Support Desk & FAQ

Please take a moment to review our Support FAQ. The answers to most support ticket questions can be found on this page.

The Basics

What is active listening?
All our listeners are trained in Active Listening, which is listening in a way that shows compassion and empathy. They will ask you open ended questions to help guide the conversation. It is meant to be a supportive environment for you to grow and learn more about yourself.
My listener is no longer in my conversation box. Where did they go?
It sounds like your listener blocked the connection with you for personal reasons. Sometimes listeners do this when they are no longer able to give you the best support possible. We have many other wonderful listeners who are here for you and want to support you. Please take a look at the Browse Listeners Page to find another listener based on their experience, and the topic you would like to discuss.
What do I do if my listener is being inappropriate, abusive, or hurtful?
Please leave a written review for your listener. You can find the star review button in your chat window. We use your written reviews to give listeners direct feedback on how to improve. Please keep your reviews honest and thoughtful. We are all here to grow together. You can use one of the following options to control contact with the listener.
  • Block: Cut off communication between you and a listener.
  • Ban: Report the listener for violating terms of service of the website. Please use this only if you feel this listener could be harmful for other members as well.
I can’t log into my listener account!

Your account was likely disabled for a violation of terms of service. We put listener accounts on hold who are reported for:

  1. Participating in a chat that is abusive, harmful to the member or sexual in nature
  2. Giving out personal contact information or social media handles or asking to connect off of 7 Cups

Please check your email account associated with your 7 Cups account. In all cases, we send an email letting you know that your account has been disabled. This email will include more information on why this happened and what to do if you feel this action was taken in error.

If you’d like to get your account re-instated, no need to email us back. Simply submit to this form and we will review your account and get back to you via email within 3 to 5 days of your submission.

Note: If you see a failure code associated with your account, please include this code exactly as you see it in your support request.

I can’t log into my member or guest account!

Your account was likely disabled for a violation of terms of service. We remove members and guests who are reported for being abusive, harmful or involved in a chat that is sexual in nature. If you feel this was done in error, please use this form to let us know. We will review your account and get back to you via email within 3 to 5 days of your submission.

How do I change my username?

Below please find information on how to change your account username.

Listener

You may change your username up to 2 weeks after creating an account. If you are under the two week mark, please go to your account settings page and you will easily be able to change your username. All changes are logged to your profile.

Note: Your regular contacts may not be able to find you after you change your name. To avoid confusion, make sure to communicate that you have changed your name to your regular 7 Cups contacts.

If you would like to request a name change after two weeks, you must provide a valid reason. Please use this form to make the request. Unfortunately, we are unable to change usernames without a valid reason at this time.

Member

If you would like to request a name change, you must provide a valid reason. Please use this form to make the request. Unfortunately, we are unable to change usernames without a valid reason at this time.

How do I deactivate my listener or member account?
Please go to your account settings on your listener/member dashboard, at the bottom of the page there is a button called "deactivate my account." Simply press this, let us know why you are leaving and your account will be put on hold. When you are ready to return, you can simply log back in and your account will be waiting for you. We hope you will come back soon!
What do I do when I accidentally block someone?
If you have accidentally blocked someone, you may request the connection be unblocked. Please email community@7cups.com, include your account name and the name of the account you wish to unblock.
What do you do if someone mentions they are suicidal?
  1. If you are in a 1-1 chat, please refer the person to the suicide prevention hotline: 1-800-273-8255 or www.suicide.org. After you give the referral information, we request that you professionally disconnect from the chat by saying something like this:
    “I can tell you are going through a very hard time right now. I encourage you to reach out to the resources I have provided for extra support. As a listener, I am able to show you empathy and compassion, but 7 Cups of Tea is not a crisis referral center and I am not trained to help you through this difficult situation. In a few moments, I am going to leave the chat to provide you the space to reach out to the crisis centers. I am still more than willing to support you as your listener and will check in with you shortly.”
  2. 2) If you are in a group support chat room, please use the “refer button” located in every message. When pressed, the user in question will receive all of the relevant referral information.
How can I become a listener for teens?
You may apply to be an adult listener for teens. Learn more here.
How do I make the appropriate age group selection for my listener account?
For safety purposes, all of our listeners on our adult site are required to be 18. If you are 15 to 17 years old and would like to apply to be a teen listener, but have accidentally set up an adult account, please email us at community@7cups.com. Your email should include: 2 social media handles that match the name on your listener account. These will be kept confidential and only used to verify your identity. Additionally, please provide your updated date of birth.
How do I make suggestions about the site, apps, or service in general?
We'd love to hear your suggestion. Please submit it in the Suggestion Box. Thanks!

Not able to find a solution above?

Billing F.A.Q.

Before continuing to request assistance from our billing team, please review the following frequently asked questions about billing on 7 Cups. The answer to your question is likely here!

How do I cancel my subscription?

We do not accept subsciption cancellations via email.

Cancelling your subscription depends on your payment method. Here are the three ways to cancel:

How do I switch therapists?

You can switch therapists in your account settings one time. To do so, simply:

  1. Login to the account you purchased in
  2. Click your profile image at the top right
  3. Select “Settings”
  4. Click “Manage Subscriptions”
  5. Select “Switch Therapist”
I thought this was a free trial. Why was my card charged?

If you signed up for therapy on 7 Cups, and your trial period has not ended, your card has not been charged. We had many people signing up that had no intention of paying us later when payment was required. As you can understand, this wasn’t great for therapists as they expected payment. We now pre-authorize all cards. Per our terms, when you start a new subscription, your card is authorized for the amount of the first payment at the time of signup and we release that authorization after we verify that the funds exist. Some banks may show this as a charge in your register, but it is not. Your bank should reflect that those funds are released as soon as they can, however, some banks take longer than others.

If you cancel your online therapy service within the trial period, then you will not be charged at all. It is a 100% free trial.

I thought this was $5/day! Why was I billed $150?

While the amount does break down to $5/day, it is billed on a monthly basis, like a gym membership. You have access anytime within the month, and can take advantage of that as much as you’d like. We bill by the month ($150 is a flat rate for the entire month), not by usage. You can see how we explained this on the payment page:

Your subscription, which starts with a 3 day free trial, will begin when you click on the button above. Simply cancel anytime in the 3 days, and you will not be charged. To cancel, go to “settings” and click on “manage subscriptions” and cancel. By clicking the button above, you authorize us to continue your month to month 7 Cups subscription automatically at the rate of $5/day, billed monthly. ($150/month)

If you did not cancel within the free trial period, we are not able to offer a refund at this time. Here is how we explained this during your sign up process. We have done our best to ensure that it is as clear as possible.

Your subscription, which starts with a 3 day free trial, will begin when you click on the button above. Simply cancel anytime in the 3 days, and you will not be charged. To cancel, go to “settings” and click on “manage subscriptions” and cancel.

If you have now canceled you will not be charged further. If you have yet to cancel, you are welcome to continue to message your therapist, or to switch to a new therapist under manage subscriptions in your account settings. If you would like to not be charged in the future, please be sure to cancel prior to the end of your current month’s subscription. You can cancel anytime in your account settings.

Why didn’t my therapist message me right away?

Therapists are not available on demand. As we explained during the sign up process (shown below), your private chat with your therapist is available anytime for you. Therapists will reply to you at least once or twice per day, Monday through Friday. This is not an instant message format.

I am glad we are talking. I am confident we can help you. How we work at 7 Cups is that you and your therapist post back and forth. You have unlimited messaging, so you can post as much as you want.

Your private room is here 24/7, whenever you need it. This is your space. Your professional therapist responds back and the two of you will decide on a routine, typically once or twice per day. This is not instant message format. All conversations here are confidential, safe and secure. This is a place where you can discuss anything, privately.

You are welcome to either connect with a listener, if you want a live chat, or you are also welcome to switch therapists within your account settings.

I barely even used the service, can I get a refund?

We do not offer refunds. As you saw during the sign up process (shown below), we offer a free trial. If you cancel your online therapy service within the trial period, then you will not be charged at all. It is a 100% free trial. However, if you do not cancel within the trial period, your account will be charged. You can think of this like you would think of a gym membership or any other kind of subscription service. Once the trial is up, you will have purchased one month of services. You can use it as little or as much as you like, but you pay for the month regardless of how much you choose to take advantage of it. We try to ensure to make this very clear during the sign up process, as you can see in excerpts below.

Your subscription, which starts with a 3 day free trial, will begin when you click on the button above. Simply cancel anytime in the 3 days, and you will not be charged. To cancel, go to “settings” and click on “manage subscriptions” and cancel.
You can use the service as long as you need. You can cancel the subscription at any time for any reason in your account settings.

If you have now canceled you will not be charged further. If you have yet to cancel, you are welcome to continue to message your therapist, or to switch to a new therapist under manage subscriptions in your account settings. If you would like to not be charged in the future, please be sure to cancel prior to the end of your current month’s subscription. You can cancel anytime in your account settings.

Subscriptions and community guidelines

All paying users are obligated to follow the 7 Cups community guidelines. You can review the guidelines here. Failure to follow community guidelines may result in your account being rejected. If your account is rejected for failing to follow our community guidelines, you will forfeit your paid subscription. We encourage you to review our community guidelines carefully.

Not able to find a solution above?

Backing 7 Cups

What is "Back 7 Cups"?
Like every organization, 7 Cups needs funds to sustain itself so we can continue providing support to thousands of people in distress every day. The Back 7 Cups option provides a way for supporters to contribute to 7 Cups’ sustainability efforts.
What is the "Sustainability icon?"
Every person who backs 7 Cups will get a sustainability icon depicting a green leaf. This is a gratitude token from us to thank you for your contribution in enabling us to get support to many people each day. You will also have the option to gift a token to someone else on 7 Cups too. This token will display on the recipient’s profile. The beneficiary can be a listener or a member.
What does it mean if I have more than one sustainability icon?
It means multiple people have gifted a sustainability icon to you. The number of times you have received the icon will display on top of the icon.
What do I get for backing 7 Cups?
IF you back 7 Cups from a member account this unlocks access to 32 personalized growth paths. You will also receive the sustainability token and an opportunity to enable another member or listener to display the token on their profile. You will also receive emails from Glen on site updates and news and access to group trainings led by mental health professionals. You can learn more about the perks on the Back 7 Cups screen.
I have a member account and a listener account. Can I back 7 Cups from either to upgrade my member account?
To unlock the upgrade features for your member account be sure to back 7 Cups from that account. If you wish, you may then gift the second sustainability icon to your listener account (or to any other account). If you back 7 Cups from your listener account, this will not upgrade your member account, even if you gift your second sustainability icon to that account, because the gifted icon does not unlock the upgrade. If you backed 7 Cups from your listener account and now realize you wanted to do so from your member account, please submit a support ticket at the bottom of this page and we'll make the switch for you.
Can I back 7 Cups without having an account?
Yes, you may back 7 Cups without a listener or member account. However, we encourage you to sign up with us to keep in touch and receive news and updates about 7 Cups.
Can I back 7 Cups anonymously?
We do not currently offer an automatic way to back 7 Cups without displaying the token. (That is, you could back us from a logged-out browser to avoid showing the icon on your account, but then you'd also not receive any benefits on your actual account.) However, if you'd like to keep your support anonymous you can email us at info@7cups.com and we can have it removed for you.
Can I back 7 Cups more than one time?
Yes, you are welcome to back 7 Cups as many times as you like. Simply return to the Back 7 Cups page and follow the same process. The new amount will be charged to your card and the number on your sustainability icon will increase by one.
What is the minimum amount I can give?
To cover credit card fees and charges, we ask for a minimum donation of US $5.
Can I give a one-time donation?
At the moment we do not have offer the option of a one-time donation. However, you may choose to distribute a single amount over a 12 months recurring payment, or you may also set up a recurring donation to donate the first time, and then cancel the donation subscription the following month so your card is charged only once.
What kind of payment modes can I use?
For now we have credit card payments accepting all Visa, Mastercard, Discover, American Express, and Diners Club International cards. We’ll soon be adding PayPal as well.
What is the currency in which my donation will be charged?
All payments will be charged in USD. You can use this currency converter to estimate your payment value.
Can I cancel my support at any time?
Yes, even though we would of course love to receive your continued support, we understand that life happens and you might need to stop the recurring subscription. You can manage your subscription via your settings page. Upon ending the subscription, the sustainability icon and other perks will no longer apply to your account.

Not able to find a solution above?

Technical Support & Feedback

Found a bug? Have an account issue? We try to answer all requests as quickly as possible. We will reply within 3 to 5 business days of your submission.


Contact Information

Required for Bug Reports & amp; Account Questions.

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