Grow Therapy's support team can assist you with various technical, billing, and platform education-related topics. This article outlines how to access those resources and contact the support team directly.
Key Points
Support is available Monday through Friday from 9 AM to 9 PM ET.
You must log in to your provider portal to connect with the Support Team.
You can start a conversation with the team by opening the Help widget in your portal and selecting the Send us a message option.
If you've forgotten your password and cannot log in, visit the provider login page and select the I forgot my password option.
When is support available?
The support team is available Monday through Friday from 9 AM to 9 PM ET, excluding holidays. Any service impacts are prominently posted in your portal.
How do I contact support?
You can contact the Support Team through the "Help" widget in your provider portal. To log in as a provider, visit this page. Once logged in, follow the steps below to message the team or access other helpful resources.
Select the Help widget at the bottom right.
Select the Send us a message button to start a conversation. The support bot (GrowBot) will offer suggestions before connecting you with a team member. While interacting with GrowBot, please select the closest option(s) to your question. If GrowBot's suggestions do not resolve your question or concern, these selections will help the support team address your message in the most efficient and accurate way possible.
Eventually, you'll see three options: problem resolved, back to start, and I need additional assistance. If the recommended resources did not answer your question, you can start over with a new line of questioning or select the I need additional assistance option to connect with a support representative.
When will I hear back?
The support team typically replies to requests within one business day.
Why do I need to log in?
The team requires a login because it has various benefits, including:
Security: The team can ensure that messages come from authenticated users and we remain compliant with HIPAA and other applicable data privacy laws, thanks to the identity verification provided by the login process.
Personalization: The team can quickly locate all the information about your account, allowing them to tailor the answer to your situation.
Speed: The team can view other inquiries you've sent and address them in one reply if it makes sense to combine them.
If you've forgotten your password and cannot log in, visit the provider login page and select the I forgot my password option.
What else is available?
In addition to the support team and GrowBot, you can access help articles in your portal by selecting the Help option after opening the help widget or by navigating directly to the Provider Help Center - no login required. You can also receive support and advice from other Grow Therapy providers in the Community.
Where are the policy & legal documents?
Grow Therapy routinely updates the company's various service documents (here) to reflect changes in the legislative landscape and industry norms. If you have questions about these documents, please contact support, and a Grow Therapy representative will work with you to resolve the question.