Frequently Asked Questions

General

What is Chat 1:1?

Sanity & Self Chat 1:1 allows you to connect with experts through text or video, so you can overcome life's challenges or build new habits to become your happiest self.

  • Connect directly with women experts who are licensed therapists, coaches, or mentors – they get what you're going through.
  • Chat one on one through text or video.
  • Get non-judgmental, unbiased advice in a safe, private space
  • Work through issues in a productive, therapeutic way without the hassles of therapy.

The coaches' specialties include love, breakups, self-esteem, stress, anxiety, and more! Some of these experts lead 5-star audios you may be familiar with like you may be familiar with like Natalie Rosado, LMHC and Kelsey Horton. Here are some common situations that our experts can help with. You can also chat with them about your unique problem!

For help with love/relationships...

  • I got dumped, and I feel like I'll be alone forever
  • How do I stop dating the wrong people?
  • He hurt me, but I just can't leave
  • I'm struggling to talk to my partner about sex

For help with stress/anxiety...

  • I'm always anxious and worrying about everything
  • I'm having a quarter life crisis

For help with building or breaking habits...

  • I feel like I can't get everything done
  • Why do I keep procrastinating on my dreams?

For building confidence & setting boundaries...

  • I don't ever feel like I'm good enough
  • Regaining your sense of s(he) boss!
  • How do I fall in love with me?

For other help...

  • Dealing with toxic coworkers
  • I'm depleted, but I have no time to take care of myself

Why should I use Chat 1:1?

Sanity & Self Chat 1:1 provides you with a direct way to get personalized support and spark the change in your life that YOU want. Connect privately with experts and find a safe space to be heard, a constructive way to vent, and a means to receive personalized advice containing solutions to your unique situation. Level up your healing, growth, or self-discovery journey.

Did you recently end a relationship but feel hurt & confused? We have tons of coaches that have helped hundreds of clients like you. Are you dating around but having trouble finding someone you connect with? A dating coach is eager to give you simple strategies to help you find love. Struggling to find ways to control your anxiety? Text our coaches on your own terms, whenever you need support.

I already pay for Premium. Is this part of my membership?

Your Premium membership unlocks all audio sessions within the Sanity & Self app. Sanity & Self Chat 1:1 is a separate service that requires a new payment. You can unlock unlimited text support on either a weekly or monthly subscription plan. Some experts also offer single video sessions with a one-time payment. You can chat with many experts from your favorite audio sessions, so check them out!

Will Chat 1:1 work on my phone?

Chat 1:1 is available on iOS only at this time. To use Chat 1:1 for iOS, you will need an iPhone 5 (or newer) and iOS 11 (or higher).

How long is each session?

If you choose to chat via text message, you can talk to your coach either through a weekly or monthly subscription with the ability to cancel anytime. If you choose to chat via video, you can purchase a single video session for 30 minutes.

Who are these experts? Are they licensed?

Our experts are all women who are licensed therapists, coaches, or mentors. Some experts lead your favorite audio programs. Here are their names and popular programs.

  • Natalie Rosado, LMHC - "Turning Worry Into Prayer," "Single Girl Anxiety", and "Broken Friendships"
  • Kelsey Horton - "From Grumpy to Grateful" and "Find Your Creative Voice"

We're also introducing a whole team of therapists, coaches, and mentors that you haven't seen in the Sanity & Self app yet. They are experts in their fields and eager to meet you. You can read their bios in each of their offerings.

What's the difference between Chat 1:1 and therapy?

Therapy focuses on the past and introspection with the hope of resolving past problems to create a happier future. Therapists need to be certified and therapy traditionally requires a long process to get the client to a happy place.

Chat 1:1 is more goal-oriented and looks towards the client's future in either a long-term or short-term format. Chat 1:1 provides actionable, customized strategies for the client to use in her life. Some of Chat 1:1's experts are licensed therapists, while others are life coaches or relationship experts.

How much does Chat 1:1 cost?

Chat 1:1 has different pricing structures for chat and video. Text chat costs $39.99/week billed on a monthly basis ($159.99/month) or $49.99/week billed on a weekly basis. Video appointments cost between $60-$200 for 30 minute sessions depending on the expert.

I love my audio sessions! Are you still coming out with new ones?

So glad to hear it! Sanity & Self Chat 1:1 is a totally new and different offering from our audios. So don't worry - all your favorite audio programs will be in the Sanity & Self app and we'll continue to release new ones on a regular basis.

This looks really useful, but I can't afford to pay most of these prices. Why are they so expensive?

Our mission is to make access to mental health resources easier and more affordable. And we know that everyone has budgets that can be difficult to wrangle. This service allows you to chat with a variety of experts at a variety of price points to accommodate all budgets. If these offerings are still out of your budget, we have 900+ self-care audios available with Sanity & Self Premium.

How do I update my payment method?

If you need to update your payment method for your subscription, please follow these steps:

  1. Launch the app
  2. Tap the "Me" tab on the lower corner of the screen
  3. Tap "gear icon" in the upper corner of the screen
  4. Scroll down until you see update payment information and Tap the option.
  5. Enter the new payment method.

What if I want a refund?

We offer a one-time 100% money back guarantee during your first 48-hours using the Chat 1:1 service.

Here’s how to request a refund…

  1. Be sure you’ve updated to the latest version of the app from the App Store.
  2. Open the Sanity & Self app.
  3. Go to the “Chat 1:1” tab on the bottom bar
  4. Tap on your conversation with your expert at the top of the screen.
  5. Tap on the 3 dots in the top right corner of the screen.
  6. Tap on “Request Refund” to begin the refund process.

Each account is eligible for only one Chat 1:1 service refund.

If you have any questions please contact support@sanityandself.com.

Can I permanently delete my account data?

If you would like to remove your account data please follow these steps:

Visit your App Store and search for Sanity & Self, download any available updates to ensure you’re using the most recent app version.

  1. Open the Sanity & Self App
  2. Tap on your “me” tab in the lower right corner
  3. Tap the gear icon in the upper left corner
  4. Tap the Privacy settings
  5. Tap “data requests”
  6. Follow on-screen prompts to review or delete your data

Your account data will be removed from our system within 24 hours. Please remove the app from your device to remove any locally stored data.

Please note: Once this action is taken, your data cannot be recreated.

Deleting your account data does not cancel any active subscriptions or prevent charges as a result of any active subscriptions.

If you have any questions please contact us at support@sanityandself.com and be sure to include the email address on your Sanity & Self account.

How do I contact you?

Feel free to email us at support@sanityandself.com and we'll respond within 24-48 hours.

I'm worried about privacy. Is my conversation private?

Of course you value your privacy, we do too, that's why we take steps to make sure all of the information you provide us both in the welcome chat and throughout the process is protected with encryption. One of the advantages of this feature over traditional therapy is there's no worry about this being tied to your medical records of health insurance paper trail. We value your privacy and will take every step possible to protect it.

Is Sanity & Self a substitute for mental health care?

No, Sanity & Self is not a substitute for mental or medical healthcare.

If I’m feeling suicidal should I use Chat 1:1?

No. If you’re feeling suicidal or experiencing thoughts of harming yourself or others, please seek immediate assistance by calling 911.

I'm interested in becoming an expert. How do I get in contact with you?

That's wonderful! Please complete this form and we'll get back to you if we think you'd be a good fit for Chat 1:1.

Chat

What do I get with unlimited text chat?

Unlimited chat allows you to get unlimited access to an expert 24/7 whenever you need.

Unlimited text chat begins after you make your purchase. Your expert will give you a short questionnaire before you begin, so she already will know a little bit about you when she responds, which saves time and avoids the "getting to know you" phase of the relationship.

Information about how often you can expect to hear from your expert is listed on her individual bio but all experts respond at least once per day. Unlimited text chat is either billed on a weekly or monthly basis.

How do I use unlimited text chat?

You can schedule an appointment in the Sanity & Self app. Here's how to schedule:

  1. Open the Sanity & Self app
  2. Tap on the tab called "Chat 1:1" with the hands in the shape of a heart
  3. Pick a situation or expert, pay for the chat option, and send your first message.

When does unlimited text chat begin?

Unlimited text chat begins when purchase a weekly or monthly plan. You can text her an unlimited amount of times whenever you need help, as life happens. If ever an expert fails to respond within 24 hours, please contact us immediately at support@sanityandself.com.

What happens if my coach doesn't respond?

If ever a coach fails to respond, please contact us immediately at support@sanityandself.com and we can assist you.

What if I don't have a great experience working with my expert?

If you experienced any issues while using the service or while messaging with your expert, let us know immediately.

Please contact support@sanityandself.com.

Video

What do I get with video chat?

Video chat allows you to schedule a video call with an expert who is a licensed therapist, life coach, or mentor. You can see her schedule and book a time that works for both of you. She will require you to submit an in-take questionnaire before the video chat which allows you to skip the "getting to know you" phase and dive right in. Each video appointment is 30 minutes

How do I set up my video appointment?

You can schedule an appointment in the Sanity & Self app. Here's how to schedule:

  1. Open the Sanity & Self app
  2. Tap on the tab called "Chat 1:1" with the hands in the shape of a heart
  3. Pick a situation or expert, pay for the chat option, and send your first message.

How do I prepare for my video appointment?

Please be sure you are in a quiet place with a strong internet connection before starting your video chat. Also be sure to give Sanity & Self permission to access your camera and microphone. Here's how to enable it:

  1. Open the Settings app on your iOS device
  2. Scroll to the bottom and find the Sanity & Self app listed in your list of apps
  3. Toggle the slider next to the word Camera and Microphone to the word "Allowed"
  4. Reopen the Sanity & Self app

What are my scheduling options to talk to my coach?

You can schedule a time to chat with your expert when you book your appointment. Your expert will give availability options, so you can find a time that works for both of you.

What happens if I can't make my scheduled session?

Please cancel your appointment ASAP within the Sanity & Self app and schedule a new one.

What if I didn't have a great experience with my expert?

If you experienced any issues with your video call or your expert, let us know immediately.

Please contact support@sanityandself.com.