FAQ

For Clients

How can I tell if I really need counselling?
What happens in a counselling session?
What issues can counselling help with?
What kinds of people seek counselling?
How do I start with a counsellor/therapist?
How do I know which counselling approach will suit me best?
How do I know which therapist is best for me?
What if I want to try more than one kind of therapy?
How long should I expect to have to continue counselling?
Will my counselling sessions be confidential?
Is my counsellor qualified?
What happens if I don't think the therapist is a good match for me?
I only want one session, will the therapist be able to help?
How frequently do I need to attend sessions?
Can I speak to a counsellor before my appointment?
Does my GP need to refer me for an appointment?
What is the difference between a psychiatrist and a psychologist?
Can a counsellor prescribe medication if I need it?
Will my counsellor be available for me in a crisis?
Can I use my health insurance to pay for counselling sessions?
Do I have to contact my insurance first, or book an appointment first?
Why do some therapists accept insurance referrals while others do not?
What hours are therapists available?
How does couples counselling usually work?
Why do I have to pay for missed/cancelled therapy sessions?
How can I pay for a therapy session?
Why do the costs vary from therapist to therapist?
Why are the fees so high?
Do you offer flexible pricing, such as discounts for students or those who are unemployed?
Will any of my information be shared?
My partner, friend, or family member really needs therapy. Can I refer someone for counselling?
What if I have a complaint?
What’s the difference between psychotherapy and counselling?
What if I want my therapy covered by the German public health insurance?
Is your video solution secure?
What does ‘Prepay’ mean?
What is a cancellation policy?
Where can I find my invoice and/or receipt?
Which payment options do you accept?
Can I pay with Apple Pay or Google Pay?
Is payment though It’s Complicated and its payment provider Stripe secure?
I can’t pay an invoice, there is an error, what should I do?

For Therapists

If I use a coupon code (for example, for 1 or 3 months) and I buy a yearly subscription, how does the discount work?
When does my yearly subscription start and end?
What are the cancellation terms if I cancel my monthly subscription?
What are the cancellation terms if I cancel my yearly subscription?
Can I be listed on It’s Complicated if I’m not a therapist, but another kind of practitioner (counsellor, psychologist, psychoanalyst, psychiatrist, coach, etc.)?
How do I make the best use of the online booking system?
Is your video solution secure?
What is My Office?
Is it compulsory to use My Office? Can I opt out of using it without losing other features in my subscription plan?
How do I activate My Office?
Where can I change my personal details such as address and name?
How do I get verified to use the My Office section?
Can I add a note to my invoices?
If I want to include my Tax ID on the invoice, how do I do that?
How do I withdraw funds from my balance to my bank account?
When can I expect payments to be processed and visible on my account?
How will the funds be visible on my bank account?
What does ‘Prepay’ mean?
What are the transaction fees per invoice?
Why does it say maximum fee?
How do I create an invoice?
Where can I see and download my invoices?
How can I cancel an invoice?
Can I change an invoice after it has been paid?
Are invoices sent though It’s Complicated adequate for accounting purposes, such as my tax return?
Is payment though It’s Complicated and its payment provider Stripe secure?
When can I receive my first payout?
Are invoices send out in my name? And am I paid directly by clients or by It’s Complicated?
My coupon code doesn't work. What should I do?
I have changed my bank account and card details. Where can I change that?
I can hear echo of my voice during video call. How can I fix this?

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