Frequently asked questions

Here’s how to get started with online therapy or psychological counselling at Instahelp in 3 steps:

1. Find the right psychologist: Answer a few questions and receive suggestions for psychologists who are a good fit for you through our smart matchmaking system. Selecting a psychologist and registration are free.

2. Non-binding initial consultation: Once you’ve made your selection, you’ll activate your online therapy or counselling session. Your psychologist will contact you within 24 hours. During the initial consultation, you’ll get to know each other and discuss the next steps.

3. Start therapy or counselling: Your psychologist will support you throughout the entire process. You’ll work together to tailor the intensity and frequency to your individual needs.

Here you'll find an overview of current prices and counselling options: https://instahelp.me/en/prices

Payment can be made via credit card, PayPal, Google Pay, or Apple Pay and is processed automatically starting with the second session to ensure that counselling can continue seamlessly. Another charge will not be processed until the currently paid-for session has been completed. You can end the counselling at any time, though you can continue to use the service for the period you’ve already paid for.

Your therapy and counselling are always tailored entirely to your needs and consist of three steps:

1. Matching and Psychologist Selection: Based on the information you provide, our free matching service suggests suitable psychologists – you decide who’s the best fit for you. Within 24 hours, the psychologist you’ve selected will contact you to schedule an initial consultation.

2. Initial Consultation: You’ll get to know each other, explore your concerns together, and set goals as well as outline the next steps.

3. Therapy or Counselling: Starting with the second session, you’ll work on your issue in a solution-focused way – with personalized exercises for everyday life and ongoing review of your goals.

At the end, you’ll look back together on the course of your psychological support and look ahead to the future.

At Instahelp, you’ll receive clinical psychological treatment and counselling in accordance with scientific and professional ethical standards.

Once you've selected a psychologist, you can expect an initial response within 24 hours. After that, you'll work with your psychologist to determine the frequency of your sessions.

Online therapy and psychological counselling through Instahelp are not a substitute for in-person medical or psychological counselling or treatment. Instahelp should not be used in cases of psychosis, severe trauma, suicidal thoughts, or severe addiction. In crisis or emergency situations, please contact your doctor immediately or reach out to the following services (free of charge):

• Telephone Counselling: 0800 111 0 111 or 0800 111 0 222
  telefonseelsorge.de: https://www.telefonseelsorge.de

• Counselling for Children and Adolescents: 116 111

• nummergegenkummer.de: https://www.nummergegenkummer.de

• Medical On-Call Service: 116 117

• Parent Helpline: 0800 110550

• Crisis chat for people under 25: https://krisenchat.de

In general, Instahelp is available to individuals who are at least 16 years of age. However, if a parent or guardian gives consent and handles the payments, Instahelp may also be used by individuals under the age of 16. In this case, a parent or guardian must briefly inform the psychologist via chat message or during the call.

All psychologists at Instahelp are experienced clinical and health psychologists, as well as psychological psychotherapists, with at least 3 years of professional experience in supporting clients. In addition, all psychologists at Instahelp have completed additional training in “online counselling.” You can find an overview of the psychologists at Instahelp here: https://instahelp.me/en/online-psychologists/

We place the highest value on excellent counselling quality. Together with our psychological partner, Sigmund Freud PrivatUniversität Vienna, we have developed the university course “Online Counselling” – tailored specifically to counselling at Instahelp. The instructors are specialists in the field of online therapy and psychological counselling and deliver high-quality, practice-oriented content. This ensures that our psychologists are optimally prepared for their work at Instahelp and can provide you with long-term support for your well-being.

All psychologists at Instahelp are subject to strict quality criteria and are carefully selected. The requirements for working as a psychologist at Instahelp are:

• Germany: A successful degree in psychology (Diplom or Master’s) is required, along with a focus on clinical psychology as a specialization or exam subject; licensure as a psychological psychotherapist is an advantage

• Austria: Postgraduate training in “Clinical Psychology” and registration on the list maintained by the Federal Ministry of Health are required

• At least 3 years of experience working with clients

• Successful completion of the “Online Counselling” qualification course at Sigmund Freud Private University

• Willingness to work with at least 5 clients and to work evenings and weekends

• Possession of a VAT identification number (upon signing the contract)

• Professional liability insurance

For more information on applying and working as a psychologist at Instahelp, visit: https://instahelp.me/en/instahelp-psychologists/

Yes, Instahelp is ideal for supporting your employees’ mental health. Counselling is provided anonymously, which helps keep the barrier to using the service as low as possible. We also offer counselling in over 20 languages – making it perfect for international teams as well.

Learn more about our corporate offerings here.

With Instahelp, you can access both online psychological counselling and online therapy.

Online psychological therapy involves the treatment of clinical conditions (e.g., depression, anxiety disorders) through psychological interventions via synchronous video calls. It is currently available exclusively in Austria.

Psychological counselling provides support for mental health challenges such as stress, anxiety, depressive moods, relationship issues, emotional challenges, or difficult life stages.

Instahelp thus provides a low-threshold, supplementary service to the existing local counselling system and can be used either on its own or in conjunction with in-person psychological treatment or psychotherapy.

Online therapy or psychological counselling offers you the following advantages over in-person support:

Complete anonymity: You can choose your own display name and use an anonymous email address. This allows you to remain completely anonymous throughout the entire process.
Choice of communication method: Decide for yourself whether you want to communicate via video call, phone call, or text chat – without any awkward waiting room situations.
Location flexibility: Access counselling from anywhere. The Instahelp app is available for desktop, tablet, and smartphone.
Flexible scheduling: Get counselling when it’s convenient for you – even in the evenings or on weekends. No waiting times, no appointments, no travel: Your psychologist will reach out to you within 24 hours of your initial contact.

You don’t necessarily need to prepare for the initial consultation; you’ll work through all the important details together during the session. The main point is for you to come in and get to know your psychologist.

During the initial consultation, you’ll have the opportunity to talk about what brought you to Instahelp and ask any questions you may have. Together, you’ll set a counselling goal or focus for the coming weeks and discuss how often you’ll meet.

Learn more about how it works here: https://instahelp.me/en/magazine/mental-health/what-can-i-expect-from-online-counselling

The session takes place directly in the Instahelp app – you decide whether it’s via video call, phone call, or text chat. If you’d like, you can remain completely anonymous. Thanks to end-to-end encryption, all conversations are secure and compliant with data protection regulations.

After selecting a psychologist, you’ll receive a response within 24 hours to schedule an initial consultation. After that, you can work with your psychologist to determine the frequency of your therapy or counselling sessions.

Yes, you choose a psychologist who’s the best fit for you and your needs. Our smart matching feature helps you with this and shows you suitable suggestions. The psychologist you select will be available to you throughout the entire course of your online therapy or psychological counselling in your very own private counselling room. However, you also have the option to switch psychologists at any time.

The relationship with your psychologist plays a key role in the success of your psychological counselling. If the chemistry isn’t right or you’d like to try a different approach, you can switch psychologists at any time —to do so, go to the settings in the Instahelp app, select “Manage Counselling,” then click “More Info” and “Switch Psychologists.”

Set aside some time for yourself before and after your session. When scheduling your appointment, be sure to build in some extra time so you can:

• step away from your daily routine before the session begins, wind down, and get comfortable.

• reflect on what was discussed or finish your notes after the session ends.

This way, you can get the most out of every session, maintain that sense of relaxation for as long as possible, and apply your insights to your daily life.

Whether you’re relaxing on the couch or focused at your desk, with a cappuccino or tea: These tips will help you create the right setting for your counselling session.

• Choose a quiet place and make yourself comfortable there – after all, you’ll often be talking or writing about topics you don’t want to share with just anyone.

• Turn off digital distractions: Put your smartphone aside and close any unnecessary browser tabs.

• For video or phone calls, it’s best to use headphones – this ensures greater privacy and better mutual understanding.

• Have a pen and paper ready in case you want to take notes.

Video call or phone call: Most counselling sessions at Instahelp take place via video call. Online therapy requires a synchronous video call. Video calls come closest to a face-to-face conversation: thanks to body language and facial expressions, you can understand each other even better. However, you can turn off your video at any time if that makes you feel more comfortable – then it’s just like a phone call.

Text chat: Some people find it easier to put their experiences, thoughts, or feelings into words in a written exchange – in a structured way, without getting stuck in a loop of repetitive thoughts. Simply writing down your feelings can be a relief, and just like in a diary, you can reread your messages at any time. The key is that you enjoy writing and take the time to do so.

At Instahelp, you also have the option of participating in online couples therapy. The prerequisite for this is that you are able to attend the counselling session together via video call, sharing the same screen. Just like with individual therapy or counselling, online couples therapy begins with a joint initial session in which you discuss your concerns, challenges, and expectations.

Here you’ll find all the psychologists offering couples therapy at Instahelp: https://instahelp.me/en/psychologists/couples-counselling

In the Instahelp app settings, you’ll find the “Manage Counselling” menu item. Click “Manage Counselling” to view your current payment settings. In the payment settings, you’ll see your current counselling plan and its expiration date. Below that, you’ll also see the date of your next scheduled renewal, including the details of your next counselling plan.

If you’d like to change your counselling plan for the next renewal, please contact your psychologist. This screen displays your selected counselling plan (50 min., 30 min.). You’ll see your selected plan and the amount you paid for it. Here you’ll find an overview of current prices and the scope of services: https://instahelp.me/en/prices

At Instahelp , there is generally a 24-hour cancellation policy: An appointment must be canceled or rescheduled at least 24 hours in advance – even in the event of illness or similar reasons. Otherwise, your psychologist is still entitled to payment, since the reserved time slot can no longer be assigned to another client.

You decide on a case-by-case basis how and when you communicate with your psychologist. Mutual adherence to appointment schedules and a responsible approach to rescheduling are essential for a smooth working relationship.

If you haven’t agreed on a specific cancellation policy with your psychologist, the 24-hour rule applies: Let your psychologist know directly in the Instahelp app at least 24 hours before the appointment if you can’t make it. For cancellations made later than this, the counselling fee cannot be refunded, as experience has shown that the reserved time slot cannot be reassigned to another client – similar to the practice with other medical or psychosocial professionals. If you arrive late, the missed time generally cannot be added to the end of the session or made up at a later time.

Of course, this 24-hour rule also applies to your psychologist. In that case, you’ll be given the next available alternative appointment.

Payment for sessions is due in advance. Instahelp Support reviews all refund requests on a case-by-case basis in collaboration with the psychologists involved. If a refund is not possible, a credit toward future services may be issued in justified cases.

Do you have any suggestions for improving your experience with Instahelp? Feel free to email us at support@instahelp.me

In the Instahelp app settings (three-dot menu in the top-right corner), you'll find the "Manage Counselling" option. There, you can view your current payment settings. To end your counselling, click “End Counselling” and confirm your selection on the next screen. You can do this at any time up until immediately before your next payment is due.

You can continue to communicate with your psychologist and use any remaining sessions. After that, no further charges will be made, and your counselling slot will be made available to others.

Some public health insurance plans, private insurers, and other partners cover the cost of online therapy and psychological counselling through Instahelp. Customers of Merkur Versicherung (Austria) and customers of Allianz Elementar Insurance Austria with the “Wahlarzt-Paket Extra” plan can use Instahelp’s online psychological counselling free of charge.

Cost subsidies from public health insurance providers in Austria: As of January 1, 2025, the costs of online psychological therapy in Austria can be submitted to public health insurance providers for reimbursement. For more information on cost reimbursement, click here or contact your statutory health insurance provider directly: ÖGK: https://www.gesundheitskasse.at
SVS: https://www.svs.at
BVAEB: https://www.bvaeb.at

To confirm your consultation and payment with Instahelp, you can download a receipt directly from the platform.

To do this, go to the “Manage Sessions” section in the three-dot menu, enable receipt of receipts, and enter the necessary information, which will then appear on the receipts.

Please note: This information is end-to-end encrypted and is visible only to you and your psychologist. Receipts can only be generated after the session has taken place. This means receipts are not generated at the time of payment. Once receipts are generated, they will be available for download under “Manage Sessions” after each session is completed.

Can’t find any or all of your receipts even though the feature is activated? Then these are likely sessions that have already been completed and took place in the past. In this case, please contact your psychologist. Please note that you can receive receipts retroactively for up to 16 months.

Payment for the consultation is always due in advance. This means that you must activate your next session by making a payment before the next appointment can take place. The payment that has already been charged will therefore be applied to your upcoming session. This credit remains available to you until your next session actually takes place. As long as you haven’t used this session, no further amount will be charged (regardless of your chosen consultation interval).

A session can be refunded if it has not yet taken place and the scheduled appointment was canceled at least 24 hours in advance. If both conditions are met, simply contact your psychologist in the Instahelp app. You will then receive a refund of the amount paid within a maximum of 7 business days, depending on your chosen payment method (exception: refunds to credit cards may take until the end of the respective month).

Instahelp offers online psychological therapy in Austria provided by clinical psychologists. You can apply for a cost subsidy from your statutory health insurance provider.

The following requirements apply:

• You must be insured through a statutory health insurance provider in Austria: First, indicate in the matching process whether you are insured in Austria. Psychologists who meet the requirements for online psychological therapy in Austria will be prioritized and displayed in the first section. You’ll also find information in the “Here for You” tab of our psychologists’ profiles indicating whether a cost subsidy is available.

• Medical Certification: To apply for a cost subsidy, you must obtain a medical certification from a doctor before the second session. It is important that psychological therapy begins within 3 months of the medical certificate being issued. This form (the medical certificate) must be completed by your doctor.

• Diagnosis: To qualify for a cost subsidy, a diagnosis must be listed on the invoice. If you already have a diagnosis that is no older than 3 months, please inform your psychologist. If not, you will discuss this together during your online psychological therapy sessions.

• Psychological Therapy via Video Call: It is required by law that online therapy be conducted via video call. Please note that Instahelp cannot guarantee whether or to what extent your health insurance provider will subsidize your online therapy.

If you use Instahelp’s online therapy service, you can download the invoice directly from the platform and submit it to your health insurance provider or insurance company.

To do this, go to “Manage Sessions,” enable the option to receive receipts, and enter the necessary information that must be included on the fee statement. Instahelp automatically generates a fee statement containing the information required by statutory health insurance providers as soon as all necessary data from you and the psychologist is available.

Fee statements are issued separately for each session and are available for download under “Manage Counselling” after each session is completed.

According to current information from the statutory health insurance providers, it is possible to submit multiple fee invoices at the same time. Please note: Instahelp does not have access to the data you provide. The fee invoices are stored in the counselling room with end-to-end encryption and can only be viewed by you and your psychologist.

Are you not seeing any fee invoices in the Instahelp app? This may be due to the following reasons:

• You have not enabled the receipt of receipts or have not entered all the required data.

• Your psychologist has not yet created the fee invoice.

The amount of the cost subsidy for psychological therapy varies depending on the statutory health insurance provider.

Here is an overview (as of January 2026):

• Austrian Health Insurance Fund (ÖGK):

  • 30-minute session: €19.30

  • 60-minute session: €33.70

• Social Insurance Institution for the Self-Employed (SVS):

  • Session of 25 minutes or more: €29.18

  • Session of 50 minutes or more: €50.00

• Insurance Institution for Public Servants, Railways, and Mining (BVAEB):

  • Session of 25 minutes or more: €29.20

• Session of 50 minutes or more: €50.20

The figures refer to the amount of a possible cost subsidy per session. You can find an overview of Instahelp’s prices here: https://instahelp.me/en/prices

To receive the cost subsidy for up to the 10th session, you must submit the invoices for psychological therapy and the doctor’s confirmation to your respective statutory health insurance provider.

You can obtain more detailed information from your statutory health insurance provider:

ÖGK: https://www.gesundheitskasse.at
SVS: https://www.svs.at
BVAEB: https://www.bvaeb.at

To ensure that the cost subsidy is granted beyond the 10th session, you must submit an application for the cost subsidy in a timely manner. You can obtain further information from your psychologist.

To be eligible for a possible cost subsidy starting with the first session, the doctor's note must be obtained before the second session. If the doctor's note is obtained at a later date, only one previous session may be submitted retroactively.

Our matching service will help you choose a psychologist. Once you’ve selected a psychologist, you’ll be taken directly to the registration page, where you can create an Instahelp account so you can log in to your private counselling room in the future.

To do this, choose an anonymous display name, enter your email address, and set a password.

You can use your email address and Instahelp password to log in at any time on all Instahelp apps (computer, smartphone, tablet). Your psychologist will not see your email address.

During registration, you’ll choose an anonymous display name and enter your email address (you can also use an address that doesn’t reveal your name). The Instahelp team does not have access to your email address during the consultation. It is used only if you forget your password or would like to receive additional information via email.

Yes. All data you exchange with Instahelp is end-to-end encrypted.

Your messages are protected by a secret key that only you and your psychologist have access to.

The key is automatically regenerated every time you log in and is stored exclusively on your device during your session. This ensures that your messages cannot be decrypted or read, even if the Instahelp servers are attacked.

To use the Instahelp app, all you need is a standard browser – whether on a computer, tablet, or smartphone.

Supported browsers
We recommend using a Chrome-based browser such as Google Chrome, Microsoft Edge, Brave, or Vivaldi. Apple Safari, Mozilla Firefox, and Opera are also supported. Please always use the latest browser version.

No additional software installation is required.

Using Instahelp on a smartphone or tablet
For mobile devices, we recommend downloading the Instahelp app directly from the relevant app store instead of using it in the browser:

• Google Play Store: https://play.google.com

• Apple App Store: https://itunes.apple.com

Supported browsers and operating systems

• Google Chrome, version 80+: OS X 10.13+, Windows 7+, Android 8.0+, iOS 15.0+

• Firefox, version 78+: OS X 10.13+, Windows 7+, Android 8.0+, iOS 15.0+

• Edge, version 81+: Windows 10+, Android 8.0+, iOS 15.0+

• Safari, version 11+: OS X 10.13+, iOS 14.5+

• Opera, version 69+: OS X 10.13+, Windows 7+, Android 8.0+

Instahelp Communications GmbH is the developer of the Instahelp app for Android, iOS, and web browsers.

A call via the Instahelp app can only be initiated by your psychologist. To do this, you’ll schedule an appointment together. At the agreed-upon time, your psychologist will call you.

Please log in to your Instahelp app in plenty of time for the call. A window will pop up directly in the Instahelp app so you can answer the call.

1. Computers: Please check to make sure you have the latest version of your browser installed. We recommend Google Chrome.

2. Smartphones: Please use the latest version of the Instahelp app from the Google Play Store or Apple App Store.

3. If you’re using Windows 10 and are having audio issues, you can find additional help on the following page: https://support.microsoft.com 5) If your camera isn’t working, please check the camera access permissions in your operating system and uninstall and reinstall the webcam drivers. You can find detailed instructions, for example for Windows 10, here: https://support.microsoft.com

If the problem persists despite the troubleshooting steps above, please contact Instahelp Support at support@instahelp.me.

1. Computer: Please check to make sure you have the latest version of your browser installed. We recommend Google Chrome.

2. Smartphone: Please use the latest version of the Instahelp app from the Google Play Store or Apple App Store.

3. For stable data transfer, a minimum of 1 Mbit/s is required for both downloads and uploads. You can test your internet connection speed on the following page: https://www.netztest.at

4. If you’re using Windows 10 and are having issues with sound, you can find additional help on the following page: https://support.microsoft.com

5. If possible, use a different internet connection (e.g., Wi-Fi or a mobile data connection via your smartphone).

If the problem persists despite the troubleshooting steps above, please contact Instahelp Support at support@instahelp.me.

If you see this error message, Instahelp is trying to connect to the server. This may take a few seconds if your internet connection is slow—please be patient. The message will disappear as soon as a connection is established. Without a connection to the server, new messages cannot be displayed. If the message remains on the screen, please review the following possible solutions:

1. Check to see if your internet connection is active and working.

2. Reload the Instahelp web app in your browser (F5 or “Refresh”) or close and reopen the Instahelp app on your smartphone or tablet to see if it was just a temporary issue.

3. If the error message continues to appear, try downloading the latest version of your web browser. The most popular browsers are Google Chrome and Firefox.

4. If the problem persists, you may be on a network (e.g., a corporate network) where WebSocket connections—which are required to use Instahelp—are blocked by a firewall. In this case, please contact our Instahelp Support team at support@instahelp.me.

Enhance your account's protection against unauthorized access by enabling two-factor authentication in addition to your password. You can use a passkey (or, alternatively, an authentication app) for this. You can also use multiple passkeys and an authentication app at the same time to access the Instahelp app on multiple devices (e.g., a computer and a smartphone). You don’t need a separate app to use a passkey. As long as your device’s operating system supports passkeys and you’ve enabled facial recognition or set up your fingerprint, you can easily and conveniently authenticate yourself using your device. Do not enable passkeys on shared devices.

Have you lost one of your devices, or does someone else have access to it? If so, disable two-factor authentication. This will invalidate all stored authentication methods. You can then add devices again by re-enabling two-factor authentication.

Want to use the Instahelp app on another device? By clicking “Change” under Edit Account > Two-Factor Authentication, you can add additional passkeys or an authentication app at any time.

Under Settings (the three-dot menu in the upper-right corner), you'll find the option to delete your account under "Edit Account." Doing so will permanently delete your saved account information and your access to your counselling room.

Become an Instahelp beta tester! By participating in the beta program, you’ll gain access to public beta versions of the Instahelp app and can test improvements or new features before they’re released. Your original settings and saved data will remain unchanged.

Here’s how to get access to the beta version of the Instahelp iOS app:

1. Go to https://testflight.apple.com/join/VpsoEYr4

2. Install the iOS TestFlight app from the App Store

3. Go back to https://testflight.apple.com/join/VpsoEYr4 and join the beta test. Please note that updates for beta apps are only available in the TestFlight app and not in the App Store. To enable automatic updates for beta iOS apps, simply tap the profile icon for your Apple ID. Then select “Automatic Updates” in the settings menu.

Here’s how to get access to the beta version of the Instahelp Android app:

• Open the Google Play Store.

• Tap the profile icon in the top-right corner.

• Tap “Manage apps and devices,” then “Installed.”

• Tap “Instahelp” to open the details page.

• Under “Sign up for the beta program,” tap “Join” and confirm your participation. Now you can install the latest public beta version.

Feel free to send us your feedback on new features if you notice anything in the beta app or encounter a problem: support@instahelp.me

Anyone with an active Instahelp account can participate in the referral program. The people invited through this program must meet the following requirements:

• They must be new to Instahelp. This means that people who already have an Instahelp account cannot participate in the program.

• Registration must be completed via the referral link you send.

• Only one account is allowed per user. Self-referrals or duplicate referrals are not permitted.

You can find the referral link directly in the Instahelp app under “Help Others Grow.” You can copy this link or send it directly via the social media or messaging app icons. You can share your referral link with as many people as you like.

For every successful referral, you’ll receive a 10€ bonus. For every fifth successful referral, you’ll receive a one-time 20€ bonus. This will be automatically deducted from the payment for your next consultation. You can view your current bonus balance at any time in your Instahelp account under “Help Others Grow.”

To receive a bonus, the people you invite must be new to Instahelp and must register via a referral link. Additionally, you’ll only receive your bonus once the people you invited have completed their initial consultation. Please note that if the initial consultation is canceled and a refund is issued, no bonus will be awarded. Verification that the consultation took place may take up to 72 hours.

For the person you invite: If someone registers with Instahelp using your referral link and schedules their initial consultation, they’ll receive a 10 € discount on the initial consultation.

Your accumulated bonuses will be automatically applied when you book your first or next follow-up consultation and deducted from the total amount. Please note that bonuses can only be redeemed in increments of 10, and a maximum of 40€ can be redeemed per consultation. Any remaining bonuses that cannot be redeemed in increments of 10 or that exceed 40€ will be saved for your next consultation and automatically applied at that time.

Cash redemption is not possible. The bonuses received can only be redeemed for future consultations.

No, your friends must sign up using your referral link and book their initial consultation. If they create an account without using that link, they won't count as successful referrals under our referral program.

If you end your consultation with Instahelp but keep your account, any existing bonus will remain and will be applied to future consultations. Please note, however: If we do not detect any account activity within 24 months, we reserve the right to deactivate your account, which will result in the forfeiture of any remaining bonus. If you deactivate your account yourself and still have a bonus, it will also be forfeited, as cash payouts are not possible.