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Getting support

How to reach a human, and what to tell them so it gets sorted the first time.

Last updated: July 19, 2026

Contacting us

Inside Track 2 Pay, click the Help icon in the top right — the speech bubble, next to the gear — and choose Support.

Fill in a Subject and a Message and submit. The request comes to us attached to your account, so you do not need to explain who you are or which practice you belong to.

The same menu has a Documentation link, which brings you here.

What to include

Support requests get resolved in one round trip when they say what you were doing, what you expected, and what happened instead. A few specifics that particularly help:

For an import problem — the import’s title and roughly when you uploaded it, whether you chose Therapy Notes Billing or Generic, and the exact error text.

For a payout problem — the batch description (June 2026 Payouts), the clinician involved, and the figure you expected versus the one you got.

For a pay rule problem — the rule’s name, and one example session it got wrong.

For an access problem — the person’s email address and the permission level they should have.

Screenshots are welcome and usually save a message or two.

Before you write

A couple of pages answer most questions faster than we can:

Things to tell us about urgently

Some situations get harder to fix the longer they sit. If any of these happen, get in touch straight away and hold off on further payouts:

  • A payout was finalized by mistake. It cannot be undone from the interface.
  • Billing data went into the wrong practice’s account.
  • A clinician exists twice and both versions have been paid.

None of these are disasters, but all of them are easier to put right before another period runs on top of them.

Support access to your account

To investigate something, a support agent may need to act on your account. When that happens it is recorded explicitly — the audit log on every affected record shows that a support agent was acting on your behalf, with their name and the time.

Nothing done on your account is hidden from you.

Things support can set up for you

A few settings are deliberately not self-service, because getting them wrong would quietly corrupt your data. Ask support for:

  • Group Session Service Codes — needed if you run group therapy, so attendees at the same session are not treated as duplicates of each other.
  • Additional Record Types — if you bill something your system categorizes outside Appointment and Missed Appointment.
  • Manual Entries — the optional hand-keyed transaction feature with its approval workflow.
  • Setting up a new practice account, or connecting a login that is showing “Account Not Found”.

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