Key points
- Start with the AI search bar to get answers and contact Support.
- You’ll first interact with our AI assistant. If you still need help, you can live chat or submit a request, depending on your issue.
- Live chat hours: Monday–Friday 5:00am–10:00pm PT; Saturday–Sunday 9:00am–6:00pm PT.
- For specialized topics (Quality, Care Coordination, Compliance, Credentialing, Records, etc.), use the Team Directory below.
Contact Support (start in the AI search bar)
Use the AI search bar available on every Help Center page.
Once opened, you can:
Chat with our AI assistant for quick answers and guidance, or
Search through Help Center articles to find relevant documentation.
If you need additional help, you can request to connect with a live Service Team member.
Support availability
Live chat hours of operation
Monday–Friday: 5:00am–10:00pm PT
Saturday–Sunday: 9:00am–6:00pm PT
The quickest way to contact the support team is via our live chat. Click the chat widget located at the bottom of your screen to start a conversation with our AI assistant, who can route you to our service team.
Outside of live chat hours, you can still submit a support request anytime.
What can Support help with?
Support is the best place to start for most non-clinical questions about working with Rula. We can troubleshoot issues, explain processes, and help route you to the right team when needed.
Common topics include (not a complete list):
Provider portal troubleshooting
Scheduling, availability, and calendar questions
Payments, direct deposit, and billing-related questions
Patient workflow questions (including rematches)
Questions about Rula processes not covered in the Help Center
If you’re not sure where your question belongs, start in the AI search bar—we’ll help guide you.
Note: Our support agents are not licensed clinicians and cannot offer clinical support. To consult with a licensed clinician, please connect with our Clinical Quality team.
Provider Support Events & Live Sessions
We offer weekly interactive sessions with staff from different provider support teams. For the most up-to-date schedule (events are shown in Pacific Time), save the Therapist Events Calendar.
Note: Sessions are not offered on holidays. The Therapist Events Calendar reflects the latest schedule.
Technical Support Office Hours
Live troubleshooting with Senior Support Specialists and Agents (provider portal, documentation, Zoom/telehealth questions).
Mondays: 12:00pm PT / 3:00pm ET
Therapist Welcome Sessions
Overview of the Rula ecosystem, EHR essentials, and key protocols/best practices.
Mondays: 9:00am PT / 12:00pm ET
Wednesdays: 12:00pm PT / 3:00pm ET
Fridays: 12:00pm PT / 3:00pm ET
Clinical Quality Support Sessions
Our licensed providers on the Clinical Quality team host a variety of support and consultation sessions for therapists who contract with Rula, including documentation guidance, clinical and ethical Q&A, peer case consultation, and specialized discussions focused on risk management and patient safety. These sessions are designed to support high-quality care, professional growth, and confident clinical decision-making
See the linked article for a full breakdown of session types, formats, and how to join
Links to all sessions are available in the Therapist Events Calendar (Note: Events are shown in Pacific Time)
Team Directory: Who to Contact
| Team | What they help with | Contact |
| Quality (Clinical Quality Support) |
Licensed clinicians are available to support therapists in strengthening their practice on topics such as:
A Clinical Quality Specialist attends all Provider Office hours and is available for 1:1 support. |
quality@rula.com |
| Care Coordination | HLOC requests, referrals for psychiatric services outside of Rula, IOP, residential care, psychological testing. | care@rula.com; (323) 205-7261 |
| Provider Success | Offers strategies and best practices for growing your practice through Rula, including schedule optimization, caseload management, growth consultation, and contract questions. | Each therapist is assigned a Provider Success Associate (PSA). Please refer to your onboarding email for contact info. If you can’t find it, start in the Help widget and Support can connect you. |
| Credentialing | Credentialing questions and panel status. | credentialingteam@rula.com |
| Accounts Payable | Provider payments. | accountspayable@rula.com |
| Medical Records | Record requests/releases; ROI sent to patient for e-signature. | records@rula.com |
| Profiles | Create/update public profile. | profiles@rula.com |
| HIPAA / Compliance | HIPAA privacy & security, consents, Rula policies, ethical issues. Grievance Coordinator manages patient complaints. | privacy@rula.com |
| Compliance Hotline (24/7) | Report unethical/illegal activity, HIPAA violations, privacy, ethics, fraud, waste, or abuse (anonymous reporting available). | https://rula.navexone.com/; (833) 613-2443 |
| Patient Safety Clinical Risk | Patient safety consults, adverse event/incident reporting, proactive risk management. | Patient Safety Form |
| Psych Services | If your client is interested in psych services. | Link to Psych Services Help Center article |
If you're not sure where to go, start in the widget
Your Available Resources in the Rula Provider Portal
The Resources tab in the provider portal includes frequently used documents, forms, templates, and professional development resources.
How to access the Resources tab
- Log into the provider portal
Click Resources in the left-side menu
Browse by category
Looking for something specific?
See: Your available resources in the Rula provider portal (Help Center article) for the full list and walkthrough.
Still need help? Start by using the AI search bar on this page. You can get answers instantly or ask to connect with a live Service Team member at any time.
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