Your client portal includes a secure messaging feature for non-urgent communication between you and your provider — things like appointment questions, care plan check-ins, and document sharing. This article explains how to send messages, what to expect, and where to go if something isn't working.
🚨Disclaimer: Grow Therapy messaging is not an emergency service. If you or someone you know is in crisis or needs immediate help, please call emergency services such as 911 or +1 800-273-8255 to speak with a crisis counselor. Access additional emergency resources.
📱Note: This article covers the desktop client portal. If you're using the Grow Therapy iOS app, see Contact your provider in the iOS mobile app.
Key Points
Messaging is encrypted and built with HIPAA and applicable privacy law compliance in mind.
Messaging is intended for between-session communication, not emergency or crisis contact. Providers typically respond within 1–3 business days.
You can only message providers you currently work with or have previously worked with through Grow Therapy. Messaging is not available for providers you haven't yet booked with.
You and your provider receive email notifications for new messages, so neither of you will miss a reply.
If your provider hasn't responded within 48 hours, contact the Support Team. They can follow up on your behalf.
Send a message
Providers can send welcome messages to clients booking an intake for the first time. If you've received one, you'll see an "Unread" notification next to Messages in the left sidebar.
To send a message:
Log in to your client portal.
Select Messages from the left sidebar navigation.
If your provider has already sent you a message, you'll see it here. Otherwise, select Compose message to start the conversation.
Choose your provider from the drop-down menu. Only providers you currently work with or have previously worked with will appear here.
Compose your message. Hold Shift + Return to create a new line.
When the message is delivered successfully, it will appear with an accompanying timestamp.
Your provider will receive a notification about the unread message and will respond based on their communication policy — for most providers, that's within 1–3 business days.
Send a file
If your provider requests documentation or sends you additional tasks related to your care, you can upload files and send them directly to your provider using the messaging feature. To send a file to your provider:
Select Messages from the left sidebar navigation.
Select your provider's name.
Click the paperclip 📎 icon to the right of the message field.
Select the file from your device. The file name will appear above the message field — you can add an optional message to accompany it.
Click Send.
Files remain stored and accessible in the chat window after sending.
🌟 Note: The messenger supports PDF, JPG, DOC/DOCX, CSV, and PNG file formats.
Message notifications
You'll receive an email notification each time your provider sends a new message, so you don't need to log in continuously to stay on top of communications.
The one exception: if you and your provider are chatting in real time, you won't receive a separate email notification for each reply. After five minutes of inactivity from either party, an email notification is sent automatically with a link to pick up the conversation.
When to contact your provider versus the Support Team
Not sure whether your question is for your provider or the Support Team? Here's a quick guide:
Contact your provider for:
Clinical concerns, therapy questions, and treatment planning
Cancellations or changes within 24 hours of your appointment
Questions about prescriptions, refills, or pharmacy changes
Superbills, referrals, and clinical forms
Contact the Support Team for:
Account, billing, and insurance questions
Cancellations more than 24 hours in advance
Medical records requests
Portal or technical issues
Help rematching with a new provider
For the full breakdown, including what to do when your provider doesn't respond, see When to reach out to your provider versus the Support Team.
Frequently asked questions
Why isn't Messages showing in my sidebar? If the page loads but you still can't access the messaging feature, try clearing your browser cookies and cache, then log back in. If that doesn't resolve it, contact the Support Team for help.
Why can't I send a message to my provider? If the Compose message option is missing or you're unable to send a message, there are two common reasons:
The therapeutic relationship has ended. Once a provider relationship is inactive, messaging is no longer available.
There's a technical issue. Try clearing your browser cookies and cache and logging back in.
If neither applies and messaging still isn't working, contact the Support Team and they can help troubleshoot.
I got an email notification. Why can't I find the message in my portal? If you received a new message notification but don't see it when you log in:
Go directly to Messages in the left sidebar.
If you have messages from multiple providers, check each thread.
If the message still isn't visible, try clearing your browser cookies and cache and logging back in.
If the message still doesn't appear after those steps, contact the Support Team.
Can I message a provider I haven't booked with yet? No. Messaging is only available once you've booked an appointment with a provider. If a provider you're interested in has no availability, the best option is to continue checking the Grow Therapy directory for openings. You can also call the New Client Bookings team at (646) 687-9932 for help finding a provider who's currently accepting new clients.
My provider hasn't responded. What should I do? Providers typically respond within 1–3 business days. If you haven't heard back after 48 hours, contact the Support Team through the help widget in your client portal. They can follow up with your provider on your behalf. For urgent needs like delayed medication refills, let the Support Team know and they'll escalate accordingly.