Grow Therapy customer service number — how to locate, contact, and escalate

Where to find Grow Therapy contact information

Grow Therapy maintains contact channels primarily through its website and the patient-facing app. The canonical place to locate an official customer service phone number, support email, and live-chat link is the Help, Contact, or Support section on the company website (https://growtherapy.com) or the “Help/Support” area inside the mobile app. Company contact details are often linked in the footer of the site and repeated in account settings so you can match the number to your account page before calling.

If you do not see a public phone number, many telehealth platforms prefer in-app messaging or email for security and recordkeeping. Look for a support ticket portal, “Submit a request” form, or an encrypted message option within your account; these create a traceable record that typically triggers a response within the provider’s SLA (service-level agreement). If the website lists different contacts for billing, technical, or clinical questions, use the specialized channel to shorten resolution time.

What to prepare before calling customer service

Preparing precise account and appointment information before you call reduces hold time and prevents repeated authentication steps. Typical support teams will ask for your full name, the email address on file, the last four digits of the payment method, appointment date/time or therapist name, and a short description of the issue. Screenshots of error messages, copies of billing statements, and the device model and app version are frequently requested for technical troubleshooting.

Having this information ready also protects your privacy during authentication. If you cannot provide account verification (e.g., lost access to your email), the agent will direct you to secure account-recovery steps that can add 24–72 hours to the process. Generally expect initial triage within 24 business hours and a full resolution on common issues (billing corrections, appointment rescheduling) within 3–7 business days.

• Essential items to have: account email, full name, appointment ID or therapist name, date/time, last 4 digits of card, screenshots, app version/OS, preferred callback window.
• For billing disputes: invoice numbers, transaction dates, full charge amount, and the bank statement line as it appears.
• If privacy or clinical concerns: exact message transcripts, therapist name, and dates of any problematic interactions; retain copies for escalation.

Immediate safety and clinical emergencies

Customer service agents are not a substitute for clinical emergency services. If you or someone else is at imminent risk of harm, call your local emergency number immediately (in the United States, call 911). For mental health crises, the 988 Suicide & Crisis Lifeline is available across the U.S. 24/7; dial 988 to reach trained counselors who can coordinate local emergency services.

If you believe a therapist has engaged in illegal or dangerous behavior (e.g., threats, sexual misconduct), notify Grow Therapy support for record preservation but also report the matter to your state behavioral health licensing board and, if applicable, local law enforcement. Do not wait for customer service to respond before taking emergency protective actions.

Billing, refunds, and cancellation specifics

Online therapy pricing in the U.S. commonly ranges from about $75 to $250 per session depending on provider credentials, geographic market, and subscription discounts; many platforms offer weekly, biweekly, or monthly plans with bundled messaging. Refund and cancellation policies vary: look for a clear policy in Grow Therapy’s Terms of Service and Billing FAQ—these explain whether unused sessions are refundable, whether cancellations require 24–48 hours’ notice, and how chargebacks are handled.

If you need a refund or dispute a charge, request an itemized invoice from support and ask for a ticket number. Banks generally allow you to file a card dispute within 60–120 days of the charge, but using the provider’s internal dispute channel first produces the fastest outcomes. Keep documentation: email threads, screenshots of subscription pages, and timestamps of appointments. Expect provider-level investigations to take 7–30 business days for standard billing issues.

Escalation: regulators and formal complaints

If customer service cannot resolve a serious issue, escalate methodically: ask to speak with a supervisor, request escalation to the provider’s compliance team, then file external complaints when appropriate. For privacy/HIPAA concerns in the United States, the U.S. Department of Health and Human Services (HHS) Office for Civil Rights accepts complaints at https://www.hhs.gov/hipaa/filing-a-complaint/index.html. For consumer protection issues you can also contact the Federal Trade Commission (https://www.ftc.gov) and your state attorney general’s consumer protection office.

For professional misconduct by a licensed clinician, locate your state’s licensing board (search term: “[your state] board of psychology/behavioral health”) and file a formal complaint; boards typically publish timelines and evidence requirements. Escalation should always include copies of correspondence, exact dates, and any clinical records you can obtain. Regulatory investigations can take months—maintain detailed records and follow up every 2–4 weeks.

• Key escalation contacts: HHS OCR complaint page (https://www.hhs.gov/hipaa/filing-a-complaint/index.html), FTC (https://www.ftc.gov), your state licensing board (search “[state] licensing board”).

Sample phone script and email template

Phone script (concise): “Hello—my name is [Full Name], my account email is [[email protected]]. I’m calling about a billing error: transaction on [YYYY-MM-DD] for $[amount] listed as [merchant descriptor]. I’ve opened ticket #[if you have one]; I need an itemized invoice and refund for the duplicate charge. My preferred callback time is [times].” Keep the script to 30–60 seconds to ensure the agent captures the facts quickly.

Email template: “Subject: Billing dispute – [Full Name] – [YYYY-MM-DD] charge. Hello Support, I am requesting an itemized invoice and refund for the charge on [date] of $[amount], merchant line ‘[descriptor]’. Account email: [email]. Attached: screenshot of bank statement and app receipt. Please respond with a ticket number and expected timeline for resolution. Thank you.” Save the ticket number, agent name, and any SLA the agent quotes; escalate if no reply within the stated timeframe.

Best practices for a faster resolution

Use the provider’s official channels (in-app messaging or support ticket) first to create a documented trail. Remain factual, provide timestamps, and attach supporting documents. If you need a callback, give a two-hour window on weekdays to avoid missed calls and additional delays.

Finally, protect your privacy: never provide full Social Security numbers or account passwords over phone or email. Provide minimal verification requested (last four digits of a payment method, account email) and insist on secure channels for sharing clinical records. This approach speeds resolution while maintaining HIPAA-compliant caution.