This app is not for emergency purposes - if you are in a crisis, call 911 immediately.
FAQs
Providers
Users
Partners
Provider: Frequently Asked Questions
Overview
What is META?
META connects licensed providers to users seeking remote therapy sessions via an Uber-like app. Users send you a message to initiate or schedule a session.
What equipment do I need to access META?
To ensure the highest quality interaction with your clients, we recommend you use a modern laptop/desktop equipped with a good microphone and webcam.
Providers access META through their internet browser. We recommend using the latest versions of Google Chrome or Safari.
Ensure your internet upload and download speeds are consistent with the standards of two-way streaming video – a minimum of 3 Mbps upload/download.
Can I reach a client outside of the META?
The META platform is a HIPAA-compliant, full communication suite — including instant 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.
Can I cancel my account at any time without penalty?
Yes. You can close your account at any time if you wish.
Please consider your licensing rules when doing so, as you will lose access to any client data when doing so.
Our support team can help you if you have any questions at support@meta.app.
Why become a META provider?
META is the only platform developed to specifically meet the needs of therapists, directly connecting you with the users who need you most.
META users do not pay a subscription. They pay therapists directly, and our providers keep 100% of all their session profits.
META clients are schools and employers who frequently sponsor sessions for their students and employees.
Why is a credit card required during account setup if I have a free coupon code?
The card is used as an additional layer of protection to verify your identity.
If you have a coupon that provides you free access to the META platform, your card will not be billed during the length of your coupon validity.
How do I connect with clients?
Once logged into the app, students search therapist profiles based on specialty and insurance carrier. Their results are sorted by location and/or specialty.
While you are online, potential clients can contact you via instant message to initiate a phone or video call for a free consultation.
While you are offline, they can leave you a message to ask questions or schedule a consultation.
When should I be logged on to META?
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.
Client Billing
How much does META cost my clients?
The META app is free to use for users. Clients only need to pay their therapist for session charges.
How are client payments processed?
As part of the setup process, you are required to establish an account with META’s payment processor.
For user self-paid sessions:
Upon completion of a session, you can charge your client within the META platform and have the amount deposited directly into your bank account. Insurance is not required. Clients can pay out-of-pocket through the app.
For institution-covered sessions:
You’ll create an invoice on the platform at the end of your session. Payments are then processed by our team and direct deposited to you, or sent via check.
You are not required to participate in institution-sponsored session programs.
Institution-sponsored programs are designed to make access to therapy easier for users. If you choose not to participate, users will have to use their insurance or pay out of pocket for sessions.
For insurance claims and co-pays:
Insurance claims work the same way as 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.
Privacy
How secure is the META platform?
All information is completely secure in accordance with HIPAA and HITRUST regulations. All chats, and video and audio streams are end-to-end encrypted. For details, please refer to our Privacy Policy.
What happens to user data if I delete my profile?
If you choose to deactivate your META profile, the system will prevent all future access to your profile.
Before deactivating your profile, you will need to export your patient/client data in accordance with your license and state requirements.
Patient/client data that was recorded via the META platform will remain in the system in accordance with HIPPA requirements.
If you need assistance in exporting this data, please contact our concierge team via support@meta.app.
How does META handle user data?
META secures patient/client data in accordance with HIPAA and HITRUST regulations. We do not share client data with third parties other than anonymized information to our partnered colleges for the purpose of verifying student status and usage.
In some cases, an institution will require more information about a user to cover the costs of their session. In these instances, we will require approval from the user prior to sharing any session details with their institution.
For details, please review our Privacy Policy to learn more.
Profile Set Up
Who can set up a META profile?
Only licensed therapists can set up a META profile and join the META directory.
You are welcome on META as long as you have a valid, active license issued by a state board and can practice independently.
Can I import my profile information?
Yes. You can copy your information from a Word doc or another source. 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 our Best Practices blog entries for tips on uploading your profile photo, video, and description.
Why won’t my file upload?
Video & photo failures: Make sure you have the required bandwidth to upload your file, and that it complies with META’s format and size specifications.
Document failures: If your file isn’t in the correct format and you’re not sure how to convert it, please email the file to support@meta.app and we can convert it for you.
Consider checking our Best Practices blog entries for tips on uploading your profile picture, video, and description.
What if my specialty isn't listed?
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
What if my profile isn't approved?
If your license or other information cannot be verified by META, a support rep will contact you directly to clarify what additional information is needed.
How long does it take to set up my 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. View this blog for more information.
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.
What if my license or speciality isn't listed?
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.
Likewise, if you have a specialty that isn’t listed, please contact META support.
What if I don't have an NPI number?
No worries. NPI numbers are not required for META.
What if I want to delete my profile?
Before deleting your profile, please contact our concierge team via support@meta.app.
Technical Support
Where can I get support for technical issues?
META has a support center you can call if you encounter any issues. They can be reached at 833-844-META from 8am (CT) to 5pm (CT) Monday through Friday.
After hours, please send an email to 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).
What 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 resetting your password, please contact us at 833-844-META or support@meta.app.
How do I send my Privacy Practices and Informed Consent documents to my client?
After an initial consultation, 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 under “Clients.”
Users: Frequently Asked Questions
META Overview
What is META?
META is an Uber-like app that connects students and employees to a network of licensed mental health professionals for confidential voice, video, or chat sessions from anywhere.
How do sessions on META work?
Download the iOS or Android app and create an account. Then search for a provider and choose anyone you like. Send a message to start or schedule your session. Pay out-of-pocket or by insurance.
META Providers
Can I choose any therapist I want?
Yes, you’re welcome to choose any therapist you want.
Use the advanced filters to ensure the therapist fits your needs.
Many of our providers also take insurance.
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Why are there no results for my filters?
Sometimes META is unable to match every filter criteria you select.
Begin with a single, top-priority filter and add more to reduce the results.
If you still can’t find a therapist, please call META support (833-844-META) or send an email to support@meta.app.
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, contact META support (833-844-META) or send an email to support@meta.app and let us know.
We will help to reach out to the provider on your behalf. If that doesn’t work, we’ll help you find a provider that fits your needs and is more readily available.
What is the difference between a ‘consultation’ and ‘therapy session’?
A therapist cannot officially begin therapy with you until you’ve completed 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.
What kind of therapists are on META?
Only vetted, licensed therapists who have completed their rigorous training requirements set forth by the state they’re licensed in are included in the META directory.
We do not accept interns or therapists who haven’t completed the training hours necessary or earned their degrees.
Can I work with therapist who is not in my state?
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 care.
Technical Support
Where can I get support if I'm having technical problems?
META has a support center that you can call if you encounter any issues. They can be reached at 833-844-METAfrom 8am (CST) to 5pm (CST) Monday through Friday.
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 if I want to deactivate 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.
Profile Creation
Why can’t I register?
Access to the META platform is governed by your institution’s eligibility file. If you are on the eligibility file, but still can’t authenticate, contact our support team at support@meta.app or at 833-844-META (6382).
If you believe you are eligible but not on the file, let us know and we’ll reach out to your institution on your behalf.
Do I have to tell my parents I am going to therapy? What about my parents' insurance?
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 their insurance provider’s policies, 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.
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.
If you are covered by a parents insurance policy, you should be able to contact the insurance company for more information on reporting.
Why do you need to know my university or employer information?
Your university or employer information helps us determine that you are eligible for META’s services. Access to META is restricted to sponsoring organizations.
We do not release any of your information to your organization without your consent.
Please read our Privacy Policy for additional information.
How old do I have to be to use META?
You have to be at least 18 years old to use the META app.
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 near 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.
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 will be able to provide you with the information requested in META.
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.
Contact us at support@meta.app or at 833-844-META (6382) if you need assistance in finding your insurance company.
Payments
How do I pay for therapy sessions?
Through the META app, you can pay through your insurance co-pay, or the session amount in full using a credit or debit card.
If your provider accepts your insurance, ask them to verify what your expected costs are.
If you’re institution is sponsoring sessions, and you’re still eligible, then the session cost will be covered by that program.
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 and their partnership with your insurance company.
If your therapist says you need a session every week, insurance will typically cover weekly sessions, and all you’ll need to 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.
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.
My school or employer is offering to pay for sessions. How do I find providers offering school-sponsored sessions?
Use the advanced filters to show providers offering school/employer-sponsored sessions. For more details, check out this guide.
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?
META does not sell any data to third parties.
All information is completely secure in accordance with HIPAA and HITRUST regulations. For details, please refer to our Privacy Policy.
What happens to my profile/data if I leave META?
If you choose to deactivate 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 your treatment will remain in the system in accordance with HIPAA and legal requirements.