Frequently Asked Questions

-Teletherapy is a convenient way to get the most out of your therapy. Whether at home or on the go, access to your therapist is possible on your electronic device.

-As long as you are in your home state, you can see a therapist in any private location. In special cases, your therapist may be able to request permission with the state to see you during business trips or vacations to continue care. You may also see your therapist for in-person visits depending on the therapist

-No. If you are under 18, a parent will need to be present during part of the first session to cover the privacy statement and informed consent.

-As often as you and your therapist agree is necessary and warranted.

-No. You and your therapist will determine whether teletherapy is a good fit for you or whether other services may be most beneficial.

-Absolutely. Our goal is to find the best fit for you and/or your family.

Do I need insurance?

-No. Most insurances are accepted, but credit/debit payments are accepted as well.

Do I have to use my insurance?

-No. Each therapist also accepts a self-pay rate for services.

Can I submit an invoice to my HSA/FSA?

-Yes. A licensed clinician will be providing therapy services.

What if I’m not great with technology?

-That’s okay.  It’s pretty easy to use, but your therapist will help answer any questions you may have in order to help you feel comfortable using our online system. Videos are also available on YouTube to help make your experience with Therapy App easy and meaningful.

Do I need a webcam?

-Yes. This allows us to help verify your identity and ultimately protect your privacy. Most phones, tablets, and computers now come with a built-in camera.

What if my connection is disrupted?

-We hope this never happens, but in the event of a disrupted internet connection, your therapist will try to connect with you again.  If for whatever reason this isn’t possible, your therapist will call to continue therapy or to reschedule.

Can I pay my bill online?

-Yes. You can pay your balance in-app using a credit or debit card. Therapists have the ability to accept payments from clients in-app.

Is my session being recorded?

-No. We never record sessions with your therapist.  This is to help ensure your privacy.

Will my information be shared with anyone without my written permission?

-Never.  We will never sell your information to any third party. We will not distribute your information with anyone unless you submit in writing a waiver that allows your therapist to communicate with a medical professional, school, or place of employment.  We take your privacy very seriously.

Which web browser should I be using?

PC:  Google Chrome        (google.com/chrome)

Mac:  Safari                      (apple.com/safari/)

What if I’m on a mobile device?

Therapy App will work on most mobile devices, including Apple and Android.  If you’re using a mobile device, make sure to download the Therapy App app in the Google Play Store or App Store.  Your login name and password will be the same, regardless of the device being used.  

It’s time for my appointment. How do I connect to my therapist? 

Login and select ‘Start Your Session’.  When your therapist initiates the video call, select the green button in the video lobby.  When asked to allow camera and microphone, select ‘Allow’ in order to activate your camera and microphone.  

What should I do if there are issues with video quality?

Many factors can affect the video quality of your session, such as internet speed, connection type (Ethernet or Wi-Fi), strength of connection (Wi-Fi or cellular), number of users on the network, and the actual phone/computers/cameras being used.  All of these factors matter for the therapist and for the client – if one side is having issues, both sides will see the issues.

Try not to get carried away with going for the best video setting. It’s the overall quality of your video session that matters – and that includes stability, as well. If you are experiencing trouble with connection stability, you should adjust the video quality setting of Therapy App to use less bandwidth and therefore be more stable.  Go to ‘Settings’ in the ≡ menu, and then ‘Set Video Quality’. Change the setting to ‘Low’.

I received an email from Therapy App to verify my account. Now what?

Follow the steps in the email for the device you are using.  The code listed in the email will be used in the initial login to verify your Therapy App account.

Can I message my therapist?

Yes. From your account, select ‘Messages’ on the dashboard or ‘Mailbox’ in the ≡ menu. Select ‘New Message’, and type in your desired message. You can also attach an image by selecting the icon on the far right (it looks like a photograph) and choosing the desired image to share.  When you are finished with the message, select ‘Send Message’. This will send a secure message to your therapist’s account. *Please note that messages may not be responded to immediately.

What should I do if I have an emergency and can’t get in touch with my therapist?

In case of emergency, dial 9-1-1 or go immediately to your local hospital emergency room. 

How do I know if I have an appointment scheduled with my therapist?

Login to your account.  The next scheduled appointment time should be displayed at the top of the dashboard screen.  You can also check future scheduled appointments by selecting the ‘Appointments’ button on the dashboard or the ≡ menu.  

What if I need help from Therapy App about the website or app?

We’re here to help!  Select ‘Support’ on the ≡ menu, and send us a message.