BetterHelp online therapy is a great option for people seeking affordable therapy, especially if they don’t have insurance. It’s also helpful for people with mobility issues, busy schedules, and people located in areas where there aren’t enough therapists to meet local demand. But is BetterHelp worth it compared with other online therapy companies? We decided to put BetterHelp to the test. Our online therapy reviews team evaluated the platform by signing up, trying to find a therapist that fit their preferences, investigating its billing practices, comparing it with other teletherapy services, and reading customer reviews to see what people did and didn’t like about it. Our BetterHelp review will cover everything you need to know to decide whether BetterHelp is right for you. Use BetterHelp promo code “everydayhealth” for 15 percent off your first month. BetterHelp works for those looking for general mental health counseling or therapy for a diagnosed mental health disorder. How long you stay with BetterHelp depends on your mental health needs, budget, and lifestyle. This could equate to a few weeks, a few months, or an extended period of several months. According to our reviews team’s April 2022 survey of 1,000 online therapy users, most BetterHelp customers (38 percent) used the service for four to eight months. Of the rest, 24 percent used it for eight to 12 months, 23 percent used it for four months or less, and 15 percent used it for at least one year. You can access the BetterHelp platform via its website or its mobile app, which you can use to manage your account, schedule appointments with your online therapist, and contact customer service.
Therapy Session Format
The weekly subscription cost for BetterHelp online therapy includes unlimited messaging and one live chat, phone, or video session per week, which gives you the freedom to choose the telehealth format that works best for you. Some people change the format each week depending on their mental health needs. In general, each live session lasts about 30 to 45 minutes. The exact session length will be determined by both you and your therapist, though BetterHelp confirmed with our reviews team that the average session length is 30 minutes.
Unlimited Messaging
With BetterHelp online therapy, messaging is not a real-time form of communication like video is. Instead, it works like email. It’s available 24 hours a day, but that doesn’t mean your BetterHelp counselor will respond right away. In fact, according to our reviews team’s online therapy survey, only 50 percent of BetterHelp users received a response within a day. Of the rest, 17 percent received responses within a few days, 25 percent received responses within a week, and 8 percent said it regularly took more than a week for their therapist to respond. Your therapist will work with you to establish when and how often they will reply to messages. You will receive an email when your counselor sends you a message. Messaging can be a convenient feature between live video, phone, or chat sessions when you have a quick question or need to check in with your therapist. It also creates an ongoing conversation you can reference at any time. If you are concerned about your privacy, it may be useful to know that BetterHelp also allows you to “shred” messages you send to your therapist. Once shredded, it will no longer be visible in your account. You cannot delete messages from your therapist.
Live Chat
The live chat feature on BetterHelp’s online therapy platform is a lot like text messaging. You will be in a private, secure online therapy room with your BetterHelp counselor, and you’ll both be able to type questions and responses. Live chat can be a good option for users who prefer text over live video or phone sessions, especially if they are concerned about privacy. Plus, you can always go back and read over the conversation, since the chat session will remain in the therapy room until you cancel your subscription.
Live Phone Sessions
You can schedule a live phone session with your counselor the same way you schedule a chat or video appointment on the BetterHelp app. Some people prefer the convenience and relative anonymity of this communication preference. If you choose to speak with your therapist over the phone, you will log in to your therapy room at your scheduled time. Once logged in, your therapist will prompt you to start the phone session, and the system will request your phone number. The system will dial your number, and once you answer, it will connect you with your therapist to start the phone session. BetterHelp will not share your phone number with your therapist.
Live Video Sessions
The closest thing to an in-person counseling session is a live video appointment. As with chat and phone sessions, you need to schedule a video therapy session with your therapist. You will meet via video through your online counseling room. According to our reviews team’s online therapy survey, 66 percent of BetterHelp members used its video therapy option. The second most popular option was live chat, followed by phone therapy.
Group Webinars
BetterHelp users are able to join group sessions called Groupinars, which are therapist-led educational seminars on different mental health-related topics. Once you sign up for a membership, you will have access to a calendar that displays the sessions and topics for the week, including communication skill-building, identifying unhealthy behaviors, and building resiliency, among others. The “chat” function is available, so you will be able to ask questions at any time. Therapists will either answer questions live or at the end during a Q&A session. Every Groupinar is recorded and available for registrants for one week after it’s hosted. By May of 2013, Matas had created the first iteration of BetterHelp, a website focused on providing convenient, discreet, and affordable online mental health care for all. BetterHelp has since expanded and now owns specialty sites dedicated to helping specific audiences. ReGain offers counseling for couples, Teen Counseling offers counseling for teens ages 13 to 19, and Pride Counseling offers counseling for LGBTQ+ individuals. During enrollment, you can choose between individual, couples, or teen counseling. If you choose couples therapy, BetterHelp will direct you to its specialty site ReGain, a mental health platform for couples therapy. If you choose teen therapy, it will direct you to its site Teen Counseling, a mental health platform for teens ages 13 to 19. Both Teen Counseling and ReGain are operated by BetterHelp.
BetterHelp Counselor Matching
If you feel the algorithmic approach did not provide a successful match, you can request to change counselors by selecting Change Therapist on your profile page. You can also use the Find a Therapist feature on the BetterHelp website. Once there, you can search for therapists in your area. Your results page will include the names, bios, credentials, and experience of each potential therapist.
Cognitive behavioral therapy (CBT)Mindfulness therapyEmotionally focused therapy (EFT)Solution-focused therapyTrauma-focused therapyAcceptance and commitment therapy (ACT)Motivational interviewingDialectical behavioral therapy (DBT)Client-centered therapyPsychodynamic therapyFamily therapy
BetterHelp will match you with a therapist based on your individual needs. BetterHelp therapists have a wide range of specialties, including:
AnxietyDepressionRelationship issuesLGBTQ+ mattersTraumaAnger managementStressAddictionEating issuesFamily conflictGriefSleep difficultiesCareer difficultiesCoping with life changesIntimacy-related issues
Can BetterHelp Prescribe Medication?
No, BetterHelp therapists cannot prescribe medication. Though BetterHelp employs mental health professionals with master’s and doctorate degrees, only psychiatrists, who hold medical degrees, can prescribe. If you need online therapy that can prescribe medication, check out our Talkspace review and Brightside review.
Can BetterHelp Diagnose Mental Health Conditions?
No, Betterhelp therapists do not diagnose mental health conditions. Even though BetterHelp therapists are board-licensed mental health professionals with advanced degrees who are permitted to diagnose, BetterHelp does not authorize diagnosing through its platform.
Does BetterHelp Take Insurance?
BetterHelp does not accept private insurance, Medicare, or Medicaid. While BetterHelp does not bill insurance providers directly, you can download an itemized invoice to submit claims to your insurance for reimbursement. Your exact reimbursement will depend on your insurance coverage. Call the phone number on the back of your insurance card to see if your health plan will reimburse online mental health services before signing up. If you were hoping for BetterHelp insurance options to offset the cost of your therapy sessions, know that you may be eligible for financial aid. BetterHelp alternatives that take insurance include Talkspace and Brightside.
BetterHelp Financial Aid
If the cost of BetterHelp is an issue, consider applying for financial aid. BetterHelp offers financial assistance or a reduced weekly rate for those who qualify, including students, veterans, and those on subsidized government programs like the Supplemental Nutrition Assistance Program (SNAP). BetterHelp will prompt you to check your eligibility for financial aid before paying. The financial aid form can only be accessed by subscribers and includes questions about your employment status, monthly income, military status, and number of dependents. Once you submit your form, the next screen will show you the price you’ll be expected to pay as well as any discounts. Your discount will apply to your next three months, and you can reapply after that. BetterHelp will communicate with you over email when it’s time to reapply for financial aid. You can reapply as early as seven days before your financial aid expires. At the time this article was published, BetterHelp had 4.06 out of 5 stars from BBB. It’s an accredited company but currently does not have a BBB rating. According to the BBB, they will not rate companies if there is an ongoing review or update on a business, or if they have insufficient information. BetterHelp had addressed 173 complaints over the last 12 months. Positive customer reviews mention the easy-to-use app, that it was simple to switch therapists, and the ability to make appointments that fits with their schedule. Several customer complaints referred to billing issues, subscription prices, and lack of contact with therapists. Some customers have also complained about difficulties connecting with customer service due to the lack of phone support. There are also complaints about counselors canceling appointments at the last minute. BetterHelp gets 4.7 out of 5 stars on Trustpilot, with over 5,000 customer reviews at the time this article was published. Many Betterhelp therapist reviews are positive and note excellent customer service and satisfaction. Negative reviews mention billing problems and difficulty connecting with therapists. There are also complaints about the BetterHelp app not working properly. “Great easy to use app. Was very fortunate to find a wonderful therapist to work with. Love the convenience of having after work and weekend appointments.” — INES T., VERIFIED CUSTOMER (REVIEW FROM BBB.ORG) “BetterHelp made it so easy to register and find a suitable therapist, and customer services were very quick to reply and willing to help. My therapist was really easy to connect with, she was non-judgmental and very empathic. I would recommend this service to anyone in need of a good listener, tools to tackle low mood and low self-esteem.” — ASIYA Z., VERIFIED CUSTOMER (REVIEW FROM BBB.ORG) “The first therapist I was seeing incorporated a method that was creating more frustration for me than it was solving. BetterHelp allowed me to easily switch therapists and I found one that makes me feel heard and validated, and is helping me. I’m very happy with this service and would very much recommend this site as a source of help.” — CHELSEA F., VERIFIED CUSTOMER (REVIEW FROM TRUSTPILOT.COM) “No customer service available. Took $64 out of my HSA without any counseling service provided. Canceled subscription before appointment and canceled appointment. I would like a refund but I haven’t be able to reach anyone.” — MARY H., VERIFIED CUSTOMER (REVIEW FROM BBB.ORG) In June 2022, Senators Elizabeth Warren, Cory Booker, and Ron Wyden, sent letters (PDF) to both BetterHelp and Talkspace requesting details about what type of information they share with third parties, how they protect users’ information, and how they convey the related policies and potential risks to their clients. In addition to the Facebook data-sharing, the letters also addressed BetterHelp sharing data with Mixpanel, a tool that helps companies understand how users interact with their products. BetterHelp has since clarified its privacy and data policies with our reviews team and addressed the letters, stating that it no longer works with Mixpanel or any other external analytics company. BetterHelp also clarified that it does work with Facebook, but it is not paid by any third-party advertiser, including Facebook, for data. BetterHelp’s privacy policy states that it may share information about your activity on its website with third-party advertisers if you opt into targeting cookies and web beacons. BetterHelp verified that the company will never share your:
NameEmail addressPhone numberDiagnosisQuestionnaire answersSession dataJournal entriesMessagesWorksheetsAny other communication with your therapist
You can adjust your privacy settings at any time. BetterHelp therapists must be certified by their state’s professional board and hold a master’s degree or doctorate in their field. Additionally, BetterHelp lists the therapists and their credentials, licensing information, and experience.
Email your concerns to contact@betterhelp.com.Fill out a form located on its website.Call its customer service line at 888-688-9296.
If you’re unsatisfied with your BetterHelp experience, you may be eligible for compensation. You can start the refund process by writing to contact@betterhelp.com and explaining your situation, including why you aren’t satisfied and how much compensation you need. If accepted, BetterHelp will ask you to call a representative at 888-688-9296. BetterHelp provides refunds on a case-by-case basis. If you’re wondering how to cancel your BetterHelp membership, first log in to your BetterHelp account. Navigate to the menu, select “My Account,” click “Payment Settings,” and then select “Quit Therapy.” You will receive a confirmation email from BetterHelp once it’s canceled. You need to cancel your membership before the next billing cycle to avoid being charged. If you’ve prepaid for unused appointments, you can contact BetterHelp customer service to see if you qualify for a refund, which is granted on a case-by-case basis. If you’re on vacation, busy, or otherwise unavailable for therapy, you may be interested in temporarily pausing your BetterHelp membership. While there isn’t a way to do this on its app, you can contact BetterHelp’s Member Success team with the exact dates you’re looking to pause your membership. The team will then extend your membership per your dates. If you don’t know the exact dates you’ll be away, you can temporarily cancel your membership and pick back up where you left off when you’re ready.
Engaged in ongoing independent researchMystery shopped each of the brandsContacted brands’ customer service teams to ask questions and gauge responsivenessConsulted six leading psychologists and psychiatristsBecame customers of online therapy providers ourselvesReviewed academic research about the efficacy of online therapy versus in-person therapyRead hundreds of verified customer reviews from trusted third parties such as BBB and Trustpilot
How We Review Online Therapy Platforms
Our reviews team extensively scrutinizes any online therapy platforms to make sure we only recommend those we believe will make a difference to our readers. Together, we’ve researched prominent brands through the experiences of real customers and consulted with independent mental health professionals to better understand why people seek out online therapy. Read more about our online therapy review methodology. The sign-up process takes less than 10 minutes, and our reviews team received counselor matches on multiple accounts in less than 24 hours. While some of the matches didn’t meet all of our therapist preferences, there was a clear attempt to balance our requested specialty areas and therapist attributes, like a non-religious therapist or one 45 or older. BetterHelp counselors aim to reach out within 24 hours of your match. If you’re unhappy with your therapist, whether that’s before starting therapy or after a few sessions, BetterHelp makes it easy to switch. You can also see your therapist match and switch therapists before paying. We also liked BetterHelp because of its overwhelmingly positive reviews online, including on Trustpilot and BBB.
In Emergency Situations
If you are in crisis, waiting for an online therapy appointment may not be safe. In case of an emergency, call 911. That includes plans to harm yourself or others. If you’re having suicidal thoughts, you can call the 988 Suicide and Crisis Lifeline by dialing 988. Help is available 24/7. You can also reach out to the SAMHSA National Helpline at 800-662-HELP (4357). The SAMHSA help line is a free, confidential, 24/7, 365-days-a-year treatment referral and information service for individuals facing mental or substance abuse disorders.
