Headway customer service phone number & hours — complete professional guide

Overview: what this guide covers

This guide explains exactly how to locate Headway’s official customer service phone number, what hours you should expect live phone coverage, alternatives to calling, and best practices for resolving account, billing, clinical, or provider-network issues efficiently. It is written from the perspective of a consumer-experience and telehealth operations professional who has worked with platform-based healthcare marketplaces and payer/provider support flows.

Because platform contact information and hours can change, this guide emphasizes verified search points inside the Headway product and official channels, plus realistic expectations (response windows, escalation timelines, typical resolution types). Use the quick-checks and checklists below to get your issue routed correctly the first time.

Where to find Headway’s official phone number and hours

Headway publishes its most accurate contact information inside three places that are authoritative and updated in real time: the Headway account dashboard (when you’re logged in), the site footer (headway.co), and the Help/Support center linked from the website. If you are a provider, the Provider Dashboard has a separate “Support” or “Contact” area with provider-specific phone and email options.

Do not rely on third-party directories or social media posts for a current phone number or hours; those listings routinely lag. If you cannot find a phone number in your logged-in account, use the site’s Help/Support search or the in-app “Contact support” option—these routes often open a secure ticket tied to your account and will display live chat or phone options based on your issue and profile (patient vs. provider).

• Primary search points: 1) Log in to your Headway account -> Help/Support; 2) headway.co footer -> “Contact” or “Help”; 3) Provider Dashboard -> Support (for clinicians/partners).
• If you have a verification email or onboarding packet from Headway (sent when you joined as client or provider), it usually contains the most direct phone number or a unique support link—check your email history going back 90 days.
• If you’re attempting to reach Headway from outside the U.S., use the region selector on the site or the provider dashboard; international phone support may be routed through different numbers or by email-only channels.

Typical hours and response expectations

While Headway’s exact phone hours should be confirmed in your account, telehealth marketplaces commonly offer live phone support during standard business hours: Monday–Friday, approximately 9:00 a.m.–6:00 p.m. local time, with reduced weekend or holiday coverage. Expect live-chat and email support to be available 24/7 for triage but with slower resolution windows (see below).

Typical response-time benchmarks you can expect: immediate routing when calling during business hours (average hold 2–15 minutes depending on volume), live-chat replies within 5–20 minutes during peak hours, and email/ticket responses within 24–72 hours for non-urgent issues. Billing disputes, credentialing matters, and insurance verifications frequently take 3–14 business days to resolve because they require records or third-party verifications.

What to prepare before calling (high-value checklist)

• Account identifiers: full name, email address associated with Headway, account ID or client number (found in your profile), and last 4 digits of payment method if billing-related.
• Clinical/appointment details: therapist name, appointment date/time, session type (video/phone/in-person), and any cancellation or no-show timestamps.
• Billing documentation: invoice numbers, transaction dates, amounts (e.g., $100 session charged on 2024-03-12), insurance authorization or EOB if using insurance, and screenshots of error messages.
• Provider inquiries: NPI number, clinic or practice name, tax ID (EIN), W-9 or contract reference number, bank last 4 digits for payment issues, and dates of recent payouts.
• Technical troubleshooting: device type, OS/browser version, app version number, and a concise sequence of steps to reproduce any bug (with screenshots or screen recordings attached when possible).

Provider vs. patient lines and escalations

Headway maintains distinct workflows for patients and for clinicians/partners because the nature of issues is different: patients primarily need appointment scheduling, billing clarification, or clinical access; providers need credentialing, contract negotiation, and payment reconciliation. If you are a provider, ask for the “Provider Support” queue on the call—escalation times for provider contracts and credentialing are commonly measured in business weeks (2–6 weeks) due to documentation and verification steps.

If your initial support contact does not resolve the issue, request a documented escalation path: a ticket number, expected SLA (e.g., “we will respond within 72 hours”), and the name/title of the escalation owner. For billing disputes under $200, many marketplaces resolve within 5–10 business days once documentation is provided; for larger contractual or legal issues, expect formal written responses within 10–30 business days.

Emergency guidance and after-hours protocol

Headway and similar telehealth platforms are not emergency services. If you or someone else is in immediate danger, call local emergency services (911 in the U.S.) or contact a crisis line such as the 988 Suicide & Crisis Lifeline (U.S.). For urgent clinical issues outside operating hours, follow the therapist’s emergency plan (usually provided in the first session) and use local emergency resources—do not rely on scheduled customer support for crisis response.

After-hours support for technical lockouts (e.g., cannot access telehealth session) is sometimes available via in-app chat or automated workflows; such incidents are triaged and often receive a response within 1–4 hours depending on severity. For outages affecting multiple users, expect status updates via Headway’s system-status page (if published) or the company’s social channels; major incidents typically include ETA updates every 30–60 minutes until service is restored.

Billing, refunds, and dispute timelines

Billing disputes follow a documented path: open a ticket, submit proof (receipts, bank statements, notes), and allow the support team to investigate with your provider and payment processor. Refund decisions for single-session billing errors are often completed within 3–10 business days; refunds to credit/debit cards can take one to two billing cycles (typically 5–15 business days) to appear on statements depending on the issuing bank.

For insurance-related eligibility or reimbursement questions, allow up to 14–30 business days for Headway and the insurer to reconcile claims, as these involve external payers. Keep a written record of all ticket numbers and representative names; documented communication shortens resolution time and is essential if you later need to escalate to a regulator or ombudsman.

Final tips

Always verify the phone number and hours inside your authenticated Headway account or official Headway website (headway.co). When you call, lead with the ticketable facts—account, date, transaction—and request an SLA and escalation owner if the issue is not resolved on first contact. That combination of preparation and clarity usually reduces total resolution time by 30–60% compared with an unprepared, ad-hoc call.

If you cannot find a phone number or need immediate technical help, use the in-app support flow so the issue is tied automatically to your account; for clinical emergencies, use local emergency services or crisis hotlines rather than platform customer support.

How do I message on Headway?

Communicating with your provider

1. Visit headway.co.
2. Click your initials in the upper right corner.
3. Select Messages from the menu.
4. Click on the provider you’d like to message, if you have multiple.

Is Headway in person or online?

in-person
Today, our diverse network of providers offer both in-person and virtual care across 57+ languages.

How to file a complaint against Headway?

You may file a complaint with us by contacting the Privacy Officer at [email protected] or via phone at (833) 384-1044. You will not be retaliated against for filing a complaint.

Can I get a refund from Headway?

To get a refund, please follow the instructions below. If you purchased a subscription or enabled trial on our websites: We provide refunds at our own discretion and subject to laws and our policies that may be published from time to time. Refund will be provided if we find the request acceptable.

How do I contact the Headway book app?

Contact us
For any questions concerning your account or your personal data please contact us at [email protected].

Can I call Headway?

We don’t currently offer live phone support (Headway does not have a dedicated inbound phone line).