Product Help & FAQs
About Nobu
At this time, our application is delivered in English.
Signing up is easy. Download the mobile application on iOS or Android. Nobu is also available on desktop. After you create your user name and password, you will be brought to your first Journey where you will learn about the features of Nobu and what is available to you.
All the features of Nobu are free, except features offered exclusively to patients at participating The Recovery Village facilities. Attending behavioral health treatment at our facilities may involve paying a co-pay, deductible or other out-of-pocket costs.
Services & Features
You can change your email address at any time by navigating to the ‘Me’ section of your account. Once changed, you will be sent a confirmation email that will require you to confirm the new email before changes take effect.
You can turn off email notifications at any time by navigating to the ‘Me’ section of your account.
If you’d like to turn off push notifications on your mobile device, navigate to the settings on your phone to turn them off for Nobu.
Billing & Insurance
If you have enrolled in a subscription plan, you will be charged immediately upon checkout and your subscription will renew each month on the same day.
All plans renew automatically. If you want to cancel your subscription, you must do so by the day before your billing date. For example, if your subscription is set to renew on the 24th of the month, you would need to cancel by the 23rd to avoid being billed.
We do not provide refunds. In the event of an extenuating circumstance, Nobu may at its sole discretion provide a full, partial or pro-rated refund for services rendered. These will be considered on a case-by-case basis.
Email billing@nobu.ai for refund requests.
You can update your payment method on file by navigating to the ‘Me’ section of Nobu and selecting ‘Payment’.
Please contact billing@nobu.ai for any questions related to your bill or charges to your credit card.
Nobu’s free features are available at no cost. However, Nobu’s therapeutic features are integrated into each patient’s care at participating The Recovery Village facilities and do not incur any additional cost during or after treatment.
Subscription Management
To change your subscription plan, you can message your therapist at any time to make this change for you.
You can re-enroll at any time by signing up through the ‘Therapy’ section of Nobu.
If you no longer want to continue, you can easily cancel at any time through the ‘Me’ section of Nobu. Once you cancel, your account will not be renewed on the next billing date.
Security & Privacy
We are required by law to maintain the privacy of your health information in accordance with federal and state law. In particular, we protect the privacy and security of your behavioral health information in accordance with HIPAA and applicable state law.
We collect Personal Information in the normal course of business to serve you better and generate insights on how to improve your overall wellness. We do not sell, trade, or give away your personal Information to anyone unless you have given written consent.
We may disclose your information to third party “business associates” and/or “qualified service organizations” that perform various services on our behalf, such as document signing, video/audio communication, and payments, and who agree to protect the privacy of your health information.
All Nobu therapeutic communications are restricted to secure end-to-end encrypted communications with protocols to prevent unauthorized access during use. Nobu uses the Zoom HIPAA Compliant teleconferencing service along with secure access procedures. NO PHI information is stored by Zoom. Nobu and Zoom have a business associate agreement to cover Nobu use of ZOOM services.
Troubleshooting
If you encounter an issue while using the Nobu app, delete the app from your mobile device and download it again.
If an issue arises while using the website, log out of your account and close your browser. We suggest logging back in using Google Chrome browser.
If problems persist, contact support@nobu.ai for further assistance.
If you are having issues with any Nobu therapeutic resources, please try the following:
- Ensure you have a good internet connection, preferably through WiFi.
- Make sure you are not on any VPN network.
- For audio and/or video issues, make sure your device’s microphone and camera are enabled.
- Restart your device.
- Restart your WiFi router.