If you’ve been online in the last few years, there’s a good chance you’ve seen or heard an ad for BetterHelp, the mental health platform offering online counseling and therapy services.
It sounds like a great idea, but many customer reviews are lackluster, and it’s caused some to ask, “Is BetterHelp a scam?” Well, it’s a complicated answer. No, BetterHelp isn’t a scam in the truest sense of the word; you can connect with a therapist via text message or video call.
But we’ve heard many of their customers complain of low-quality services—and many have returned to the traditional therapy model.
Continue reading to learn more!
Table of Contents
What Is BetterHelp?
Is BetterHelp A Scam?
Is Betterhelp Covered By Insurance?
Is BetterHelp Worth It?
Find A Pittsburgh Therapist
What Is BetterHelp?
As we mentioned earlier, BetterHelp positions itself as a convenient online platform for connecting with licensed therapists for virtual therapy sessions.
Interestingly, BetterHelp doesn’t just offer virtual calls; you can also message your therapist between and during sessions to tackle any issues you may be experiencing.
Other supposed benefits:
- Personalization – BetterHelp promises to connect you with a therapist with strengths in your background and needs.
- Specialization – BetterHelp promises access to therapists with various specialities—which is sometimes difficult to find locally in your region.
- Affordability – BetterHelp says it’s an affordable option, but it’s regularly not covered by insurance (though you can use FSA/HSA funds to pay). In addition, its monthly subscription is reportedly difficult to cancel, and some previous users have complained of charges even after successfully canceling their accounts.
Despite the reported perks, BetterHelp frequently comes up short on delivering value.
Is BetterHelp A Scam?
BetterHelp isn’t a scam; they promise therapy sessions, and they provide therapy sessions. However, not everyone is happy with the service.
Some of the biggest reasons:
1. Many users have had negative experiences with BetterHelp. Research from First Session Health found:
- 70% of BetterHelp users have a negative experience.
- 35% of BetterHelp users tried multiple therapists.
- 30% of BetterHelp users say BetterHelp negatively impacted their view of therapy and their likelihood of pursuing it in the future.
This last one is the most harmful. Research repeatedly shows therapy is effective and underutilized, meaning more people should adopt therapy to enhance their overall health.
Unfortunately, BetterHelp frequently scares users away from therapy altogether. This is especially alarming because BetterHelp positions itself as a simple, effective strategy for improved mental health, and it actively works to win over people who are hesitant to try therapy for the first time.
2. Pricing and insurance coverage are confusing and inconsistent. Unlike most therapy practices, BetterHelp works on a weekly subscription model that runs $70–$100 per week (about $280–$400 per month).
BetterHelp claims to be in talks with major insurance companies to provide covered therapy sessions, but coverage is often incomplete or unclear.
3. Privacy issues. Back in 2023, the Federal Trade Commission fined BetterHelp a whopping $7.8 million for failing to protect personal health information. In fact, BetterHelp shared email addresses, IP addresses, and health questionnaire responses with advertisers like Facebook.
This fine has since been followed up with class action lawsuits, especially from individuals who’ve been negatively impacted by BetterHelp’s data sharing and data breaches.
4. It’s still not a replacement for in-person therapy. Online therapy can be beneficial for many people. But individuals with complex mental health issues may find in-person therapy offers stronger, more consistent results.
But BetterHelp doesn’t and can’t offer in-person sessions, and it’s entirely online. This creates severe limitations on the level of care BetterHelp can deliver, and it means it won’t be fully effective if you have a history of severe mental health issues.
Common BetterHelp Complaints
You don’t have to search hard to find complaints about BetterHelp. The Better Business Bureau, for example, has compiled hundreds of individual complaints over the last few years, and many of the complaints highlight one of two issues:
- Payment Errors – Including automatic payments even after accounts have been cancelled.
- Poor Service – Including issues with scheduling or receiving quality care from BetterHelp therapists.
Payment Issues
BetterHelp payment issues are so common, many previous users have even cried “fraud.” Here are a few examples pulled verbatim from the BBB website:
Example Complaint 1: “I got frauded by this mental health application, called BetterHelp, for USD 5400. I was having mental health downtime in July 2024.I was looking for solutions to help improve my mental health and signed up on BETTERHELP by using my least-used email account and filling up all of my information. However, upon signing up, the application did not match me with any therapist. I thought this app was not helpful and immediately deleted it afterwards. I did not use any services on this application at all, nor did I talk to any of the therapists (which is the main component of their charge). As I thought I would not get charged as I did not use any services, I did not bother the BetterHelp app anymore. Yesterday, on 18 August 2025, when I checked this least-used email, I realised the application had been deducting my money for USD 360/month for 15 months, without me knowing it. I think this is considered a FRAUD issue already. I have been paying a recurring fee for a service that I did not use at all. I believe this is the app’s usual trick in frauding money, and I went on to check whether there were similar victims. Upon checking online, I realised there are other similar victims who get charged without them knowing that. They were all under the impression that this was a ‘free trial’ and filled out all the bank information. I wish I could get help from the BBB to get back my money. I think this is totally illegal as a business and unethical as a mental health app. They are supposed to bring mental peace to mental health patients, instead of creating such pressure on them.”
Example Complaint 2: “On May 11, 2025 I signed up for a trial with betterhelp and decided not to go through with therapy so I cancelled on May 22, 2025 . However since then I have been charged $65 every week to present day, that is almost $1000 that has been taken from my bank account for a service I am not receiving. I reached out to better help and they say they don’t see my account with associated charges but my bank account does. I have screenshots I have sent to them and provided them with proof but still no response or refund. I am about to be charged again in the next day. I will be having my bank stop charges from their company but I expect a full refund for the expenses of services I never received.”
Example Complaint 3: “I subscribed to BetterHelp online therapy and canceled my membership on July 9, 2025. Despite this, BetterHelp has continued to charge my credit card $76.50 per week.On August 11, 2025, I received a refund for one charge. However, since cancellation, I have been billed multiple times: July 23, July 30, August 6, August 13, August 20, and August 27. In total, I have been charged $535.50, with only one refund issued. The company still **** me $459.I contacted BetterHelp numerous times through email. Their staff admitted my account was accidentally reactivated but then refused to resolve the problem, citing privacy policies and suggesting I may have another account. Even after I provided my card information for verification, they continued charging me.This has caused financial loss, stress, and frustration. I am seeking a full refund of the unauthorized charges and assurance that BetterHelp will stop billing me going forward.”
Poor Service
Individuals who seek out therapy services often feel vulnerable—or are even in crisis. Here’s how some have complained about the quality of care and customer service from both BetterHelp support staff and therapists—pulled verbatim from the BBB website:
Example Complaint 1: “I signed up for betterhelp back in May looking to be connected to a therapist. I didn’t realize it was a weekly subscription service. I only met with a therapist one time on 6/6/25. The quality of therapy was very low and unhelpful, so we decided not to proceed with additional sessions. We messaged our therapist on June 13, 2025 that we were going to use a local therapist and would no longer be using betterhelp. The therapist replied on 6/13 “sounds fine…”, and on 6/27 “GOOD LUCK WITH THAT”, and his last message on 7/17, “Hope all works out for you…”. He never mentioned that we were going to keep getting charged for services we weren’t receiving. We have paid $1368 for one 45 minute therapy session. I cancelled the subscription today when I saw another charge hit my credit card. I don’t know yet if they will honor the cancellation or continue to charge my credit card. I can’t delete the card from our account profile, only replace it with another active credit ******* communication from Betterhelp via email, there are no emails related to each monthly charge or that they are about to run our card again. How long would they have continued to bill me $360/month with no further communications from our therapist or from the company?”
Example Complaint 2: “On July 30th, 2025 I signed up for mental health app Betterhelp in order to get quicker mental health care by a licensed therapist, since making an in-person appointment with a regular office take weeks. Having recently undergone a mental breakdown at work, this was immediately needed, and is a very serious and sensitive issue for me. I was paired with *** ********* ********** same day and made an appointment for today, July 31st, 2025 at 12:25pm.I showed up early to the meeting and quickly messaged the doctor letting her know I was ready. Time passes and still no call from from the doctor or message. I then contact customer service letting them know my therapist no showed and requesting a refund as well as my account deleted as this is not a company thay should be dealing with patients going through mental crisis’. What if someone who was on the edge of hurting themselves had their therapist miss their appointment? What then?Two minutes after messaging customer service, I get a message from the doctor. By this time my appointment was missed and the *** said there must have been a glitch because she didn’t know I was online. This doctor messaged me the night before confirming my appointment. She should have signed on at the time of our meeting regardless of getting notification. I couldn’t meet in the afternoon and was so upset. I messaged customer care again. I asked for a refund and my account to be closed with a response by end of day letting me know its been completed. I received absolutely no email regarding either of my messages to customer care. This is unacceptable, ESPECIALLY for a Healthcare app.”
Example Complaint 3: “I am filing this complaint due to negligence by BetterHelp and one of its contracted therapists, Dr. ****** *********, which has caused financial harm and disruption to my California disability claim.Dr. ********* failed to attend multiple scheduled sessions, including one where she had agreed to complete urgent medical paperwork for my state leave. Despite following up repeatedly and providing all necessary instructions, she missed internal deadlines, gave me a nonfunctional email address for provider verification, and failed to submit the required medical certification on time.Due to these delays, I was forced to pay out-of-pocket ($300) for an in-person psychiatrist to redo the paperwork in compliance with CA *** requirements. That provider submitted documentation promptly, which should have resolved the issue. However, Dr. ********* then submitted her forms weeks later without notice or consent causing interference with my claim. The *** processed both certifications, resulting in an incorrect claim period that delayed benefits and required a formal appeal.I trusted BetterHelp to provide qualified professionals capable of supporting mental health and administrative needs related to state-approved medical leave. Instead, I experienced unreliability, missed appointments, and professional negligence that directly impacted my finances and wellbeing.I am requesting a full refund for all charges during my time on the platform ($55 x 10) and assurance that BetterHelp improves accountability for providers managing legal documentation and patient care.”
Is BetterHelp Covered By Insurance?
Not exactly. BetterHelp accepts FSA/HSA payments, but it claims to be working with major insurers to cover their services.
Instead, BetterHelp recommends coordinating directly with their therapists, who are actually independent contractors through the BetterHelp platform, as they may accept your insurance.
In other words: There’s a good chance your insurance is not covered by BetterHelp, and there’s an equally good chance they pair you with a therapist who also doesn’t accept your insurance.
So, Is BetterHelp Worth It?
Whether or not BetterHelp is worth the price really depends on your personal scenario.
Based on our research, BetterHelp is best for relatively healthy individuals with disposable income who are casually interested in testing therapy and won’t be disappointed with a negative experience.
For everyone else, it’s likely better to attend a local office with real, live therapists.
Find A Pittsburgh Therapist
If you’re looking for a real, live therapist, contact us.
We have a large team of experienced, licensed therapists, and we’ll pair you with a professional ready to help you through your most challenging problems.
For proof, look through some of our reviews:
‘My Therapist Is Communicative And Compassionate’
“The team at My Wellness Center has been a delight to work with. In addition to everyone in the front office being incredibly friendly, my therapist is communicative and compassionate and has helped me discover so much about myself! Highly recommend.”
– Patrick S.
‘My Wellness Center Is Perfect On So Many Levels’
“My Wellness Center was the answer to all of my questions! I took a long time to find a therapist—and a practice—that I felt comfortable with, and My Wellness Center is perfect on so many levels. This office is warm and comfortable, so I feel safe and welcome. They also offer virtual sessions, which is huge for a working mom like me. I also got an appointment right away, when other offices never called back or left me waiting. My Wellness is the best! :)”
– Regina T.
‘A Safe And Supportive Environment’
“I recently had the privilege of working with Michelle to treat my PTSD. We used EMDR therapy and after several sessions, achieved significant breakthroughs. I am incredibly grateful for her guidance and expertise. Michelle’s compassionate and professional approach made a world of difference in my healing journey. She created a safe and supportive environment where I felt safe exploring and processing my traumatic experience. For anyone struggling with PTSD, I highly recommend considering EMDR therapy with Michelle. This treatment has the potential to bring about profound healing and transformation, just as it did for me.”
– Lauren D.
‘I Have Never Felt So Safe And Comfortable In Therapy’
“I absolutely love My Wellness Center. I have had nothing but positive experiences with Tomilyn. I have had so many therapists and mental health professionals over the years but no one made me feel more welcome, capable, and grounded than Tomi. From pregnancy, addiction, recovery, family dynamics, EMDR/trauma therapy, to parenting… Tomilyn is a plethora of knowledge and resources! I have never felt so safe and comfortable in therapy or with a provider.”
– Melissa G.