Contacting Headway support


Headway's dedicated customer support team is here to help our growing community of providers and clients. You can reach our team by using 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!


Our 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 coverage during longer breaks or holidays.


Our 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). 

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


Why we require you to be logged in to contact us

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.

You'll also be able to view the status of all your requests via the Requests page in the Help Center.

Don't have an account yet? You can create an account directly from the contact form!


Using the contact form without logging in

If you're having trouble accessing your account and would like to reach out using the contact form, click "I can't access my account." From there, you'll be able to submit an inquiry related to your account access. 

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


Phone support

We do not currently offer live phone support (Headway does not have a dedicated inbound phone line), though we know there is demand for this! Stay tuned as we do hope to launch live support initiatives in the future.

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