In this guide
Before you start.
- Cancel before the renewal date, not on it. BetterHelp's terms state that your membership must be cancelled before it renews in order to avoid the next billing cycle, so the renewal date is the deadline that matters.
- Use any sessions you have already paid for first. BetterHelp's terms say that any sessions, video, phone or chat, accrued but unused within a billing cycle will not roll over or be eligible for use after that billing cycle concludes.
- Know the difference between leaving a therapist and leaving BetterHelp. BetterHelp describes being matched to a different therapist if your therapist is not a good fit, which is a change of counsellor inside an active subscription. It does not stop the billing.
- BetterHelp bills you directly. Its listings on the App Store and Google Play show no in-app purchases, so there is no store subscription to cancel and no store refund route to fall back on.
- If you are within 14 days of signing up and live somewhere with a statutory withdrawal right, check that first. BetterHelp's terms say that if you reside in a country where you are legally entitled to withdraw from a consumer contract within 14 days, completing its withdrawal form means the contract will be reversed and you will be fully refunded.
- Decide whether you want your message history. BetterHelp says you can always log in to your account and read all the therapist's messages to you, so consider what you want to save before the account lapses.
FOLLOW THE RIGHT BILLING ROUTE
Cancel BetterHelp, step by step.
Cancel in your BetterHelp account
BetterHelp holds the billing directly, so this is the route that actually stops the charge. Work in a browser rather than the app if the option is hard to find.
- Sign in at betterhelp.com with the email address on the account.
- Open your account settings from the menu.
- Look for the membership, subscription or payment section, which is where the cancellation option sits.
- Follow the prompts through to a confirmation rather than stopping at an offer to change therapist, pause or take a reduced rate.
- Check the date your access is said to end and keep the confirmation email.
BetterHelp's terms say the membership continues and automatically renews until you cancel, so an account that still shows an upcoming renewal date has not been cancelled yet.
Ask BetterHelp support to cancel
Use this if the account page will not complete the cancellation, or if you cannot sign in to the account that is being charged.
- Open the contact or help option from the BetterHelp site.
- Give the email address on the account and state plainly that you want to cancel the membership, not switch therapist.
- Ask for the effective date and whether any further charge is scheduled.
- Ask for written confirmation by email.
- Watch your statement through the next renewal date to confirm nothing further is taken.
Be explicit about what you want. A request phrased as unhappiness with a counsellor is easily answered with a rematch rather than a cancellation.
Use the 14 day withdrawal form where it applies
This is a separate legal route rather than a cancellation, and it only applies in countries with a statutory withdrawal right. BetterHelp's terms describe it explicitly.
- Check whether you reside in a country where you are legally entitled to withdraw from a consumer contract within 14 days.
- Complete BetterHelp's withdrawal form at betterhelp.com/withdrawal-form within that window.
- Keep a copy of the submission and the date.
- BetterHelp's terms say that where the form is sufficiently completed it will honour the request such that the contract will be reversed and you will be fully refunded.
- Follow up if nothing is confirmed, and cancel the subscription as well so that it cannot renew while the request is handled.
This is time limited and geography dependent. Outside that window or that jurisdiction, the ordinary cancellation route is the one to use.
What happens next?
- Cancelling stops the renewal. BetterHelp's terms say the membership continues and automatically renews until you cancel, and that cancelling must happen before it renews to avoid the next billing cycle.
- Unused sessions do not survive the billing cycle. BetterHelp states that sessions accrued but unused within a billing cycle will not roll over or be eligible for use after that cycle concludes, so schedule what you have paid for before the period ends.
- The therapist relationship ends with the subscription rather than separately. If you want to continue with the same counsellor, cancelling is not the way to pause.
- BetterHelp says you can always log in to your account and read all the therapist's messages to you, so check what remains available to you after the subscription lapses if the record matters.
- Cancelling the subscription is not the same as deleting your account. Account deletion, and the removal of the health information in it, is a separate request.
WHEN IT DOES NOT WORK
If you get stuck.
BetterHelp is not in my Apple or Google subscriptions
It will not be, and that is expected rather than a sign that you already cancelled. BetterHelp bills members directly and its listings on the App Store and Google Play show no in-app purchases, so there is no store subscription to find. Cancel it in your BetterHelp account instead. Check your card statement to confirm the charge is coming from BetterHelp rather than from a store.
I quit my therapist but I am still being billed
These are two separate actions and this is the most common BetterHelp billing surprise. BetterHelp describes being matched to a different therapist when one is not a good fit, which happens inside an active subscription and leaves the billing untouched. Ending the counselling relationship, letting the messages go quiet, or simply not booking sessions does not cancel anything. Go into your account settings and cancel the subscription itself.
I cancelled and lost sessions I had already paid for
That is the documented behaviour. BetterHelp's terms say that any sessions, video, phone or chat, accrued but unused within a billing cycle will not roll over or be eligible for use after that billing cycle concludes. Because cancelling does not extend the cycle, sessions you have paid for are worth booking before the period ends rather than after you decide to leave.
I was charged on the day I cancelled
Check the renewal date against the time you cancelled. BetterHelp's terms say the membership must be cancelled before it renews in order to avoid the next billing cycle, so a cancellation on the renewal day itself can land after the charge has already been raised. If you are inside a statutory 14 day withdrawal period in a country where that right applies, BetterHelp's withdrawal form is the route it documents for reversing the contract.
I cannot sign in to the account that is being charged
BetterHelp accounts are tied to an email address, and people frequently sign up with one address and then look for the subscription under another. Check the address on the receipt or the charge confirmation, and try a password reset on that address. If you still cannot get in, contact BetterHelp support with the charge details from your statement and ask them to identify and cancel the account, requesting written confirmation.
Still not cancelled?Common reasons a subscription will not cancel
GOOD TO KNOW
Questions, answered.
How do I cancel my BetterHelp subscription?
In your BetterHelp account rather than through an app store, since BetterHelp bills directly. Sign in at betterhelp.com, open account settings and use the cancellation option in the membership or payment section, following it through to a confirmation.
Does changing therapist cancel my BetterHelp subscription?
No. BetterHelp describes rematching with a different therapist as something you do while the membership is running. The subscription keeps renewing until you cancel it separately.
Can I get a refund from BetterHelp?
The clear route its terms describe is the 14 day withdrawal right, which applies if you reside in a country where you are legally entitled to withdraw from a consumer contract within 14 days. Completing BetterHelp's withdrawal form means the contract is reversed and fully refunded. Outside that, treat a refund as a request BetterHelp can decline.
What happens to my unused sessions?
They do not carry over. BetterHelp's terms state that sessions accrued but unused within a billing cycle will not roll over or be eligible for use after that billing cycle concludes, so use them before the period ends.
Does cancelling delete my BetterHelp account and messages?
No. Cancelling stops the subscription. BetterHelp says you can log in to your account and read all the therapist's messages to you, and deleting the account and the information in it is a separate request you have to make.
Provider resources
Instructions reviewed .
Subex is independent of BetterHelp. Availability and cancellation terms can vary by plan, billing provider and country.
