Spruce Support

IN THIS ARTICLE


How to contact Spruce Support

Contact us through the app

If you're a healthcare professional using the Spruce app, the best way to reach our team is through your Team Spruce Support conversation. To open the Spruce Support conversation, navigate to the Spruce app's Settings page, and choose the "Message Us" option.

Please note when you message into Support we help inquiries from oldest to newest. Once we start working on your request we will be message you back. 

Contact us by email

If you do not have the Spruce app, if you cannot access your account, or if you are a patient using Spruce, please email our team at support@sprucehealth.com

We have found messaging and email to be the most effective methods to support our customers. At this time we do not have a general support phone number to take phone call support inquiries. With messaging we are able to see your account setup, devices, verify identify and anticipate solutions faster than if we are on the phone. Thank you for your understanding. 

Support hours

The Spruce Support team is online to help you from 8am-8pm ET, Monday through Friday. We do our best to reply to all inquiries within one business day. If you are experiencing a business-critical issue, please send a message to the in-app Spruce Support conversation with the word "URGENT" included, in all capital letters. We strive to respond to urgent, business-critical issues within two hours. 

Examples of business-critical issues:

  • Phone system outage
  • Inability for you or your teammate to access your Spruce account 

We understand that many of our customers use Spruce outside of our business hours. If you message us after hours, you can generally expect a reply by the end of the next business day. However, we monitor our system on nights and weekends to ensure that someone from our team is available to reply in the event of a business-critical issue. 


Troubleshooting guidance

In the process of assisting you to resolve reported issues, the Support team may request screenshots of the app, conversation links, or message links. 

Screenshots

Take screenshots on your mobile device or web browser, and save them as image or PDF files. Send your screenshots through the Spruce Support conversation by selecting the Plus (+) Icon at the bottom of the compose bar to attach a file.

Conversation links

A conversation link allows us to obtain important detail on the conversation in question. We are never able to view the message contents of a conversation; we can only see the timestamps of when messages were sent and received.

To provide a conversation link from the web, open the conversation and select the link icon at the top right of the screen. Then, paste the copied link into the message you are composing to send to Spruce Support.

To provide a conversation link from the mobile app, open the conversation and select the (i) icon in the right hand corner to view Conversation Details. Then, select the link icon at the top of Conversation Details. Paste the copied link into the message you are composing to send to Spruce Support.

Message links

A message link allows us to understand which message in the conversation you are referring to.

To provide a message link from the web, open the conversation and hover over the message in question. Select the three vertical dots icon next to the message, which will open an options menu, from which you should select "Copy Message Link." Then, paste the copied link into the message you are composing to send to Spruce Support.

To provide a message link from the mobile app, open the conversation and long-press on the message in question until a pop-up menu appears, from which you should select "Copy Link to Message." Then, paste the copied link into the message you are composing to send to Spruce Support.


How to check what version of Spruce you have downloaded

iPhone: Navigate to your Spruce Settings by selecting the icon in the bottom right hand corner of the app. Scroll to the bottom of the settings page and note the version listed below the "Sign Out" button.

Android: Navigate to "apps & notifications." Find the Spruce App and select "Advanced." Scroll to the bottom of the settings and note the version listed beneath "App details."

Our Spruce Help Center has other articles like this one, with extensive resources on how to use Spruce. For help at any hour of any day, please bookmark https://help.sprucehealth.com/ and use the search bar to find answers to all of your questions.

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