What to do first
Use this guide for common client support issues.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. Common reasons include:- the insurance details not exactly matching insurer records
- behavioral health benefits being handled by a separate administrator
- the insurer not exposing out-of-network details digitally
- a recent coverage change
- the plan requiring manual phone verification
- Front of insurance card
- Back of insurance card
- Date of birth
Claim is still processing
Claims typically take 4–6 weeks to process. The insurance carrier controls actual processing time, and an “Approved” claim can either result in a reimbursement or apply to your deductible. For more on outcomes, see Estimates and reimbursement.Payment method issue
A successful charge requires a valid payment method. If a payment fails, Thrizer does not capture the payment or submit a claim. Add or update your payment method before retrying the charge. Completed charges cannot be moved to a different card after the fact.Refund requests
Thrizer does not initiate refunds. Your clinician issues refunds. Contact your clinician directly for refund requests.”I never received my payment”
This question can mean different things depending on who is asking. Before troubleshooting, identify which of the following applies:- Client reimbursement not received. You are a client waiting on an out-of-network insurance reimbursement sent through Thrizer (OON Pay or Superbill Upload). See Reimbursement balance or bank deposit questions below.
- Clinician payout not received. You are a clinician or practice administrator waiting on a payout from Thrizer to your business bank account. Payouts follow the clinician payout schedule and are separate from insurance timing. See Payments, payouts, and refunds — clinician payouts and arrival timing are covered there.
- Refund not received. You are expecting a refund from a session your clinician refunded. Your clinician issues refunds, not Thrizer. Contact your clinician for refund status.
Reimbursement balance or bank deposit questions
Add a reimbursement bank account under Settings → Reimbursement Bank. If you have a balance and no bank on file, Thrizer holds the funds until you add one. A reimbursement bank cannot be used to pay session charges. Bank account added but no deposit yet? Reimbursements generally deposit around 5 business days after you receive the notification that the reimbursement is on the way. Other reasons you may not see funds:- The session was a Thrizer Pay charge. For Thrizer Pay sessions, reimbursement goes to Thrizer (because Thrizer advanced part of the session fee), so no deposit is expected to your bank account.
- The claim was processed but applied to your deductible. An approved claim does not always result in a reimbursement amount. See Estimates and reimbursement.
- The reimbursement bank account was added after the reimbursement was already on its way and needs to be triggered manually. If it has been more than 5 business days since you received the reimbursement notification, email help@thrizer.com and support can take a closer look.