Frequently asked questions

Regain is an online relationship therapy platform. Regain offers convenient and affordable relationship therapy to people and couples who need help. All therapy on Regain is facilitated by licensed therapists. As a Regain user, you can start relationship therapy by yourself, or choose to invite your partner to join your account and experience relationship therapy together. Additionally, you can use Regain from a computer or smartphone, meaning that both parties can receive relationship therapy even if you aren't in the same place!

Relationship obstacles can be challenging to face alone, especially when you and your partner might not have the same locations or schedules. Regain offers an improved therapy experience for all people, where anyone can receive relationship therapy on their own terms and schedule, from whatever location you prefer.

Therapists on Regain are licensed and certified by their state's board to provide therapy. However, while Regain may provide many of the same benefits as face-to-face therapy, it isn't a substitute for face-to-face therapy in every case. Most notably, your therapist isn't able to make official diagnoses, prescribe medication, or fulfill any court order.

We require every Therapist providing Therapist Services on the Platform to be trained and experienced licensed U.S. Psychologist (PhD / PsyD), Licensed Marriage and Family Therapist (LMFT), Licensed Clinical Social Worker (LCSW), Licensed Professional Counselor (LPC), Licensed Mental Health Counselor (LMHC) or similar applicable recognized professional license based on their state and/or jurisdiction. Therapists must have a relevant academic degree in their field, at least 3 years of experience, at least 1,000 hours of hands-on experience, and have to be qualified and licensed by their respective state board after successfully completing the necessary education, exams, training and practice requirements as applicable.

After you finish the sign up process, we'll match you to a therapist based on your therapy objectives, preferences, and the type of issues you're dealing with. It's important to find a therapist who can help you both achieve the best results for your situation.

While it is a priority to provide you with a match that best suits you both, sometimes therapists just aren't the right fit; if this is the case, you can request to be matched to a different therapist at any time.

Regain may be right for you if you're seeking to improve the quality of your relationship with another person through therapy. If you're seeking individual therapy instead, we recommend you explore our individual therapy platform BetterHelp.

Regain is not the right solution for you if any of the following is true:

• You are a minor or you are under the care of a legal guardian.
• You are in an urgent crisis or an emergency situation.
• You were required to undergo therapy either by a court order or by any other authority.
• You are in a physically abusive relationship, or are concerned for your safety in the relationship.
• You do not have a device that can connect to the internet or you do not have a reliable internet connection.

Your Regain membership can be charged to a debit card, credit card or PayPal account on a recurring basis. Additionally, you can cancel your membership whenever you want, for any reason.

Regain strives to deliver a web experience aligned with the most recent Web Content Accessibility Guidelines (WCAG) at the AA level, published by World Wide Web Consortium (W3C).

• If you're on a desktop browser, you can enable accessibility preferences here.
• For mobile users, we recommend using your device's native accessibility features. Instructions for iPhone can be found here, and for Android can be found here.
  

Yes, however therapy expertise may vary from therapist to therapist. While most therapists on the Regain platform are offering relationship therapy to couples, some may be equipped with the expertise to offer counseling to two parties seeking relationship therapy. As such, we recommend being upfront with your therapist when you're first matched and explaining the type of therapy you're seeking as it relates to your situation. If your therapist isn't willing to provide counseling for your specific relationship, we recommend switching therapists. You can switch therapists at any time, for any reason.

Additionally, you may see this FAQ reference "partners," but the term isn't exclusive. You can interpret "partner" as the person you're attending therapy with. If you feel you can benefit from relationship therapy, we encourage you to signup for Regain.

Because you and your partner share a joint account in which you both can communicate with your therapist, all written communication will be visible to both users and the therapist. If either partner would like to speak with the therapist one-on-one, they must schedule an individual live session.

All therapists are licensed with their applicable licensing board after successfully completing the necessary education, exams, training, and practice. This means that when you talk to a licensed therapist online, they are subject to the mandated reporting and confidentiality requirements of their governing board and respective state laws, similar to in-office therapy.

Generally, the therapist will keep what you tell them confidential, but there are limited exceptions. For example, if you threaten grave harm to yourself or to an identifiable victim the therapist is required to report this information to relevant authorities. Before starting therapy, please discuss with your therapist their legal obligations to confidentiality if you have any concerns or questions.

For more information about how Regain protects your therapist interactions, please review our Privacy Policy.

Here are some things that might be helpful to know about your privacy and security:

• We have built state-of-the-art technology, operations, and infrastructure with the goal of protecting your privacy and safeguarding the information you provide.
• You can always select the "Delete message" button to remove messages that you've sent to your therapist.
• All the messages between you and your therapist are secured and encrypted by banking-grade 256-bit encryption.
• Our servers are distributed across multiple Tier 4- AWS Data Centers for optimal security and protection.
• Our Platform is HITRUST Risk-based, 2-year (r2) Certified.
• Our browsing encryption system (SSL) follows modern best practices.
• Our databases are encrypted and scrambled so they essentially become useless in the unlikely event that they are stolen or compromised.
• We don't work with any insurance companies so nothing needs to be shared, reported or filed with them.

If you wish for any of your information or records to be released to a third party, please let your therapist know so that they can facilitate the release.

To learn about how the data you share is protected by data privacy laws, see our Privacy Policy. Additionally, to learn more about how therapists treat your confidential information, please see Will my therapist treat what I say as confidential?.

No. Coaching is typically conducted by people who have skills in certain areas pertaining to work and personal life improvement, but do not possess the same expertise, certification or licensing that therapists do.

The process can take a few hours or a few days, depending on therapist availability. On average, about 90% of our clients are matched with a therapist within 48 hours.

Once you are matched to a therapist you can start messaging them. If you choose to invite your partner, they'll also be able to message you and your therapist. You can message about yourself, the things going on in your life, ask questions and discuss the issues that trouble you. Your therapist will then read your messages, and respond with questions, feedback, insights, and guidance.

You can send messages to your therapist at any time, from any location, using any Internet-connected device. You can log in at any time and since messaging is not in real-time it doesn't require scheduling. Instead, you can choose whenever you want to write or respond to your therapist. You will get a notification by email when the therapist has sent you a message.

Live sessions are scheduled therapy sessions with you, your partner, and your therapist, ranging typically from 30 to 45 minutes. You can choose between video and phone sessions.

Video session - have a face-to-face chat with your therapist.
Phone session - conveniently speak with your therapist on the phone.

To attend a live session, you must first select a timeslot and schedule a live session with your therapist. After selecting a time and session type, log in to your account at the scheduled time. If joining a video session, you can select "Join Video Room" and wait in the video room until your therapist joins. For phone and video sessions, log in at the scheduled time and your therapist will prompt you to join the session.

Your conversations with your therapists are not in real-time. You can message your therapist whenever you want, but your therapist's response time may vary depending how busy they are, or how recently you've had a live session. All therapists are different, and we encourage you to express upfront your preferences for how you like to communicate.

Yes.

This depends entirely on your therapy needs. Everyone is different; some may feel they get the most value out of a few weeks, while others might prefer going to therapy for an extended period of time. This is entirely up to what you want, and you can cancel your membership at any time.

Yes. Your partner can join a video session or phone session from their own device as long as it's connected to the internet.

For phone sessions that include both you and your partner, we recommend you to use your mobile phone as it's easiest to add your partner using the conference call functionality.

When you sign up, Regain will not ask for your full name or contact information. Instead, you will be asked to provide a "nickname" of your choosing. When you decide to start the therapy process, you'll be asked to provide contact information for emergency situations, such as if your therapist believes that you or someone else might be in danger.

For additional information about how Regain helps protect your privacy, please review the Privacy Policy.

You can cancel your membership at any time.

To cancel your membership when using a computer, log in to the platform, select the upper-right hand menu and go to \"Account settings.\" From there, go to \"Payment settings\" and select \"Change membership / cancel membership.\"

When using a smartphone, cancel your membership by selecting the \"More\" tab on the bottom right, select \"Payment settings,\" and lastly select \"Change membership / cancel membership.\"

You can invite your partner when you initially sign up, or you can invite them to join later on in your membership. If you want to invite your partner when you sign up, you will find a prompt after completing the initial questionnaire. Simply follow the prompts and your partner can join you on the platform.

If you'd prefer to invite them later on, you can invite them in your account settings. Select "Your partner" and then select "Invite partner." You'll be asked to enter your partner's email and phone number, and they'll receive an invite link that's specific to your account. Once they've signed up, you can begin therapy together.

You can use Regain from any smart phone or computer that has access to the internet.

When using a smartphone, you can reset your pin code by selecting the \"More\" tab and scrolling to the bottom, and then selecting \"Logout.\" You'll be prompted to create a new pin code the next time you log in.