TherapyNotes, LLCReviews of therapynotes.com

I’m the IT and compliance advisor for an ABA practice that was defrauded through TherapyNotes. I’m not a TherapyNotes user. This review is based on working the case directly with their support team and CEO. In 2024, someone opened a TherapyNotes account using my client’s name and practice information, with an email and phone number that had nothing to do with her. The same day, they used it to apply for a merchant account through TherapyNotes’ payment partner, CardConnect (Fiserv). That got her practice placed on the Mastercard MATCH list, and a 1099-K was issued in her name for sales she never made. Last month her real processor terminated her, and her practice could no longer take card payments. When she reported it with police, FTC and IC3 reports, TherapyNotes asked her for the login and charge details on the fraudulent account, information only the fraudster would have. They also told her the merchant account wasn’t connected to TherapyNotes. They later confirmed it was. It took weeks and a public post before anyone took ownership. Undoing the damage took more than five weeks, about 23 hours of professional time and roughly 15 hours of her own. To be fair, once the case reached MJ in Customer Success, MJ was responsive and helped get the MATCH listing corrected. But the company’s position, from its CEO, is that identity verification is Fiserv’s job, not TherapyNotes’. They declined any compensation for the time or business impact. How TherapyNotes can improve: match new accounts against the practice’s public NPI record, flag free email addresses registering practices that have their own domain, pause brand-new accounts that request payment processing on day one, notify the practice when a merchant account is opened in its name, and give fraud victims a clear path that doesn’t ask them for the fraudster’s information. Most of all, take responsibility when your platform is the way in. I would not recommend TherapyNotes to ABA or other healthcare providers.

Excellent customer service. They are always there to help when you have difficulty. Always patient and supportive. Helps work through difficulties till resolved. I had a recent billing issue on a Sunday night, and they worked with me for over an hour to help resolve it. Can't recommend them enough!

TherapyNotes is a very solid EHR to use. It takes a little to learn like all EHRs, but the customer service is the best I've seen. It also handles billing insurance better than any other EHR I've worked with. These two factors alone make it well worth

they were quick with helping me answer my question, no fluff.

I cannot say enough good things about the support I received from TherapyNotes. I was dealing with a complicated and stressful billing and enrollment issue, and the representative who assisted me was absolutely wonderful. He was extremely thorough, knowledgeable, honest, patient, and uplifting. He stayed with me through multiple steps, explained things clearly, and helped turn what felt like an overwhelming situation into something I could actually tackle. What stood out most was that I never felt rushed or brushed off. He genuinely seemed invested in helping me get as far as we possibly could. That kind of support is invaluable when you are dealing with complicated billing issues. I finished the call feeling relieved, informed, and much more confident about what needed to happen next. Thank you for providing this level of customer service. It absolutely deserves five stars!

Therapy Notes has always provided quick and caring support. Each time I reach out for support the staff is friendly and supportive. I stay with Therapy Notes because the customer service is so good.

Kevin was very knowledgeable and very helpful

I highly recommend Therapy Notes to any therapist who values customer support provided by people who truly are trying to be helpful and are accessible right when you need it 24/7. No need to submit support tickets and then wait. I chose them for the customer service support and am so glad I did.