When you receive a charge or an email about an upcoming one, it can raise many questions. This article explains how billing works at Grow Therapy, including how payment methods are used, when charges are processed, and what to expect with insurance, self-pay, HSA/FSA, and HRA accounts.
Key Points
A valid credit or debit card must be kept on file (except for Kaiser and Medicaid clients) to cover copays, deductibles, self-pay charges, and no-show or late cancellation fees.
You'll receive an email 36 hours before any charge is processed, followed by an automatic receipt once payment clears.
Insurance claims typically take 3–4 weeks to process; self-pay charges are processed within 24–48 hours of your session.
Grow Therapy bills your insurance directly — do not make payments through your insurance portal.
If a charge looks incorrect, contact the Billing Support team through the Help Widget in your client portal.
Payment method requirement
Grow Therapy requires all clients — except those using Kaiser or Medicaid — to keep a valid credit or debit card on file. Your card on file is used to:
Cover patient responsibility costs (the portion of your bill not paid by insurance, such as copays, coinsurance, and deductible amounts).
Prevent gaps in care due to unpaid balances.
Pay no-show or late cancellation fees, if applicable.
⚠️ Important: If your card is declined, you'll receive a prompt to update your payment information in your client portal. If your bank issues you a new card number, your details may be automatically updated through Grow Therapy's partnership with Stripe.
Payment notifications
You'll always receive advance notice before a charge and a receipt after it processes:
36-hour advance notice: You'll receive an email titled "Your Upcoming Payment" 36 hours before any charge is made.
Automatic receipt: A receipt is sent to your email as soon as your payment is processed, for your records.
Insurance billing
If you're using insurance, here's how the billing process works:
After each session, Grow Therapy submits a claim to your insurance provider.
Your insurance reviews the claim and determines your patient responsibility — the portion you owe after insurance pays. This may include a copay, coinsurance, or amounts applied toward your deductible.
Once the claim is processed, that amount is automatically charged to your card on file.
Timing
Insurance claims typically take 3–4 weeks to process, though timelines vary by insurer. Your card is only charged after we receive your insurer's determination.
⚠️ Important: Do not make payments through your insurance portal. Grow Therapy handles all billing directly, and paying through your insurer's portal can result in duplicate charges.
🌟 Note: If your insurance plan changes, update your insurance information in your client portal before your next session to avoid billing delays.
Self-pay billing
If you're paying out of pocket, here's how charges work:
Your card on file is automatically charged after each session — no manual payment required.
Charges are typically processed within 24–48 hours after your provider submits the session invoice.
You'll be charged your provider's self-pay rate unless a different rate was arranged in advance.
HSA, FSA, and HRA payments
Grow Therapy accepts Health Savings Accounts (HSAs), Flexible Spending Accounts (FSAs), and Health Reimbursement Arrangements (HRAs) to help cover the cost of care. These are tax-advantaged accounts for qualified medical expenses.
HSA or FSA card: Add your HSA or FSA card directly to your account to keep billing seamless and avoid declined payments.
HRA or third-party payment (such as check or VPay): Some HRAs don't allow you to store a card on file. If you pay through a third party and don't have the associated card stored in your account, the card currently on file will be charged. Once the third-party payment clears, contact the Billing Support team through the Help Widget in your client portal to request a refund.
If a charge looks wrong
If you receive a charge that seems incorrect, here's what to do:
Check the 36-hour advance notice email to confirm what was charged and when.
Review your payment history in the Billing tab of your client portal.
If the amount still seems off, contact the Billing Support team through the Help Widget in your client portal. Include the charge date and amount so the team can look into it quickly.
Frequently asked questions
Why was I charged weeks after my session? Insurance claims take time to process — typically 3–4 weeks. Your card isn't charged until your insurer sends back their determination of what you owe. If it's been longer than expected, contact the Billing Support team through the Help Widget.
Why is my charge different from my copay? Your insurer determines your patient responsibility after reviewing the claim. Depending on where you are in your deductible or plan year, the amount due may be higher than your usual copay. You can contact your insurance provider directly to review your Explanation of Benefits (EOB) for more details.
Can I set up a payment plan? Grow Therapy doesn't currently offer payment plans. However, you can reschedule eligible charges for up to 16 days through your client portal. See how to reschedule a charge for step-by-step instructions.
Can I split a payment across multiple cards? Payments can't be split between cards. Only one card can be charged per transaction.
Can I change which card is charged after a payment has processed? No. Once a charge has processed, it can't be reversed and re-applied to a different card.
What if my HSA or FSA card is charged in error? If your card on file was charged instead of an expected third-party HRA or FSA payment, contact the Billing Support team through the Help Widget to request a refund once the third-party payment clears.