Welcome to FAQs
When on a desktop, use “Crtl+F” a search bar will appear, and you can search keywords on this page to find answers to your questions.
Billing FAQs
Below are a collection of commonly asked Billing FAQs.
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A confirmed appointment indicates that the payment method has been verified. If there are any issues with authorization, we will contact you to discuss next steps, including rescheduling or alternative payment options. Please check your messages regularly to ensure you don’t miss important updates.
Would you like to make any further adjustments?
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Co-pays and Fees:
Co-pays and service fees are due the morning of your service, as outlined in your fee or services agreement. Please be aware that once the late cancellation window has passed, your account will be adjusted according to the terms of the financial agreement. Questions about billing can be sent to billing@wlwlab.com
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you will login to simple practice and click billing & payments. If you are not seeing this tab, it is likely because you have established services under a third party payor. If this is you, you can request a copy of your billing anytime by emailing billing@wlwlab.com. View this guide for more information
SIMPLE PRACTICE GUIDE TO VIEWING YOUR BILLING: https://support.simplepracticeclient.com/hc/en-us/articles/10377041538829-Billing-in-the-Client-Portal
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We handle out-of-network payment processing in house. Payment is taken upfront, and we report it to your insurance to ensure it’s applied toward your deductible. If your plan only requires a co-insurance payment, that’s all you’ll need to pay. We verify all insurance 2-3 days prior to your confirmed appointment.
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All notices and agreements regarding fees, and fee agreements are housed within your portal under the documents tab.
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Policies and agreements are reviewed at intake. If missed or late-cancelled appointments become a pattern, we will check in after the third occurrence to help identify and address any barriers to scheduling. This includes re-evaluating whether continuing to engage in services is appropriate at this time.
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We ask that you communicate as early as possible. The best way to let us know about a missed appointment or a late cancellation (less than 24 hours’ notice) is to message us through your client portal messenger.
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It’s possible. You may be charged for:
A late cancellation, which is any cancellation made less than 24 hours before your scheduled appointment.
A no-show, which is when you miss an appointment and do not join within 15 minutes of the scheduled start time.
Any applicable fees will be charged based on your existing fee agreement.
Booking FAQs
Below a are list of commonly asked Booking FAQs.
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You will manage your appointments through your client portal. If you are unable to self-cancel, please contact your provider through the secure messenger in the portal.
Please be advised that missed appointments and late cancellations (for any reason) will incur no-show and late cancellation fees, as outlined in your fee arrangement on file.
If you have any questions, feel free to reach out.
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There could be several reasons:
Outstanding balances
Selecting an appointment time outside the allowed booking window (appointments can be booked 2 to 32 days in advance)
No available appointment slots for the selected provider
Questions about your booking should be directed to your primary provider through the portal's messenger.
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Here's how it works:
An email & text reminder is sent twice, once at 36 hours prior to your appointment, and again 10 minutes prior to the start of your session.
You can join from the Web Portal in a web browser with one click, or use your Client Portal App.
Check Spam/Junk Folder.
If you still can’t find your link, contact your provider through the portal's messenger.
Check the meeting location. Verify that a virtual meeting was scheduled in your portal. You may have been scheduled for a phone appointment instead. Questions about your appointment meeting type can also be sent to your provider through the portal.
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Please note that once you have made a request, that slot is yours. We keep clients in "requested appointment" status while we verify payment methods and ensure all correct paperwork is on file. Confirmed appointment notices will go out 72–24 hours prior to the start of the appointment. If you have questions or concerns, please contact your provider through the secure messaging portal.
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Your card will be charged at the time of service, not at booking. However, a credit card is required to be on file to secure your appointment. This ensures a smooth booking and payment process for all parties.
Outstanding Balances
Please note that we do not carry balances over to future appointments. To help you stay on track, we will run the card to cover any outstanding balance on the morning of your scheduled appointment. Additionally, we offer an autopay option that will process the payment on the same day once your invoice is generated.
Rest assured, we verify all payment methods 24 to 72 hours prior to your appointment to ensure everything is in order.
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You can access your signed global policies, services, terms, and conditions in your document portal. A copy of the terms is located in the footer of any page under the “terms” link.
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Yes. We strongly encourage all clients to enable at least one notification method (email or text) to ensure they receive reminders.
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Yes! We send automatic reminders by email and text—once 36 hours before and again 10 minutes before your scheduled session. These include your session link and location.
Still have un resolved billing or booking questions?
Complete this contact form and we will get back to you.