Your provider handles your clinical care. The Support Team handles everything related to your account, portal, billing, and escalations. Knowing which one to contact first can save you significant time.
⚠️ Important: If you're experiencing a medical emergency or have run out of a medication you depend on, call 911 or go to the nearest emergency room. Do not wait for a provider response.
Key Points:
Contact your provider for anything clinical: therapy questions, medication management, session changes within 24 hours, and clinical forms.
Contact the Support Team for portal access, billing issues, appointment changes more than 24 hours out, account updates, records requests, and complaints.
If your provider hasn't responded within 48 hours, contact the Support Team to escalate.
The Support Team cannot prescribe medication, contact pharmacies, or make clinical decisions, but they can escalate to your provider or help you find a new prescriber.
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.
Clinical forms: Providers manage clinical forms, like intake paperwork, check-ins, and safety plans.
🌟 Note: 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, escalations, 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 escalations: For urgent needs, such as delayed medication refills, the team can contact your provider on your behalf. Note that the Support Team cannot send prescriptions or contact pharmacies directly — we can escalate to your provider and, if needed, help you find an alternative prescriber.
Provider no-shows: Report a provider "no-show" to the Support Team for review and next steps.
Prescription and medication questions
If your prescription hasn't been sent, hasn't arrived at your pharmacy, or needs to be redirected to a different location, start by messaging your provider through the client portal. Providers are expected to respond within 1–2 business days. If you haven't heard back after 48 hours, contact the Support Team. They can follow up on your behalf, though only your provider can send or update a prescription.
For step-by-step guidance on all prescription scenarios, including wrong pharmacy, prior authorization, and urgent needs, see What to do if your provider hasn't sent your prescription.
Medical records
To request a copy of your medical records (for a new provider, attorney, disability claim, or insurance purpose), start by messaging your provider through your client portal.
For requests that require dates of service, medical codes, or a provider signature, or if your provider is no longer on the platform, email records@growtherapy.com with a completed HIPAA authorization form. Allow up to 30 days for processing. See Request your records for the full process and form.
Filing a complaint
If you have a concern about your provider's conduct, clinical care, or billing, contact the Support Team through the help widget in your client portal. A Support representative will take your complaint from there.
Technical and account help
Login or portal access issues: The Support 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.
Appointments and scheduling
More than 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.
Frequently asked questions
My provider hasn't responded in over 48 hours. What do I do? Contact the Support Team through the help widget in your client portal. They can reach out to your provider on your behalf and help escalate if needed.
How do I request my medical records? Start by messaging your provider through your client portal. They may be able to fulfill straightforward requests directly. For records that include dates of service, medical codes, or a provider signature, email records@growtherapy.com with a completed HIPAA authorization form. If your provider is no longer on the Grow platform, go directly to the Records Team. Allow up to 30 days for processing. See Request your records for full instructions and the required form.
How do I file a complaint about my provider? Contact the Support Team through the help widget in your client portal to connect with a Support representative. They will handle your complaint directly.
Can the Support Team send a prescription or contact my pharmacy? No. The Support Team can escalate to your provider and help you find a new prescriber, but they cannot send prescriptions, contact pharmacies directly, or make clinical decisions.
What if I run out of medication and my provider is unreachable? See What to do if your provider hasn't sent your prescription for step-by-step guidance, including what to do in urgent situations.
I have a billing question. Should I contact my provider or Support? Start with your provider for billing questions, especially around session charges, cancellation fees, or insurance. If your provider doesn't respond, the Support Team can assist with fee disputes and insurance updates.