon in the top left corner of the chatbot and select Send us a new message.
- Type your question
- Press Enter/Return on your keyboard or select the paper plane icon
The chatbot will respond with an answer and may ask follow-up questions. To view a related Help Center article, click the link icon in the chatbot’s reply.
If the answer doesn’t resolve your question and you’d still like to speak with a specialist, type phone support.
Important: If phone support is closed, you’ll be prompted to send an email request or chat with a specialist during live chat hours.
Accessing premium phone support
Paid customers on the Plus plan have access to a premium phone support line for faster assistance. The phone number is included in the welcome email sent when you move from a trial to a paid account.
Premium phone support provides faster assistance for the following topics:
- Login help
- Account email verification
- Telehealth assistance
- Accidentally sharing PHI with the wrong client
- Trial-related questions
- Adding or deleting team members
- Client Portal setup
- Documentation and reporting
For other questions, we recommend submitting an email request or using live chat. To view all of our support options, see How can I get help from your team?