When an insurance issue arises, Grow Therapy’s Provider & Client Outreach (PCO) team emails clients and their providers to inform them of the problem. This email explains the current issue and how to resolve it. If you are unresponsive to multiple outreaches, your account will be paused. Pausing your account helps prevent further insurance claim denials and rejections. A paused account also suspends future scheduling until the matter is resolved.
Key Points
Your account may be paused if there's an insurance issue that needs to be resolved, such as a mismatch in your name, Member ID, or date of birth, a coordination of benefits requirement, or a missing or outdated payment method.
A paused account means you and your provider cannot schedule future appointments until the issue is resolved.
To unpause your account, reply to the PCO team's email with the requested information. Only the PCO team can unpause your account.
If you can't find or reply to the email, you can reach the PCO team through the Help Widget in your client portal.
Once your account is unpaused, you and your provider will receive a confirmation email and scheduling will resume.
Frequently asked questions
What are the main reasons for a paused account status?
The most common reasons why your account may be flagged and paused:
Your name doesn’t match the insurance records.
Your Member ID does not match the insurance records.
Your date of birth does not match your insurance records.
Your primary insurance information is needed to coordinate benefits.
Your secondary insurance information is necessary to coordinate benefits.
Prior authorization is required from insurance.
Your payment information on file is missing, expired, or could not be processed.
What happens when my account is paused?
When your account is paused, the PCO team emails you and your provider to explain the situation and how to resolve it. A paused account means you and your provider cannot schedule future appointments.
To unpause your account, reply to the email and address any insurance issues. The PCO team's email will include specific instructions for your situation — follow those steps carefully, as the resolution process differs depending on the reason for the pause. Once unpaused, you and your providers will receive a confirmation email, and scheduling can continue.
Why can’t I continue to schedule appointments?
Placing a pause on scheduling capabilities prevents additional billing complications. You need to speak directly with the PCO team to resolve your insurance issues and prevent further claim complications, which can result in unforeseen financial burdens.
Can I automatically unpause my account?
No. Only the Provider & Client Outreach (PCO) team can unpause your account.
How long does it take to unpause my account?
Once you've responded to the PCO team and provided the requested information, the process typically takes a few business days. You'll receive a confirmation email when your account has been unpaused and scheduling is available again. If you've received a confirmation but your provider still can't book sessions, contact the Support Team so we can look into it.
Can't find or reply to the PCO team's email?
If you received a notification that your account is paused but can't locate the PCO team's email — or if you received it but were unable to reply — you can reach the PCO team directly through your client portal. From your client portal dashboard, follow the steps below:
Open the Help Widget in the bottom-right of the screen.
Select Send us a message to launch the support bot (GrowBot).
Type "Unpause my account" and send. You'll receive specific instructions on how to connect with the PCO team from there.