Regain Reviews 

Since working with my therapist I have been able to learn about myself and my partner in a different/productive way. He is experienced, intuitive, and empathetic which has been so helpful in moving forward through challenging life transitions. Thank you for this service.

Regain Exposed My Private Data to My Ex-Girlfriend and Ignored Most of My Emails

I'm writing this to warn other users about a serious privacy violation and completely unacceptable support experience I had with ReGain.

I used ReGain once in 2021 with my ex-partner. Fast forward to March 17, 2025, I decided to return to the platform with my new partner to begin couples therapy. When I logged into my old account, I was prompted to fill in a new form with a long list of questions about my current relationship. Naturally, I assumed this was treated as a new case, especially since it had been years since I last used the platform.

There was no warning, no confirmation, and no question asking whether I was still with my previous partner. There was no way to indicate that this was a new relationship, and no indication that my account was still linked to my ex-girlfriend.

After paying €240 and sending a deeply personal and emotional message to the new therapist explaining my current relationship, I found out that my ex-girlfriend received an email notification from ReGain saying we had been matched with a therapist—despite us having broken up years ago.

Worse: she reached out to me saying, “Hey, what’s going on? Why did I get a message from ReGain saying we’ve been matched with a therapist?”
That’s how I realized my private messages were shared with someone I had no intention of ever including in this process. She had access to the message I had sent to the therapist, even though it was clearly about my new relationship.

I contacted ReGain support immediately, extremely alarmed, and after several days, I finally received this response:

"Your former partner that is attached to this joint account still has access to their journal, as well as any messages sent to/from the therapist. That said, in order for you to work with your new partner, you will need to create a new Regain account using a different email address. Not only will this provide a fresh start for you and your current partner, but it will also allow them the opportunity to fill out their own questionnaire specific to your current relationship.
If you decide to continue, we can cancel and refund this current membership."

Let’s pause right there. ReGain’s logic is: if you change relationships, you’re expected to guess that you need to create an entirely new account with a different email address—otherwise your ex will remain linked, and may receive notifications and have access to sensitive messages.

I confirmed right away that I wanted a refund. But after that email, I received no further communication. No confirmation that my account was canceled. No confirmation that my ex no longer had access. And no confirmation that the refund had been issued. I had to just wait and wonder.

After several unanswered follow-ups from both me and my current partner’s account, I finally received the refund on March 21st—but again, without a single notification or confirmation email. I was left in the dark, unsure whether anything had even been done.

And as of today, my old account is still linked to my ex, and she still has access to the sensitive information I provided to the therapist.

This is not just bad UX—it’s a serious breach of privacy.

It is completely beyond me how a therapy platform—where people go to open up, be vulnerable, and heal—could be designed with such a careless disregard for something as basic and crucial as user privacy and consent.

If my ex had been toxic or abusive, this could have had devastating consequences. In my case, I was lucky. But this setup is dangerous.

ReGain’s customer support was slow, minimal, and unapologetic. I never felt like they took the matter seriously. They simply refunded me and disappeared.

I will be sharing my experience across platforms, because people need to know:

Your private messages can be accessed by your ex if you reuse your account.

The app offers no safeguards for this, even after years of inactivity.

Their support team will barely acknowledge the issue, let alone fix it.

I strongly recommend staying away from this platform until they completely overhaul their privacy logic and user experience. Therapy apps should be safe, clear, and consent-first. ReGain is currently none of those things.

PS: I gave 2 stars instead of 1 because I had an alright experience with my 2021's couple therapist, even though there are many issues with therapists on the platform.

My wife and I are thrilled with our experience with Regain, and our therapist, Emily. Grateful for her kindness and expertise, and for helping us break through problem areas in our relationship, and individually.

My Partner and I did couples counselling with regain in the past. Our therapist didnt seem to take notes to remember what we spoke about in the previous sessions. i had a session with her alone and the next session together one week later. She seemed to have forgotten what she told be because she reacted completly different in the Couples Session. Our Fights got worse instead of better. Things haven been solved.
We stopped Therapy with her.

A year later I have more experience and I know which experience the counseller needs. We found one but unfortunaltely we dont have matching schedule.

The matches regain suggests are very random and dont Match to what we look for at all. We have been already charged for 2 weeks. They said they will extend our plan for two weeks for free but I dont think they will do it because our billing Shows the next payment is due after 4 weeks and Not 6 weeks which would be the payment Date If we Had 2 weeks for free. In the past we got charged for a session with a therapist we never had.
They should only Charge after having a Session,not before. Keeping Up to Date and making sure they dont screw you for ver is time consuming,finding a good therapist with matching schedule took me two weeks and I still havent found a good one.
I'm very dissapointed and I most likely cancel the membership again. It really is a pain in the a**.

Regain has been so helpful and the experience is nothing like it. I so would tell everyone to try this service out. Thank you Regain!

No refund - completely zero customer service.

As soon as I paid the app stopped working now they won't give me my money back. DO NOT USE. Tried them previously too and had a very unprofessional therapist who kept talking to her cats when we were discussing our issues!!!!

Regain/Better Help has TERRIBLE customer service. Our therapist had to cancel three different sessions so I was directed by the therapist to notify Regain so I would not be charged. At one point, they “extended” my contract for two weeks but continued to withdraw monies from my account. Through a series of emails and being redirected to multiple incompetent customer service representatives, the issues were still not remedied. The customer service team refused to follow through on the credit and later stated “it’s a weekly membership program”. So regardless of whether your therapist cancels or they “extend” your contract, you pay for the service. Customer service is slow to respond, and there is no way you can speak to a real human via telephone. I do NOT recommend the Regain/Better Help platform. I was able to locate my therapist via private practice and it is much cleaner to work with directly and have my insurance billed. Regain has the worst customer service of any professional platform I have ever worked with.

Better Help was a nightmare. They took my $360.00. They gave me a few counselors suggestions, that were totally unrelated to me. It is as though they are trying to push therapists , who need clients and never ever read the info that the customer submits. I asked for an adult lesbian therapist, the list provided had none. I emailed ask asked WTF. They said ok we all try again..... yup no lesbian therapists. Really, really, none in your supposed large data base. ??? They agreed to refund my money, but I have yet to see it . They are thieves and frauds. Stay away

I moved my whole schedule to have my first session today and it was cancelled at 1.5 hours notice. I am extremely unimpressed. People have work, children and very busy schedules. I am put off by this and do not wish to invest my money into a counsellor who can simply cancel. People sign up to this with the need for assistance. The next available appointments were 10 days away. NOT GOOD

Great experience! Can’t have enough good works about the platform! Therapy with licensed therapists at times that suitable for your needs.

My husband and I carved this time out of our schedules for this session. The therapist never showed up. I refreshed the page. Then my husband tried twice on his computer, because, well, I must not know what I am doing despite the pre-meeting computer test. I sent a message. No answer. If anything, you've sunk us lower than we were.

Wish I could give 0 stars. I did not sign up for any plan or membership at any point I was just looking through their website and started filling out the questionnaire but I never finished it! Suddenly they emailed me saying they had a therapist signed for me and I emailed saying that I am still looking into my options. Then they informed me that I have a plan that costs. This cannot be legal. It was never mentioned nor did they ask for a credit card information or gave a price for service that would even indicate that you have signed up for a plan. They should be sued for this type of false information.

For me it is a fraud!!!
first it is not clear that it is a membership where if you do not book a session the cost is still charged
second they promise messaging with your therapist 24/7 and she never answered us and we only texted her two time in emergency
again when I asked for explanations both to our therapist and to customer service they bounced each other off and then stopped answering and the therapist advised me to go to couples therapy sessions in person , if I could I would never find myself in this horrible situation
Be careful do not use this platform

My therapist was awesome. Payment system is horrible. Even if you don’t have a session scheduled they withdraw money from your account without any authorization. I have no sessions scheduled yet they took $130 out of my account. Then they say they CAN’T refund it. Like they don’t have the tech. Unable to. Not that they don’t want to that they CAN’T.

Your customer service said they CAN’T do refunds. CAN’T.

Two days ago I received an email saying that if I cancelled my membership I could get a refund. I immediately went into the app, cancelled my membership, replied to the email saying I cancelled my membership…NO REPLY AND NO REFUND!!!

Thursday 12:44pm. Refund received 52 minutes ago. Thank you

My first therapist was unresponsive and never showed up on several occasions. Then, I switched to another therapist and she didn’t say much at all during our sessions. It wasn’t helpful at all.

For us Regain has been a life saver and absolute game changer. Being able to afford and be in the comfort of your own home to take therapy from qualified therapies is really something. We had weekly sessions (important to keep the momentum) for around 10 months and have made so much progress we currently achieved our goals. Yet thanks to the work and feedback we continue to apply and grow. Thank you BetterHelp and I have already recommended it to my friends. It has also allowed us to be more open about this tabu topic (especially in Europe). Thank you again!

Booked for couples therapy to try to save my marriage and family life. original therapist never responded at all! So i requested a new one and weeks later was matched with a new therapist (Julia S) cancelled last minute for her own health reasons and then didnt contact us again for over 3 weeks when I had asked if she was feeling better.
When i tried to rearrange i heard back after christmas, by which time my husband had decided he didn't want to try couples therapy anymore,
I contacted regain to request a refund, to which they agreed in emails response as we had not used their services at all. I responded to their email to confirm I had followed all the steps they had given to cancel my direct debit and let my therapist know we were not continuing (interestly she responded to that)
That was 3 weeks ago, I've sent 3 chaser emails on a weekly basis and am being ignored. I will be taking the matter further as I have it written in black and white and this is adding further stress to my already overloaded stress and depression levels and a failing marriage that I was trying to save, Not to mention i had paid 4 installments of £260 whilst this was ongoing so have spent over £1000 and recieved nothing in return. They are very clearly only interested in your money and causing further disruption and chaos in an already fraught and dismal situation.

Important review for those who fear or suspect they are in an emotionally and verbally abusive marriage!

I am dividing this review into two parts: the first, in regard to the counselor, and the second concerning specifics to my situation.

The counselor was approachable and good natured. I felt that even though the sessions could stray that she brought matters back to the center by the end. She asked us both critical questions I will always remember.

However, in my case, I was being advised by my family, friends, and personal therapist that I was in an emotionally and verbally abusive relationship. I found session after session the counselor let my partner drive the narrative and control the time. When one is afraid to be open in counseling because they know that following the appointment any honesty or vulnerability will be re-litigated and invalidated by their abusive partner, they will speak less. I was surprised that when any incident was described by my partner I was never asked for my perspective or experience. Priority was always given to my partner, and I was rarely given an opportunity to add clarity or dimension. Part of the problem probably lies in the fact that much of communication is non-verbal and being online, the Regain platform stifles this critical facet to understanding relationship dynamics.
I would leave it at that, but after meeting individually with the counselor and blatantly expressing my concerns about my partner’s actions, threats, and behaviors the sessions continued much the same. Fortunately, I came to my senses and ended the marriage. I think if my marriage didn’t involve the problems of control and abuse the counselor could have been good otherwise. However, with this issue, I found every session a vicious cycle that prolonged the abuse.
As a final note to anyone who is looking for marriage counseling but fear/suspect they are in an abusive relationship. I strongly advise the following:
1. Go to in-person counseling. Regain and other online therapy companies are innately hampered in helping with this problem.
2. If the counselor fails to address your reluctance to speak and give adequate space, find a different person as soon as possible. Never accept that you should feel the sessions are a referendum on only you, but on an ‘us.’
3. Do not allow the sessions to go on for many months if the same patterns occur and your partner’s behavior remains unchanged.
4. You may just have to fight tooth and nail to have your voice heard.

My partner and I loved our counsellor, but after facing relationship issues, we decided to end our relationship.

Following this, I contacted Regain to request a full refund of £180. I also noted that if a full refund wasn't possible, we’d like to use the sessions for personal development instead.

After numerous emails, in none of which was it mentioned that we’d receive only a partial refund, I was refunded for only half the amount.

While we had entered a new billing period, we had requested—and been granted—an extension of 14 days to book all our remaining sessions under the original payment. This led us to believe that the next two sessions would be included in the initial payment, leaving the second payment eligible for a full refund.

The lack of transparency around this was infuriating. Not once was it explained or hinted that we’d only receive a partial refund, reinforcing our expectation that the full amount would be refunded.

This experience has been deeply frustrating. Instead of using the money for growth and personal development, it’s been pocketed by a company that clearly lacks any commitment to transparency, particularly during a vulnerable and emotional time for its customers.

Their refusal to explain why this wasn’t disclosed in prior communications only highlights their lack of accountability.

The irony of offering couples counselling while operating in such covert and undisclosed ways is staggering.