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. If the result is an amber Unable to check benefits notice, the insurer’s automated system was briefly unable to respond. This is usually a temporary issue on the payer’s side, not a coverage problem. Select Try Again. Most temporary payer errors clear on a retry. If retries keep failing, or the result comes back but looks incomplete, the insurer’s automated system may not have returned enough usable information. 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.Claim shows Rejected
A rejected claim is not a coverage decision. It means the clearinghouse or the insurance carrier turned the claim away before reviewing it, usually because of a submission detail such as a practice NPI or Tax ID. The Client Portal shows a generic rejected message without the specific reason. Your clinician can see the specific reason in their dashboard. Ask your clinician, or contact Thrizer support, about a rejected claim. Once the detail is corrected, the claim can often be resubmitted. See What a rejected claim means.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). 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 for clinician payouts and arrival timing.
- 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 sent manually. If it has been more than 5 business days since you received the reimbursement notification, Thrizer support can take a closer look.
Need to change your email
You cannot change your Thrizer account email address after creating the account. See Profile and account settings for options.Can’t find your Thrizer invitation email
If a clinician added you to Thrizer, they send an invitation email to the address they have on file for you. If you cannot find it:- Search your inbox and your spam or junk folder for
Thrizer, your clinician’s name, your practice’s name, orAccess your payment portal. - The message is sent from an automated Thrizer address (for example,
notifications@thrizer.com). The exact sender address and subject line can vary. - If you still cannot find it, sign in to the Client Portal using the same email address your clinician used to add you. A pending clinician connection appears there once you sign in.
- If none of that works, confirm the email address with your clinician. You can also ask them to use Resend Invite or Send login link from your row in their Clinician Portal. See Clinician connections.