Spruce support is available Monday through Friday, 8am-8pm ET via in-app secure messaging and email. To reach support, open the Team Spruce Support conversation in your Spruce inbox or email support@sprucehealth.com.
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 Message Us on the web or Contact Support on mobile.
Create a private conversation
By default, the Spruce Support conversation is visible to your entire organization, meaning any team member with access to your organization’s Spruce account can view the messages. If you would like to send a private message to our Support team through the app, you will need to create a new Spruce link with only yourself as the owner.
To create a private Spruce link:
- Go to Settings > Secure Messaging > Create New Link
- Make the owner yourself. Make sure that no one else is listed under "Additional Internal Members," including the practice name.
- If you would like another teammate to be included in this private, secure message with Team Spruce, you can add them under "Additional Internal Members."
- Select Save.
Once you have created the private Spruce link, you can start a new conversation with us by selecting New > Secure Message. In the "To" field, enter Team Spruce and select your new Spruce link in the "From" field.
Watch a video on how to start a private conversation with Spruce Support.
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.
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 details 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.
Frequently Asked Questions
How do I contact Spruce support?
Open the Spruce app and find the Team Spruce Support conversation in your inbox or email support@sprucehealth.com.
What are Spruce’s support hours?
Monday through Friday, 8am-8pm ET.
How do I stay informed of incidents?
Subscribe to our status page here in order to be automatically updated in the unlikely event of an incident.