How do I check my session credits and refunds on BetterMynd?

If you or a counselor ever miss a session, or if you have trouble during your session, you may be wondering whether your session credit was refunded. This guide explains how to check your credits, how refunds work, and when you may be eligible for one.


  1. How to check your session credit balance
      • Log in at bettermynd.com

      • On your Dashboard, you will see the amount of Individual Session Credits on the left in the section called Credits

*If a refund has been issued, your credit count will go up automatically.


  1. Where to see refunds
      • From your Dashboard, click your name at the top right corner.
      • Under your name, click Payments.
      • Here, you will see your session history, as well as any refunded sessions.

*Refunds will appear immediately after they are processed.

  1. When you DO receive a refund:
      • The counselor did not show up
      • The counselor cancels your session
      • Platform or technical issues on BetterMynd's side
        • If a system error prevents you from joining the session or the session from occurring
      • Significant technical issue on the counselor's side
        • For example, if the counselor cannot connect or the session cannot proceed.
      • Unexpected emergencies or major disruptions
        • Life happens and we completely understand. If you experience a serious emergency that keeps you from attending, please let us know and Support can assist.
  2. When credits are NOT refunded:
      • Missing or forgetting the session
        • If you do not attend the session and the counselor is present
      • Cancelling too close to the session start time
        • If a cancellation is made within 24 hours of your session start time
      • Arriving too late to complete the session
        • If the full session cannot proceed because of late arrival without your prior notice
      • In the case that multiple refunds have been issued to your account
        • If a student has requested multiple refunds in the past, we will need to determine if another refund is appropriate.
  3. Not sure if you're eligible for a refund?

Some situations fall into a gray area and Support may review them individually, especially if something unexpected happened.


If you are unsure, or if something about your session did not go as expected, please reach out to support@bettermynd.com. We're here to help and want to make sure your access to care feels fair and supportive.