> ## Documentation Index > Fetch the complete documentation index at: https://docs.thrizer.com/llms.txt > Use this file to discover all available pages before exploring further. # Troubleshooting and support > Get help with benefit-check failures, claim delays, payment issues, account changes, reimbursement bank setup, and support requests. ## 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 Manual verification may still confirm benefits. Support may ask for: * Front of insurance card * Back of insurance card * Date of birth If a benefit check cannot be completed through automated or manual verification, Thrizer cannot submit claims or use insurance-based payment for that plan. Self-Pay is still available. For more on benefit-check outcomes and what manual verification can confirm, see [Manual benefit checks](/help/widget/manual-benefit-checks). ## 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](/help/client/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](#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](/help/clinician/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. If you are unsure which category applies, email [help@thrizer.com](mailto:help@thrizer.com) and describe whether you are expecting a **reimbursement**, a **clinician payout**, or a **refund**. ## 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](/help/client/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](mailto:help@thrizer.com) and 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](/help/client/profile-and-settings) for options. ## Sign-in email from your clinician Your clinician can email you a one-time sign-in link to the Thrizer Client Portal. Thrizer sends the email to the address your clinician has on file for you. If you do not see it, check spam, confirm the email address your clinician has for you, or use the standard sign-in page. A sign-in link is not a password reset. To reset your password, use the sign-in page or ask your clinician to send a password reset. ## Need to delete your account Thrizer does not offer self-service account deletion. Email [help@thrizer.com](mailto:help@thrizer.com) to request deletion. ## Need support Thrizer support is email-based and does not offer phone support. Email [help@thrizer.com](mailto:help@thrizer.com) or use **Help → Request Help** inside the portal. Thrizer typically responds within 2 business days. Resolution time varies by issue.