As a Grow Therapy client, you can receive assistance from both your provider and the Support Team. While your provider manages your clinical care, the Support Team is here to help with the client portal, technical issues, and more. This guide explains who to contact to ensure you get the right help at the right time.
Key Takeaways:
Contact your provider for clinical matters, including therapy-related questions, medication management, and session changes within 24 hours.
Contact the Support Team for help with the client portal, login issues, technical troubleshooting, or updating personal account information.
The Support Team is able to assist with appointment changes more than 24 hours in advance and may help with urgent cancellations with less than 24 hours' notice in special cases, such as emergencies.
For billing questions, start with your provider. If you can't reach them, the Support Team can help with fee disputes and insurance updates.
If your provider doesn't respond within 48 hours, contact the Support Team to escalate your request.
When to contact your provider
Your provider is the main point of contact for anything related to your care. Use the messaging feature in your client portal to contact your provider directly.
🧑⚕️ Therapeutic and clinical matters
Clinical support: Your provider handles therapeutic concerns, treatment planning, and clinical support services, like medication management.
Appointment scheduling (within 24 hours): To cancel an appointment occurring in less than 24 hours or adjust a recurring series, contact your provider. Keep in mind that late fees may still apply based on their individual cancellation policy.
Forms: Providers manage clinical forms, like intake paperwork, check-ins, and safety plans.
🌟 TIP: Grow Therapy providers are independent practitioners. Although they run their own practices, they adhere to Grow's care guidelines. If you do not receive a response from your provider within 48 hours, please reach out to the Support Team for additional assistance.
When to contact the Support Team
The Support Team helps with technical issues, account management, and more. Please use the following examples as a reference, and use the help widget in the client portal to connect with a representative for assistance.
💬 Provider-related support
Provider outreach: If you are uncomfortable ending care directly with a provider, the Support Team can help initiate or facilitate the conversation.
Urgent concerns: For urgent needs like delayed medication refills, the team can contact your provider on your behalf.
Missed appointments: Report a provider "no-show" to the Support Team for review and next steps.
🔐 Technical and account help
Login or portal access issues: The team can help with login issues, like password resets and two-step verification errors. If you are locked out of your account, submit the Contact Us form to reach the Support Team directly.
Update account information: The Support Team can update your personal information, including name, birthdate, contact details, and address, and merge duplicate accounts.
Troubleshoot technical or platform issues: Reach out if you encounter issues with telehealth video features, messaging, or scheduling tools.
👤 Client portal and appointment management
Appointment scheduling (over 24 hours out): The Support Team can help with scheduling, rescheduling, or canceling sessions more than 24 hours in advance. In some cases, such as medical or family emergencies, they may also assist with last-minute cancellations.
General help: The Support Team can answer "how-to" questions related to your account and connect you with useful Help Center resources.
📑 Billing and insurance questions
Insurance updates: The team can update your insurance on file or verify if it's in-network.
Fee disputes: We recommend addressing any disputed fees with your provider initially. If you do not receive a response, please contact the Support Team for further assistance.