This article is intended for:
đ¤ Members (Employees)
â ď¸ If you are in crisis, don't wait for a response.
Email and in-app chat are not monitored continuously and should not be used for emergencies. If you are experiencing immediate danger or thinking about harming yourself or someone else, contact emergency services or a crisis line right away. See the Emergency & Crisis Support Directory for numbers by country.
At MindFi, we want you to have a safe, professional, and supportive experience with your Provider. To help maintain appropriate professional boundaries and make sure your messages reach the right person, please use MindFiâs in-app chat as your primary channel for communicating with your Provider.
Use the in-app chat to communicate with your Provider
Please use the in-app chat to communicate with your Provider, including:
Sharing information or updates before an upcoming session
Following up on something discussed during a session
Asking questions related to your sessions
Sharing information that may be helpful for your Provider to know before your next session
Logistical concerns for your sessions
Keeping communication in the app helps keep your care coordinated in one place, allows your Provider to easily find and access your messages, and keeps a clear record tied to your account.
In-app chat is not a substitute for sessions
The in-app chat is not a text-based therapy or coaching service and should not be used as a substitute for a scheduled session.
Please do not use the chat to:
Have extended therapeutic or coaching conversations
Seek ongoing emotional support between sessions
Expect real-time counselling or coaching
Work through a significant or complex concern outside a session
Seek urgent or crisis support
Expect an immediate response
If you have something you'd like to explore in greater depth, please bring it up during your next scheduled session.
Your Provider may also suggest discussing a matter during a session rather than continuing the conversation through chat.
When can I email my Provider directly?
Having access to a Providerâs email address does not necessarily mean they are available for ongoing communication by email.
Direct email should only be used in the following situations:
Your Provider has specifically invited you to email them for a particular purpose.
You have a time-sensitive logistical issue with an upcoming session. All three of the following must be true:
You have a logistical issue with an upcoming session that needs to be resolved.
Your session is approaching (within the next 48 hours).
Youâve already messaged your Provider through the in-app chat and havenât received a response, even after a few follow-ups.
If you have a logistical issue with an upcoming session, you can also contact MindFi Support at [email protected] for assistance.
If you do email your Provider, please keep the email focused only on the intended purpose or specific logistical matter. For ongoing therapeutic or coaching communication, continue to use the in-app chat or raise it during your next session.
Provider availability and response time
Providers typically respond within 1â2 business days during their working hours. As Providers have their own working hours and professional boundaries, they may not monitor email or in-app messages continuously and may not respond outside working hours.
Providers are not expected to:
Respond immediately to messages or emails
Be available outside their working hours
Provide ongoing support between sessions
Provide crisis or emergency support
Respond to urgent concerns outside their available communication channels
If you haven't heard back within 1â2 business days, you can send a polite follow-up through the in-app chat. Please continue using the in-app chat rather than switching to email to seek a faster response.
If your Provider remains unresponsive to chat messages, and there is a time-sensitive logistical issue with an upcoming session, as outlined in the section above, you may email your Provider or contact MindFi Support at [email protected].
For booking, technical, or account-related issues
These issues are better handled by MindFi Support than your Provider. Please contact [email protected] for:
Problems booking or cancelling a session
Technical issues accessing a session
Account or subscription questions
Questions about your available sessions or benefits
Concerns about the MindFi platform
This helps ensure your issue reaches the right team as quickly as possible.
Neither email nor in-app chat is for emergencies or crisis support
Email and in-app chat should not be used for emergencies or crisis support.
Providers do not provide crisis or emergency support through these channels and are not expected to respond to urgent concerns through these channels outside a scheduled session.
If you need urgent mental health support outside your sessions:
If you are in immediate danger or at risk of harming yourself or someone else, contact your local emergency number right away.
See our Emergency & Crisis Support Directory for a full list of emergency numbers, crisis hotlines, and support services by country.
Do not wait for a response from your Provider before seeking help.
Respect professional boundaries
Your relationship with your Provider is a professional one, and both members and Providers share responsibility for maintaining appropriate boundaries.
Please:
Use the appropriate communication channel for your needs
Respect your Provider's working hours and response times
Keep direct email communication focused on necessary matters
Avoid contacting your Provider through personal social media, personal phone numbers, or other personal channels
Respect your Provider's preference if they ask you to continue communication through the MindFi in-app chat rather than email
This includes maintaining respectful and appropriate conduct in all communication with your Provider. For more on what's expected, see our Member Conduct & Session Guidelines.
When in doubt, use MindFi
If you're unsure how to contact your Provider, use the MindFi in-app chat. For booking, technical, account, subscription, or platform-related issues, contact MindFi Support at [email protected].
These guidelines are intended to support a safe, professional, and respectful experience for both members and Providers, while making sure you know where to turn when you need help.
This article is part of MindFi's broader set of therapy & coaching session policies and guidelines, which members are expected to follow.