Troubleshooting and support

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Short answer

Use this guide for common client support issues.

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Benefit check does not work

A failed automated benefit check does not mean your plan has no coverage. It usually means Thrizer did not receive enough usable information from the insurer digitally. Support may ask for:

• Front of insurance card
• Back of insurance card
• Date of birth

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Claim is still processing

Claims typically take 4–6 weeks to process. The insurance carrier controls the actual processing time, and an “Approved” claim can either be reimbursed or applied to your deductible. For more on outcomes, see Estimates and reimbursement.

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Payment method issue

A successful charge requires a valid payment method. If a payment fails, no payment is captured and no claim is submitted. Add or update your payment method before the charge is retried. Completed charges cannot be moved to a different card after the fact.

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Refund requests

Thrizer does not initiate refunds. Refunds are issued by your clinician. Contact your clinician directly for refund requests.

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Need to withdraw reimbursement balance

Add a reimbursement bank account under Settings → Reimbursement Bank. Once a bank is on file, reimbursements are deposited automatically. If you have a balance and no bank on file, the funds are held until you add one. A reimbursement bank cannot be used to pay session charges.

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Need to change your email

Thrizer account email addresses cannot be changed after account creation. See Profile and account settings for options.

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Need to delete your account

Thrizer does not offer self-service account deletion. Email help@thrizer.com to request deletion.

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Need support

Thrizer support is email-based; phone support is not offered. Email help@thrizer.com or use Help → Request Help inside the portal. Initial response is typically within 2 business days. Resolution time varies by issue.