What BetterHelp Is and How It Differs From Traditional Therapy

BetterHelp is an online therapy platform where you communicate with a licensed therapist through messaging, phone calls, or video sessions — usually on your own schedule rather than at a fixed office appointment time. You create an account, answer questions about what you're looking for, and get matched with a therapist. The therapist is a real person with credentials (a licensed counselor, psychologist, social worker, or marriage and family therapist, depending on your state and their qualifications).

The main difference from calling a therapist's office is that BetterHelp handles the scheduling and billing for you. You don't have to search for someone who takes your insurance or has an opening next month. You also don't sit in a waiting room. Instead, you log into an app or website and send a message, book a video call, or call your therapist during the hours they work.

BetterHelp is not a crisis service. If you're having thoughts of harming yourself or others, you should call 988 (the Suicide and Crisis Lifeline) or go to an emergency room instead.

Key Takeaways

  • BetterHelp matches you with a licensed therapist and lets you communicate through messaging, phone, or video at times that fit your schedule.
  • You pay a weekly subscription (the cost varies based on the plan you choose), and BetterHelp handles finding and paying the therapist.
  • The therapist you're matched with may not be the right fit, and you can request a different one at no extra cost.
  • BetterHelp is not a crisis service — for when ready safety concerns, call 988 or go to an emergency room.
  • Your conversations are private, but therapists are required by law to report certain situations like abuse or imminent danger.

How to Set Up Your BetterHelp Account

Start by going to the BetterHelp website or downloading the app. You'll create an account with your email and a password. BetterHelp will ask you a series of questions: your age, what you're dealing with (relationship issues, anxiety, grief, and so on), whether you've been to therapy before, and what format you prefer (messaging, phone, or video).

After you answer these questions, BetterHelp shows you a list of available therapists with their photos, credentials, specialties, and a short bio. You pick one, and BetterHelp sends them your information. If they accept you, you'll get a notification and can start messaging or scheduling a call. The whole process usually takes a few hours to a day.

If the first therapist isn't the right fit, you can switch to a different one. BetterHelp doesn't charge you extra for a change, though you may have to wait a day or two for the new therapist to respond.

What BetterHelp Costs and How Payment Works

BetterHelp charges a weekly subscription. The exact cost depends on which plan you choose and whether you use messaging only or add phone and video calls. Plans typically range from around $60 to $90 per week, though the price can be higher or lower depending on your location and the therapist's experience level.

You pay BetterHelp directly, not the therapist. BetterHelp then pays the therapist a portion of what you pay. If you have health insurance, you can ask BetterHelp whether they work with your plan, but most people pay out of pocket because BetterHelp is not in-network with most insurance companies. Some employers offer mental health benefits that cover BetterHelp, so check your employee handbook or benefits portal.

BetterHelp offers a sliding scale for people with lower incomes — you can request this when you set up your account. You can also pause or cancel your subscription at any time without penalty.

What Happens During Your First Session

Your first conversation with your therapist might be a message exchange, a phone call, or a video session, depending on what you chose. The therapist will ask you about what brought you to therapy, your background, and what you hope to get out of it. This is not a diagnosis or treatment plan yet — it's them getting to know you.

If you chose messaging, you might send a message and wait a few hours or a day for a response, depending on the therapist's schedule. If you chose phone or video, you'll book a time slot and talk in real time. Most first sessions last 30 to 60 minutes.

After the first session, you and your therapist will figure out how often you want to meet. Some people message every day, others schedule one video call a week. There's no set schedule — you work it out together.

How Messaging, Phone, and Video Sessions Work

If you choose messaging, you type messages to your therapist whenever you want, and they respond when they're working (usually within 24 hours, though some respond faster). You can send multiple messages before they reply. This works well if you want to think things through on your own time or if you're not comfortable talking out loud.

With phone calls, you schedule a time and call your therapist directly through the BetterHelp app. The call is private and encrypted. You can do this from anywhere with a phone signal or internet connection.

Video sessions work the same way — you schedule a time, and at that time you click a button in the app to start a video call. You need a device with a camera and microphone (a phone, tablet, or computer) and a quiet, private space.

Most people use a combination. For example, you might message your therapist during the week when something comes up, and have a video call once a week to go deeper.

What BetterHelp Therapists Can and Cannot Do

BetterHelp therapists can listen, ask questions, help you understand your patterns, and suggest ways to handle difficult situations. They work with anxiety, depression, relationship problems, grief, trauma, and many other things. They cannot prescribe medication — if you need a prescription, you'll have to see a doctor or psychiatrist in person or through a separate telehealth service.

Therapists on BetterHelp are required by law to report certain things: if you tell them you're planning to harm yourself or someone else, if you're abusing a child or vulnerable adult, or if you're being abused. They will tell you before they report, except in cases where telling you would make the situation more dangerous. These are the same rules that explore to any therapist, anywhere.

BetterHelp therapists cannot diagnose you with a medical condition (though they can discuss what you're experiencing), cannot provide emergency crisis support, and cannot treat certain severe conditions like active psychosis or substance dependence that require in-person care.

Privacy and What Happens to Your Information

Your conversations with your therapist are private and encrypted, which means BetterHelp and other people cannot read them. However, BetterHelp stores your messages and notes on their servers. If you're worried about someone else seeing your account, use a password that only you know and log out when you're done.

BetterHelp can share your information with law enforcement or a court if they're required to by law. They can also share it with your therapist's supervisor if there's a concern about your safety or the quality of care. They will not sell your information to advertisers or other companies.

If you want to end therapy, you can cancel your subscription. BetterHelp will keep your records for a certain amount of time (the exact period depends on your state), and you can request a copy of your notes.

Frequently Asked Questions

Is BetterHelp the same as talking to a therapist in an office?

Not exactly. The therapist is real and licensed, and the work is similar, but you're not in the same room. Some people find it easier to open up when they're at home, and some find it harder. You might also miss the structure of a scheduled appointment or the ability to read body language in person. The best way to know is to try it.

What if I don't like my therapist?

You can request a different one at no extra cost. Tell BetterHelp you'd like to switch, and they'll match you with someone else. You don't have to explain why or feel bad about it — finding the right fit sometimes takes trying a few people.

Does BetterHelp work with my insurance?

BetterHelp is out-of-network with most insurance plans, so you'll usually pay out of pocket. However, some employers offer mental health benefits that cover BetterHelp, and some people can use a Health Savings Account (HSA) or Flexible Spending Account (FSA) to pay for it. Check with your insurance company or your employer's benefits department to be sure.

Can a BetterHelp therapist prescribe medication?

No. BetterHelp therapists are counselors, social workers, or psychologists — they cannot write prescriptions. If you need medication, you'll have to see a doctor or psychiatrist. Some people use BetterHelp for therapy and a separate telehealth service for medication management.

What should I do if I'm having a crisis or thinking about harming myself?

BetterHelp is not a crisis service. Call 988 (the Suicide and Crisis Lifeline) or text "HELLO" to 741741 (the Crisis Text Line). If you're in when ready danger, call 911 or go to an emergency room.