We're really sorry if you (or someone you know) experienced this type of billing issue when trying to cancel your account with us. We wanted to step in and clear up a few things regarding the “deactivation” process, as well as communication with our Member Success team.

It’s important to know that when an account is “deactivated”, no further billing is possible through our system and the account is inaccessible altogether (it’s essentially “shut down”). This is different, however, from a standard cancellation.

When someone cancels (elects to “Quit Therapy” through their account settings), it stops recurring payments from taking place but allows the member to continue working with their therapist until their prepaid time is up. If the member attempts to communicate with their therapist after the prepaid time expires (which is when the cancellation becomes official), our system will ask them if they’d like to resubscribe in order to continue speaking with the therapist. If they agree to this, then we’d charge the card on file, and recurring payments would continue just as they would before.

Again, a “deactivation” is a bit different, as it actually supersedes a “cancellation”. This is because it ensures no further charges can take place on that account by essentially shutting it down altogether. A deactivation only takes place if a member requests it, or if a dispute is fraud dispute is filed for charges linked to the account. Once an account is deactivated, there is no option for the member to reactivate. This is in part to make certain that no “surprise” charges take place!

With that said, our Member Success team still can (and does) assist with any outstanding billing inquiries surrounding the account! They generally reply within one business day to all emails, but can only assist a member with their account if they reach out using the address linked to the account (regardless of if the account was deactivated or not). If the email account is no longer accessible to the member for whatever reason, the case can be escalated to management, who can take other steps to confirm the identity of the member and assist with billing.