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 here.
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 are notified about new messages by email and through the portal, so you won't miss replies.
For billing, insurance, or technical issues, contact the Support Team rather than your provider.
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.
🌟 Tip: 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.
Troubleshooting
I don't see Messages 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.
I can't 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 but can't 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.
I want to message a provider I haven't booked with yet
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 help finding a provider who's currently accepting new clients.
When to contact your provider
Only your provider can help with certain aspects of your care. Reach out to your provider directly for:
Fees: Questions about no-show or late cancellation fees charged by your provider.
Last-minute cancellations: If you need to cancel less than 24 hours before your appointment, message your provider directly. They can work with you to reschedule and may waive applicable fees depending on your situation.
Long-term coordination of care: Scheduling concerns or ongoing care plan questions.
Prescription management: Questions about new prescriptions, refills, pharmacy changes, or symptom management updates.
Record releases: For most records requests, your provider is your first point of contact. If your request requires dates of service, medical codes, or a provider signature, the Grow Therapy Records Team will need to assist — refer to the Request your records article for guidance.
Referrals: If you need a specialized referral or additional care.
Superbills: If you need a superbill for cash-pay sessions with an out-of-network provider.
When to contact Support
Contact the Support Team for help with:
Account information: Issues updating your legal name, email address, or other account details.
Appointment management: Canceling an appointment more than 24 hours before the start time. Note that PHI (full name, date of birth, and email on file) is required, and support cannot override the 24-hour cancellation policy.
Client portal usage: Questions about using the portal or errors you encounter.
Insurance: Questions about plan eligibility, copays, EAPs, or secondary insurance.
Payment method: Issues updating your payment method.
Refunds: Checking the status of a requested refund.
Rematching: Help finding a new provider if you're not comfortable asking your current provider for a referral.
Telehealth: Questions about or errors with the telehealth feature.