FAQs - 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:

Refresh your browser.
Check your internet connection.
Confirm camera and microphone permissions.
Try another supported browser.
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:

Log out and back into your account.
Refresh the page.
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:

Refresh your browser.
Use the "Forgot password?" link on the login page.
Check your inbox, including your spam folder, for a password reset email.
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:

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

Find the right care, on your terms

Run your practice with ease

Your trusted mental health partner