Frequently asked questions

iCounseling is a leading online therapy platform that serves members all over the world. We change the way people get help facing life's challenges by providing convenient, discreet and affordable access to a licensed therapist. iCounseling makes professional therapy available anytime, anywhere, through a computer, tablet or smartphone.
Therapists on iCounseling are licensed, trained, experienced, and accredited psychologists (PhD / PsyD), licensed marriage and family therapists (LMFT), licensed clinical social workers (LCSW / LMSW), or licensed professional therapists (LPC). All of them have a Masters Degree or a Doctorate Degree in their field. They have been qualified and certified by their state's professional board after successfully completing the necessary education, exams, training and practice. While their experience, expertise, and background vary, they all possess at least 3 years and 1,000 hours of hands-on experience.
After you sign up, we will match you to an available therapist who fits your objectives, preferences, and the type of issues you are dealing with. Different therapists have different approaches and areas of focus, so it's important to find the right person who can achieve the best results for you. We have found that we are able to provide a successful match most of the time; however, if you start the process and you feel your therapist isn't a good fit for you, you may elect to be matched to a different therapist.
iCounseling may be right for you if you're looking to improve the quality of your life. Whenever there is anything that interferes with your happiness or prevents you from achieving your goals, we may be able to help. We also have therapists who are specialized in specific issues, such as stress, anxiety, relationships, parenting, depression, addictions, eating, sleeping, trauma, anger, family conflicts, LGBT matters, grief, religion, self esteem and more.

iCounseling is not the right solution for you if any of the following is true:
  • You have thoughts of hurting yourself or others
  • You are a minor or you are under the care of a legal guardian
  • You are in an urgent crisis or an emergency situation
  • You have been diagnosed with a severe mental illness, or if you have been advised to be in psychological supervision or psychiatric care
  • You were required to undergo therapy or therapy either by a court order or by any other authority
  • You do not have a device that can connect to the Internet or you do not have a reliable Internet connection.
The professionals who work through iCounseling are licensed and credentialed therapists who were certified by their state's board to provide therapy and therapy. However, while the service may have similar benefits, it's not able to substitute traditional face-to-face therapy in every case. Please note that your provider won't be able to make any official diagnosis, to fulfill any court order or prescribe medication.
This process can take a few hours or a few days, depending on therapist availability. Don't worry, your subscription period starts when you are matched with a therapist.
You can get therapy in four ways:
  • Exchanging messages with your therapist
  • Chatting live with your therapist
  • Speaking over the phone with your therapist
  • Video conferencing with your therapist
You can use different ways at different times as you wish, based on your needs, availability, and convenience.
Once you are matched to a therapist, you and your therapist will get a dedicated "room", which will be your private and secure place to communicate. In this room, you will write about yourself, the things going on in your life, ask questions and discuss the issues that trouble you. Your therapist will then read your messages, and respond with questions, feedback, insights, and guidance.
You can exchange messages with your therapist anytime, from anywhere, using any Internet-connected device. The room is open 24/7 and since messaging is not n real-time it doesn't require scheduling. Instead, you can choose whenever you want to write or respond to your therapist. You will get a notification by email when the therapist has sent you a message.
You will sometimes want to have a text conversation with your therapist in real-time. This way you can still enjoy the convenience and privacy of messaging but also enjoy a "live" interaction that allows instant response and feedback from your therapist.
To have a live chat session, you will first need to schedule a time with your therapist. At the scheduled time, log in to your account to start typing and chatting with your therapist.
Phone sessions are a great way to conveniently speak with your therapist by simply using your landline or cell phone, no matter where you are.
To talk with your therapist over the phone, you will need to schedule a time with your therapist and log in to your therapy room at that time. The therapist will prompt you to start the phone session and the system will ask you for your phone number. The system will then call that number and connect you with your therapist to start the phone session. Please note that the phone number you enter will not be shared with the therapist.
You can also have a video session with your therapist where you see each other and talk with each other in a virtual face-to-face setting (similar to Skype).
To talk with your therapist via video, you will need to schedule a time with your therapist and log in to your therapy room at that time. Your therapist will then prompt you to start the video session. After you confirm, you will immediately begin video chatting with your therapist.
  • If you're using a computer or laptop: Make sure you use the Chrome or Firefox web browser. Video sessions are not currently supported in Internet Explorer and Safari browsers. You can download Chrome for free from here
You can also have a video session with your therapist where you see each other and talk with each other in a virtual face-to-face setting (similar to Skype).
To talk with your therapist via video, you will need to schedule a time with your therapist and log in to your therapy room at that time. Your therapist will then prompt you to start the video session. After you confirm, you will immediately begin video chatting with your therapist.
Yes. As an active member, you can always login to your account and read all the therapist's messages to you. This may help you in reflecting and remembering some of the guidance and input that you received. This is one of the main advantages of e-therapy.
You will sometimes see a box at the bottom of your therapy room with dates and times that your therapist is available. If one of these options work for you, you can simply go ahead and schedule the session.
If you don't see that box or if none of these options are good for you, simply send a message to your therapist with your request for a live session and suggest available times. Your therapist will then schedule the session for you.
Either way, after the session is scheduled, you will receive an email confirmation with your session's date and time. If you need to cancel or reschedule your session, you can do so at the therapy room.
This depends on your needs and varies a lot from one person to another. Some people feel they get most of the value after just a few weeks, while others prefer to stick to the program for an extended period of time. This is completely up to you.
Therapy on iCounseling is based on a flat membership fee that covers both the use of the platform and unlimited therapy. Your payment will be the same regardless of the number of messages and sessions you had with your therapist at any given time. This way you can communicate with your therapist as often as you like and whenever you need, and you never need to worry before getting help.

While face-to-face therapy can cost $150 to $250 for a single session, the cost of therapy through iCounseling ranges from only $60 to $90 per week for unlimited access to your therapist.

Your membership payments will be charged to a credit card or PayPal on a recurring basis. If you accomplish your goals or if you find online therapy with iCounseling to no longer be helpful for any reason, you can simply cancel the subscription. Canceling is easy and done online from the "Settings" page - there are no hoops to jump through.
You are not limited in the number of messages and sessions you can have with your therapist. The frequency of your sessions would vary based on your availability and the interaction between you and your therapist. For example, some people have few short interactions every week, while some people may prefer to have one very long and thorough session. Your usage patterns are also likely to change over time. You may use the service extensively during a time of great need and then use it sparsely at other times. Your therapist will try to accommodate your changing needs in a timely manner.
Neither iCounseling nor Therapists on the iCounseling Platform submit claims to Medicare, Medicaid or health insurers. Services offered using this site are generally not covered by health insurance, Medicare or Medicaid.

Coverage and benefits for traditional therapy and therapy services change from one health insurance company to another and from plan to plan, but generally the following rules apply:

  • With many health insurance plans, coverage can be partial or very limited.
  • Even if your plan covers all your costs, the co-pay that you would be required to contribute may be higher than the entire cost of iCounseling.
  • In many cases, before you can get reimbursed by your insurance company, your therapist would have to diagnose you with a mental disorder or issue. This diagnosis would be sent to the insurance company and recorded in your medical file. In some cases the therapist would also have to provide additional clinical information to the insurance company, such as treatment plans, summaries or copies of the entire record.

If you consider using your health insurance, please check your coverage carefully by asking the following questions:

  • Do I have mental health insurance benefits?
  • What is my deductible and has it been met?
  • How many sessions per year does my health insurance cover?
  • What is the coverage amount per therapy session?
  • Is approval required from my primary care physician?
Please note that iCounseling offers very affordable pricing options which are typically comparable with the co-pays of most insurance plans.
The service is provided by independent providers who work directly with you. These providers are not employees of iCounseling and the site doesn't oversee them professionally. Our mission is to build, maintain, and support a platform that lets users and therapists communicate effectively, and to facilitate this channel so they can get the most out of their interaction.
We strive to deliver a web experience that is aligned with the most recent Web Content Accessibility Guidelines (WCAG) at the AA level, published by World Wide Web Consortium (W3C).

  • If you are on a desktop browser, you can enable and launch the accessibility preferences by visiting the Accessibility page.
  • For mobile users, we recommend using your device’s native accessibility features. Instructions for iPhone can be found here , and for Android can be found here.
  • We take your privacy and confidentiality seriously. We have built state-of-the-art technology, operations, and infrastructure with the goal of protecting your privacy and safeguarding the information you provide. It is important for us that you know exactly how your privacy and confidentiality is treated, for more information see our Privacy Policy. However, here are some things it might helpful for you to know:
    • Everything you tell your therapist is confidential.
    • We don't cooperate or work with any insurance companies so nothing needs to be shared, reported or filed with them.
    • You can always click the "Shred" button next to each message that you've sent so it will no longer show in your account.
    • All the messages between you and your therapist are secured and encrypted by banking-grade 256-bit encryption.
    • Our servers are distributed across multiple Tier 4- AWS Data Centers for optimal security and protection.
    • Our browsing encryption system (SSL) follows modern best practices.
    • Our databases are encrypted and scrambled so they essentially become useless in the unlikely event that they are stolen or inappropriately used.
    If you wish for any of your information or records to be released to a third party, please let your therapist know. Your therapist will send you an authorization form that you will need to fill and sign before your information can be released.
    When you sign up we do not ask you for your full name or contact information. You may pick any "nick name" which will identify you in the system. When you decide to start the therapy process, we will ask you for emergency contact information which is kept safe in the system so it can be used if your therapist believes that you or someone else might be in danger.
    Changing your payment plan or canceling your subscription can all be easily done online. You can cancel future subscription payments online by following these steps: login to your account, click on the icon in the top right corner of the page, then choose "Billing Settings" from the drop-down menu, then click "Quit Therapy." You’ll know that your account has been closed when you see a message box stating "Your subscription will not be renewed”
    You can reset your pin by first logging out of the account on the app in your account settings. Once you log back in, you will be prompted to create a new pin.

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