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.

TherapyNotes uses CardPointe as its third party credit card processing service. Today, I received an email from CardPointe informing me that my business needed to update its "PCI compliance." So I logged into CardPointe and was confronted with a very long and confusing diatribe about how I'm supposed to do this, and that if I don't do this then TN will start charging me a fee. I tried calling support, they of course had no idea what I was talking about but promised to "write a ticket on it." My experience is that when a support person says that, what it means is that your complaint will be buried in a pile of user complaints that never get worked on.

TherapyNotes has a long history of promising much but delivering little. This is particularly true of their scam feature called "Therapy Fuel" which alleges to use AI to accurately capture details of a therapy session and turn them into a useful progress note. It does not. Instead of reporting actual details of the conversation, it simply pollutes the session note with generalized hackneyed phrases such as: "Cognitive Behavioral Therapy techniques were utilized throughout this session to help the client build insight...." No specific facts, nothing. In short, it falls WAY SHORT of building an accurate record of a psychotherapy session that would be useful in court or in a chart review. I have to date created a myriad of support tickets with TherapyNotes on this specific issue, only to be told "Our design team is aware of it." Well, now they've added a new piece of Pablum called "ReFuel" that purports to enhance and fine-tune the content that TherapyFuel creates. IT does not. What it did do, after I typed in my instructions, was display an error message and then boot me out. When I logged back in, I wasn't able to restore the Note. So now, I have to write the note manually from memory. Great time-saver, eh? Overall, basic TherapyNotes is a fairly good EHR platform. But their so-called "AI" is Stone Age. They should bite the bullet and pay some big bucks for AI developers who know what they're doing. Or, take down TherapyFuel until they can finally get it to do what they claim it can do.

Whoever made the decision to discontinue Dosespot for the eprescribe vendor made a GRAVE ERROR. Dr. First is terrible! It is dense, imperceptible and contains TOO MUCH INFORMATION ON EVERY PAGE! I cannot even tell if a prescription is sent. Customer service is overwhelmed. I waited SIX HOURS for a call back. PLEASE BRING DOSE SPOT BACK! We did not ask for the change. It took 10 seconds to send a prescription with DOSESPOT. Now I can't get to a script without PAGES of information I did not ask for or need. The so called benefits do not contribute to my practice. VERY DISAPPOINTING.

Extremely Disappointed — Lack of Transparency Regarding PCI Fees I am extremely disappointed with my experience with TherapyNotes. Beginning in 2022, I was charged a recurring $29.95 monthly PCI non-compliance fee. The biggest issue is that I was not aware that I was allegedly non-compliant, when the alleged non-compliance began, what caused it, or that I was continuously being charged this fee. I did not knowingly remain non-compliant. Had I received clear and timely notification, I would have addressed the issue. When I brought this to TherapyNotes and CardPointe, I was offered only a three-month refund, despite the charges continuing for a much longer period. I do not believe this is a fair resolution. I am also concerned about a merchant application that was provided to me. It appears to have been completed electronically with my name typed into the signature field, but I do not recall completing or authorizing the application. I have requested clarification regarding how and when it was completed. What is especially concerning is that I am not the only TherapyNotes provider who has experienced similar PCI compliance and $29.95 fee issues. Other TherapyNotes providers have reported similar concerns and filed complaints with the BBB. This has seriously damaged my trust in TherapyNotes. Providers deserve clear communication, transparency, proactive notification, and accountability when recurring fees are being charged. Based on my experience, I would not recommend TherapyNotes to other providers. Responding to therapynotes; I strongly disagree with TherapyNotes’ response because it does not accurately describe what happened. The statement that there was a “giant yellow banner” informing me that I needed to separately cancel a payment processing account, as well as the claim that I was repeatedly contacted by phone and email, is not consistent with my experience. If TherapyNotes maintains that these communications occurred, I would ask them to provide the dates, times, and copies of those communications. I also dispute the characterization that I simply “took no action” and “apparently disregarded” the charges. That is an unfair and misleading representation of the situation. If TherapyNotes has documentation supporting its claims, I encourage them to provide it rather than making statements that imply negligence on my part. Likewise, I am happy to provide documentation supporting my account of what occurred. Waiving three months of fees does not change the underlying issue or make the charges automatically justified. My review reflects my actual experience, and I stand by it. Respond to therapynotes: you guys are being completely DISHONEST. Please upload all attachments from the calls and emails that were sent to me indicating that I was PCI non compliant and that I was being charged 29.95 monthly. As stated , I received only one email from Cardpointe in 2025 at 2:00 am indicating I was PCI non compliant, but it never mentioned that I was getting charged. As you can see, there is clearly a gap in the way this was communicated, especially because this is NOT an isolated incident and has happened to others. Please stop, take accountability and DO BETTER. That's it. This one star review is deserved because there was a lack of communication

I've been disappointed with this EHR, particularly for medication management and customization. Several key limitations have remained unresolved for years. 1. **Limited note template customization:** Users cannot create their own note templates or rearrange sections within PSYCHIATRIC intake or follow-up notes (therapists are able to do this though). I've been told this feature is "being worked on," but it's been more than three years without a solution. 2. **Restricted intake assessment editing:** The patient intake assessment cannot be fully customized. You can only delete existing sections rather than modify the questions or add your own. The default assessment is geared more toward therapists than medical providers, making it less useful for medication management. 3. **Parent portal and billing authorization issues:** The system does not handle parent access well in situations where minors have healthcare privacy rights. For example, in Washington State, minors age 13 and older have certain rights to confidential healthcare, which means parents often should not have access to the patient's medical record. However, parents are frequently the ones responsible for payment. The EHR only allows parents either full access or no access, making it impossible for them to review or sign billing authorizations without exposing protected health information. The suggested workarounds involve extra administrative steps, sharing sensitive payment information, or collecting signatures outside the EHR. 4. **Inconsistent customer support:** I've received incorrect information from customer support on multiple occasions. In my experience, roughly 30% of interactions result in inaccurate guidance. I've been told certain features exist when they don't, or I've had to explain how the system actually works. Other times, support representatives need to recreate the issue using a test patient before they can determine whether a solution exists, leading to lengthy support calls. 5. **Unreliable telehealth workflow:** The built-in telehealth functionality has been unreliable enough with freezing or dropping connection that we've had to use Zoom instead. Even then, there's a significant scheduling issue. If a patient logs in at or just after their scheduled appointment time, the system may display a message stating that they are too late for their appointment and must contact the office. This setting cannot be adjusted at the clinic level. As a result, patients often believe they have missed their appointment, become unnecessarily upset, or fail to join the session altogether, leading to avoidable no-shows and confusion about potential no-show fees. Overall, the lack of customization, workflow limitations, unreliable telehealth functionality, and inconsistent customer support have made this EHR difficult to use efficiently in a practice with medication management.

They try to bill you ahead of several months, includes any fees even if it's not applicable, and also have several glitches that prevent you from doing clinical work, like even making notes requiring several attempts at times due to weird systemic errors. They responded with you need to cancel it if you want from their platform, but then the cancellation button is greyed out when tried due to not paid future months that they are trying to bill you. Multiple attempts and several wasted hours are needed due to their "I do not know what's happening" kinda attitude from service and sales reps. Do not even try their card processor, they are incompentent in what they do, but they just want to bill you and draw money out of your bank account randomly. Crooks....

Therapynotes is built for counseling and NOT for prescribers. We have experienced frequent updates which break functionality in the middle of the business day, a glitchy and feature-poor billing system, and random service outages which grind our practice to a halt. After our frustrations grew to the point we decided to leave them and move to another EHR, they informed us that they cannot provide our patient records in a bulk download, requiring our office staff to spend literally dozens of hours manually downloading and renaming notes individually. My advice to you - if you are considering TherapyNotes as your EHR, look elsewhere. They are a marketing company with software attached.