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Unable to find a Live Chat option or Talk with Real Person

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14 comments

  • Tamara Irons

    I REALLY need to SPEAK/CHAT with a live person to help me.  The videos are insufficient.  

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  • Jenifer D'Souza

    i am having difficulty accessing video with clients

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  • Robin L. Hudson

    I need to talk to a live person about billing. I did a live class and was told by presenter we could schedule a live person chat.

     

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  • Teresa Haeg

    I need to talk to a live person now or I will cancel my account.

    Teresa Haeg

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  • Amy Rogge

    I do not have access to my live chat either.  I have sent 3 emails, with zero response.  Have searched and searched for a phone number to call and have yet to find one.  Very frustrating!

     

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  • Jyl Scott-Reagan

    I need to speak or chat with a customer service person

     

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  • Dr. Kristin L. Hansen

    I am having the same problem.

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  • Tamara Irons

    You can request a live chat (30 minutes) in the help box.  I did have a video session with a live person.

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  • Catherine F. Hosley

    I need talk to someone in billing. I thought the fee was 3% and it looks like 6. Also, I do not see the funding in my account

     

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  • Michelle M. Muff

     I want to join but I need a real live person to assist me.  Is that possible?  Do you not have a sales team?  How do I schedule a demo?  

     

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  • Michelle M. Muff

    I tried to email you but the system would not allow me to submit a questions.  The submit button was faded and I could not email you.  Can you contact me with some questions regarding enrollment in simple practice a demo and or tele health solutions?  My email is compassionmn@gmail.com

    (507) 310-1321

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  • Ruth

    Hi All - We sincerely apologize for the time it's taken to address this post.

    Our Customer Success Group has been inundated with requests since the start of the COVID-19 pandemic. We're currently working on how to efficiently respond to Community Forum posts during these unprecedented times. We're also building out a Phone Support Group, so we hear you and are doing our best to accommodate your requests.

    Currently, the quickest way for you to get in touch with us directly is by submitting a SimplePractice Help Request Form. You can also reach us on our Live Chat feature, offered Tuesday - Thursday, 7am - 6pm PT (learn more here). We're temporarily not offering Chat Mondays and Fridays. 

    Although we're periodically monitoring the Community Forum and plan on improving our response times to questions posed here, this is also a place for customers to exchange ideas and engage with one another on how to best use our platform. Thank you all for contributing to this post and acting as resources for each other in the meantime. 

    Now to answer some specific questions:

    Andrea - Although you can go to Billing > Export Transactions and Export a spreadsheet, in Quickbooks, or CSV/ Excel, of all charges recorded in your SimplePractice account, you can't do accounting for other business expenses through our system. Here's more on Exporting Transactions. We also send you a 1099 Tax Report at the start of every year.

    Robin - It looks like Monika, an Insurance Specialist, emailed you about needing to get credentialed, or panelled, with the insurance payer Tricare East before being able to submit an enrollment through SimplePractice. We're unable to help with the credentialing process, but please let us know once you've done that so we can further assist you. 

    Catherine - Our credit card processing fee is 2.95% + $0.30 per successful transaction. This includes any refunds you may have initiated. You can go to Billing > Card Transactions to see how much you were charged per transaction within a set date range. If you'd like us to investigate a specific transaction, please submit a Help Request using the form I mentioned above. For more information, check out our guide on Processing Online Payments. 

    Michelle - You can click here to sign up with our live SimplePractice Demo and Q&A, hosted by a Product Specialist. We also offer recurring free online classes every day throughout the week on various subjects. If you're new to SimplePractice, I'd specifically recommend attending our Getting Started class,

     

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  • Bahiyya Amh-Shere

    I am a current customer and need to speak with a customer service representative.  Bahiyya Amh-Shere

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  • Ruth

    Hi Bahiyya - As I mentioned before, the best way to get in touch with us would be to submit a Help Request, or use our Live Chat feature. In your Help Request, or Live Chat, you can ask to schedule a call. 

    To submit a Help Request from your SimplePractice account, click the "?" icon to the bottom right > Get Help > Ask Question > Email. You can also click here to submit a Help Request: SimplePractice Help Request Form.

    Alternatively, reach us on our Live Chat feature from your account by clicking the "?" icon to the bottom right > Get Help > Ask Question > Live Chat. It's available Tuesday - Thursday, 7am - 6pm PT.

    I'm going to close this thread for commenting now, but please reach out to us in the methods I indicated above. 

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