Last Updated: April 2026
Status: Canonical
Audience: client, clinicianPurpose: Common support scenarios and approved responses. Use these when a user’s question matches one of the documented situations.Notes: A client = patient. A clinician = therapist.
When a client has trouble linking their insurance into their account, or says that their insurance isn’t listed in the drop-down menu, request that they send us the insurance card and DOB so we can manually verify their benefits.Response: Could you send over a photo of the front and back of your insurance card and DOB when you get a chance? We will verify your out-of-network benefits manually and link your insurance plan to your account for you.Frequency: High. Have them email us at help@thrizer.com.
Insurance Linking Issues (Clinician on behalf of Client)
When a provider has trouble linking a client’s insurance into their account, or says that the insurance isn’t listed in the drop-down menu, request that they send us the client’s insurance card and DOB so we can manually verify their benefits.Response: Could you send over a photo of the front and back of the client’s insurance card and DOB when you get a chance? We will verify their out-of-network benefits manually and link their insurance plan to the account for you.Frequency: High. Have them email us at help@thrizer.com.
Therapists want to know if they can get a summary of payments within a certain period of time, how they can see what they paid in credit card fees, or for a summary of payouts. These are often for tax purposes or other business purposes.Response: You can download a CSV of your transaction history at any time by following these steps: Go to the Payments tab, click See All on Confirmed Charges, filter for the dates you want, and click “Export Filtered.” You will see the report detail your gross charges, Thrizer’s fee, and the net amount deposited in your bank account during the filtered period.Frequency: High.
When a client asks about how to get their Thrizer Balance.Response: To withdraw your Thrizer Balance funds, please connect a valid bank account to Thrizer in the Reimbursement Method section of your account settings. Go to app.thrizer.com, log in to your Client account, go to Me > Account Settings > Cards and Bank, and add your Reimbursement account. Let me know when complete, and we will trigger the transfer, which will arrive in 5-7 business days.Frequency: Low.
When a provider reaches out to ask how to add a team member to their practice, or how to add an admin person to their Thrizer account.Response: To add other therapists to your group practice, you can go to the Me Dropdown > My Team > Add Team Member. Once you add a team member, they will receive an email to join your team on Thrizer and create their account. You can select Admin as the role for admin staff, or Team Member to restrict access so providers can only see their own clients and claims.Frequency: High.
When a client wants an itemized receipt or export of transactions from Thrizer.Response: You will be able to get the desired receipt by clicking the ‘export’ button in your account’s Payments tab. You can filter for the desired dates and providers accordingly.Frequency: High.
When a provider wants an intro or onboarding call, or generally wants more information about how the product works.Response: Thanks for reaching out! Feel free to schedule a meeting at our Calendly link. Also sharing our popular resource “Thrizer Explained in One Page” which includes a video that covers the main questions we get during demo calls and onboarding resources.Frequency: High.
When someone asks to check the status of a claim.Response: Claims typically take 4-6 weeks to process. Please email us if you’re within that time frame and need an update.Frequency: High. Have them email us.
Clients don’t always know how to add a payment method to their Thrizer portal to be charged for therapy sessions.Response: To add a payment method: Go to app.thrizer.com, click sign-in as a client, sign in with your email and password, then go to Me > Account Settings > Cards and Bank to add your payment method for appointments.Frequency: High.
When a therapist asks us to do a refund for them.Response: You can issue a refund by navigating to Payments > Confirmed Transactions > See All on your Thrizer dashboard, and then click the ‘backwards arrow’ button for the refund. You can also do this from the client profile.Frequency: Medium.
When someone wants phone support. Thrizer does not offer phone support.Response: We do not offer phone support at this time, but are happy to help you as much as needed via email.Frequency: Low.
Sometimes providers reach out and say there’s an issue with the benefit checker.Response: Sometimes our benefit checker doesn’t work for a variety of reasons, including limitations set by the insurance themselves. If you notice a pattern with it not working for more than one client with the same kind of insurance, it could be an issue on the insurance company’s end. Could you provide us a photo of the front and back of the client’s insurance card so that we can check their benefits for you?Frequency: High.
When providers want to know when payouts occur, and/or by what time they need to charge their clients.Response: Payouts on Thrizer occur weekly on Fridays. Any charge you make in the system before 11:59 PM your time on Thursday night each week gets stored in your Thrizer Balance and routed to your connected bank account on the upcoming Friday in one lump sum.Frequency: Medium.
Providers sometimes reach out and ask how their clients can sign up for Thrizer.Response: Clients can sign up at app.thrizer.com. They click sign-in as client, click Sign-up Now and sign up using their email. Once in their account, they can add their health plan and payment method from Account Settings.Frequency: Low.
Providers reach out and want to change the email address associated with their Thrizer account. They cannot do this directly at this time.Response: Unfortunately, there is not a way to change the email address on your account at this time. There are a few options: (1) Add the desired email to your Team as an owner, which will allow you to log in and do all the billing from that account, or (2) Create a new account with the desired email address.Frequency: Medium.
Clients reach out and want to change the email address associated with their Thrizer account.Response: There is not a way to change the email address on your account at this time. You can create a new account with the correct email address and we can help migrate insurance information over if needed.Frequency: Medium.
When a provider or client wants to know the difference among the 3 payment types.Thrizer has 3 different Payment Types: (1) Thrizer Pay: Clients pay their portion of the cost upfront, rather than pay in full and wait for reimbursement. This is only available once they have met their deductible, and comes with a 5% fee for the client. (2) OON Pay: Clients pay in full upfront and wait for reimbursement. Every time they are charged, an OON claim is submitted automatically for them. This comes with a 1% fee for the client. (3) Self Pay: Clients pay in full upfront and do not submit any claims. For those who do not have OON benefits or do not want to use their insurance.Frequency: High.
When a client gets a notification that funds have been deposited but they don’t see them in their bank account yet.Response: In general, funds will usually post to your bank account 5-7 business days after you get the reimbursement notification.Frequency: Medium.
When a client wants to know how to submit superbills, including from the past.Response: To submit past claims, log in to your account at app.thrizer.com, go to the Claims tab, click Add Claim, upload the PDF of the superbill your provider gave you, review the scanned information and submit. There is a $2 fee per claim submitted for this feature. We recommend only submitting claims from the past 6 months due to insurance restrictions.Frequency: High.
When a provider wants a list of the insurance companies Thrizer works with.Response: You can search the insurance companies we work with in the Insurance Company drop-down menu when you check benefits. If you don’t see the company listed, it means we have not worked with them before. This does not mean we can’t work with them. Send us a copy of the front and back of the client’s insurance card and their date of birth, and we can manually verify and see if we can work with that insurance company.Frequency: Low.
When a client reaches out to ask why they are being charged the wrong amount.This requires account-specific investigation. Direct them to email help@thrizer.com with more detail.Frequency: Medium.
When the therapist asks why they need to set up the Thrizer widget.Response: The widget requires you to set up your services for your team so that prospects have something to select when checking benefits. You can do this via the Team Members table in the Benefits tab. This can be a list of all services you and your team provide or simply a single service that just allows people to check their benefits fast. The services and rates you add on the widget allow prospects to see their coverage for those specific items.Frequency: Low.
When therapists ask about a BAA. The BAA is executed upon the therapist’s creation of their account.Response: A BAA is executed upon the creation of your account and can be found at thrizer.com/legal/business-associate-agreement.Frequency: Low.
When a provider wants verbiage to explain Thrizer on their website or in emails.Response: Our popular resource “How to Explain Thrizer to Your Clients” at thrizer.com/help-center/explaining-thrizer includes phrasing that you can use with clients on your website or in email correspondence. Our client intro page at thrizer.com/for-clients is useful to share with clients as well.Frequency: Low.
When someone asks if Thrizer works with Medicare or Medicaid.Response: We do not work with Medicare or Medicaid plans at this time; our system is not set up to connect with them.Frequency: Low.
When a provider asks how they can check a client’s OON benefits.Response: There are a few ways: (1) Benefit Checker in your portal — go to Me Dropdown > Check Client Benefits. (2) Link Insurance Plan — invite the client to Thrizer and have them fill out their insurance info. Once they link their plan, the platform gives a detailed breakdown. (3) Contact us — request a manual benefit check by going to Help > Benefit Check Request, especially if the above steps fail.Frequency: Medium.
When a client wants a payment refunded.Response: Thrizer is a credit card system that does not directly make charges on your card. Please reach out to your provider, who can refund you if the charge was a mistake. Thrizer is simply the payment processor — we cannot initiate or refund any charges.Frequency: Medium.
When a provider wants to resend an invite for a client to connect.Response: You can resend an invite to a client by clicking the 3-dot menu in their row from the Clients tab and clicking ‘Resend Invite’. Please have the client check their spam folder in case the email notification goes there.Frequency: Low.
Using Thrizer Without Provider Account (Clinician)
When a provider asks if their clients can use Thrizer even if the provider doesn’t have an account or doesn’t charge through Thrizer.Response: Yes, your clients can still use Thrizer even if you do not use Thrizer to charge them. You can continue to use your other platform for payment processing and have the client use Thrizer for superbill uploads. Your EHR should be able to generate a superbill with all the needed information. The client can upload the PDF to their Thrizer portal for submission. The only difference is that the client would not be able to use Thrizer Pay — they would pay you in full via your other system and wait for reimbursement after submitting the claim via Thrizer.Frequency: Low.
The allowed amount is the maximum amount that an insurance will reimburse for out-of-network appointments. It is often not the same as the amount that the provider charges.The allowed amounts reflected upon initially linking the insurance plan is just an estimate based off the average for the plan. Allowed amounts are not set at the plan level like deductibles and co-insurance — they vary based on provider, location, service, etc. Insurances only decide the allowed amount once a claim is submitted.Once a claim is approved, the allowed amount updates automatically in the client’s profile. It is better to think of the initial allowed amount as an average for the plan rather than an actual prediction of what the plan will pay. 80% of actual allowed amounts will fall within $20 of the prediction.Frequency: Low.
When a provider asks if Thrizer can work with Single-Case Agreements (SCA).Response: We do not recommend using Thrizer for submitting OON claims under single-case agreements. The claims often do not get processed correctly under the SCA as Thrizer is a third-party entity submitting the claim. While we are happy to submit the claims and see what happens, we cannot guarantee the results and you may find more success submitting the claims directly.Frequency: Low.
When a client or clinician asks about HSA cards and if they can use them with Thrizer.Response: If you are just using your HSA benefits and not insurance benefits, you should select Self-Pay. OON Pay should be selected if you have a health insurance with OON benefits and want to use Thrizer to submit claims. An HSA card is just a payment method you can use to pay for appointments. You can connect the HSA to Thrizer like any other payment method. HSA cards do not hold insurance benefits or coverage — that is specific to health insurance plans. There would be no claims going to an HSA provider.Frequency: Low.
The deductible is the amount you must pay out of pocket before your insurance coverage begins. Any time a payment is used to apply to the deductible, it gets closer to that threshold. Once you reach that deductible, your insurance will begin to reimburse you for appointments.Frequency: Low.
When therapists ask if they can use Thrizer as an associate-level therapist, or if someone they supervise (an associate-level provider) can use Thrizer.Response: Yes, associate level clinicians are able to use Thrizer without issue. We can set up your account so that your supervisor’s NPI populates on your claims as the Supervising Clinician, but this is optional.Frequency: High.
When a client reaches out and sends their in-network deductible and is confused about the numbers shown in Thrizer.Response: The deductible shown here is your out-of-network deductible, which is different than your in-network deductible. This deductible applies specifically to OON services with providers.Frequency: Low.
When a provider wants to switch a charge to a no-show fee.This requires account-specific action. Direct them to email help@thrizer.com.Frequency: Medium.