Our employees tested BetterHelp and are sharing their intel. Learn about the site experience, therapy options, and quality of care.
Mental health apps aren’t for emergencies
If you’re experiencing a mental health emergency, call the Suicide & Crisis Lifeline at 988, 911, or local emergency services.
Let’s be real: Folx of each age range, orientation, political affiliation, household role, and tax bracket are concerned for their mental well-being. Like everything in our lives, we wish there “was an app for that.” Thanks to teletherapy platforms like BetterHelp, there are. But do they really meet the need?
BetterHelp is an online therapy service that allows you to message and meet with a licensed, accredited therapist 24/7. This article discusses how BetterHelp works, what it costs, and who it might be right for. Several of us tested their service to provide user experience feedback.
Read on to learn what we liked and what we didn’t — and get some insight into other users’ experiences through our 2022 Healthline Survey on Online Therapy — to see if you might want to try BetterHelp.
A quick look at BetterHelp Online Therapy
About our testers
Our Medical Standards and Insights team has carefully researched and vetted over 11,000 products and services. We evaluate services for consistency with standards of care and best practices, and we look into each brand’s reputation before sharing products and services on Healthline.
To choose the online therapy platforms on this page, we considered all the platforms that passed our vetting process. Then, we personally tested some of them to narrow down our list even further.
What we liked about BetterHelp
Editor Parisa Syed tried BetterHelp and was satisfied with her experience. While her regular therapist was on maternity leave, Syed was looking for someone who could help her keep up with the progress she’s made so far, a therapist of color with experience discussing matters related to LGBTQIA+ topics.
“I was looking for someone who could understand the background of a first-gen American, [the] family dynamics associated with that, and someone who was honest and wasn’t afraid to push back,” she said. “My [assigned] therapist was all of those things, plus funny, empathetic, and easy to talk with.”
Laramy Applekamp, former content project manager for Healthline, also tried BetterHelp for free for 6 months. She wanted to find a therapist who was a “good fit and had the flexibility to fit her schedule, which [she] could talk through some of [her] current life challenges with.”
Applekamp had a positive experience with BetterHelp and intends to continue using it, even after submitting her therapy review. She loved how the questionnaire removed the “guesswork of researching and finding your therapist.”
What we didn’t like about BetterHelp
Syed said the main downside of BetterHelp therapy was an underlying feeling she had of being rushed. “My therapist was great, but definitely was not 100% present,” she said. “She seemed distracted, though she chimed in and said insightful things when it felt right.”
Syed thought some people might be concerned about a past BetterHelp controversy questioning the qualifications of BetterHelp therapists and how the company might have used clients’ data. “Just be mindful and read the news if you have doubts or are worried about [this],” she advised.
Applekamp said BetterHelp’s system of scheduling a maximum of three sessions, although it was OK for her, may not work for everyone. “[The scheduling maximum] makes sense to reduce the likelihood of cancellations and also leave openings for others, but it could be annoying for people who want to ‘set and forget’ a routine,” she said.
Healthline’s 2022 Online Therapy Survey
In 2022, our team conducted an online survey examining how people use online therapy. We gathered thoughts, concerns, and suggestions from 315 respondents.
Out of the 12 therapy platforms in the survey, the four most used were BetterHelp, Doctor on Demand, MDLive, and Talkspace. Our study breaks down 208 respondents’ answers about these platforms.
We discuss some of our BetterHelp results throughout the article.
BetterHelp: Scoreboard says…
BetterHelp
Healthline visitors get 20% off the first month.
Getting started with BetterHelp
Syed found the onboarding quite simple, if not a bit tedious. The process started by answering a long list of questions for BetterHelp’s survey. These questions asked about what she was looking to accomplish in therapy and her current mental state.
Applekamp found the process straightforward but noted that it took her about 20 minutes to complete the survey. “I messed up one question, and when I navigated back to change it, the interface instead took me to the beginning of the quiz, and I had to restart.”
The next step is to create an account. You can sign up using your email, Facebook, or Google account. At this stage, you only need to enter your first name or nickname.
Once you’ve verified your account, BetterHelp will ask what you want your therapist to have experience with. You’ll also have an opportunity to describe, in your own words, why you’re seeking therapy.
You’ll be asked for your credit card information at this point, or you can apply for financial aid.
Matching to an in-state counselor can take a few hours or a few days.
Syed was matched with a therapist within 2 hours of completing the forms, while Applekamp was matched within 18 hours.
“I received a notification via email and a text,” Syed said. “I had the option to schedule an appointment with her or to choose another therapist. I made an appointment with her, and it’s been great so far!”
The initial appointment lasted about 50 minutes. A lot of what Syed was looking for in a therapist was established in this initial appointment.
Features of BetterHelp
A great perk of BetterHelp is the ability to communicate with your therapist. Syed chose to meet over video instead of by phone or messenger.
“It was just like hopping on a Zoom meeting,” she said. “Super simple.”
Both of our testers liked that you could change the method of contact based on preference. Syed liked having the option of talking on the phone if she wished instead of meeting over video.
She also had access to a chat room with her therapist and group support options. Applekamp used this in-app messaging system and got a text message whenever her therapist responded.
Chat room and live chat
Once matched with a counselor, you can immediately start messaging them in an online BetterHelp chat room.
The chat room is accessible anytime if your device has reliable internet. You’re free to message your counselor at any hour of the day, though the chat will not be live. When your counselor replies, the app will notify you of their response. Your counselor will reply with questions, guidance, homework, or feedback.
For a live chat session, you must still book a time slot with your matched therapist before chatting with them. The session works like a live text conversation when it’s time for your appointment.
The conversations are saved in the chat room, so you can reflect and reread whenever you’d like. You can also click the “remove message” button if you want to unsend a message or click the “shred” button to permanently remove a chat.
Group support
BetterHelp offers more than 20 live interactive group seminars each week. These are called groupinars. If you want to attend a groupinar but can’t attend the meeting, you can email a link to the recording.
Topics of the groupinars vary from sleep to self-care to anxiety and depression.
Phone calls
If you prefer to discuss concerns without showing your face, you can schedule a phone call with your counselor.
The system does not share your phone number with the counselor. Everything is done through the BetterHelp app.
Journaling
BetterHelp includes an online journal that is yours and yours alone. It will not be visible to anyone else unless you choose to share it.
The journal feature may be helpful if you want to try writing down your thoughts and feelings. BetterHelp offers journal prompts that can help you get started in your journaling.
BetterHelp therapist qualifications
According to BetterHelp, counselors are licensed, trained, experienced, and accredited psychologists, marriage and family therapists, clinical social workers, or licensed professional counselors.
Applekamp mentioned she could see her therapist’s profile once she was matched. “BetterHelp shows you your therapist’s profile, which includes their licensure information, specialties, other areas of experience, services offered (messaging, live chat, phone calls, video calls), and a descriptive blurb they craft about themselves, as well as reviews of that therapist.”
All BetterHelp counselors have a master’s or doctorate degree and at least 3 years and 1,000 hours of experience as mental health professionals. BetterHelp also assigns potential therapists a case study and grades them to verify their practice. It claims that only 25% of applicants make it through the screening process.
BetterHelp counselors specialize in targeted concerns and matters, including:
- abuse
- addictions
- ADHD
- anger
- anxiety
- compassion fatigue
- faith or religion
- grief
- depression
- dysfunctional or toxic relationships
- eating disorders
- intimacy challenges
- LGBTQ experiences
- life transitions like aging, career change, or job loss
- parenting
- self-esteem
- sleep disorders
- stress
- trauma
If you don’t like who you’re paired with, you can request to be matched with a new therapist. Applekamp found this feature to be guiltless. “The introductory message also made the process of changing therapists very clear, if you didn’t feel this first therapist was the right fit … Being able to switch therapists quickly and easily was very convenient and reduced any anxiety surrounding having to ‘fire’ my first therapist.”
“I appreciated how easy it was to switch therapists — no stressful interactions, but just pressing a button, giving some optional feedback, and then being given three different available therapists to pick from to find one that might fit better. And the second therapist I switched to did end up as a much better fit.”
— Laramy Applekamp, content project manager
Applekamp ended up switching therapists after four sessions because she didn’t feel a personal connection with her first one.
Syed, however, found her first therapist to suit her needs, like 57% of other BetterHelp users.
How much does BetterHelp cost?
Know up front: BetterHelp doesn’t take insurance.
Syed noted that BetterHelp cost makes it one of the more affordable online therapy options she’s seen, especially since there are several different ways to communicate with your therapist.
However, 26% of BetterHelp users in Healthline’s 2022 online survey thought BetterHelp could have more affordable pricing.
BetterHelp costs range from $70 to $100 weekly, depending on your location, preferences, and therapist availability. You’ll be billed every 4 weeks.
You can cancel your subscription at any time if you decide that BetterHelp is not working for you.
While BetterHelp does not accept insurance, there are other online therapy platforms that take insurance and other platforms that may be more affordable for you. Free and low cost resources and services are also available to those who need help.
Financial aid and insurance plans with BetterHelp
BetterHelp offers financial aid for those who qualify, such as people who are unemployed or experiencing financial difficulty.
If you want to apply for financial aid, you’ll do so during the sign-up process. You’ll be asked to fill out a questionnaire to check your eligibility. The questionnaire will ask about your employment status and current monthly income. You may be asked to verify this information with a recent tax return or other official documentation that confirms your financial status.
If you’re approved for financial aid, the entire cost might be covered, or you might be asked to pay on a sliding scale. The reduced rate will be calculated based on your monthly income.
Insurance coverage
BetterHelp does not accept insurance, and Medicare or Medicaid does not cover the services. Most insurance companies won’t cover the treatment because therapists don’t provide diagnoses or prescriptions.
BetterHelp says it will provide itemized invoices if you want to try to submit to insurance companies for reimbursement. However, whether you’ll get this reimbursement depends on your plan and what’s covered. BetterHelp will not submit information directly to your insurance company for you.
BetterHelp does accept health savings account (HSA) and flexible spending account (FSA) funds. The service is an eligible expense under most HSA/FSA providers, so if you have one of these accounts, you can offset some of or all the costs.
Read more about BetterHelp insurance coverage.
Testers’ experience canceling BetterHelp subscriptions
Although none of our testers felt the need to cancel their subscriptions, BetterHelp assures customers that they can cancel at any time, for any reason. To cancel your subscription, first log into your BetterHelp account, then navigate to Menu>My Account >Payment Settings >Quit therapy.
Once you have completed these steps, return to Menu >My Account>Personal Information, and click on Request Erasure. You will then receive a confirmation that your subscription has been canceled.
Refunds are considered on an individual basis through BetterHelp’s customer service.
BetterHelp vs. competitors
There are a variety of online therapy services available. You can take a look at the following to see which online therapy service could work best for you. To see them stack up against more platforms, check out our article on the best online therapy platforms.
| Service | Pricing | Who it’s best for | Financial aid/insurance |
|---|---|---|---|
| BetterHelp | $70 to $100 per week | people who are looking for an affordable way to access 24/7 mental health care | does not accept insurance |
| AmwellRx | Therapy: $109 to $135 per session before insurance; Psychiatry: $279 per session before insurance | people looking for a per appointment (not subscription) virtual service | insurance accepted |
| Talkspace | With insurance: $25 copay or less; Out-of-pocket subscriptions: $69 to $109 per week for therapy; $299 for initial psychiatry and $175 for follow-up sessions | people looking for 24/7 counseling that may be covered by insurance | insurance accepted, but limited mental health professionals |
| 7 Cups | Free online chat with volunteer nonlicensed listeners; or $150 per month for 45-minute live video or audio sessions with a licensed therapist once a week, plus daily text chat availability | people looking for low-cost online therapy | does not accept insurance |
Rx = Prescriptions offered
Reviewer Applekamp also tried another service, Brightside, and found her experience with BetterHelp to be better. “BetterHelp seems more affordable than Brightside and offers group sessions that cover a large variety of issues (relationships, communication, grief, etc.),” Applekamp said.
Applekamp also liked BetterHelp’s therapist selection and replacement processes. “I also liked how BetterHelp matched me directly with a therapist after my questionnaire — took away the guesswork,” Applekamp said.
“BetterHelp also asked me to rate my therapist after my first few sessions — and as part of that, they had the option to switch therapists called out … within that feedback popup. And when I wanted to change, it then gave me three options based on my questionnaire.”
BetterHelp reviews and ratings
Generally, users rate the BetterHelp platform as a top teletherapy provider for a variety of mental health concerns. Many users report positive experiences with BetterHelp’s network of therapists, services, and the effectiveness of the therapy sessions.
At the time of publication, BetterHelp’s reviews have an average of 4.03 out of 5 stars on Better Business Bureau (BBB) from 584 customer reviews. The site also gives it an A- rating, which is based on the BBB’s opinion of the company’s reputation and trustworthiness.
BetterHelp reviews written on Reddit, a user-generated content platform, were mixed. Some reviewers found BetterHelp helpful as a way to explore various modes of therapy. But others wrote reviews concerning difficulties with their therapists as well as the payment system. BetterHelp reviews by therapists on Reddit were critical of fiscal policies and client loads.
Our testers’ BetterHelp reviews
Applekamp, who used BetterHelp until her free trial expired, had a great experience with the platform. “While I’ve had success with in-person therapy in the past, there are a lot of draws to online therapy, and my experience on BetterHelp was a positive one.”
“I appreciated the questionnaire that went into matching me with a therapist (trying to research an in-person therapist felt very overwhelming, so I appreciated the guesswork being taken out of it). I also appreciated how I still had to log in to view any of my messages with my therapist, [which was good] if I was discussing anything sensitive.”
“I […] didn’t elect to continue using [BetterHelp] once [my free trial] ran out. However, that was more because I didn’t feel I had any current pressing issues I wanted to work through with a therapist. Though when that time does come, I do think I might consider BetterHelp — I had a positive experience and it was easy to use, so I wouldn’t discount it.”
— Laramy Applekamp, former Healthline content project manager
Applekamp also loved how easy it was to navigate BetterHelp’s website, that there were plenty of reminders so you don’t miss a session, and that these reminders don’t display personal information.
Applekamp did mention, though, that the word “therapy” and the session time are still in the notification, an FYI if “that’s information you’d rather not be visible.” And though she did love the notifications, she mentioned that at first, the notifications ended up in her spam folder, and there were a lot of them. (Note that you can update your email preferences to help solve this.)
While Syed enjoyed her therapist and the help she received, she noticed that the therapist seemed distracted and worked on other things during their sessions together.
“I don’t mind if my therapist is eating or taking notes, but I sometimes noticed when I would be talking about something important to me or opening up, my therapist from BetterHelp would distractedly answer and wasn’t exactly helpful in giving feedback to my situation,” she said. “It was a bit discouraging for me.”
Discussing our survey results
About 53% of respondents were likely to recommend their therapy platform to others. BetterHelp’s rating came in a bit below average, with 50% of respondents choosing to share their therapy platform.
About 67% of BetterHelp users felt they got the most value out of their service, which is a substantial percentage, but it performed the lowest out of our top four.
Overall, 20% of users liked that BetterHelp’s website and app were easy to use and navigate, and 19% liked the number of available therapists. What they didn’t like was the overall price.
While 26% of respondents said that price was an issue, 17% believed the pricing could be more affordable, 5% believed payment plans or bundles could be offered, and another 5% believed emergency services could be available for free.
However, 23% of respondents believed there was nothing to improve about BetterHelp’s service, and that it was great the way it is.
BetterHelp security practices
Although BetterHelp has helped many people access mental health services, the company has faced significant BetterHelp controversy related to its effectiveness, ethics, and security practices.
The platform’s marketing tactics have been criticized for being misleading and predatory.
Some social media influencers were accused of capitalizing on their viewers’ mental health issues by promoting the app for personal gain. While affiliate links are common in the influencer world, promoting a mental health app to followers with mental health conditions has been viewed as exploitative.
Transparency around the qualifications and training of therapists on the app has also been called into question, with many users complaining on the BBB site about therapists who fail to show up for sessions, who are unresponsive and unhelpful, or who flat-out deny service.
BetterHelp’s discretion practices have also been a source of controversy, with users expressing concern about the distribution of their data to third-party companies without adequate notification or consent. The Federal Trade Commission later found some of BetterHelp’s practices to be deceptive.
Pros and cons of BetterHelp
Pros
- You can access therapy via text, live chat, telephone, and video.
- You have 24/7 access to chats to reach your therapist at any time of day.
- You can change your therapist whenever; it’s a stress-free process, and you can give optional feedback.
- You can decide how long you use the platform and cancel at any time. Our testers Parisa and Laramy canceled their memberships after 1 month.
- All BetterHelp therapists are board certified and have a minimum of 3 years and 1,000 hours of experience.
- If you need financial assistance, BetterHelp may be able to help you if you qualify.
Cons
- Does not take insurance, including Medicare and Medicaid.
- BetterHelp can provide talk therapy and counseling, but it cannot offer a diagnosis, medication management, or fulfill a court order. Therapists who do have the appropriate licenses, though, may be able to offer a diagnosis.
- BetterHelp only offers online therapy for adults. Its sister site, Teen Counseling, offers therapy for teenagers.
Is BetterHelp right for you?
If you enjoy the ease of texting and 24/7 communication without leaving the house, BetterHelp may be a great fit for you.
While traditional therapy offers the quiet comfort of facial expressions and affirmations, even that can be closely mimicked through BetterHelp’s live video sessions.
That being said, since online therapists are distant from the client, it may be difficult to respond immediately or effectively if a crisis or tragedy happens. It’s also hard for an online therapist to pick up on certain facial expressions, body language, or vocal signals that may occur in real-world interactions.
Applekamp mentioned that the 24- to 48-hour timeframe for connecting with a therapist worked for her, “but it could be a problem if you’ve got more urgent issues you’d like to start working through right away.”
Who BetterHelp would be best for
“Clients who live in remote areas or who have limited mobility or limited access to transportation may be more motivated to participate in online therapy,” said Sheava Zadeh, PhD, LEP, BICM, a psychologist and the founder of Pamper Your Brain. “It allows for more flexibility in scheduling, as clients have access to more specialists and can select the specialists who can work with their schedules.”
Who should not use BetterHelp
Consider in-person therapy rather than virtual therapy if you:
- connect better with in-person interactions
- dislike virtual communication
- do not have stable internet access
“I’m not sure how I felt about being assigned a therapist based on my onboarding questionnaire. On one hand, I appreciated not having to navigate a sea of potential therapists, thus avoiding analysis paralysis. On the other hand, it might have been nice to have at least a few options (like it gave me when I switched therapists), so I could feel a bit more personally connected from the get-go.”
— Laramy Applekamp, content project manager
Also, BetterHelp therapy sessions may not be suitable for people who want more intense treatment options, such as dialectical behavioral therapy and psychodynamic therapy.
BetterHelp is not a replacement for emergency services. If you are experiencing a mental health emergency or crisis, call 988 (the 988 Suicide & Crisis Lifeline), 911, or local emergency services.
Frequently asked questions about BetterHelp
It depends on your goals and needs.
BetterHelp gives you access to a network of thoroughly vetted, licensed, board certified, and experienced counselors who are available to help with a variety of mental health needs. This is similar to office sessions with a qualified therapist.
BetterHelp’s online therapy sessions may benefit anyone who’d like to prioritize and improve their mental health.
However, unlike certain in-person therapists, BetterHelp’s therapists cannot diagnose conditions, prescribe medication, or fulfill a court order.
Also, in-person therapy sessions are a more appropriate fit for managing severe mental health conditions.
When it comes to therapy, it’s difficult to quantify success because everyone goes into therapy with different goals. What defines success for you may be different from what someone else is looking for.
In general, lots of reviewers say they found BetterHelp very helpful, and they’re impressed with the quality of the therapists.
Most BetterHelp sessions are scheduled between 35 and 40 minutes, although a therapist can extend the session. The exact length of the session will depend on therapists’ and clients’ preferences, availability, and needs. Also, you can schedule an additional session by paying an extra fee.
In addition to one live session each week, a subscription allows unlimited messaging in an online BetterHelp counseling space with your therapist. Optional group sessions, journaling, and worksheets are also available.
No, BetterHelp does not accept insurance and is not covered by Medicare or Medicaid.
You’re also unable to get an insurance reimbursement for the costs of using the platform. One reason is that BetterHelp professionals do not provide official diagnoses or prescribe treatment. Insurance companies need these details before they can cover the cost and for recordkeeping.
Additionally, BetterHelp notes that even if your insurance plan covers your cost for teletherapy sessions, your insurer’s copay may be more than the total cost of your sessions.
Because of the recent FTC settlement, BetterHelp has updated how it safeguards your information. To view more about how it discretion policy, view the FAQ.
Your information with your therapist remains safeguarded, but there are limited exceptions to what information they share to their respective governing boards and state laws. For example, if you threaten harm to yourself or to an identifiable victim, the therapist is required to report this information to relevant authorities.
You can permanently remove all conversations with them anytime you want just by clicking the “shred” button. There’s also a “remove message” button so you can remove any messages you want to unsend to your therapist.
You can also sign up on the platforms using a nickname if you wish. However, in case an emergency arises during sessions, you’ll be required to give your contact details when you start therapy.
BetterHelp recently became certified with HITRUST, a certification that provides the highest level of information security and compliance assurance. They’re also working in coordination with the FTC to improve their security practices.
BetterHelp’s databases are 265-bit safeguarded. They become unusable should a third party interfere with them.
If you’d like to share your information with a third party, you first have to notify your therapist. They’ll give you an authorization form to fill out before they can release your information.
No. BetterHelp therapists cannot prescribe Xanax or any medication. If you’re interested in supplement and medication options for anxiety, BetterHelp recommends you consult your doctor.
At a subscription price of $70 to $100 a week, BetterHelp prices sit in the middle of the range of online therapy costs. Some therapy providers, like Online-therapy.com cost less, while others like Brightside cost more (although Brightside accepts insurance, which helps offset the cost for some.)
Although insurance coverage can lessen the cost of some online therapy, BetterHelp does not accept insurance. Also, because BetterHelp does not prescribe medication, you will have to add on the cost of medication if you need any, plus the cost of a visit to a prescribing doctor.
Takeaway
There are many pros when it comes to online or teletherapy.
If you’ve never been to in-person therapy before or are new to therapy in general, this text-based approach can be an easy way to work toward getting comfortable with the process. It’s highly customizable and personalized, and you can switch whenever you feel like it’s not a good match.
BetterHelp is an affordable, convenient option that offers solutions for people who prefer to talk on the phone or via video call.
However, BetterHelp should not be used if you’re in immediate danger or need emergency mental health services.
If you need immediate assistance in the event of a mental health emergency, call 911, local emergency services, or the National Suicide Prevention Lifeline at 988.
