Frequently Asked Questions

SonderMind offers therapy and psychiatry services in various states across the country. We work with providers who offer individual support as well as family, couples and group sessions. 

SonderMind therapy is available in Alabama, Alaska, Arizona, Arkansas, Colorado, Florida, Georgia, Hawaii, Idaho, Indiana, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Mississippi, Missouri, Nebraska, New Hampshire, Ohio, Oklahoma, South Carolina, Texas, Vermont, Virginia, and Washington, D.C. SonderMind psychiatry is currently available only in Colorado, Florida, Georgia, Maryland, Ohio, Texas, and Virginia. 

To complete your SonderMind account, follow the link in the onboarding email you receive after filling out our match request form. The email address you provided will be used to log in and a password must be created. To finish completing your account you will need to:

• confirm your contact information
• add your insurance or self-pay preferences
• provide a method of payment

Once your account is complete you can schedule with the provider match that best fits your needs.

SonderMind offers family and couples therapy. 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, our video platform can only support two devices. Couples and family sessions will need to be held in person or all parties will need to be in one location sharing a video.

SonderMind offers group counseling sessions. All parties must provide consent to treatment and are required to create individual accounts. At this time our video platform can only support two devices. Group sessions will need to be held in person.

Yes. When an account is created for a child under the age of 18, the account should reflect the child’s legal information, but parents and guardians may add their contact details and list themselves as a contact when completing the account. 

Additionally, each individual’s account must include a unique email address. If a Gmail or iCloud address is used, +1 may be added. As an example, the email address will look like this: [email protected] This allows email communications to be received at the original address and satisfies the requirement for a unique email. 

Per our Notice of Privacy Practices, in accordance with HIPAA, you have the right to receive a copy of your medical record. You can choose to have your medical records sent to yourself or someone else. In order to submit your request please complete the Records Request Form. Only the client may complete this form.

Individuals may use SonderMind to see more than one provider, we recommend contacting your insurance carrier to confirm if there are any limitations to your coverage.

SonderMind is a mental health provider focused on providing the highest-quality care. We will connect you to the right therapist who has the expertise to help you get better, faster, and is available now. You can expect to have a session scheduled within 2 weeks, rather than sitting on a waiting list. Part of our service includes handling billing and working with your insurance. We know therapy is hard, and we're here to help do the hard work. Learn more about SonderMind here. 

Yes. SonderMind providers are in-network with most major insurance plans – including HSA, FSA, EAP, Medicare and Medicare Advantage plans. We also offer affordable self-pay rates if you aren't using insurance. Call 844 - THERAPY for more information. Regrettably, SonderMind providers are not currently in-network with Medicaid or Tricare. For the most up-to-date information, visit sondermind.com/insurance.

SonderMind accepts Cigna and Optum (United Healthcare) EAPs. You will need three things to get started with your EAP: authorization number, number of sessions, and eligibility dates. Any sessions beyond what is covered by the EAP will be submitted to your insurance, or as self-pay. EAP information can be added within the Account section of your SonderMind account. 

SonderMind offers self pay rates for individuals who do not have insurance, or prefer not to use their insurance benefits. Due to regulations, we cannot offer self pay rates to clients who have Medicaid as their primary insurance. The exact cost of your care depends on several factors, including the length of the session you agree on with your provider and the type of care.

SonderMind can bill multiple insurance plans for your care costs. To add insurance policies to your account within the online portal, follow the instructions below. If we need more information, we’ll contact you to make sure we get it right. ‍ 

New to SonderMind? 

• When filling out the online questionnaire to get started, you can indicate that you will pay with multiple insurances. You can also give us a call. If the insurance plans you'll be using are accepted by SonderMind, we’ll ensure that you’re matched with a provider who takes all of your insurance plans. To learn more about insurance plans we work with, visit sondermind.com/insurance.
• When initially making your SonderMind account, you’ll be able to enter each of your insurance plans, one at a time. 
• Once you’ve completed your account, you can always add other insurance plan(s) by navigating to your portal, clicking on the Account page, and selecting the Insurance tab. 

Already seeing a SonderMind provider? 

• Navigate to your portal and click on the Account page. 
• On the Account page, select the Insurance tab. 
• Click “Add New Insurance” and input your information. 
• We’ll ask you if you want to bill all of your insurances — select “Yes.” 

We may ask you a few follow-up questions to better understand the order in which to bill your insurances. For example, which coverage is your primary insurance versus your secondary.

When using multiple insurances, you will only be charged if there is a remaining balance after we have heard back from all insurances on file. Due to the individual nature of insurance plans, it is the client's responsibility to establish a coordination of benefits with their insurance companies. This usually takes 30-60 days but can depend on your coordination of benefits or processing delays. After your claim has been reviewed and processed, we will bill you for any remaining balance from your session. You will receive an invoice 3 days before the scheduled charge.

Processing timelines vary by insurance company. Typical processing timelines are 30 to 90 days. If this time has elapsed and you have not received an invoice, we recommend reviewing or requesting an Explanation of Benefits from your insurance carrier.

SonderMind partners with nearly 90% of the major, commercial insurance carriers in each area we offer care. Our clinicians are also in-network with various EAPs, Medicare FFS, and Medicare Advantage plans. Plus, we have self-pay rates for those without insurance. See all of our insurance partners by location.

Your method of payment can be updated within the Account section of your SonderMind account. When a new method of payment is added, it will become your default. You may update the default method of payment at any time. If you are replacing the method of payment on file, a new card must be added before the existing card can be deleted. For billing purposes, we cannot remove credit card information on active client accounts.

Your insurance can be updated within the Account section of your SonderMind portal. When adding insurance, always select the state where you will be located during your appointments.  We submit all claims based on your location, your local insurance office will transfer the claim as needed to ensure it is processed correctly. Before saving your information, double-check that it is correct, as inaccurate information can lead to delays or issues with the billing process.

SonderMind providers are not currently in-network with Medicaid. Federal regulations currently prevent mental health care providers from accepting self-pay for Medicaid beneficiaries, and therefore, we cannot offer self-pay rates to clients who have Medicaid as their primary insurance. 

SonderMind is beholden to the processing timeline of each insurance company. Charges will be applied once insurance has processed a claim and identified a remaining balance owed. In some cases, your card will be charged before processing if benefits verifications read a copay or coinsurance. Typical processing timelines are 30 to 90 days but can be delayed for several reasons. If you receive an invoice for an appointment that happened several months ago, we recommend reviewing or requesting an Explanation of Benefits from your insurance carrier. Additionally, you can fill out our Contact Us form to speak with our team.

Payment plans may be available for your past due balances for more information on payment plan options please contact us. 

SonderMind is unable to bill out-of-network insurance benefits. If your insurance is not in-network, we have self pay rates available. We are happy to provide receipts for your charges but cannot guarantee out-of-network reimbursements through any insurance plan.

SonderMind invoices are based on the responsibility determined by your individual insurance plan. Your insurance carrier will provide you with an Explanation of Benefits for each claim containing details about the payments they have made as well as your responsibility. If for any reason these amounts do not match, contact us. 

Your out-of-pocket costs for care can vary greatly depending on your individual insurance plan, applicable copays, and deductibles.

We recommend calling your insurance company directly to determine what your out-of-pocket costs will be, specifically for mental health care.

If you are not using insurance, see our self-pay rate tables for therapy and psychiatry.

SonderMind Video Telehealth® is a HIPAA-compliant way for you to conveniently meet with a mental health care provider from a private and safe place of your choosing. Through secure, online video sessions, you can meet virtually with your provider, without needing to travel to an office for your appointments. 

Most providers offer video sessions through SonderMind, and you can schedule directly with them online through your portal. If your provider doesn’t offer online scheduling, give them a call to request a video session. 

We recommend using a desktop or laptop computer to connect to your video sessions – either using a Google Chrome or Mozilla Firefox browser. Safari is also supported for Mac devices. If you're on a mobile device, video sessions are only supported through Chrome on Android devices, or through Safari on Apple devices. We suggest having access to a comfortable room – with privacy and a reliable internet connection – where you can have your sessions. 

Log in to your portal at least 5 minutes before your session. In your appointment reminders, you’ll see a button to launch the session once it’s time (about 5 minutes before your scheduled start time). Click the button to connect and start your session.

Yes! Here’s what to know about screen sharing and available functions. 

• Screen sharing is only supported on computers, not mobile devices, at this time. 
• Only one person will be able to share their screen at a time. 
• To begin screen sharing, click the screen share button from the window with your active video session, and accept any permissions requests you’re prompted with.

We’re here to help. Many connection and clarity issues can be solved by a few troubleshooting steps. We recommend first restarting the session and reconnecting to see if that resolves your issue. Read on for steps you can try yourself quickly to resolve an issue. 

Screen sharing is not working properly:

• Step 1: Restart and relaunch your browser. For the best experience, we recommend using Google Chrome.
   
• Step 2: Let’s check browser permissions. (If you’re using Chrome, skip to Step 3.)
  • Firefox: From the Firefox browser, navigate to your portal and make sure you are signed in. Locate the address bar with the page’s URL and the icons to the left. Find and click on the icon for editing permissions. Here you’ll see screen sharing, microphone, and camera browser permissions. Adjust accordingly so that all are enabled and allowed. If any are blocked, your video sessions will likely not work well.
  • Safari: Navigate to Settings within Safari on your device. Find the Websites tab, then locate Screen Sharing settings on the list to the left. Locate SonderMind in the list and make sure the permissions are enabled. If SonderMInd is not listed, try screen sharing again.
• Step 3: Now we’ll check your system permissions if you’re on an Apple device. (If you’re using a PC, skip to Step 4.)
  • Navigate to System Preferences within the Applications on your device. Find the Security and Privacy icon, then locate Screen Recording in the sidebar on the left. Click the box next to Google Chrome to allow screen sharing. You may need to click the lock icon in the bottom left to make changes. A pop-up should appear indicating that Chrome will need to restart before it can record the contents of your screen. Click Quit Now to restart.
• Step 4: Check your browser for any updates. If there are any available, proceed with the updates and restart your browser. Now restart your video session and try screen sharing. If you’re still unable or experiencing issues with screen sharing, submit a form.

The video and/or audio of my session is poor quality or not working properly:

We suggest using a computer, with a Chrome, Firefox, or Safari (Macs only) browser for the best video session experience. Closing all other tabs and programs during your session helps your computer run the call more smoothly. Make sure you have a steady and reliable internet connection. Relying on data or hotspots is not advised. 

After answering a few questions, online or over the phone, we use proven insights to find the best clinical match for your needs. We'll also take into account any preferences or criteria you request, like gender or cultural similarities. We do the work of finding the ideal provider for you. Click here to get started.

The first therapy appointment is typically longer than follow-up appointments so your therapist can get to know more about you. You’ll cover things like your background and reasons for coming in, as well as what to expect and how your therapist will conduct sessions. We've put together a handy Q&A for your reference when preparing for your first therapy session.

Your out-of-pocket costs for care can vary greatly depending on your individual insurance plan, applicable copays, and deductibles. We recommend calling your health plan directly to determine what your out-of-pocket costs will be for mental health care. If you aren't using insurance, learn more about self-pay rates here. 

Therapy isn’t a one-size-fits-all approach, so your time in care will vary. For some individuals, a few sessions may be enough to see a noticeable improvement with their depression. Others may benefit from ongoing therapy for a longer period. Your length of care is generally determined by the goals you set and the treatment plan written by your therapist. The treatment plan is just that, a plan. It helps guide the course of your treatment, but it may need to be adjusted. Different types of therapeutic approaches have different durations as well. Your progress in therapy and the time it takes to achieve your goals will also be determined by the consistency and frequency of sessions. A 2019 BMC Psychiatry study finds that going to therapy more often at the start of treatment leads to improved outcomes, and similar studies find that weekly sessions are linked to a higher likelihood of achieving therapy goals. SonderMind offers a convenient way to track your progress with Clinical Questionnaires (CQs), a data-driven tool designed to determine if the current approach is working for you.

A licensed therapist can help you identify and change emotions, thoughts, and behaviors that may be contributing to depression. Talk therapy can help you cope with and ease depression symptoms. There are many different types of talk therapy that may benefit someone experiencing depression, such as Cognitive Behavioral Therapy (CBT), Dialectical Behavior Therapy (DBT), Exposure Therapy, or Interpersonal Therapy (IPT). The talk therapy that’s right for you will depend on your unique needs. 

When you first begin talk therapy, you’ll work one-on-one with your therapist to explore your symptoms and concerns, as well as the goals you want to achieve. These initial conversations will help your therapist determine your unique needs. Then, they’ll work with you to develop a treatment plan for depression based on your specific goals. 

Therapy isn’t a one-size-fits-all approach, so your time in care will vary. For some individuals, a few sessions may be enough to manage their anxiety effectively. Others may benefit from ongoing therapy for a longer period. Your length of care is generally determined by the goals you set and the treatment plan written by your therapist. The treatment plan is just that, a plan. It helps guide the course of your treatment, but it may need to be adjusted. Different types of therapeutic approaches have different durations as well. Your progress in therapy and the time it takes to achieve your goals will also be determined by the consistency and frequency of sessions. A 2019 BMC Psychiatry study finds that going to therapy more often at the start of treatment leads to improved outcomes, and similar studies find that weekly sessions are linked to a higher likelihood of achieving therapy goals. SonderMind offers a convenient way to track your progress with Clinical Questionnaires (CQs), a data-driven tool designed to determine if the current approach is working for you. 

Therapists typically use behavioral therapy, a type of psychotherapy, to help patients manage and treat anxiety. That’s just a fancy way of saying their goal is ultimately to help you change your behaviors and treat anxiety at the source. Different therapists will have different therapeutic approaches for anxiety, but some common ones are Cognitive Behavioral Therapy (CBT), Acceptance and Commitment Therapy (ACT), Mindfulness-Based Cognitive Therapy (MBCT), Dialectical Behavioral Therapy (DBT), exposure therapy, or Applied Behavioral Analysis (ABA). A behavioral therapist will also help you develop strategies and skills that you can apply throughout your day-to-day life. They will also be there to provide ongoing support when questions or issues arise.

If your therapist has not joined a scheduled session we recommend contacting them directly using the messaging application in your account or the contact information listed in their profile. If you are unable to connect with them after 15 minutes please contact us for further assistance.

Everyone is different. That’s why we don’t approach your care as a one-size-fits-all solution. If you're uncertain about what type of care is right for you, your doctor or general practitioner can help you decide if working with a psychiatric provider or therapist is the best solution for your mental health needs.

Psychiatry 

• Initial evaluation, with shorter follow-ups as needed.
• Psychiatric providers can prescribe medication and other medical treatments. Therapists cannot.
•  Conducted by a board-certified psychiatrist or psychiatric nurse practitioner (MD, DO, or PMHNP degrees) .

Therapy 

• Routine and recurring sessions.
• Many modalities and coping techniques exist for a variety of specialized needs (ex. CBT, DBT, EMDR).
• Conducted by a state-licensed mental health therapist (Masters-degree or higher).

Our psychiatry providers are currently in-network with nearly 90% of the major insurance carriers in each area we service. They are also in-network with various Medicare FFS and Medicare Advantage plans. See all of our insurance partners by location.

After answering a few questions, online or over the phone, we use proven insights to find the best clinical match for your needs. We'll also take into account any preferences or criteria you request, like gender or cultural similarities. We do the work of finding the ideal provider for you. Click here to get started.

This can vary greatly depending on your individual insurance plan, copays, and deductibles. We recommend calling your health plan directly to determine what your out-of-pocket costs will be for psychiatric care. If you aren't using insurance, learn more about self-pay rates here. 

You can submit a request using this form. We’ll provide a full copy of the requested records within 30 days of the request date.

Nothing. As long as you have a valid referral from the VA, you will never be charged for your care. We’re an in-network provider, meaning the VA covers 100% of your costs for services with us.

Every SonderMind provider is a licensed mental health professional. Our group covers a spectrum of specialties and approaches. We specifically prioritize connecting Veterans only with providers who have completed comprehensive training through our partner, PsychArmor. This training gives providers the appropriate cultural competency to uniquely support Veterans and their mental health needs. Additionally, we have many providers who are Veterans themselves.

Yes. However, at this time, these services are only available in Colorado, Georgia, Maryland, Ohio, Texas and Virginia. 

Yes. A valid VA referral for “Couples Counseling” is needed for this service.

The VA approves most referrals for weekly sessions for 6 or 12 month time periods. Once you obtain a referral, the VA will inform you how long the referral is valid for and how often you are approved for sessions.

No, at this time SonderMind does not accept CHAMPVA or Tricare. 

Yes. Once you begin sessions with your SonderMind provider, you can request to have the notes from these sessions submitted to the Veterans Benefits Administration for review on your disability claim. To request your notes, please use this form.

SonderMind therapy is available in Alabama, Arizona, Colorado, Georgia, Hawaii, Idaho, Indiana, Kansas, Kentucky, Maine, Maryland, Massachusetts, Missouri, Nebraska, New Hampshire, Ohio, Texas, Vermont, Virginia, and Washington, D.C. SonderMind psychiatry is currently available only in Colorado, Georgia, Maryland, Ohio, Texas, and Virginia.