Frequently asked questions

Regain is an online relationship therapy platform. We change the way people get help facing relationship challenges by providing convenient and affordable access to a licensed therapist. Regain makes professional therapy available anytime, anywhere, through a computer, tablet or smartphone. Regain may be used by individuals or couples seeking therapy for relationship or marital issues.Two users share a joint account in which they can communicate with the therapist together. All written communication is visible to both users and the therapist. If either partner would like to speak with the therapist one-on-one, an individual live session can be scheduled.
Facing relationship obstacles alone can be daunting, and circumstances such as location and scheduling may make it difficult for you or your partner to receive the help you need. Support and guidance from a licensed professional have been shown to have a positive impact on the lives of individuals and couples. Therefore, we created Regain so anyone can have access to convenient and affordable professional help for their relationships.
The professionals who work through Regain are licensed and credentialed therapists who were certified by their state's board to provide therapy. However, while the service may have similar benefits, it's not able to substitute traditional face-to-face therapy in every case. Please note that your therapist won't be able to make an official diagnosis, fulfill any court order, or prescribe medication.
The service is provided by independent providers who work directly with you. These relationship therapists are not employees of Regain and the site doesn't oversee them professionally. Our mission is to build, maintain, and support a platform that lets couples, individuals, and therapists communicate effectively, and to facilitate this channel so they can get the most out of their interaction.
Therapists at Regain are licensed, trained, experienced, and accredited psychologists (PhD / PsyD), licensed marriage and family therapists (LMFT), licensed clinical social workers (LCSW / LMSW), or licensed professional therapists (LPC or LPCC). All of them have a Masters Degree or a Doctoral Degree in their field. They have been qualified and certified by their state's professional board after successfully completing the necessary education, exams, training and practice. While their experience, expertise, and background vary, they all possess at least 3 years and 1,000 hours of hands-on experience. Our therapists on Regain also have a specific interest and expertise in relationship therapy, and are happy to work with individuals or couples.
After you sign up, we will match you to an available therapist who fits your objectives, preferences, and the type of issues you are dealing with. Different therapists have different approaches and areas of focus, so it's important to find the right person who can achieve the best results for you. We have found that we are able to provide a successful match most of the time; however, if you start the process and you feel your therapist isn't a good fit for you, you may elect to be matched to a different therapist.
Regain may be right for you if you're looking to improve the quality of your life. Whenever there is anything that interferes with your happiness or prevents you from achieving your relationship goals, we may be able to help. We also have therapists who specialize in specific issues such as stress, anxiety, relationships, parenting, depression, addictions, eating, sleeping, trauma, anger, family conflicts, LGBT matters, grief, religion, self esteem, and more.

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
The cost of therapy through Regain ranges from $60 to $90 per week (billed every 4 weeks) and it is based on your location, preferences, and therapist availability. You can cancel your membership at any time, for any reason.
Your membership payments will be charged to a credit card or PayPal on a recurring basis. If you accomplish your goals or if you find online therapy with Regain to no longer be helpful for any reason, you can simply cancel the subscription.
We strive to deliver a web experience that is aligned with the most recent Web Content Accessibility Guidelines (WCAG) at the AA level, published by World Wide Web Consortium (W3C).

  • If you are on a desktop browser, you can enable and launch the accessibility preferences by visiting the Accessibility page.
  • 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.
  • You may invite your partner during your initial signup on Regain, or you may invite them to join in therapy later in your subscription. During the initial questionnaire for signing up on Regain and getting matched to a therapist, we offer the option to invite your partner right away. Just follow those prompts, and you're good to go!

    If you'd like to invite your partner after you've already been matched to your therapist, or started therapy, you may do so by clicking "Invite Partner" option at the top of your screen. You will be asked to provide your partner's email and phone number so we can send them an invitation link specific to you. From there, just follow the prompts to start couple therapy on Regain.

    Please note that all written communication is visible to both users on the account as well as the therapist.
    When you sign up we do not ask you for your full name or contact information. You may pick any "nick name" which will identify you in the system. When you decide to start the therapy process, we will request emergency contact information which is kept safe in our system, but can be accessed by your therapist if he or she believes that you or someone else might be in danger.

    Please note that all written communication is visible to both users on the account as well as the therapist.
    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 BetterHelp protects your therapist interactions, please review our Privacy Policy.
    To learn more about how therapists treat your confidential information, please see Will my therapist treat what I say as confidential?.

    The information that you share is also protected by data privacy laws, for more information see our Privacy Policy. Here are some things that might be helpful to know:
    • 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 "Remove 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.
    No. Coaching is typically done by people who may have some skills in certain areas, but have no formal expertise, training and certification in providing therapy. Coaching also typically focuses on different objectives than therapy.
    This process can take a few hours or a few days, depending on therapist availability.
    Once you are matched to a therapist, you and your therapist will get a therapy room which will be your personal and secured place to communicate. Your partner will be invited to this room as well if you decide to try online therapy together. You can enter this room at any time, from any Internet-connected device wherever you are.
    Please note that the conversation between you and your therapist is not in real-time and doesn't require scheduling. Instead, you can choose to write or respond to your therapist at any time that works for you. You will get a notification when your therapist has responded to you.

    The speed of the therapist's response and the frequency of the sessions varies based on the interaction between you and your therapist. Some people prefer to have short, frequent interactions during the week, while others may prefer to have long, thorough, and less frequent sessions. Your usage patterns are also likely to change over time. You may use the service extensively during time of great need and then use it less frequently at other times. Your therapist will try to accommodate your changing needs in a timely manner.
    Yes. You can log in to your Regain account and read all the therapist's messages to you. This may help you in reflecting and remembering some of the guidance and input that you have received. This is one of the main advantages of e-therapy for your relationship, marriage, etc.
    This depends on your needs and varies a lot from one person to another. Some subscribers feel they get most of the value after just a few weeks, and see a positive improvement in their relationship. Others however prefer to stick to the program for an extended period of time, to continue improving their relationship.
    You can use Regain from any device that has a Web browser. It can be a computer, tablet, or smartphone. There is no special hardware required and you don't need to install any software.
    Yes. Your partner can join the video session room from their own device on Regain. For phone sessions, we recommend joining the session using your mobile phone so you can add your partner using the conference call functionality.
    When you sign up we do not ask you for your full name or contact information but rather a "nickname" created by you that will be used to identify you in the system. When you decide to start the therapy process, we will ask you for your contact information for emergency situations, such as if your therapist believes that you or someone else might be in danger. Your therapist may also request additional information about you when it is required by their licensing board guidelines. All of this data is protected by the confidentiality requirements of the therapist’s board and licensure, similar to in-office therapy.

    For additional information about how BetterHelp helps protect your privacy, please review our Privacy Policy.
    Changing your payment plan or canceling your subscription can all be easily done online. You can cancel future subscription payments online by following these steps: login to your account, click on the icon in the top right corner of the page, then choose "Billing Settings" from the drop-down menu, then click "Quit Therapy." You’ll know that your account has been closed when you see a message box stating "Your subscription will not be renewed”
    You can reset your pin by first logging out of the account on the app in your account settings. Once you log back in, you will be prompted to create a new pin.

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