Submitting help ticket

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Debra Martin

• March 05, 2019 13:39

I have attempted to send in a help ticket for over a week now. I have cleared cache on phone and can’t submit. I have cleared history on lap top and tried different servers. When I get to sending email it only gives me the back option and won’t allow it to submit.
I can’t find any other way to contact Simple Practice. Any suggestion or help appreciated.
Debra

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  Gillian

  • March 13, 2019 21:59

  Debra, apologies for the delayed response. We'd love to help. I'll create a help request on your behalf - can you clarify what you'd like assistance with?

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  Deanna Voisine

  • April 05, 2019 13:46

  I also need help and wish I could just chat with an actual person or that there was a phone number...can I get a ticket for help request please?  Trying to switch and having lots of issues. Also accidentally paid for telehealth and I don't need that or do that and want that portion refunded...

   

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  Gillian

  • April 05, 2019 23:35

  Sure thing, Deanna. Our team will reach out to you privately to assist. 

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  Meghann Garrett

  • April 17, 2019 18:11

  Can you please create a help ticket for me as well I don't understand why all I can find is the community and not just a button to submit for a needed assistance from admin. This is too complicated. This thread is all I can find.

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  Gillian

  • April 18, 2019 23:36

  Hi Meghann, sure thing. To send a request, click "Submit a Request," then "Email" or "Chat" during Chat hours. Can you clarify for me the issue you're experiencing so I can route your request to the best team to help?

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  Meghann Garrett

  • April 19, 2019 04:24

  I apologize for my tone I was frustrated. I don’t know why I had such a hard time finding the help button last time from your message it looks like it’s online at certain times? I sent a message through the help line. Thanks

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  Gillian

  • April 19, 2019 22:30

  Hi Meghann, our Help button is available 24/7. Chat is available from 7am to 1pm PST M-Th and 7am-11am on Fridays.

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  Rebecca Konarz

  • May 14, 2019 20:59

  I also try to submit a request and it wants an insurance card

   

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  Gillian

  • May 15, 2019 22:51

  Hi Rebecca, try selecting a different option from the drop-down menu for your request so that you don't need to check off whether or not the client has an insurance card entered.

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  Nannette K. Thomas

  • June 03, 2019 21:16

  Gillian,

  I can't figure out how to submit a help request either.  I'm not new to Simple Practice.  I am actually thinking I might need to leave Simple Practice, though, because I work with families and in a year and a half, I have seen no progress on family functionality.  I am constantly running into problems.  

   

   

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  Gillian

  • June 04, 2019 19:50
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  Hi Nannette, I'll go ahead and create a Help request on your behalf. Can you clarify for me where in the process you're getting stuck? Our updates to SimplePractice related to families and guardians are being worked on currently - software development takes time and care, but I can assure you that we're making progress toward more functionality for therapists like you.

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  Hannah Carpenter

  • July 06, 2019 13:29

  I am having trouble creating a help ticket to check on an enrollment. Can someone please help me create a help ticket to follow up on this enrollment issue. Thank you

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  Hannah Carpenter

  • July 09, 2019 13:26

  I am not able to submit a request ticket and am trying a follow up to a previous request. I am attempting to local information for an ERA enrollment form to submit. Can someone from support reach out? Thank you

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  Gillian

  • July 09, 2019 18:01

  Hi Hannah, I'll have a member of our Success team reach out to you to assist today.

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  Hannah Carpenter

  • July 09, 2019 19:59

  Thank you

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  Amanda W. Miller

  • March 18, 2020 16:27

  I am requesting a phone number to call in for help regarding billing/filing claim with LABLS. 

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  Gillian

  • March 18, 2020 23:09

  Hi Amanda, a member of our Success team will reach out to you shortly. While we don't currently have a direct phone line, we're happy to support our customers via Chat, Email, and through video calls scheduled at your convenience. Please note that due to the circumstances around COVID-19, we have a high volume of requests.

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  Nicky Underwood

  • March 29, 2020 21:52

  We are a PLLC, but in the simple practice set up, it only has LLC, How do we show the PLLC?

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  Michael

  • April 01, 2020 15:47

  Hi, Nicky. At this time the only option available in Stripe is to designate yourself as an LLC, but as long as your EIN and Business Name are verified with the IRS, this should be sufficient in terms of record keeping. 

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  Theresa B. McVeigh, LCSW-R

  • May 06, 2020 00:24

  I am in the process of switching and i need some help in figuring out the process. I completed the switching template and sent a mass document request to my clients.  What is the logical next step. Will someone talk to me in person to help me with this process.  If i have to keep looking up documents in your library i will be at ths for 2 months and I'm sure it doesn't need to be this complicated. Also do you have a link to get a copy of the entire process of switching to Simple Practice. Please help. 

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  Marcia Prinz LCSW

  • November 29, 2020 16:18

  I frequently have a problem whereas I have the Professional Account INCLUDING TELEHEALTH, but have been cut-off Telehealth video access. Somehow this gets messed-up. I also have to sign-in each time between looking at the calendar & attempting a video session. I have been without video sessions for two DAYS now! My clients are not being served. 

  It would be helpful to have this updated once & for all.

  Appreciatively,

  Marcia Prinz LCSW

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  Ruth

  • November 30, 2020 22:47

  Hi Marcia, it looks like you emailed an unmonitored email, support @ simplepractice .com instead of using the ? icon to the bottom right corner of your account > Get Help function to get in contact with us. Next time please use the ? icon, or use this link to submit an email Help Request. I've created a help request on your behalf so that a member of our Customer Success Team can investigate your Telehealth feature specifically. 

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  Enna R. O’Donnell, LMFT

  • April 16, 2021 21:22

  Hello,  I need help specifically for business support to change my settings to my private practice from the non-profit i am currently under.  I already sent in a request for help, earlier this week, but I haven't gotten a response back.  Please let me know how to schedule a support session.

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  Jana Hull

  • April 20, 2021 14:41

  I have repeatedly tried to terminate the simple practice account to no avail.  There is not a contact number or email or customer service.  How do I

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  Jana Hull

  • April 20, 2021 14:43

  I have repeatedly tried to terminate the simple practice account to no avail.  There is not a contact number or email or customer service.  How do I terminate services

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  Carmen E. Spooner

  • September 16, 2021 16:15

  I am requesting live technical support to resolve two issues. I have tried before and never received a call back.

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  Georgia Bryce-Hutchinson

  • September 30, 2021 18:30

  Payment from Stripe is less than amount listed. I'd like a contact person/number/email please.

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  Hannah Carpenter

  • November 12, 2021 17:30

  I need to send a help desk ticket to find out if a claim has gone through or not? Where do I do this?

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  Andrea P. Rose

  • January 24, 2022 19:46

  I need help with a specific claim that is not going through on Medicare. They told me to contact you. The rejection is A8-163 and I have verified everything on the claim multiple times. 

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  Cadara E. Parks

  • April 15, 2022 18:34

  I need some assistance with why the insurance is not showing up as paid under the client's billing profile of their account. How can this be fixed? 

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