Frequently Asked Questions

About SproutStep

Can I message a provider before booking an appointment?


Absolutely! You need to be signed into an active account to message a provider. In each listing is a contact button to message that provider. If you have already messaged a provider and need to see your inbox. You can reach your messages by hovering over your silhouette in the top right corner and clicking on "Inbox".




Do the providers have offices I can go to?


Some of them do! There is a filter on the left side of the home page that will let you select for providers that have an office you can go to, providers that will go to you, or providers that see you remotely through phone call or video conferencing.




Do providers come to me?


Some of them will! There is a filter on the left side of the home page that will let you select for providers that will go to you, see you in their office, or see you remotely through phone call or video conferencing.




How much does SproutStep cost?


SproutStep has three solution tiers: • Base $9.99 per employee per month • Premium: $49.99 per employee per month • Unlimited: $249.99 per employee per month Additionally, when you book a provider, you have to pay the provider their listed fee (except for the unlimited tier). To see details of these solutions, click here.




How do the payments work?


We utilize Paypal and Stripe encrypted secure payment processing software to handle all payments. All credit card and direct deposit information is hosted on Paypal or Stripe servers. That means no one at SproutStep can access that information. Every time a transaction is processed, it is routed to the PayPal and Stripe servers. For more information, please visit Stripe and PayPal.




Who are the providers on SproutStep?


Providers that list services on SproutStep are independent providers with expertise in wellness. They are:

  • Art Therapists
  • Recreational Therapists
  • Chefs
  • Reiki practitioners
  • Therapists
  • Tai Chi instructors
  • Doctors
  • Physical Therapists
  • Yoga Instructors
  • Dietitians
  • Personal Trainers
  • Meditation Coaches
  • Health and Wellness Coaches
  • Counselors
  • Massage Therapists
  • Chiropractors
  • Nurse Coaches
  • Fitness Instructors
  • And more...
They have a variety of backgrounds that make them uniquely qualified to help you reach your goals of living well. SproutStep has no affiliation with the listing providers. Providers undergo a background check and qualification verification prior to listing.




Are all providers virtual?


The majority of providers offer a virtual service, but many also offer in person services. You can filter for either of these options at https://search.sproutstep.com/.




How does SproutStep work?


Organizations purchase access to the SproutStep network of certified wellness providers for their employees. The employees then find the services and providers they want to work with at https://search.sproutstep.com/. From here, the employee can message, book, and securely pay for the services they want. If the organizer uses Premium or Unlimited solutions, SproutStep will then reimburse the employees for qualifying services purchased on SproutStep. Each month, SproutStep will send the organization utilization reports.




I want to work with a provider that isn't on SproutStep


No problem! Let us know who the provider is that you want to work with at support@sproutstep.com and we will do our best to get them on SproutStep. Also, if you let them know that you want to work with them on SproutStep, that wouldn't hurt either!




How do I get an invitation code to create an account?


To purchase services on SproutStep, you must have a paid membership through your employer. After your employer signs up for SproutStep, each designated employee will receieve an email inviting them to create a SproutStep account which will include an invitation code. For health and wellness providers interested in listing their services on SproutStep, please click here for instructions.





Help Booking an Appointment

How do I find messages from providers?


After logging in, hover your mouse over the silhouette in the top right and click on "inbox". From here you can see any conversations you've had on SproutStep.




How do I book an appointment with a provider?


Go to https://search.sproutstep.com/ to find a provider you are interested in working with. After you find the provider you want to work with, you can book a time with them from their listing. At the right of their listing is where you can choose the date and time of your appointment. Click on the booking date to find the date that works for you. Choose the start and end time for your appointment. Click the "Request" button. On the following page you will fill out your credit card or PayPal account information and click "Confirm payment". That's it! After that, the provider will contact you with more information.




Can I pay with credit card or PayPal?


You can always pay with credit card, and some providers have setup PayPal as well. On the right side of their listing page, you can see which payments options they accept under the "Request" button. They may accept Visa, Mastercard, Amex, and PayPal (as seen here).




How do I update my profile?


After logging in, in the top right of the screen, hover over your silhouette and click on "Profile". From here you can update all of your profile information. Click "save" to update the information.




What credit cards do you accept?


You can always pay with all major credit cards, and some providers have setup PayPal as a payment option as well. On the right side of their listing page, you can see which payments options they accept under the "Request" button. They may accept Visa, Mastercard, Amex, and PayPal (as seen here).




Can I pay with Venmo?


Unfortunately we do not have Venmo setup as a payment option yet.




How do I edit my profile?


After logging in at https://search.sproutstep.com/, in the top right of the screen, hover over your silhouette and click on "Profile". From here you can update all of your profile information. Click "save" to save the updated information.




I found a provider, but the time I want isn't listed


If you found a provider you want to work with but the time you would like is not listed, you can message the provider directly to see if they will work with you at a different time.




How do I message a provider?


You can message any provider from their service listing page by clicking on the "contact" button on the right side.




I found a provider but the time I want is not listed


If you found a provider you want to work with but the time you would like is not listed, you can message the provider directly to see if they will work with you at a different time. You can message them from their service listing page by clicking on the "contact" button on the right side.




I want to work with a provider that isn't on SproutStep


No problem! Let us know who the provider is that you want to work with at support@sproutstep.com and we will do our best to get them on SproutStep. Also, if you let them know that you want to work with them on SproutStep, that wouldn't hurt either!





I Booked an Appointment

I booked an appointment with a provider on SproutStep, now what?


Your provider will confirm the appointment with you and be in touch about next steps. You can also reach out to them directly through our internal messaging system. To get there, hover your mouse over your profile picture in the top right and click on "Inbox". From here you should see a message about your transaction and can click on the message title. After the appointment is complete, go to the transaction in your inbox and mark it as complete.




I need to reschedule my appointment


To reschedule your appointment, contact the provider you booked with and ask them to reschedule.




I had an issue with my service


For issues with your service, please let us know immediately at support@sproutstep.com. We also recommend logging into your profile at https://search.sproutstep.com/, hover your mouse over your profile picture or silhouette in the top right corner and from the drop down menu, click on "my listings". From here click on "transactions". Next to the transaction in question, mark "Dispute".




I forget when my appointment is


You should have received an email stating your appointment details. If you cannot find the email, you can go to https://search.sproutstep.com/ and login in the top right corner. Hover your mouse over your profile picture or silhouette in the top right corner. From the menu that drops down, select "my listings" and then "transactions" to see all transactions you've made. From here you can contact the provider to clarify the time or reschedule.




I want to cancel my appointment


To cancel the appointment, go to https://search.sproutstep.com/ and login in the top right corner. From there, hover your mouse over your profile picture or silhouette in the top right corner. From the drop down menu, click on "my listings". From here, go to transactions, and click "Dispute" next to the transaction in question. From there someone from the SproutStep team will be in touch.




I booked an appointment and the provider has not contacted me


It may take a couple days for the provider to get in contact with you. If you are concerned, we recommend messaging them first. You can click on their service listing or profile and click "Message" to write them a private message. If it has gone past the time the service should have occured and they have not contacted you, reach out to us at support@sproutstep.com.




When is my appointment?


You should have received an email stating your appointment details. If you cannot find the email, you can go to https://search.sproutstep.com/ and login in the top right corner. Hover your mouse over your profile picture or silhouette in the top right corner. From the menu that drops down, select "my listings" and then "transactions" to see all transactions you've made. From here you can contact the provider to clarify the time or reschedule.





For Providers

I want to list my services on SproutStep.


That's great! If you are a health and wellness provider that wants to list your services on SproutStep, follow the steps below: Create an Account

  1. To ensure you have the appropriate qualifications to list your services on the SproutStep, please send us proof / images of your degrees, certifications, or licenses. You can upload them to the SproutStep Dropbox (click here) or email them to admin@sproutstep.com. If you upload them to Dropbox, please email us at admin@sproutstep.com so we have your email address and can provide you with the information to create an account on SproutStep.
  2. After we have reviewed your documents, you will receive an email inviting you to create a SproutStep account.
Create Your Listing
  1. Login to SproutStep (click here) and click on “+ Post your service” button in the top right.
  2. Choose a category for your service.
  3. Complete all of the fields for your service listing ( All of these fields are required to have your listing approved)
    1. Title
    2. Price - Go here for ideas about pricing your service
    3. Detailed description of your service, including your professional qualifications
    4. Location, if in person (optional)
    5. Check whether the service is virtual or in person
    6. Upload images for your listing
  4. Input your availability. All services are listed per hour. If your services are shorter or longer than one hour, include that in your service description. When you input availability, the system designates the individual hours between your start and end time as available. For example, if your start time is 9:00am and end time is 11:00am, then clients will see that you are available from 9:00am to 10:00am and 10:00am to 11:00am. If you need gaps in your availability, press the “+ Add another time slot” to input multiple time blocks.
  5. Complete your profile. Click on the silhouette and “edit profile”. Input more information about you and add a profile picture (required).
  6. Configure your payment settings: We utilize PayPal and Stripe encrypted payment processing software to handle all payments. All credit card and direct deposit information is hosted on PayPal or Stripe servers respectively. No one at SproutStep can access any of this information. All transactions are completed through PayPal and Stripe servers. Clients will not be able to book your services until this is completed. You will have an alert at the top of your page or you can reach this section by hovering over your picture in the top right and click on “Settings” and then “Payments” in the left menu. For more information about PayPal and Stripe, please visit https://www.paypal.com/ and https://stripe.com/.
  7. Complete and send us a W-9 form. We are required by the IRS to obtain this document in order to file your earnings and provide you with a 1099 at the end of the year. Click here to fill out W-9. Click here to uload W-9.
    Note: Some web browsers will not save the information when you complete the pdf online and download it. If this happens to you, we recommend trying a different web browser, downloading it and filling it out on your computer, or printing it out and filling it out with pen.
  8. Complete and pay $8 for a background check through our partner PeopleTrail. Start your background check.
After each of the items above are completed, we will approve your listing and it will go live on SproutStep! Best practices for attracting more customers on SproutStep Engaging pictures. Include great pictures for your listing and profile picture. If you need pictures, you can find royalty free pictures from Unsplash.com, Pexels.com, or Pixabay.com
Compelling description. Write about your services, your professional or personal background, and qualifications. Customers want to know more about you and what your services include.
Positive reviews. Prospective clients like to book providers who already have reviews. You can have a few of your current clients book your services on SproutStep and then rate you positively to increase your rating. Share your listing. Share your service listing on social media, your website or blog, and to friends and family to broaden awareness of your service, obtain initial reviews, and because the more websites that link to your listing makes search engines like Google and Bing prioritize your service listing and make it easier to find.




Who are the providers on SproutStep?


Providers that list services on SproutStep are independent providers with expertise in living a healthy life. They are: Doctors that help navigate your diagnoses and promote healthy lifestyle Physical Therapists that ease your pain and get you back to full activity Dietitians who help you navigate meal planning and find a way to eat healthy Personal Trainers that help you workout and get fit Health and Wellness Coaches that help you implement a healthy lifestyle Counselors who work with you to overcome mental barriers Recreational Therapists that help you find activities you love Chefs that teach you how to cook delicious food. And others! They have a variety of backgrounds that make them qualified to help people reach their goals of living a healthy life. SproutStep has no affiliation with the listing providers, but we only allow providers that promote an independent and healthy lifestyle.




How much does SproutStep cost?


Currently the only fee for providers is completing a background check which costs $8. We do not charge providers to list, message clients, or book appointments. When a client books your service, about 5% is maintained by SproutStep to cover credit card processing and administrative costs. To see specific information about the retained fees from PayPal and our direct deposit vendor, Stripe, please go to the screen for creating or editing a listing. Under price, click on "SproutStep fee and a payment processing fee" (see below) under the Price field. A popup will give you additional information about the PayPal and Stripe fee structure.




Do I need a business website outside of SproutStep?


Definitely not! SproutStep is built to handle all of your marketing, advertising, and client acquisition needs. If you already have a website built and paid for, the benefit of closing it would be to have one less software to manage and maintain. If you can save money by closing it or not building one in the first place, we recommend using that money to provide your client better service.




How do I update my PayPal or direct deposit information?


To update your PayPal or direct deposit information (required to be booked by a customer): Login to SproutStep On the homepage hover over your silhouette in the top right corner and click on "settings" In the left menu, click on "Payments" Here you can input your PayPal or direct deposit information That's it!




How should I price my service?


There are a few things you should consider when determining the price of your service. Are your services remote or in person? If you provide services virtually, the lower overhead cost means you can charge less to get more clients. It also opens you up to clients across a much larger geographic area. In person services will restrict you to a much smaller geographic area and require that you cover your overhead costs. If you provide both remote and in person services, you can list them as separate services with different prices on SproutStep. How much demand do you have for your service?

If you are booked out for weeks and have clients consistently requesting more appointments, you can price your services higher. But starting at a lower price will help you attract more clients.
How difficult is it to obtain your certifications and qualifications?

If the service you provide requires 4 years of undergraduate education, 4 years of graduate school, and additional years of training like a psychiatrist, your services will likely demand a higher price.Services that require a short online course or certification will likely demand a lower price.
How rare or unique are your services?

If you provide a service that is less common, targeting a specific demographic, or addressing specific problems, you can likely price your service higher. More common services that target a general population and generic problems can be priced lower.




How do I get paid?


After a client books an appointment with you, if they paid with a Paypal account you will receive the payment in your PayPal account after you accept the booking in your account settings. If the client paid with credit card, you will receive the payment as a direct deposit into your bank account two days after the service was completed.




Do I need to setup a payment processor like square?


Absolutely not! Just input your payment information (PayPal or bank deposit) and all payments will be processed on SproutStep through PayPal or Stripe. This is meant to eliminate the hassle of managing payments for you. To update your payment information:

  • Login HERE
  • On the homepage hover over your silhouette in the top right corner, click on "Settings"
  • In the left menu, click on "Payments"
  • Here you can input your PayPal or bank deposit information




I have two different services I want to list


That is great! As long as you are qualified to provide the services you list, you are welcome to list multiple health and wellness services.




My service fits into more than one category


If you provide a service that can fit into more than one category, we recommend that you find the best fit category and list it there. You can also create separate services for different categories.




How do I change or update my listing?


From the SproutStep home page hover your mouse over the silhouette in the top right and click on "My listings". Click on listing you want to update. From here you can update the listing and "save".




How do I update my profile?


On the SproutStep home page, hover your mouse over the silhouette in the top right and click on "Profile". From here you can update your profile information.




Do I need liability insurance?


SproutStep does not provide liability insurance for your service. Unfortunately we are not lawyers and cannot provide legal advice about your specific needs. Your need and cost of liability insurance will depend upon the service you provide, your current business structure, and organization. If you are unsure, we recommend discussing this with your attorney. If you know that you need liability insurance, you can find several companies that will insure you quickly and often affordably online.




Someone booked an appointment with me, now what?


First, you need to confirm the appointment with your client. We recommend messaging them as soon as possible to confirm the details of the appointment and request any additional information you will need. If the client paid with a Paypal account, you will receive the payment in your PayPal account after you accept the booking in your account settings. If the client paid with credit card, you will receive the payment as a direct deposit into your bank account two days after the service is completed. After you complete the appointment with your client, you can review your client (and they can review you) in your account settings.




What happens if a client disputes my service?


After a service is completed, a client can dispute the service to state their concerns and request a refund. We will be in contact with both you and the client to get more information to resolve the situation. If it is decided to refund the client, payments through credit card will be refunded from SproutStep administrators. Payments made through PayPal require that you refund the payment in your PayPal account by finding the correct transaction and clicking full or partial refund (depending on the situation).




Why do I have to fill out a W9 form?


The IRS requires that SproutStep submits the earnings of each provider on SproutStep. The W-9 form is the IRS form that provides SproutStep the necessary information to file your earnings.




How can I attract more clients on SproutStep?


Here are a few best practices for attracting more clients on SproutStep:

  • Engaging pictures. Include great pictures for your listing and profile picture. If you need pictures, you can find royalty free pictures from Unsplash.com, Pexels.com, or Pixabay.com
  • Compelling description. Write about your services, your professional or personal background, and qualifications. Customers want to know more about you and what your services include.
  • Positive reviews. Prospective clients like to book providers who already have reviews. Ensure clients booking your service give you reviews. If you don't have reviews yet, you can have a few of your current clients book your services on SproutStep and rate you positively to increase your rating.
  • Share your listing. Share your service listing on social media, your website or blog, and to friends and family to broaden awareness of your service, obtain initial reviews, and because the more websites that link to your listing makes search engines like Google and Bing prioritize your service listing and make it easier to find.




How do I share my service listing?


It is a great idea to share your service listing on social media, your website, and with friends! The more websites that link to your listing makes search engines like Google and Bing prioritize your service listing and make it easier to find. There are a few easy ways to share your listing:

  • Go to your service listing page. At the bottom right of your listing are share and tweet buttons. These will share your listings on Facebook and Twitter respectively
  • On your service listing page, copy the URL and paste that into a post on Facebook, Instagram, or Twitter, or paste that into your website with a picture.




How do I get an invitation code to create an account?


If you are a health and wellness provider that wants to list your services on SproutStep, follow the steps below to get your invitation code and create an account:

  1. To ensure you have the appropriate qualifications to list your services on the SproutStep, please send us proof / images of your degrees, certifications, or licenses. You can upload them to the SproutStep Dropbox (click here) or email them to admin@sproutstep.com.
  2. After we have reviewed your documents, you will receive an email inviting you to create a SproutStep account. The email will include your invitation code.