Your questions, answered

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.

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.

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.

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.

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.

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.

Providers support a wide range of concerns, including anxiety, depression, ADHD, trauma, PTSD, OCD, grief, relationship stress, and more.

Yes. Therapy is available for individuals, couples, families, teens, and children with select providers. Options depend on provider licensure and location.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

Many providers offer both video sessions and in-person care. When both are available, switch based on your schedule and your provider’s availability.

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?

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.

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.

Yes. Book care with self-pay any time. Pricing shows up before you book, so you'll always know what to expect.

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.

Charges cover copays, deductibles, coinsurance, missed session fees, or self-pay costs.

Contact support with the session date, provider name, and reason for the dispute. A billing review will start from there.

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.

Insurance claims take time to process. Once your insurance finalizes the claim, any remaining balance such as deductible or coinsurance may be billed later.

Some providers charge for late cancellations or missed sessions. Check your provider's cancellation policy before booking.

Most clients use HSA or FSA funds for eligible mental health care. Check your plan rules to confirm.

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.

Coverage depends on program, state, and plan type. See current accepted plans while booking.

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.

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.

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.

Submit a request using the medical records form in your SonderMind Client Portal. Your records will be sent to you within 30 days.

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.

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.

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.

SonderMind works best on recent versions of Chrome, Safari, Firefox, and Edge. Access your account and attend sessions from a smartphone, tablet, or computer.

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.

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.

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.

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.

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.

No. Sonder supports your care, not replaces it. Your therapist or psychiatry provider leads your treatment, guidance, and clinical decisions.

Provider visibility depends on the feature and your settings. You choose what to bring into the session.

SonderMind protects your information with safeguards aligned with HIPAA and healthcare privacy standards.

AI tools are optional. Control Sonder in your account settings, depending on access and rollout.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

Therapy is available to VA beneficiaries in all 50 states.

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.

Yes, for Veterans with a valid VA referral and active duty service members with a PCM referral.

The VA approves most referrals for weekly sessions over 6 or 12 month periods.

SonderMind is in-network with TRICARE West (TriWest Healthcare Alliance). SonderMind is not currently in-network with TRICARE East or CHAMPVA.

Yes. Once you start sessions, request that your provider's notes be submitted to the Veterans Benefits Administration.

Submit a request using the provided form. Records are provided within 30 days of your request.

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.

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).

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.