Grow Therapy's Support teams can assist you with various technical, billing, and platform education-related topics. This article outlines how to access those resources and contact the Provider Support Teams directly. Clients can learn more about their support options here.
Key Points
Support is available Monday through Friday from 9 AM to 9 PM ET.
Grow's status.growtherapy.com page lists known issues in real time.
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.
If technical issues prevent you from logging in to your client portal, submit the Contact Us form to receive troubleshooting support.
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.
Additionally, the real-time status information on Grow's platform and services is available at status.growtherapy.com.
What types of Support are available?
Providers have four main options when it comes to contacting the Support team:
Leave a written message to be returned during office hours
Requesting a callback from the next available agent during callback hours
Scheduling a callback
To ensure you receive the best support experience, please refer to the table below to choose your preferred communication method and see the available support hours for each option.
All communication routes are initiated via the Help Widget.
Support type | Available Times | Response Time |
Chat live with an agent | M-F, 9 AM - 9 PM EST | ~ 5 minutes, unless high volume is actively occurring |
Leave a written message for an agent | All days, all times | ~ 1 business day |
Request a callback from the next available agent | M-F, 9 AM - 8:30 PM EST | ~ 15 minutes, unless high volume is actively occurring |
Schedule a callback for a future time. ⚠️ Scheduled calls are limited to 15 minutes | M-F, 9:30 AM - 8 PM EST | Depending on availability, providers can schedule a callback from 2 hours up to 5 business days in advance. |
How do I contact support?
All entry points to the Support teams are initiated through the "Help" widget in your provider portal. Look for the messaging widget in the bottom right-hand corner of your provider portal or Community app.
Visit this page to log in as a provider. Once logged in, follow the steps below to message the team or access other helpful resources.
‼️ Important: Continue selecting prompts and staying engaged with the chat decision tree. The system will notify you when you are connected with an agent. Your message will be auto-closed after 30 minutes of inactivity.
Chat support
Providers can choose to chat with a live agent or leave a message for an agent to return their inquiry within ~1 business day.
Chat with an agent live
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 more effectively and accurately.
Eventually, you'll see the following set of options: "My question has been answered, thank you!", "Start over," and "I need additional assistance." Select "I need additional assistance" to connect with a support representative.
Leave a message
To leave a written message for a Support agent to return your inquiry, begin by completing the steps above. You'll have the option to leave a message when you initiate a message, also known as chat, during office hours (9 AM-9 PM ET). All inbound chats received during Support's out-of-office hours will be assigned to an agent once the Support team returns to the office.
During office hours
During office hours, once you've indicated you'd like to speak with an agent, you'll see three options: "Chat with an Agent now," "Request a call from an Agent," and "I'll leave a message." Select "I'll leave a message" to leave a message for a Support agent to return within ~ 1 business day.
Phone support
Phone support for providers at Grow Therapy is currently outbound only. During Support's office hours, you can request to speak with the next available agent or schedule a callback at a time that works best for you.
To request phone support:
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 more effectively and accurately.
If GrowBot is unable to answer your inquiry, you'll eventually be given the option to ask for additional assistance or be connected with an agent.
To talk with the next available agent during the office hours listed above, select "Talk with us now." Otherwise, select "Schedule a callback."
Follow the prompts to continue the process. A member of our Provider Support Teams will initiate a call from the outbound support line.
Why do I need to log in?
The team requires a login because it has various benefits, including:
Security: Thanks to the identity verification provided by the login process, the team can ensure that messages come from authenticated users and that we remain compliant with various data privacy laws and standards.
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 browse Help Center articles in three ways:
Select the Help option after opening the Help Widget.
Navigate directly to the Provider Help Center - no login required.
You can also receive support and advice from other Grow Therapy providers in the Community.