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Your questions, answered

Find answers about getting started, billing, providers, appointments, account access, and more.

Getting started

What is SonderMind?
SonderMind is an online mental health platform that makes it easier to start care. Find a licensed therapist or psychiatry provider that fits your schedule, preferences, and insurance. Video sessions and in-person care are available in all 50 states and DC.
How does SonderMind work?
Start in the way that works for you. After answering a few questions about your schedule, insurance, and care needs, SonderMind will recommend providers who may be a good fit. You can also browse the Provider Directory and choose a provider yourself. Once you book a session, the SonderMind Client Portal helps you manage appointments, billing, and insurance information in one place. Many clients land their first session within 48 hours.
How does SonderMind match me with a provider?
SonderMind uses your preferences, schedule, insurance, and care needs to recommend providers who may be a good fit. You can review provider profiles, explore availability, and choose the option that feels right for you. Visit sondermind.com/get-started to find a provider.
Do I need a referral to see a therapist or psychiatrist?
Most therapy clients get started without a referral. Psychiatry referral requirements depend on your insurance plan. SonderMind always recommends reaching out to your insurance provider to understand your benefits.
What should I do before my first session?

Log in to your SonderMind Client Portal to complete your intake forms and add your personal details, insurance, and payment information. Completing these steps ahead of time gives you and your provider more time to focus on your session.

What should I expect at my first session?
Your first session typically lasts 50 to 60 minutes. Your provider will ask about what’s on your mind, your history, symptoms, and what you’re hoping to work on. Together, you’ll start shaping a plan for care.

Treatment at SonderMind

What mental health conditions can SonderMind providers help with?
Providers support a wide range of concerns, including anxiety, depression, ADHD, trauma, PTSD, OCD, grief, relationship stress, and more.
Does SonderMind offer therapy for children, couples, or families?
Yes. Therapy is available for individuals, couples, families, teens, and children with select providers. Options depend on provider licensure and location.
How often should I go to therapy?
Many clients start with weekly sessions, then adjust over time based on their needs and schedule. Your therapist can help you decide what feels right.
Is online therapy right for me?
Online therapy sessions work well for people who want flexibility, convenience, and access to care from home. Many clients find them just as effective as in-person therapy, depending on needs and preferences. SonderMind offers both video sessions and in-person care, so pick what works for you.
Is online therapy as effective as in-person therapy?
Research shows online therapy sessions are just as effective as in-person therapy for many mental health concerns. The right choice depends on your preferences, comfort, and the kind of support you’re looking for.
What’s the difference between a therapist and a psychiatrist?
Therapists offer talk-based support to help you manage emotions, behaviors, and life challenges. Psychiatry providers are medical professionals who diagnose conditions and prescribe medication. Some clients work with one. Others use both as part of their care.
How does medication management work?
Medication management means meeting with a psychiatry provider to evaluate symptoms, prescribe medication when appropriate, and adjust treatment over time. Sessions are shorter than therapy and focus on how your medications are working.
Can I get medication without being in therapy first?
Yes. Connect with a psychiatry provider for medication management on its own. Some clients pair it with therapy; others focus on one type of care.

Your care provider

Can I choose a specific therapist or psychiatry provider?
Yes. Search the Provider Directory by state, insurance, concerns, and session type. Find someone who fits what you need, view their availability, and book directly.
Can I have both a therapist and a psychiatry provider?
Yes. Many clients work with both. Your therapist helps you decide if adding psychiatry support makes sense. Search for another provider in your SonderMind Client Portal or request help finding the right fit.
How do I choose the right therapist or psychiatry provider?
Start with practical fit, like approach, schedule, insurance, and session type. It’s also important to find someone you feel comfortable talking with. If it doesn’t feel like the right fit, you can switch providers at any time.
How do I request a new provider or rematch?

If you’d like to switch providers or request a rematch, follow these steps:

  1. Log in to your SonderMind Client Portal.
  2. Go to Care to view your care team.
  3. Archive your current provider or add a new provider to your team.
  4. Use the Provider Directory to browse providers or request a rematch.
What should I do if my provider doesn’t join my session?

Wait a few minutes in case your provider is running behind. Check your notifications and message your provider through your SonderMind Client Portal. If you still need help, contact support.

Can I switch between online and in-person appointments?
Many providers offer both video sessions and in-person care. When both are available, switch based on your schedule and your provider’s availability.
What questions should I ask a therapist before starting?

It can help to come into your first session with a few questions prepared, such as:

  • What can I expect from our sessions?
  • What does your approach to treatment look like?
  • Have you worked with concerns like mine before?
  • How will we know if treatment is helping?
  • How often do you recommend meeting?

Billing & insurance

What insurance does SonderMind accept?
SonderMind accepts many major insurance plans, including Aetna, Cigna, UnitedHealthcare, and Blue Cross Blue Shield. Use the Provider Directory to find providers who accept yours.
How much does therapy or psychiatry cost?
Cost depends on whether you use insurance or self-pay. With insurance, many clients pay an average copay of around $25, though costs vary based on your plan and deductible. Self-pay sessions vary by provider, session type, and location.
Can I use SonderMind without insurance?
Yes. Book care with self-pay any time. Pricing shows up before you book, so you'll always know what to expect.
How do I update my insurance information?

To update your insurance information, follow these steps:

  1. Log in to your SonderMind Client Portal.
  2. Go to Account > Insurance.
  3. Click Add insurance.
  4. Select your state, choose your insurance provider, and enter your Member ID and Group Number.
  5. Upload photos of your insurance card.
Why was I charged for my session?
Charges cover copays, deductibles, coinsurance, missed session fees, or self-pay costs.
How do I dispute a charge?
Contact support with the session date, provider name, and reason for the dispute. A billing review will start from there.
How do I request a refund?
To request a refund, visit the billing page in your Client Portal. Refund reviews may consider factors like billing status, cancellation timing, session date, and charge type.
Why did I receive a bill months after my session?
Insurance claims take time to process. Once your insurance finalizes the claim, any remaining balance such as deductible or coinsurance may be billed later.
Will I be charged if I miss or cancel an appointment?
Some providers charge for late cancellations or missed sessions. Check your provider's cancellation policy before booking.
Can I use my HSA or FSA for therapy?
Most clients use HSA or FSA funds for eligible mental health care. Check your plan rules to confirm.
How do I use my Employee Assistance Program (EAP) benefits?

When getting started with EAP benefits, have the following information ready:

  • Authorization number
  • Approved session count
  • Eligibility dates

Once your EAP sessions end, you can continue care using insurance or self-pay.

Does SonderMind accept Medicaid, TRICARE East, or CHAMPVA?
Coverage depends on program, state, and plan type. See current accepted plans while booking.

Managing your account

How do I cancel my SonderMind account?
Submit a request through the support form in your SonderMind Client Portal. A Care Coordinator will help you close your account and answer any remaining questions.
How do I update my contact information?

To update your contact information, follow these steps:

  1. Log in to your SonderMind Client Portal.
  2. Go to Account > Personal info.
  3. Update your address, phone number, or contact preferences.
How do I update my payment method?

To update your payment method, follow these steps:

  1. Log in to your SonderMind Client Portal.
  2. Go to Account > Payments.
  3. Add a new credit or debit card.

* You may see a temporary $1 authorization charge while your new card is being verified. The charge is automatically refunded.

How do I request medical records?
Submit a request using the medical records form in your SonderMind Client Portal. Your records will be sent to you within 30 days.
I'm having trouble logging in. How do I fix it?

If you're unable to log in, try these steps:

  1. Confirm you're using the correct email and password.
  2. Reset your password if needed.
  3. Clear your browser cache or try another browser or device.

If you're still unable to log in, contact support.

Technical help

My video session isn't working. What should I do?

If you're having trouble connecting to your video session, try these steps:

  1. Refresh your browser.
  2. Check your internet connection.
  3. Confirm camera and microphone permissions.
  4. Try another supported browser.
  5. Restart your device.

If you're still having trouble, visit our support page for additional help.

Why isn't messaging working in my account?

Messaging issues are often caused by browser, connection, or account session issues. If you're having trouble sending or receiving messages, try these steps:

  1. Log out and back into your account.
  2. Refresh the page.
  3. Update your browser to the latest version.
What browsers and devices work with SonderMind?
SonderMind works best on recent versions of Chrome, Safari, Firefox, and Edge. Access your account and attend sessions from a smartphone, tablet, or computer.
I didn't receive my account setup email. What should I do?
Check your spam or junk folder first. If it's not there, try using a different email address. If you already have an account with that email, use the "Forgot password?" link on the login page instead.
I can't log into my client portal. What should I do?

If you're having trouble logging into your client portal, try these steps:

  1. Refresh your browser.
  2. Use the "Forgot password?" link on the login page.
  3. Check your inbox, including your spam folder, for a password reset email.
  4. Clear your browser's cache and cookies, then try again.
I'm having trouble saving my payment method. What should I do?
Enter your card details directly rather than using autofill. If you're using an HSA or FSA card, it may need authorization from your plan administrator before it can be saved. You can add a different payment method to complete your setup and update it later.
How do I clear my cache and cookies in Chrome?

If you'd rather not clear your data, try opening a new incognito window and logging in from there. If the issue continues, follow these steps:

  1. Click the three-dot menu in the top right corner.
  2. Go to More Tools.
  3. Click Clear Browsing Data.
  4. Set the time range to All time.
  5. Select Cookies and Cached images and files.
  6. Click Clear data, then close and reopen Chrome.

AI & Sonder

What is Sonder?
Sonder is an AI-powered tool that supports your care between sessions. Reflect, stay organized, and keep your therapy goals front of mind. Sonder is not a replacement for a licensed therapist or psychiatry provider.
Does Sonder replace my therapist?
No. Sonder supports your care, not replaces it. Your therapist or psychiatry provider leads your treatment, guidance, and clinical decisions.
What can my therapist see in Sonder?
Provider visibility depends on the feature and your settings. You choose what to bring into the session.
How does SonderMind protect my privacy and data?
SonderMind protects your information with safeguards aligned with HIPAA and healthcare privacy standards.
How do I turn Sonder on or off?
AI tools are optional. Control Sonder in your account settings, depending on access and rollout.

Active Duty & Military Dependents

How are SonderMind providers qualified to support the military community?

All SonderMind providers are licensed mental health professionals with experience across a wide range of specialties and therapeutic approaches.

Many providers supporting the military community have completed specialized training, including PsychArmor, to build cultural understanding of military and veteran experiences. Some providers are also members of the military community themselves.

In what states does SonderMind provide care?
SonderMind offers therapy and psychiatry services, including medication management, in states covered by TRICARE West. Care is available through virtual and in-person options, depending on provider availability.
How much will my care cost with SonderMind?
If you have TRICARE Prime HMO Active Duty, your care will be covered in full. For other TRICARE plans, standard deductibles and copayments may apply.
Why do I need to provide a payment method if TRICARE covers my services?
TRICARE does not cover cancellation or no-show fees for any plan. To set up your account, SonderMind requires a signed Financial Responsibility Agreement and a valid payment method on file.
Do I need a referral to see a therapist with TRICARE, and how quickly can I get an appointment?
Referral requirements vary based on your TRICARE plan. Active duty service members enrolled in TRICARE Prime typically need a PCM referral to receive covered care. Depending on plan type and provider availability, appointments may be available within a few days.
What if I move frequently and can't maintain a consistent therapist?
Frequent moves can make continuity of care challenging. Virtual therapy may help you stay connected with your provider, although licensing requirements vary by state. If you relocate, your current provider may be able to coordinate a transition of care by recommending another provider who meets your needs.
Do military spouses qualify for mental health benefits?
Yes. Military spouses covered under TRICARE may be eligible for mental health services, including individual therapy, couples counseling, and group support. Coverage varies by plan, so it's important to verify your specific benefits before scheduling care.
What are the most common reasons military spouses seek therapy?
Military spouses may seek therapy for support with deployment-related stress, solo parenting, frequent relocations, grief and loss, secondary trauma related to a partner's experiences, identity and career transitions, relationship challenges, and feelings of isolation.
Does SonderMind offer couples counseling and family therapy?

Yes. SonderMind offers family and couples therapy. Active duty service members need a PCM referral to ensure coverage. All parties must provide consent to treatment, but are not required to create individual accounts unless they choose to start seeing another provider individually.

At this time, the SonderMind video platform supports up to two devices. Couples and family sessions must either be held in person or have all parties join from the same location using one device. Talk with your provider about whether another HIPAA-compliant platform may be an option.

Veteran Mental Health

How are SonderMind providers qualified to support Veterans and the military community?

Every provider is a licensed mental health professional. SonderMind prioritizes connecting Veterans and military community members with providers who have completed comprehensive training through our partner, PsychArmor.

How much will my care cost?
Nothing. With a valid VA referral, you will never be charged. SonderMind is an in-network VA provider, and the VA covers 100% of your costs.
In what states does SonderMind partner with the VHA?
Therapy is available to VA beneficiaries in all 50 states.
Does SonderMind offer psychiatric services including medication management?

Yes. Psychiatric services are currently available in 39 states and DC. Psychiatry is currently not available for this population in: Montana, Wyoming, North Dakota, South Dakota, Wisconsin, Missouri, Arkansas, West Virginia, Vermont, New Hampshire, Massachusetts.

Does SonderMind offer couples counseling?
Yes, for Veterans with a valid VA referral and active duty service members with a PCM referral.
How many sessions can I have with a VA referral?
The VA approves most referrals for weekly sessions over 6 or 12 month periods.
Does SonderMind take CHAMPVA or TRICARE insurance?
SonderMind is in-network with TRICARE West (TriWest Healthcare Alliance). SonderMind is not currently in-network with TRICARE East or CHAMPVA.
Can I use SonderMind to collect documentation for VA Disability benefits?
Yes. Once you start sessions, request that your provider's notes be submitted to the Veterans Benefits Administration.
How do I request records for VBA disability assessment?
Submit a request using the provided form. Records are provided within 30 days of your request.
What happens if I use all the sessions on my current VA referral?
If you need continued care beyond your referral's session limit or end date, your SonderMind provider can submit a request for a referral extension or new authorization directly to the VA. We recommend starting this process 3–4 weeks before your current referral expires to help avoid gaps in care.
Can I see a SonderMind provider for specialized trauma care, such as EMDR?
Yes. During the SonderMind matching process, you can request a provider with experience in trauma-focused treatment approaches such as Eye Movement Desensitization and Reprocessing (EMDR), Cognitive Behavioral Therapy (CBT), or Prolonged Exposure (PE).
How does SonderMind coordinate care with my VA medical team?
With your consent, SonderMind providers can share treatment notes and progress updates with your VA Primary Care Team or VA Mental Health Coordinator. This coordination helps support continuity of care, particularly when psychiatric medications or other aspects of treatment are involved.

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