FAQ & Troubleshooting
32 articles
FAQ - Before a Session
Booking, reschedule, cancel, chatting with your Provider, credits
What is covered under the coaching topics?
I'm not sure which topics to choose or which Provider to book with
How do I search for a specific Provider?
Are there psychiatrists on the platform?
I can't find the session I've booked
I don't want my colleagues to see that I have a session on my calendar. Will declining the calendar invitation for the session cancel the session on the app?
Can I have my partner or a family member join a session with me?
I can't chat with my Provider
How do I reschedule a session as a member?
How do I cancel a session as a member?
My Provider has requested to reschedule or cancel a session that is starting in less than 24 hours
How do I see how many credits I have?
Do credits expire?
Can I still book sessions after I’ve used up my credits?
Can I still book sessions after my organization's subscription has ended?
I've left my organization. How can I continue to book sessions?
Why am I being asked to pay for sessions when I still have sponsored sessions remaining?
I booked a session via self-pay. Will I receive a receipt for the amount I paid?
I booked a session via self-pay. What currency is the receipt in?
My Provider has rescheduled / canceled a session without my knowledge
My Provider cancelled a session that was starting in less than 24 hours but I did not get a refund
FAQ - During a Session
Joining a session, tech setup, video call
I can't join the session
I can't see or hear my Provider in the video call
My Provider can't see or hear me in the video call
My Provider didn't show up for the session
Can I change or blur my background during a video call?
My Provider mistakenly marked a session as a member no show
I joined the session after my Provider has marked it as a member no show
FAQ - After a Session
Follow-up sessions, changing Providers, Provider initiated sessions
How often should I have sessions?
What should I do if I don't think my Provider is a good fit?
I want to change the topics for the next session
I don't see the session initiated by my Provider on the app