Product Help & FAQs
About Nobu
Once you have enrolled in online teletherapy, you will be able to securely message with your therapist. You can send messages 24/7, so you can share when the moment is right.
If you have chosen a plan that includes live video sessions, you will be able to access those appointments directly from the Therapy tab of Nobu.
All communications sent through Nobu are protected and fully encrypted.
At this time, our application is delivered in English. In some areas, we do have therapists who speak other languages. When choosing your therapist, you will be able to see their languages spoken.
We know that employees and companies benefit from mental health resources like Nobu, a comprehensive wellness platform that is preventative while also offering therapeutic services for those that need the additional level of support. Reach out to [email protected] to request more information about Nobu for businesses.
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.
If you choose to enroll in teletherapy, you will be given to select from providers in your area. Each provider will have a biography for you to review as well as their areas of expertise.
Yes, you will work with the same provider as long as they are a part of the Nobu network. If you decide that you would like to work with a different provider at any point, please email [email protected].
If you are enrolled in a subscription plan that includes messaging, you can expect your provider to respond 5 days per week, once per day.
You can work with your provider to try and schedule messages around certain times of the day that are convenient. Our providers will do their best to accommodate these requests.
All Nobu providers are licensed, vetted, and trained.
All the features of Nobu are free, with the exception of online therapy.
If you would like to add therapy options, we have different packages to meet your needs.
- Messaging only – $65 per week
- Messaging with one 45 minute live video session per month – $79 per week
- Messaging with four 45 minute live video sessions per month – $99 per week
Nobu partners with a number of health plans to provide online therapy through employee assistance programs and behavioral health benefits. Contact your benefits provider to see if you qualify.
Services & Features
Live video sessions are one-on-one therapy sessions, provided through the Nobu app using ZOOM technology. You can access your live video sessions through the mobile app or the desktop version of Nobu.
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 request to change your provider at any time by emailing [email protected]. We will do our best to pair you with another available provider in your area.
You can work with your therapist directly via messaging to schedule sessions that are included in your subscription plan.
Unused video sessions do not roll over from month to month. If you are on a subscription plan, you will have to use the sessions you’ve paid for within that month.
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 [email protected] for refund requests.
You can update your payment method on file by navigating to the ‘Me’ section of Nobu and selecting ‘Payment’.
Please contact [email protected] for any questions related to your bill or charges to your credit card.
We are working hard to add insurance companies to our network. You can check with your benefit provider at any time to see if Nobu is a covered service.
At this time, Nobu does not accept Medicare or Medicaid.
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.
Nobu uses the ZOOM platform to deliver Telehealth services.
All Telehealth 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 [email protected] for further assistance.
If you are having issues with your live video sessions, 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.