Guiding Clients to Resolve Common Issues and Contact Support

This article addresses frequently asked questions from clients and provides guidance on how to direct them to the appropriate support channels for quick resolution.

Support Contact Information

Phone: (323) 205-7088

Email: support@rula.com

Support hours

Mo. - Fr. | 6:00am - 10:00pm PT

Sa. - Su. | 9:00am - 6:00pm PT

Emergency

The 988 Suicide and Crisis Lifeline provides 24/7, confidential support with trained crisis counselors.

If the client or a loved one is in emotional distress or a suicidal crisis, they should call or text 988.


Frequently Asked Questions

Trouble uploading insurance information

If a client is unable to update their insurance information through the Rula patient portal, reassure them that our Support Team can assist with manually updating their insurance details. You can either direct the client to contact support or request the update on their behalf. If needed, the Insurance Changes Team will reach out to your client directly for pictures of the front and back of their insurance cards.

 

Difficulty finding the telehealth session link

If a client cannot locate the link to their session, you can easily reshare the link with your client from the Rula provider portal. Simply navigate to your schedule, select the client's appointment, and click Resend on the bottom right of the appointment card.

 

Questions about billing and session costs

For any billing-related questions, such as the cost of sessions or payment concerns, clients should contact our Support Team directly. If additional assistance is needed, the Support Team will escalate the request to our dedicated Billing team, who will help resolve more complex billing inquiries.

 

 

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