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  • What happens if I don't access my account?
    Once your subscription expires, the account will be dormant, and then completely deleted after a year. If you did not take out a subscription, the same applies. You can however, delete your account, which will be fully actioned in 30 days.
  • If I close my browser, am I automatically logged out?
    No, there is a 7 day period before automatic log out
  • If I delete my account and want to reinstate it (including my notes) how do I do that?
    If you want to reinstate your account (including your notes) within 30 days, use your login email/name and then use the password reset button.
  • If I cancel my subscription, do I get a refund?
    You get a credit into your Stripe Account for time unused, which can be used at a later date if you decide to re-subscribe.
  • Do I have to remember to renew my account?
    Accounts (personal or organisational) automatically renew unless cancelled.
  • How do I know if I have an organisational or a personal account?
    An organisational account will have your company or therapist's name in the top left corner. Personal accounts will have Self-therapist in the top left.
  • What happens when my free trial ends?
    After 3 days you'll be asked to subscribe to Self-therapist, either monthly or annually. Any notes you made will have been saved for you to continue using.
  • If I delete my account, will my subscription keep going?
    No, your subscription is cancelled when your account is deleted.
  • Do I need to wait until the end of a subscription period to upgrade my subscription (in case I get charged twice)?
    No, you can upgrade at any time and you won't be charged twice for the time you've paid for.
  • When I've created my account, do I have to start my free trial straight away?
    When you first create an account, you don't have to start your free trial straight away, you can come back later.
  • If I delete my subscription, will my account still be available?
    Yes, but only for 1 year (if you don't log back in).
  • What if an employee cancels their account? Does that appear as an addition to the organisation's 'pending users' total?
    If a user deletes their account, the organisation immediately receives their invitation back, regardless of the 30 days wait time for full account deletion, but if a user re-activates their account within 30 days, then they are re-connected to their organisation and the organisation's invitations are reduced again.
  • Can I see which of my employees/clients has registered an account?
    No. This service is kept purposely private and confidential.
  • Can a user be upgraded to have admin access within an organisation?
    Yes
  • Can my organisational administrator see if I have used the tool?
    No, no one can see if you have accepted your invitation. No one can see how much you use the site. No one can see what you type into your notebook. The service is completely confidential.
  • If I want to add new users onto my subscription, will they get a full year's usage?
    Yes, your subscription will be restarted from the time you update your users, and charges applied pro-rata.
  • What happens if I send an invitation to the same email address twice?
    Invitations can be sent to the same email address twice, in effect as a reminder, without reducing your number of invitations.
  • How long does an invitation last for if it isn't used?
    Indefinitely, or until you delete the individual as a user, or stop subscribing.
  • If I've trialled the tool with a personal account and then I want to set up an organisational account, do I need a new account (with a different email address)?
    Yes, you will need a new organisational account.
  • What's the difference between 'pending' and 'activated' users?
    Pending' users are those who have received an invitation. 'Activated' users are those who have created an account.
  • Can I send more invitations than shown in 'maximum users'.
    No, you'll need to purchase more invitations.
  • Will I be charged for invitations that go unused?
    Yes, but you can transfer them to other people.
  • Why doesn't my invitation code work?
    You may have been sent a reminder with a new login code. The old code will have been automatically cancelled when the new one was sent out.
  • If my employees/clients finish participating in a study, can I create an organisational subscription, using their existing accounts?
    No.
  • Can I stop employees or clients from using the tool - for example if they leave the company or are no longer a client?
    Yes, if you know the email they used to log in, you can remove them from your account.
  • If my employees/clients want to move their account (and notes) from my organisational account to a 'personal account', are they able to?
    Yes.
  • Why can't I see the Self-therapy Guides?
    Your therapist (or organisation) may not have given you access to the Self-therapy guides because they want you to focus on the first 2 sections of the tool. You can gain access to the Self-therapy guides once your therapy is finished using a personal account. (Start a subscription in Account Settings/Billing.)
  • If I wanted to trial the tool via a personal account before starting a study, could I use the same email to register using a study code?
    No.
  • If I finish a study, can I continue using the tool?
    Yes, your account will change to a personal account (and your notes will be saved), and you will be offered a subscription to continue using it.
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