MindFi

What to do when a member is experiencing a crisis

Crisis Escalation

Best practices, and guidelines for Providers

Provider Policies

No-Show and Late Cancellation Policy for Providers

Session Compensation Policy for Providers

Getting started as a Provider, sessions with members, brand building, delivering health talks

Provider Resources

Reschedule, cancel, mark sessions as member no-shows, and more!

[Nov 2025] New Session Management Features

Provider Portal Updates

Sign up for a Provider account on the Web App

Step 1: Creating a Provider account

Submit your information for us to set up your profile

Step 1.5: Provide Your Profile Details

Sign in, and view the Dashboard on the portal

Step 2: Accessing the Provider Portal

Allow the system to read your availability, and add bookings to your calendar

Step 3: Connecting Your Calendar

Set your current timezone for booking times to be reflected accurately

Step 4: Setting Your Timezone

Set the days of the week and time slots in a day to receive bookings

Step 5: Setting Your Schedule

View your profile as it appears to members on the platform

Viewing Your Profile

Familiarize yourself with the policies for a smooth experience as a Provider

Viewing the Provider Policies

Managing session reminder emails, and calendar reconnection emails

Manage Email Notification Preferences

Getting Started as a Provider

Understand the billing process & payment cycle for therapy and coaching sessions

Billing and Payment for Therapy and Coaching Sessions

Understand the billing process & payment cycle for health talks

Billing and Payment for Health Talks

Billing & Payment

Enhancing your profile pic, bio, and opening up availability

Making Your Profile Stand Out

Collaborate on content and boost your visibility

Getting Featured on Instagram

Share your professional insights on various topics

Posting Articles on the MindFi Blog

Host live webinars or recordings on various topics

Conducting Webinars

Share your thoughts and comments on topical forums

Engaging with Members in Circles

Building Your Brand

See session history, notes, personal info, and no of sponsored hours remaining

Viewing Member Details

See the date and time, status, and the fee of a session

Viewing Session Details

Rescheduling a Session as a Provider

Cancelling a Session as a Provider

Refunding Session Credits to Members

Start sessions from the Provider Portal or via telephone

Starting Sessions with Members

Marking a Session as a Member No Show

Chat with members for coordination, support and check ins

Messaging Members

Initiating Follow Up Sessions with Members

Navigating platform restrictions in China

Session Guidelines for Providers and Members in China

Sessions with Members

Viewing Your Health Talk Listings

Chat with client before and after bookings

Chat with Clients to Coordinate on Health Talk Bookings

Managing Bookings for Health Talks

Best Practices for Health Talks

Tips for Delivering Health Talks

How to promote therapy & coaching sessions with yourself to participants of health talks

Guidelines for Promoting Yourself as a Provider During Health Talks

Delivering Health Talks

FAQ & Troubleshooting

I am not able to log in to the Provider Portal

I want to terminate my agreement with MindFi

How do I view my Provider profile on the app?

How do I edit the info on my Provider profile?

Why is my profile showing as inactive on the Provider Portal Dashboard?

Why is my profile showing as not accepting new clients?

I want to reconnect my calendar

I want to switch from Outlook Calendar to Google Calendar or vice versa

I want to change the Google Calendar account connected to the Provider Portal

I want to change the Outlook Calendar account connected to the Provider Portal

How do I set my unavailability?

Why am I still receiving bookings after blocking my calendar?

There are available slots on my calendar, but they are not appearing on the Provider Portal Dashboard calendar preview

I've blocked my calendar, but can still see open slots on the Provider Portal Dashboard calendar preview

Does disconnecting my calendar block my availability?

How do I not get back-to-back bookings?

My location/timezone is not correct

Access to the Provider Portal, profile, schedule and availability

FAQ - Getting Started as a Provider

Do I need to send an invoice for therapy and coaching sessions?

Do I need to send an invoice for masterclasses?

I didn't receive payment for my services

Do you accept other payment methods apart from Wise?

I don't have a bank account that matches the currency of my session fee.

FAQ - Billing & Payment

Why is building my brand important on MindFi?

Will I be compensated for brand-building activities?

Can I track the results of these brand-building activities?

How often should I update my profile picture or bio?

I want to contribute blog articles but I'm not confident in my writing skills

How do I maintain momentum after participating in an initiative?

Can I suggest new ways to collaborate with MindFi?

Enhancing your profile, brand-building activities

FAQ - Building Your Brand

Can I ask my client for additional info?

I can't see sessions booked

I don't see all upcoming bookings on the mobile app

How do I know how much I'm earning from a session?

How do I know how many sponsored hours are left for a member?

Can members continue to book sessions after using up their sponsored hours?

How do I reschedule a session?

How do I cancel a session?

I've blocked my calendar, but a member booked a session on an unavailable slot

I want to create a booking on behalf of a member

I want to book an in-person session with a member

Why am I receiving numerous emails from MindFi?

The member canceled the session with less than 24 hours' notice

The member canceled the session after it has already started

The member didn't show up for the session

What happens if the member joins the session late?

I'm not able to connect to the video call

The member can't see and accept bookings created by me

I can't see or hear the member in the video call

Will I receive mobile push notifications for new bookings or changes to bookings?

Is the video call session recorded?

Where can I see past sessions?

I want to refund the session credit to a member but don't see the option to do so

What happens if the member joins the session after I mark it as a no show?

I need to reschedule / cancel a session but the member is not responding to my messages

Do I need to show proof that a member did not show up for a session?

Viewing session and member details, managing and creating bookings, conducting sessions

FAQ - Sessions with Members

Is there a limit to how many times a Member can return to the same Provider?

FAQ for Optum Service Providers

How much will I be paid for delivering health talks?

Will I be compensated if a client reschedules or cancels a health talk booking?

Will I be compensated for dry runs?

Who will prepare the content for the health talk?

Who is responsible for creating promotional materials for the health talk?

Will there be additional compensation for travel expenses?

The client is requesting to include an introduction to the MindFi platform during the health talk.

FAQ - Delivering Health Talks

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Security

Privacy

Resources

Policies

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MindFi Hub

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