Frequently Asked Questions

Have a question about Check out our frequently asked questions below. If your question isn't addressed or you'd like a little more detail, email us at and someone from our Member Services team will get back to you.


What is an emotional health coach?

An emotional health coach is a personal guide that can help you sort out all the things going on in your head, find more balance in life or get through a troubling time—and they’re available to chat any time, at a moment’s notice.

How is coaching different from therapy or psychiatry?

Working with a coach can help with things like setting goals or managing current challenges. Therapists take a broader approach to help you gain understanding about why patterns develop and identify ways to create change. Psychiatrists are medical doctors who can prescribe medication to manage more severe or enduring symptoms.

How do I connect with my coach, therapist or psychiatrist?

You can reach a coach over chat at anytime, 24 hours a day. Therapy and psychiatry sessions are delivered via video chat right from the app, and can range in number and frequency depending on your needs.

What are the qualifications of therapists and psychiatrists? therapists are state-licensed healthcare professionals trained in a variety of proven (evidence-based) therapeutic approaches and have either a masters or doctoral degree. psychiatrists are medical doctors with 4 additional years of psychiatric training. They’re state-licensed to prescribe medication and monitor its effects on your health.

Can psychiatrists prescribe controlled substances?

All controlled substances require an in-person visit due to prescribing regulations for telemedicine. Because of these regulations, psychiatrists can’t prescribe any controlled substances including stimulants, benzodiazepines or opiates. However, our clinicians can treat most conditions without prescribing controlled substances.

How do clinical services work?

You’ll have access to therapy and psychiatry sessions through the app—which means you can have your session wherever you’d like. We recommend finding a quiet, private place where you feel comfortable.

How much time does a therapy or psychiatry appointment take?

All therapy appointments are 50 minutes. The first psychiatry appointment is 45 minutes and all follow-ups are 20 minutes.

How can I get a therapist or psychiatrist?

Chat with your coach or Member Support Specialist to see if we’re accepting patients in your state of residence. They can answer any questions you have and help you schedule your first appointment.

Can I have a coach and a clinician?

Yes! At, your coach and therapist or psychiatrist can even work together as a team to develop and support a care plan tailored to you.


  • Check to make sure that you have the Zoom Cloud Meetings app downloaded on your phone. You do not need to create a Zoom account, you just need to have the app downloaded to your phone.
  • If you are using your computer to access your appointment, download Zoom using this link:
  • Close the app completely and reopen it.
  • Turn your phone off completely and turn it back on.
  • If you have access to a computer, try connecting to the session by using the link sent in your appointment confirmation email. Make sure you have Zoom downloaded on your computer.
  • Reach out to your online coach or Member Support Specialist to see if they can help you troubleshoot, or to have them notify your therapist or psychiatrist that you are having trouble accessing your appointment.

    If you have more questions, please contact us at