IN THIS ARTICLE
How to contact Spruce Support
Contact us through the app
If you're a healthcare professional using Spruce, 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.
The Spruce Support thread by default can be seen by your entire team. Should you want to send a private message to our Support team you will have to create a new Spruce link that just you as the owner of the link. To set this up you will go to Settings, Secure Messaging, Create New Link, and make the owner yourself and make sure no one, including the practice name, are listed in "Additional Internal Members". If you do want another teammate to be in this private secure message with Team Spruce you can add them to the section under "Additional Internal Members". If you need further help please review this video.
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 click the "URGENT" button included in the auto reply that you received from us. 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
Spruce support is also available every Saturday and Sunday, from 8am-8pm ET, for urgent issues. Non-urgent requests will typically be handled the following business day.
Please note that platform-wide service disruptions (e.g., phone call failures or inboxes failing to load) are treated as emergencies at Spruce and are attended to immediately, regardless of when they occur. We respond aggressively to all outages, and seek to rectify them immediately. We do not consider outages to be support requests, and our response to them is not limited to typical support business hours.
How Spruce support works
Whether you contact us within the Spruce app or via email, we seek to respond to all support inquiries within one business day. We prioritize incoming requests so that we can respond to the most urgent issues first, but all support requests truly are important to us, and we do our best to get to them quickly.
Please note that our in-app messaging support is intended to be asynchronous, just like typical email support, so our responses may not always be immediate. When support request volume is low, our in-app responses can sometimes be very fast, to the point where in-app support is effectively live chat, but this is not always the case. Thank you for your understanding on this, and for working with us as we prioritize and attend to all support requests as quickly as possible.
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."
Search the Spruce Support database
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.
Staying informed of incidents
Spruce maintains a status page at https://status.sprucehealth.com. In the event of an incident that affects the Spruce platform, we update the status page with a summary of the impact and the affected components. For timely updates, you can select Subscribe to Updates in the top right corner of the page to receive status updates via email and text message.