All About Thryv

Here is a list of common questions and answers about all Thryv products. Don't see your question here? Ask our Support Forum! To create your post, or answer another user's question, all you have to do is log in with your Thryv credentials

All About Thryv

What is Thryv?

Thryv is a suite of software products designed to supercharge your business growth with our award-winning small business software and AI tools. Thryv solutions help you manage your online presence and reputation, and automate your business growth,  so you can reach more customers, stay organized, and get paid faster, all from a single screen, anytime, anyplace.

How much does Thryv cost? 

Thryv has a variety of offerings to meet the needs of businesses at every stage of the scaling process. The best way to learn is to schedule a demo to see what Thryv can do for you!

Do Thryv Products have contract terms?

Thryv products offer a 6-month mandatory term subscription that will auto-subscribe.

Can I upgrade my package level at any time?

Yes, you can upgrade your package anytime. To upgdade, go to My Account, then click on Subscriptions to select the new package level. For detailed information on pricing and what is included in each plan, visit our website!

What if I upgrade my Thryv subscription during the contract term which I’ve paid in full?

Don’t worry, we will pro-rate the difference during the subscription terms.

When can I start using Thryv? Do I need to download the software?

Thryv is a cloud-based solution, therefore it does not need to be downloaded. Once you purchase Thryv, your account will be created and you can start using the software. Your Thryv login is based on the email you used to sign up. You can create your unique password at the point of sale and you can reset your password directly on the login screen if needed at any time.

What browser should I use for Thryv?

Thryv products work best in the Chrome browser, however, you can also use Firefox and Safari. Thryv is not supported in Edge.

Why is there an onboarding fee?

The onboarding fee is charged so that we can make sure you are getting the most out of your Thryv software. We will help you get set up and activate the features you need the most to get you started.

How do I pay my Thryv bill?

Thryv subscriptions are automatically billed each billing cycle using your payment method on file. We accept automated credit/debit card transactions and ACH transfers. You don’t need to take any action. Your payment will be processed automatically based on your selected method to ensure uninterrupted service. If you need to change your payment method on file, Click here for instructions to do so.

How long can I expect it will take to get set up with Thryv?

Post-purchase, you will be logged in and can start using Thryv right away. The setup wizard will get you set up with the basic elements. Then during your onboarding calls, we will help you set up the features most important to your business. 

Can I take advantage of other features (known as Entitlements) within my Thryv package if I don’t set them up right away?

Absolutely. You can decide to take advantage of any of your features within your Thryv package at any time. For example, if you don’t have time to take advantage of building a new website or having us create social posts, no worries. We can do this when you are ready at any time during your Thryv subscription.

Do I have to have a Thryv website?

You are not required to have a Thryv website to use Thryv Marketing Center. You may leverage Thryv Marketing Center’s Auto Thryv ID and Heatmap by installing the scripts located on the Tools page under Thryv Visitor Tagging and Heatmap.

Do I have to have a Facebook account to use Thryv Marketing Center?

You don’t need a Facebook account, but it is free, and Thryv recommends all businesses have a Facebook business page.

Domain Based Gmail

What is Domain-Based Gmail?

Professional business email with a vanity URL (ex: info@mycompany.com), which we will secure and manage for your business. This is an optional service and add-on for Thryv Business Center.

How do I add a new domain-based gmail address?

To add a new address to your account, you'll need to contact our URL Department by calling 844-339-4574

Is a Thryv website required to add on domain-based Gmail?

No. The domain-based Gmail is available with any Thryv Business Center package. A domain can be created specifically for the new email account.

Can I use my current domain?

Yes! However, we prefer to manage your domain throughout your relationship with us. If we ever part ways, our website team can transfer it back to you at any time. 

What is the difference between a Standard Gmail and Certified Gmail?

Certified Gmail offers additional admin security and controls and it’s perfect for businesses that need HIPAA compliance, Health and Wellness, and Legal Services.

If you have Thryv’s HIPAA add-on, is a Certified Gmail account required?

No. You can add on either Standard or Certified Gmail. However, we recommend full compliance with peace of mind with our Certified Gmail option.

Will my business be HIPAA compliant with a Certified Gmail inbox?

No. This only covers security for your email, but not your software. We suggest you also purchase the HIPAA add-on and follow all guidelines.

Can I have both Standard and Certified Gmail with my Thryv account?

No. Email account types cannot be combined.

Service & Support

What level of service is provided with Thryv Products?

Paid users of our software packages receive a dedicated Client Success Manager to help onboard and 24/7 customer service via email, chat or phone. Users will also have full access to our online Support Center, which includes how-to videos, walk-through guides and tutorials. In addition, any user can post questions or feedback for our team in our Support Forum, where it will receive a response from our Product team within 24 hours.

If I need post-sales support who do I contact?

Contact Thryv Support at 844.99.THRYV (844.998.4798) anytime, 24/7. You can also connect with us right inside Thryv by clicking the in-app help button. It will open our Resource Center where you can Email or Chat with us directly.

What if I need support or more information about my payment gateway in Thryv?

You can contact Thryv Support at 844.99.THRYV (844.998.4798) and we are happy to assist or transfer you if needed.

You can also contact each payment source directly with the following contact information

• ThryvPay
  • Call - 1-88-THRYVPAY
  • Email - thryvpay@thryv.com
  • Chat  - Visit Support Center in your Thryv account

• Stripe
  • Directly by emailing from your Stripe account login
  • Website - https://support.stripe.com/
• Square 
  • Call - 855-700-6000
  • Email – help@squareup.com
  • Twitter - @Square
  • Online - https://squareup.com/us/en/sales/contact
• Braintree/PayPal
  • Customer service - 877.434.2894.
  • Account creation/general questions - 800.514.4920
  • Business Support (If you already have an account) - 888.221.1161

What happens if I decided not to continue my Thryv subscription after the initial contract terms?

If you choose to cancel Thryv any time after your initial contract term, your Thryv account will be taken down, including any features associated such as your website. If you change your mind within 60 business days, we can reactive your existing Thryv account and you will not lose any of your content or data.

Business Restrictions

What are the Thryv category restrictions?

There are 5 main business categories that are restricted from purchasing Thryv.

1. Pharmaceutical companies

2. Marijuana-related businesses (CBD-related businesses are permitted, with limited features)

3. Adult Services (includes escorts and overtly sexual-oriented businesses)

4. Dangerous product businesses (includes guns/weapons, explosives/ fireworks, tobacco/vape products, and drugs/drug paraphernalia)

5. Business in countries where Thryv does not currently operate. Thryv currently operates in the following countries:

• United States
• Canada
• Australia
• New Zealand

Should I give login access to my Business Advisor so they can help me set up my Thryv?

No. In fact, this is against our company policy to give your login credentials or direct access to your Business Advisor. Our Thryv Service Specialists are happy to help you with onboarding and activation of your Thryv features. Also, the best way to learn is when you are in the driver’s seat and our Business Advisors or Thryv Service Specialists are helping you learn by doing.

Can businesses outside of the United States purchase Thryv?

Thryv has limited availability outside of the continental United States. You can contact us here if you have questions about Thryv International Partnerships. 

Are there any feature limitations with International Partnership Thryv packages? 

Due to availability, International partnerships do not have access to the following Thryv features:

• SMS/text message marketing
• Some App Market exclusions (see the individual articles for each app)
• Reserve with Google
• Yext has a different publisher network for each country, so only the relevant publishing sites will appear in their Thryv

Are Thryv’s Announcements and Marketing Automation in compliance with the Australian Spam Act 2003 (Cth)?

Australian businesses that use Thryv's email marketing software must comply with all relevant Australian privacy and marketing laws, including the Spam Act 2003 (Cth), the Copyright Act 1968 (Cth), and the Privacy Act 1988 (Cth). This includes monitoring and removing customers who unsubscribe from your marketing list. If you are unsure about your obligations under the Spam Act 2003 (Cth), please check https://www.acma.gov.au/avoid-sending-spam here.

Can I access Thryv products from outside the US?

You will not be able to log in to any Thryv products if you are traveling or otherwise outside of the countries where we do business (US, Canada, Australia, New Zealand). You also will not be able to log in while using a VPN for this reason. Thryv operates only in select countries. For more questions about international partnerships, click here 

Can I store my customers' Social Security Numbers in Thryv?

No, laws around this vary by region, but generally necessitate audit trails, encrypting, visually obscuring (also called "hashing out") and limiting the access of certain individuals in order to store Social Security Numbers. Thryv Business Center is not in compliance with these standards and not meant to store Social Security Numbers.

Other Questions

Do I have an account number I need to memorize?

Our support teams typically identify your account by the email you use to log in. For the fastest results, use the email address that appears on your invoices from Thryv.

How do I download the Thryv Business Center Mobile App?

You can download the Thryv Business Center mobile app for free from Google Play or the Apple store. You will be able to log in with the same credentials you use on your desktop. Make sure you turn on your notifications so you can get instantly notified when anyone books an appointment, pays you, leaves you a review, and more. We also have an article for your reference, located here. 

Does Thryv Have A Referral Program?

Yes we do! Click Here to learn more or apply!

Thryv has acquired Keap, what does this mean for users?

This strategic partnership is a win for both Keap and Thryv customers. Keap customers will continue to enjoy their small business CRM while also having the opportunity to access Thryv’s innovative lead generation and brand reputation building tools. Both Thryv and Keap are committed to ensuring that our customers continue to receive excellent support and service. We’re excited about Keap joining forces with Thryv and are here for you every step of the way. For now, your products will stay the same. However, the Thryv and Keap teams are hard at work collaborating on exciting improved offerings, so stay tuned!