Contacting support

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How do I contact the Headway support team?

Headway's dedicated customer support team here to help our growing community of providers and clients. You can reach us with our contact form, and we'll get back to you ASAP.

If you've emailed us directly in the past, we kindly ask you to please use our contact form at instead. Using this will help us collect as much information as possible and send your inquiry immediately to the correct team. We're excited to support you more quickly and efficiently through this process!


What are your support hours?

Our support hours are currently 9:00am to 6:00pm Eastern Time, Monday through Friday. Our office is closed on major holidays, but we'll always offer limited coverage during longer breaks or holidays.


What's different about the new contact form?

As part of our ongoing effort to improve user experience and provide faster, more personalized support, we have recently updated our contact form. 

Here's what's changing: 

  • You'll be asked to log in with your Headway credentials before submitting a request to our team

    • This helps us route your response to the right person quickly and securely so that we’re able to provide faster, more personalized support. 

  • Optimized look and feel 
    • While the form contents are the same, the new look and feel makes it easier for you to provide important information about your inquiry to our support team. 
    • The form can now be accessed from directly within your account.
  • Added fields and questions
    • New fields will help our support team better understand the nature of your inquiry and provide more targeted assistance. You may be asked to provide:

      • More details about your account

      • Details about the specific issue you are experiencing and 

      • The name of the client your inquiry is about (if you are a provider). 


Where can I access the new contact form?

You can access our contact form directly through your account, or at Feel free to share this link directly with clients, too.


Why do I have to be logged in to use the contact form? 

By requiring users to log in before using our contact form, we can ensure that messages are coming from authenticated users. This adds an additional layer of security in contacting our support team.  

Additionally, logging in can help us personalize and tailor your support. This way, we're able to quickly locate all of the information we need to answer your inquiry. We can also easily view any other inquiries you've sent, and address them all in one reply. 

This can help expedite the support process and ensure that you receive a response from our team as quickly as possible.


What are credentials? Do I need a specific username and password?

You'll log in to use the contact form using your Headway username and password. 

  • If you're a provider:
  • If you're a client: 
    • This is the email and password you use to log in via
  • If you've forgotten your password, see our article on account access issues
  • If you don't have an account yet:
    • Create an account by clicking “I don’t have an account yet” to submit an inquiry without logging in
    • Create an account on our website


I forgot my login credentials, but still want to send an inquiry. Is this possible?

While we ask that you log in for the best and most personalized experience, it's not required to submit an inquiry. If you're having trouble accessing your account and would still like to reach out, click "I can't access my account." From there, you'll be able to utilize our contact form without logging in. 

If you've forgotten your password and would like to reset it, please visit our Account access and password issues article for instructions. 


I sent a message to your support team—why haven't I heard back yet?

We've recently had higher than normal inbound messages come in and are working diligently to answer everyone as soon as we can. We appreciate your patience and apologize for the inconvenience as we want to make sure everyone is helped in a timely manner.


Do you offer live phone or live chat support?

We do not currently offer live phone or live chat support, though these are things that we know there is demand for! Stay tuned as we do hope to launch live support initiatives in the future.

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