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Submitting help ticket

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33 comments

  • Gillian

    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

    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

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

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  • Meghann Garrett

    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

    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

    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

    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

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

     

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  • Gillian

    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

    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

    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

    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

    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

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

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  • Hannah Carpenter

    Thank you

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  • Amanda W. Power - Miller

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

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  • Gillian

    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

    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

    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

    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

    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

    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

    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

    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

    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

    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

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

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  • Hannah Carpenter

    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

    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

    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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