What are BetterMynd credits?
BetterMynd credits are used to book 50-minute, HIPAA-compliant teletherapy sessions with a licensed in-state counselor. Each session requires 1 credit to schedule.
1 Individual Session Credit = 1 50-Minute Individual Counseling Session
Do credits expire?
No, BetterMynd credits do not expire as long as a campus is partnered with BetterMynd. Credits roll over year after year at no additional charge to the organization.
Can organizations purchase more credits?
Yes! Organizations can purchase additional credits at any time, starting at 50 credits per purchase. Pricing is customized based on the organization’s contract.
How can administrators track credit usage?
Administrators can log in to the BetterMynd portal and navigate to the Credits tab to monitor credit usage. A predictive tool in the top right of the portal estimates how long the remaining credits will last based on current usage trends.
When are credits deducted from the organization’s balance?
A credit is deducted only after a session is booked and accepted by a counselor. If the counselor does not accept the session within 24 hours, the credit is automatically refunded.
How are refunds processed?
Automatic refunds occur if the session is canceled at least 24 hours in advance or if the counselor does not accept the session.
If a user experiences technical issues or was unable to attend due to personal reasons, they can contact support@bettermynd.com for a refund request.
Can credits be reassigned between users?
Yes, credits can be reassigned. However, they are not deducted from the organization’s balance until a user books a session.
Best practice tip: Unless a user is no longer allowed to access campus resources, you can leave their credits in their account. It will not affect other students’ ability to use credits.
Can administrators set credit limits for users?
Yes! Organizations can define credit limits. BetterMynd recommends assigning 5-10 credits per semester, based on research from the Center for Collegiate Mental Health.
Will administrators be notified when credits are running low?
There is no automatic notification, but your Campus Success Director will proactively reach out when the credit balance is getting low. Typically, we will reach out when credits provide less than 90 days of coverage at current usage rates.
Can users see their remaining credit balance?
Yes! Users can check their available credits anytime in the BetterMynd portal dashboard.
What happens when a user runs out of credits?
If a user depletes their assigned credits, they are automatically switched to self-pay at a rate of $95 per session.
Most institutions will include contact information for users to request additional credits from a campus-designated point of contact.
BetterMynd is now beta testing a credit request feature within the platform. Please reach out to your Campus Success Director if you would like to join the test.
Can users transfer unused credits to another user?
No, credits cannot be transferred between users. However, since they are not removed until a session is scheduled, unused credits are not deducted from the campus' resources.
What happens to a credit if a user cancels or no-shows?
If a user cancels less than 24 hours before the session or no-shows, the credit is not refunded. If a user cancels ahead of 24 hours, the credit is automatically refunded.
How long does it take for a refunded credit to appear?
Refunds are immediate, but users should allow 24 hours for the credit to reflect in their account.
Are there organization-specific credit policies?
Yes, policies may vary. Users can find their institution’s unique credit policies at the bottom of their BetterMynd homepage or in the FAQ tab after logging in.
Can organizations set different credit limits for different user groups?
Yes! Administrators can allocate different credit amounts based on user need. Contact your BetterMynd Campus Success Director if you'd like to discuss tracking a specific group of students.
Can administrators adjust credit allocations at any time?
Yes, organizations can adjust credit allocations at any time, even mid-semester.
Can users book multiple sessions in advance?
Yes! Users are able to book multiple upcoming sessions at once.
What happens if an organization’s credit balance reaches zero?
Once an organization runs out of credits:
- The platform automatically switches users to self-pay.
- No overage charges occur for the organization.
- Users can still book sessions, but they must pay out of pocket.
Can users pay for sessions out of pocket if they run out of credits?
Yes, users can pay for additional sessions at $95 per session without administrator approval.
Can organizations purchase a large batch of credits at a discount?
Yes, bulk purchasing options are available. Please reach out to your Campus Success Director for details.
Need More Help?
For further assistance, contact your Campus Success Director or email support@bettermynd.com.