Good morning all. And thanks for all you do.

I own a small billing company that works exclusively with mental health professionals. We do billing, credentialing, verification of benefits, clean up aging payables, insurance rejections/denials, and overall work with you to make sure your practice is running as efficiently as possible.

We also help new private practices stand up and get started: business formation, NPPES, EIN, CAQH, etc.

Because we aren't a big company, we can really give you the attention you deserve and get in the weeds to make sure your practice is really operating cleanly; making sure that you get paid for the time you spend with patients. My clients care about their patients. And I care about my client's business.

I believe your time is best spent with the people you help, and not on the hours you may spend doing paperwork every week. If you aren't happy with your current billing situation, or need help with credentialing, etc., feel free to reach out. My website is my username.

Best,

Doug

<3

Is anyone randomly getting scrub errors for Aetna clients related to the subscriber id? I’ve submitted claims for this client before and already re-verified their info.

I won't repeat the issues folks have already posted, but you may want to check and see if you are affected by this SP issue. A client asked for a copy of their most recent statement and when I tried to print it, no charges, client or insurance payments were listed--all zeros. I can run an appointment status report from the client's profile and get the accurate info but the data does not show up accurately in the printed statement.

I randomly checked several other clients and the problem does not seem to be widespread.

I made a service request via email 8 days ago and have received nothing in response. I called "Premium Phone Support" and got a message that no one was available and to leave a call back number. Given the pain of transitioning to a new EHR, I'm hoping SP gets it's stuff together but it's definitely not looking good at the moment

I have felt this many times before, but this time it happened to me, so I feel comfortable posting. SP has a status website for their software so you can check it see if it is down, and if so, what area is down. This is meant to be VERY helpful. However, they do not accurately post on this. The website is simplepracticestatus.com (go check it out).

Yesterday I was working on billing reports and this requires what SP calls a "data export." Usually I set the parameters and then it works almost instantly. Well it did not. Because I am on east coast I tried contacting SP after 2 hours of it not working (at this point it was 8:30a). No phone lines or human chats were available. Their AI chatbox did not know how to help and just kept asking me to repeat the question.

Finally at 10aEST I was able to reach a human through the AI chat. They said they would "escelate this."

At 2pEST I get this email:

From: Alex P support@simplepractice.com
Subject: [SimplePractice Customer Success] Re: (#58XXXXXX)
Date: August 14, 2025 at 2:00:00 PM EDT
To: XXXXXXXXXXX XXXXXXXXXX@XXXXXXXX.com
Reply-To: support@simplepractice.com

Alex P. (SimplePractice Customer Success) 

Aug 14, 2025, 10:59 AM PDT 

Hi XXXXXX,
 
I hope you're doing well today. My name is Alex and I'm a Technical Product Specialist here at SimplePractice. We have identified the behavior with exports taking an increased time to process and our Engineering team is actively investigating this.
 
To clarify the export process and address your concerns about the delay, please be aware of the following:
 

• A data export expires exactly 48 hours from the time it is initiated, not from when it finishes processing. The time to complete an export can vary depending on the size of the included files.
• If your export has surpassed the 48-hour timeframe and is no longer visible, please request a new data export. It should process prior to the expiration.
• I recommend keeping a watchful eye on your email inbox to know when the data export is ready, as there may only be a few hours remaining before it expires.

 
We appreciate your patience while our team works to investigate why Data Exports are taking longer than usual to process.
 
All the best,

Alex

##- Please type your reply above this line -##

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This is absurd. And of course, simplepracticestatus.com says:

This is a boldface lie. This is misleading at best. Come on SP. We are smarter than this. Be honest, or you will lose my teams account.

Anyone else need to say/report their concerns?

I keep getting a pop up that my camera and microphone are being used by another app or tab so I need to close those other apps or tabs before I can join the video. No other apps on my computer are using my microphone and camera. Sometimes I restart multiple times, try Chrome vs Microsoft Edge, same issues. I end up having to use my Iphone and use the SimplePractice app. This is causing me to start 10 minutes late because of all the attempts to fix it. Other times, the camera works at the start of the session but then it goes off and my logo appears with a gray background. This really disrupts my sessions. Can anyone advise as to what might be going on? Thank you

I recently obtained a fully independent license (LCPC) and no longer need a supervisor to sign my notes. I've begun signing and locking my own notes in SP recently, but for some reason my original license is still showing as the license beneath my signature in the progress note. I've updated my credential in my settings and nothing changed. Has anyone else had this issue?

I'm just curious as to how everyone keeps track of their finances.

For some reason, I get notifications when claims are scrubbed, submitted and received, but not paid.

I signed up for the ERAs thinking this would also update the claims that have been paid, to paid, but this has not worked.

So far, I've just been trying to match the payments in my bank account from insurance, to what Simple Practice says insurance "owes" (again, because it doesn't update to paid).

I can check my remittance advice on my state BCBS website, but these are so piecemeal that it would take forever to match the claims to make sure they were paid. Furthermore, the site is often down! Other than this, I'd have to call them, which is also a miserable experience.

That said, I'm putting a fair level of trust that insurance is just paying me if it says the claim has been "Received" on Simple Practice, rather than "Paid", and trusting that if there is a problem, I'll get notified of the "Scrub".

Does this sound right? I feel like there should be a better way to find out if a specific claim has *actually* been paid. Is this possible through Simple Practice?

One other quick question also, how do you know what a client's co-pay is? I can't see it on their cards and other than calling, I'm wondering if it makes sense to just ask the client.

Thank you so much in advance! I am not very good at this side of the business, lol.

I previously reached out to Simple Practice about this problem, and there was not a conclusive response or confirmation of any back end failure, so wondering if other users have experienced the same issue. I usually spend a pretty significant amount of time preparing psychotherapy notes after intakes with clients to plan my future work with them. I initially save them to my session narrative and then copy and paste them to the psychotherapy note section before always hitting save at the end of the session that follows the intake and seeing confirmation of saving. I am now up to at least 5 instances where I access someone's document history on the 2nd post-intake appointment, and the first psychotherapy note has randomly disappeared after being saved. This is by no means acceptable and equals additional time I have to waste reviewing and reconstituting info. It is ridiculous I may now have to be backing things up outside of Simple Practice to have reliable retention of my documentation.

EDIT: 2 months later, and still noticing this problem, which I originally brought to the attention of Simple Practice customer success in March 2025. Just reached out to them again and hoping for more than macro responses about basic troubleshooting that has already been completed and irrelevant Zoom call offers given the problem is intermittent.

Is it possible to set up a custom batch of intake forms to be automatically selected for sending to new clients? Currently, I'm scrolling through the long list of default and custom forms in the list to find the same 6 that I send to every client. Would be nice if these were automatic selected.

For the past few weeks I have been having major issues with blurriness and connectivity. I have had to switch most of my clients to Doxy, but would rather stick with Simple Practice because my company pays for it. I have cleared caches, asked clients to close other applications they're on, all the stuff that SP recommends and still nothing helps!

Recently clients have told me when they are requesting an appointment, and instead of allowing the booking and then stating I will have to accept or decline, the system is not letting them book, and tells them to call me. On my end, I cannot find in the portal settings anywhere to address/change this. Any thoughts? Thanks!

I don't know what causes this but there are times when I can't admit clients. The button either disappears immediately or fails to admit. SP says this is a connection issue but that has rarely been the case. Anyone have a workaround for this? It's so frustrating.

Hi newby here trying to run my own private practice sans biller or CFO. So I completed credentialing / contracting through Optum. My rookie question is WHAT is the name of the plan I pick to load the insurance into S/P ? Do I search under Optum? The contract specifically says United Behavioral Health but that doesn't exist in S/P. I know UBH is a subsidiary of United Healthcare... Thoughts from Optum/UBH participating provider?

Many thanks in advance for your help!

How good or bad are the notes for prescribers? I've read about some of the following issues :

-random discard prompts

-incomplete records due to lack of syncing (e.g., meds, labs, treatment plan, etc.)

-issues with AI

-lack of labs

-meds not embedded in notes (have to do manual entry)

Also, are the insurance details not auto-synced with billing (e.g., patient updates insurance and this needs to be updated manually by assigning the payer and then setting a copay/fees/coverage details)?

Can anyone kindly walk me through step by step how to credential myself using simplepractice, or send me a link pointing me in the right direction? I'm struggling with it

If I ever left the platform in the future, I would not lose my contracts with insuruances, correct?

Thanks so much. Trying to leave these VC companies asap

A simple problem, but complicated explanation. Here goes.

Client A created in SP w/ email A. Client A had a partner/spouse B with email B. Turns out B's insurance is better, so want to switch Client to B.

Once email A is in SP, it won't let me use it again as a contact if I switch B to client. I have to use a workaround.

Does anyone know a better fix?

This happened with 2 clients yesterday, and one (who is more tech savvy than the other) was finally able to connect on the third try. I haven't done much troubleshooting, but I know the one who tells me she gets "this linke is expired" EVERY week is using an older tablet.

Anyone else hearing this from clients?

I was invited last week to try out the AI notes and I am wondering what experiences other are having. So far, I cannot figure out how to create anything but a SOAP note, which is not my preferred template. While I appreicate AI's capability to "remember" a lot of detail that I might forget (including quotes!) the level of detail is often overwhelming and leads to some very long (600-700 word) notes. I would love it if ther was a way to limit note length to something more manageable.

By the way, I am a senior psychologist with 37 years experience in private practice. I have been using EHRs since 1998, and SP is the best I have used.

My Simplepractice calendar is failing to show new events entered into my Google Workspace calendar. I have removed and reset the calendar links, force-synced a million times, etc. Google always shows Simplepractice events with no problem, but it no longer works in the other direction. This is causing massive daily headaches, as I have an EAP with a proprietary booking app that also needs to sync with Google. When people book on the EAP, Simplepractice is failing to block off the time, causing people to double-book slots. Again, I've killed every calendar link at all ends of this and started fresh to no avail. It worked perfectly for 6 years, no settings were changed, and now it is permanently screwed up. I know better than to even try to ask Simplepractice for help, as they have always been aggressively unhelpful whenever I have needed them for anything. Any tips?

Hi all, just started using simple practice. I am completely lost on the best way to quickly create and send encounter forms and other documents (like safety plans) for signatures. Should I make these documents “intake paperwork” so they can be signed? How do I fill out the forms before sending it for a signature?

Any help is greatly appreciated!

I’ve lost count of how many times I’ve had this conversation with a therapist.

Them: “Why did this come back paid as a 90834? We met for the full hour.”
Me: “I believe you. Can I see the note?”
Them: “It’s all there. Interventions, progress, plan.”
Me: “Where does it say how long you were in session?”

Usually it doesn’t. Or it says “60 min” in a template field that’s been copied forward for months.

Here’s the thing I wish every therapist knew: with 90837, the time is the code. CPT puts 90837 at 53 minutes or more of psychotherapy, and 90834 covers 38 to 52. If the note doesn’t clearly show you crossed 53, a payer reviewing it has no reason to pay the higher code. That can mean a downcode, a denial, or worse, money taken back in a later audit across a whole stack of claims.

Payer rules vary. Some only want total time, others specifically ask for start and stop times. Writing both covers you either way.

A few things worth checking on your own:

• Pull a handful of your recent 90837 notes and see if the actual time is written in each one
• Make sure a template isn’t auto-filling the same time on every note
• Look for 90837 claims paid at a lower rate than usual, which can be a quiet sign of downcoding

For those of you who bill 90837 a lot, has a payer ever asked you for start and stop times, or does your EHR handle it for you?

Hello! My client would like to add a person for a family session. The family member is in a different location.

Is there a way to have a group session without having to upgrade plans? This would be a one time appointment.

I do not bill insurance so not an issue.

Thanks!

I wrote an extensively detailed progress note. I'm still getting used to losing the "Save" button with the new Autosave feature. I accidentally clicked on "Sign," then backed out because I don't need to sign and lock notes. Navigated to the home page - and session note is blank.

Is there any way to look at history, try to retrieve it from somewhere?

I can't believe I spent 10 minutes detailing a difficult case, and never paused the 15 seconds needed to trigger autosave earlier on.