This app is not for emergency purposes - if you are in a crisis, call 911 immediately.

FAQs

Using Meta for Students

Meta Overview

What is Meta?
Meta provides online therapy via mobile phone, tablet and desktop platforms. Using the free iPhone and Android app, you can sign up, search for and connect instantly with therapists for chat, video or phone therapy sessions — confidentially, anywhere.
What makes Meta Unique?
Meta is the only app out there that directly connects you to therapists who offer private, confidential sessions when it’s convenient for you. Plus, unlike similar apps, Meta allows you to use insurance, which can save you money. Using Meta is the easiest, most affordable way to get connected with a therapist that meets your needs.

Online Counseling Overview

What is online counseling?
Online counseling is the use of telecommunications technologies to support remote, web-based clinical health care. This includes the use of chat, video, and phone technologies to deliver health care services.
How effective is online counseling treatment?
Studies show that online counseling not only provides a comfortable setting for care, but that this type of counseling may also improve outcomes. Numerous articles have been published highlighting the effectiveness of using phone and/or video conferencing for mental health counseling. 

Setting Up Your Profile

How old do I have to be to use Meta?
You have to be at least 18 years old to use the Meta app.
Do I have to tell my parents I am going to therapy?
No, but it’s always a good idea to keep parents or interested parties updated about your concerns and need for counseling. If the law allows you to seek out help on your own (which is generally true if you are 18 years or older), you’re good to go. Students using their parents’ insurance plan should note that depending on your insurance provider’s policies, your therapy sessions might show up on an Explanation of Benefits statement. Check with your insurance provider for more details about when and how reports of usage are sent to the primary insurance holder.
Why do you need my address?
While you have a choice to pick any therapist you’d like to work with, Meta tries to find therapists who are in close proximity to you. This makes it easy for you, should you choose to have an in-person visit. Also, state laws permit therapists to counsel only in states where they are licensed to practice. To ensure that we comply with state laws, we require your address.
Why do you need to know my university information?
Your university information helps us determine that you are a college student, and eligible for Meta’s services. However, we respect your need for confidentiality and don’t require you to register using your university email address. We don’t release any of your information to your university. Please read our Privacy Policy for additional information.
Where can I find my insurance information?
You can find your insurance information on your insurance card or your insurance provider’s website. If you are covered by your parents’ insurance, they would be able to provide you with the information requested in Meta.
How can I use my parents’ insurance without them knowing?
Depending on how your insurance provider reports usage to the primary insurance holder, your parents may not know you went to therapy. If usage reports are sent, and/or your parents check usage via their insurance portal or call the insurance company directly, then they may be able to see when and how the insurance was used.
What should I do if my insurance isn’t listed?
There are over 600 insurance companies listed in the app. Take a close look at your insurance card and make sure you are searching by the main company name. If it’s not listed or you’re having difficulty locating the name, please contact us at support@meta.app or at 833-844-META (6382) so we can assist you in the process.
I’m unsure about some of this information. Can I go back and change it later?
Yes. You can change any information after you’re on the app by going to the Settings button and choosing “Update Your Profile.”

How to Use Meta

Can I choose any therapist I want?

 Yes, you’re welcome to choose any therapist you want. To help narrow down your choices you can use the advanced filters to ensure the therapist fits your needs and takes your insurance. 

What is the difference between a ‘consultation’ and ‘therapy session’?
A therapist cannot officially begin therapy with you until you’ve complete the required paperwork. This is a legal requirement, similar to the paperwork you’re required to complete when you visit a primary care physician for the first time. This is typically done during your first meeting (aka “consultation”): you’ll be asked to sign a couple of forms via the Meta app, then you’re cleared to move on to a “therapy session.” While it’s possible to transition from consultation to therapy during your first session, some therapists prefer to handle paperwork sign-off and consultation separately, before diving into therapy.
Why are there no results for my filters?
Sometimes, Meta will find it challenging to match therapists to meet every filter criteria you provide in the search screen. Review your criteria and consider sticking to only those that really matter. If you still can’t find a therapist, please call Meta support (833-844-META) or send an email to Meta support.
What kind of therapists are on Meta?
Only licensed therapists are included in the Meta directory. We do not accept interns or therapists who haven’t completed training hours or earned their degree. All therapists are authenticated and validated before they are cleared to provide you service.
I like to work with a therapist who is not in my state. Can I do it?
It depends on the therapist and their licensing credentials. State laws require therapists to counsel only in states where they are licensed to practice. To ensure that we comply with state laws, we match your address to therapists who are properly licensed to provide you service.
What should I do if my therapist is unavailable and I need to talk to someone?
Meta is not for emergency purposes – if you are in crisis, call 9-1-1 immediately
What should I do if my therapist does not answer or if the connection gets dropped?
For starters, send your therapist a chat message letting him/her know that you’re trying to call/video chat. Try again in 5 minutes, or message your therapist to reschedule. If the connection gets dropped during a session, try moving to an area with Wi-Fi or a better cellular signal. Generally, therapists determine if/how they will make up for any lost time.
What should I do if my therapist is not responding to me?

If you have attempted contacting your therapist through Meta and have not received a response after a reasonable period of time, contact Meta at 833-844-META and let us know that you are having trouble getting into contact with your therapist.

What should I do if my therapist leaves Meta?

Your provider will help you decide how best to move forward with your therapy.

How can I reach my therapist outside of the app?

Meta has all the options for contacting therapists within the app through chat, audio and video calling. However, if still feel you need to contact your therapist outside of the app, this a good conversation to have your therapist during your next session.

Why does my chat history disappear after 24 hours?
To protect your privacy, all chat messages with a therapist will be deleted 24 hours after the system detects that you saw the message.
What is the best way to use Meta?

Complete your profile in full as soon as you download Meta. This will provide you the best user experience when searching for and engaging with a therapist. Use the chat feature to reach out to your therapist and discuss things that need attention. Meta is not for emergency service. If you need immediate assistance, call 911.

Making Payments

How do I pay for therapy sessions?
Through the Meta app, you can pay for your insurance co-pay, or the session amount in full.
How much does Meta cost?
Meta is free to use. However, when you have a therapy session, you will need to pay the therapist for the services rendered.
Do all therapists take insurance?
No. Some therapists do not take insurance, in which case you would have to pay out-of-pocket. If you don’t want to pay out-of-pocket, you can use our search filters to find therapists that accept your insurance.
How many sessions can I attend with my insurance? How many without insurance?
It depends on your insurance. Many times, this is determined by your therapist. If your therapist says you need a session every week, insurance will typically cover weekly sessions, and all you’d pay is your deductible or co-pay. If you are paying for your sessions out-of-pocket, you can go to as many sessions as you would like, but it’s best to follow a schedule assigned by your therapist.

Technical Support

If I’m having issues while using the app, where can I get support?
Meta has a support center that you can call if you encounter any issues. They can be reached at 833-844-META from 8am (CST) to 5pm (CST) Monday through Friday.
What if I want to delete my profile?

You can deactivate your profile at any time by going to settings, manage account, and selecting deactivate account. You can reactivate at any time by simply logging back into the app.

Privacy

How is my privacy protected?

All information is completely secure in accordance with HIPAA and HITRUST regulations. For details, please refer to our Privacy Policy.

How does Meta use my data? Do they sell it to third parties?

All information is completely secure in accordance with HIPAA and HITRUST regulations and thus Meta does not sell any data to third parties. For details, please refer to our Privacy Policy.
https://www.meta.app/privacy-policy/

What happens to my profile/data if I leave Meta?
If you choose to delete your Meta profile, the system will prevent all future access to your profile. Data that was recorded in Meta by any therapist as part of treatment will remain in the system in accordance with HIPAA and legal requirements.

Using Meta for Providers

Meta Overview

What is Meta?
Meta provides online therapy via mobile phone, tablet and desktop platforms. Using the free iPhone and Android app, students can sign up, search for and connect instantly with therapists for chat, video or phone therapy sessions — confidentially, anywhere.
What makes Meta different from its competitors?
Meta is the only platform developed to specifically meet the needs of therapists, directly connecting you with the students who need you most.

Online Counseling Overview

What is online counseling?
Online counseling is the use of telecommunications technologies to support remote, web-based clinical health care. This includes the use of chat, video, and phone technologies to deliver health care services.
How effective is online counseling treatment?
Studies show that online counseling not only provides a comfortable setting for care, but that this type of counseling may also improve outcomes. Numerous articles have been published highlighting the effectiveness of using phone and/or video conferencing for mental health counseling.

Setting Up Your Profile

Who can set up a Meta profile?
Only licensed therapists can set up a Meta profile and partake in the Meta directory. We do not accept interns or therapists with limited licensure. As long as you have a valid, active license issued by a state board and are able to practice independently, you are welcome on Meta.
How long will it take to set up my Meta profile?
The profile set-up process can typically be completed in 10 to 15 minutes. You will be asked to provide a photo, areas of specialty, personal bio, practice and license information, and an optional video introduction. Once you have set up your profile, your credentials will be verified within 2-3 business days pending review with respective state licensing boards. Upon verification of credentials, you will be notified and can start using Meta immediately.
Can I copy and paste my profile information from another source?
Yes. You can copy your information from a Word doc or another source so long as you have permission to do so. We strongly recommend that you thoroughly review your profile to verify that it accurately represents you and your practice to Meta’s audience. Does your practice information properly convey your services, core values, and specialties? Consider checking out our Best Practices blog entries for tips on uploading your profile photo, video, and description.
Why do I need to upload a photo ID?
Verifying the identity of a therapist is an essential step in our verification process. We require all therapists to upload a government issued photo ID.
Why won’t my photo upload?
Photo upload failures can can happen for multiple reasons. Be sure you have required bandwidth to upload your profile picture file, and that it complies with Meta’s format and size specifications.  Consider checking out our Best Practices blog entries for tips on uploading your profile picture, video, and description.
Why won’t my video upload?
Video upload failures can happen for multiple reasons. Be sure you have required bandwidth to upload your video file, and that it complies with Meta’s format and size specifications.  Consider checking out our Best Practices blog entries for tips on uploading your profile picture, video, and description.
My license title is not listed. What should I do?
Meta’s platform is designed for those holding a license that allows for mental health facilitation in a private practice setting. If your license title is not listed, and you are permitted to provide independent practice in the state you selected, please contact Meta support.
My specialty is not on the offered list. What should I do?
Meta lists the most common and relevant issues to its client market: college students. In the event that you are not able to find a listed specialty that encompasses your work, please contact Meta support.
I don’t have an NPI number. Can I still set up my profile?
Yes. NPI numbers are not required for Meta.
I am not ready to publish my profile. Can I save it and work on it later?
Yes. You can edit or add to your profile at any time. Keep in mind that the more complete your profile is, the better you will serve your potential clients.
My profile was not approved. Now what?
If for some reason your license and other identifying information cannot be verified by Meta, a support representative will contact you directly to clarify what additional information may be needed.

How to Use Meta

What do I need to access Meta?
The Meta platform can be accessed through a computer, tablet, or phone connected to the internet and a webcam. To ensure the highest quality interaction with your clients, we recommend you use a modern laptop/desktop that’s equipped with a good microphone and webcam, and ensure your internet upload and download speeds are consistent with the standards of two-way streaming video.
How does my profile appear to potential clients?
Once logged into the app, students can search therapist profiles based on specialty and insurance carrier. Their results are sorted by location and/or specialty. For a more detailed look, check out the Student App navigation video.
How do potential clients contact me to initiate a consultation or therapy?
While you are online, potential clients can reach you via instant message to initiate a phone or video call for a free consultation. While offline, potential clients can leave you a message to ask questions or schedule a consultation.
How can I reach a client outside of the Meta platform?
The Meta platform is a HIPAA compliant, full communication suite — including messaging, voice and video calling. If you need to contact a client outside the platform, please follow your procedures in compliance with your HIPAA privacy practices.
Are there specific times I have to be logged on to the Meta platform?
No. You can be on Meta whenever you choose. Setting your status to “Online” increases your chances of being contacted by a potential new client. Bearing in mind students’ varying schedules (late-night studying, early-morning cramming), you may find advantages to being online during nontraditional hours.
Is there a limit to how many clients I can have?
No. You can see as many or as few clients as you choose. We recommend you consider your professional ethical guidelines as you build your practice.
What is the best way to use Meta?
To take full advantage of Meta, set your profile as “Online” when you’re not in session with clients and during non-clinical hours when you can speak to new clients. When you’re online, there’s a higher chance for a potential client to contact you.

Client Billing

How much does Meta cost my clients?
The Meta app is free to use, so clients only pay what a given therapist charges for services.
How are client payments processed?
As part of the set-up process, you are required to establish an account with Meta’s payment processor. Upon completion of a session, you can charge your client within the Meta platform and have the amount deposited directly into your bank account.
How do insurance claims and co-pays work?
The same way they work outside of Meta. As a therapist, you are granted access to your client’s insurance and co-pay information, which is required of clients during account set-up. Thereafter, you can process a co-pay as a standard payment.
I don’t accept insurance. Can I still charge clients through the Meta platform?
Yes. You do not need to accept insurance to use the Meta platform. To appeal to a broader base of clients, consider becoming empaneled with at least one insurance carrier.

Technical Support

If I’m having issues while using the platform, where can I get support?
Meta has a support center you can call if you encounter any issues. They can be reached at 833-844-META from 8am (CST) to 5pm (CST) Monday through Friday.
What happens if I forget my password?
If you forget your password, you can click the Forgot My Password button which will direct you to the Reset Password form. Click the verification email and change your password to regain access to your profile. Be sure to add “support@meta.app” to your address book to ensure delivery of Meta emails. If you do not see the password reset email in your inbox, check your SPAM/Junk Mail folder. If you continue to experience issues in resetting your password, please contact us at 833-844-META or support@meta.app.
How do I block or report a client?
If you wish to report a client, click the “Report” button, provide a reason for why you want to report the client (avoid any information that may break HIPAA’s client-therapist confidentiality), and your message will be sent to the Support team. Note: After you report a client, their profile will no longer be visible to you. Please consider this feature carefully as you will no longer see his/her profile and information, and consult your regulatory board for laws that may affect your decision (i.e. abandonment).
How do I send my Privacy Practices and Informed Consent documents to my client?
After an initial consultation with a potential client, you can send documents directly to the client by clicking the XXXX button. These documents will appear as an action item for the client to read, acknowledge, and accept. Copies of accepted documents will be available to the client in his/her profile, and to you within your Account Settings portal.
What if I want to delete my profile?
You may delete your profile at any time by selecting “Deactivate Profile” in the Account Settings menu. Note: It is imperative that you export all of your client information from the platform before deleting your profile. Once your profile is deleted you will no longer have access to this information. Consult your regulatory board for laws that may affect your decision (i.e., abandonment).

Privacy

How secure is the Meta platform?
All information is completely secure in accordance with HIPAA and HITRUST regulations. For details, please refer to our Privacy Policy.
How does Meta use patient/client data?
Meta secures patient/client data in accordance with HIPAA and HITRUST regulations. For details, please review our Privacy Policy to learn more.
What happens to my data if I delete my Meta profile?
If you choose to delete your Meta profile, the system will prevent all future access to your profile. Before deleting your profile, you will need export your patient/client data in accordance with your license and state requirements. If you need assistance in exporting this data, please contact our concierge team via support@meta.app.
What happens to my clients’ data if I delete my Meta profile?
Patient/client data that was recorded via the Meta platform will remain in the system in accordance with HIPPA requirements. If you need access to this data please contact our concierge team via support@meta.app.