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📋 222 Recent Outage Reports
The App keeps loading and I couldn't start my video session with a client, so we're doing live chat instead.
upstream, connect, error or disconnect/reset before readers. Reset reason: connection termination”
Website is down. Say error 1001 on the app. Not allowing me to get onto my appt.
Cannot log onto site to start my session with client. Upstream error. Connection disconnected message sent.
cant login in the App on both my Devices nor Website, it keeps loading and then gives me time out even tho my Internet is great
cant login in the App on both my Devices nor Website, it keeps loading and then gives me time out even tho my Internet is great
Same as Desarie and 502 bad gateway.
I can’t get into the app, the website or get a hold of my therapist. Missed my session and not happy about this at all. When will this be fixed?
I can't connect to the website to log in via my computer or my phone with the app. I get error messages repeatedly.
I am a BH therapist and I can’t log in.
Not loading and giving a reset connection error message
Getting an error when logged into my account - “upstream connect error or disconnect/reset before headers. Reset reason: connection termination”. Happens on all my browser devices and apps, Wi-Fi or mobile data.
Upstream connect error
It’s not loading and giving the following message “ upstream connect error or disconnect/reset before headers. reset reason: connection termination”
App and website down, no way to contact therapist.
Cannot login. Saying has a problem with upstream connect error/reset before headers. Not sure what this means.
Unable to log in
It’s not loading and giving the following message “ upstream connect error or disconnect/reset before headers. reset reason: connection termination”
Groups never being started by host. This is a serious problem with BetterHelp because they don’t refund the money only give you an extension.
All session types are not working on either end.
Betterhelp server is getting worse and worse. Yesterday and today have been pretty much the last straw!
Betterhelp server is down. Very frustrating, cannot log in for my client sessions nor do I have a way to contact them.
App and website not working
Site is down.
Site is down; app not working
Receiving error 502 Bad Gateway on desktop and mobile app
App simply isn't working and I'm receiving a gateway error on the browser version. Really inconvenient, I had a session today :/
It's not loading, saying server error. Can't connect to my client to notify. Very frustrating!
Site down
App isnt working and website says server error.
Hi I’m still having connection issues even with my Ethernet cable hooked up to my iPad from the modem it went to black screen though I can still hear therapist. Please help me.
It happened last week when my therapist and I tried to connect on Oct 25 10:00 am. It took about 15 min to connect....I did not get the 30 min I paid for. I was offered an extension on my billing which meant I had to pay $25 since there would be 2 sessions in the same week! I have been receiving messages from my therapist all week and am not able to connect to the system to answer them. I have no problems with my connections to anyone else....just Betterhelp. I can see there are issues with your connection and my therapist said others have said the same thing. It is disappointing to spend $80 per session and be stressed out about the connection even working. The issue is that I am able to connect to Betterhelp. Please help!
Trying to start a session with my therapist for 12 minutes - we're both getting error messages saying neither of us are online - the messaging works, but it keeps giving me an error message any time I try to send a reply in the chat. It goes through anyway, but it seems to be the only feature that's working.
Cannot send messages to my Therapist through the App. In addition, my therapist cannot initiate a call but was able to send messages briefly.
will not allow me to connect to any live session. anytime I send a message in the chat is gives an error message. messages are getting to the client but client gets the same error message when client responds.
App is not responding, cannot connect to video or phone sessions. Keep receiving error message when sending texts to client. Also says client is offline
The site is slow establishing a secure connection. Then when I send a message to my client it says there's an eror and I may not be connected to the internet, even though I am.
Unable to voice call clients and receiving an error message when I try to send a message thru app
App and website aren't working. Can log in but can't send messages or start video/phone call
I am unable to connect to clients via video or voice.
Every message I send to clients I am receiving the following error message: An error occurred while sending your message; Please make sure you are connected to the internet and try again. My clients are receiving the same message when they send. It is also not allowing me to begin calls, video, or chats with scheduled clients. I now have two missed appointments due to the website not working.
I can't make a video or voice call to my client. I've tried 2 devices and the same problem. Plus error messages keep popping up.
My app is not showing groups only a blank screen
Error message popping up - app is down on iPhone & Ipad
App is not working
When I try to open the app on my phone it goes to a blank greenish screen. This has happened many times. Usually I use google to get the site up. Today even that didn’t work.
the video feed is not working. I checked my computer and I was able to use other platforms, zoom, simpletherapy and others. I can not test my video either
Once I login the website, it kicks me out after a few seconds due to "inactivty".
I am a therapist for BetterHelp. The phone app is not working for me.
My client and I were talking on the phone feature on the app and it stopped working. Every time I tried to call him, it just went directly back into a call without a waiting period which is weird. Client and I tried the phone again and video. No of it would work. We also both restarted our systems. I have no idea what this is.
Sound isn't working on the app
the video chat feature isnt working. I join the call and my therapist joins the call but we cant see each other
I am a therapist on the platform. I get the following message when trying to log in. I have cleared cache and tried different browsers and still get the same message. This page isn’t workingwww.betterhelp.com redirected you too many times. Try clearing your cookies. ERR_TOO_MANY_REDIRECTS
On my side it shows client is online. I have sent several messages in the chat without a response and tried to iniate a chat phone or video session to see if any of those worked and nothing is working. It seems to function okay on my side.
Both app and website constantly logging me out and not allowing video session
My therapy session will not load for me or my therapist
Can't connect to client..just spinning
Unable to initiate session.
site is spinning when try to send invite.
I have been a therapist on BetterHelp for over a year; however, when I attempt to log on I am being treated like a new therapist and I am unable to access my dashboard. I have attempted to reach out to BetterHelp several times with no response.
The website is still experiencing issues. What is going on?
Today is 5/24 and there are still issues with the site. I attempted to initiate a video session with my client and it failed several times. My client reported only seeing a white screen on her end. It told me she didn't accept the video on my end.
I am still having trouble receiving verification codes
Everything seems to be up and running again :)
I was able to log back in and message my clients... Hope others are able to do the same!
It's up for the moment, but has crashed a couple times so far, I'm messaging all of my clients with an alternate contact for me. If BH dings me for it, then they can find a way to fix it.
Tried using three devices to sign into Better Help; unable to open site or log in. Have 7 sessions scheduled today and no way to contact my clients.
Jennifer, I have same issue. I tried resetting password. My account is locked and I have to wait 24 hours for support. This is ridiculous especially when I have clients back to back all day through 10 pm, minus lunch and dinner. For certain issues, we need faster responses.
I'm therapist with BH. Still not able to log in and now getting a message that I've reached the max number of failed attempts. When I ask for a reset password link, it tells me the token has expired within seconds after receiving it. I've emailed BH contact several times with no response yet. I'm seeing some messages pop into my inbox by clients but I cannot access them. I hope the clients know something is askew and that their therapists aren't just not showing up. I know this is tough but we're all going through it together. Hang in there all.
It is back up
It is now up
It's working now. 11:27am CDT
I cannot stay logged in and page gives 504 error when trying to lig back in. I missed my appointment after trying to login for 25 minutes.
Same as others, attempts to login fail and then gateway timeout message
Cannot login or email clients. I didn't even get an email regarding my 10:15am client. I always get a notification to go to the therapy room. Trying to reach out to clients but not able to do so.
Still unable to access website. Hopefully my clients will see this note and know I am trying to log in!
Therapist attempting to log in. Continuing to receive 504 Gateway Timeout error message since 11:15 this morning (EDT). I have 8 clients left today. If any of my clients are able to access this, please know that you can reach out to contact@betterhelp.com to request a one week extension due to this outage. Give the date/time of session and reason for missed session (servers down). I will reach out to you as soon as I am able!
I tried to login and now it says I have logged in too many times with wrong password and now I have to seek support. I tried to reset my password and same issue...it times out or says I have to contact support. It locked my account because their servers timed out and somehow read it as a wrong password. Wonderful. I have clients back to back from 11:30am to 10:00 pm (lunch and dinner hour break). So do I have to wait 24 hours for support to resolve this? BH really needs a different process for issues like this.
App not loading to login, either error 1001 or 504. Cannot login via web either, 504 error
I cannot log in and have been trying now for 20 mins. I was supposed to see a client and I cannot even contact her to let her know. I don’t know who to contact so she is aware and this is really worrying! How long does it go down for as I am new and this is concerning.
It's so dangerous to cut a client from their therapist with no way of communicating, maybe BH will allow therapists to contact their client outside of the app to avoid potential mental health breakdowns etc.
I can't access the website and cannot login on the app. It keeps loading until a 504 message pops up. I tried on both my wifi and cellular data. I'm located in London UK
- unable to log in, keep being logged out - unable to send messages (error messages, delayed messages) - call cut out in 2 seconds
I was able to log in and send a message to my therapist with my phone number but i was kicked out again. Sucks because I really needed her today this has just derailed my entire day. Betterhelp needs to hire better tech people because this is ridiculous
Nashville, TN 37209 I am sending messages to clients, very slow and buffering. Sometimes errors out. Keep trying. I type the message and it buffers (you'll see a rotating circle), eventually it sends the message. :-)
This is pretty terrible. Been on this platform for a short time and I’m not impressed by any of it. Too expensive and for the price they should have backup servers.
Any word on when the issues will be resolved? I was just able to log in and message a member, but then it went back to the 504 message
can't connect on the website or the app. Gateway timeout error 504
Still out in Florida, the site won't load on any device, have already missed three appointments and can't contact my clients!!
As others have stated, it seems that the BetterHelp servers are down. I never like when there are barriers to clients receiving the sessions that they rely on. However, I'm reminding myself of the radical acceptance skills ("I can't change it so I'm going with the flow") and the relaxation skills that I am so often working with clients on. I'm sure that BetterHelp has skilled IT folks addressing the issue as we speak and I am confident that it will be up and running again soon.
I have managed to get back in but very slow and not able to send messages to my clients
My 11 AM CST client's just emailed me but I can't contact them back either on the app or the website. They live in Oregon. Does this mean that the site is down for some but not for others?
Betterhelp service is not functioning. All sorts of bizarre things are occurring. Able to send the same message 3 times and other fun things. Enjoy the fireworks show folks.
Still not up--it has been down for more than an hour. Unable to log into the site or app. Still getting the 504 gateway time-out message on the website.
The site appears to be down. I have been a therapist on BH for over a year and have only had this happen for more than a few minutes just one other time. Clients will understand and therapist will reschedule or try to make up if they can and we will carry on. BH will extend the subscription of every client affected and all will be well. I love BH they have been an incredible resources. Happy Mental Health Awareness Month :D
It came back up for long enough to log in, but crashed again before I could message a client. I am angry, and I am not sure to whom to complain - contact@betterhelp is pretty much useless, always.
I can't log into the app, mobile site or email customer service. Seems like the servers are down. This site isn't up
Both the app and the website will not load
app wont even open anymore 504 gateway timeout. web page same, couldn't even send a message for support. I am unable to send what I'm supposed to in the chat room with my therapist..... I'm glad I don't have an appointment today
FOR THOSE WORRIED ABOUT LOST TIME, EMAIL BETTERHELP AND REQUEST A WEEK EXTENSION, THEY WILL DO IT.
504 error. Client is scheduled for now, Thanks
The site is down. Therefore we cannot contact clients as the site is the only way to communicate with clients. We have to wait to resolve these issues. Clients cannot login either so they know something is wrong too. It will get resolved. As contractors therapists will not be paid. It is what it is. We will get through it:-)
Agree with those who say I sure hope we're reimbursed for missed sessions! It's already insane how much you have to work to barely get 30 PAID hours!
I too cant get in! I am a therapist. For those of you who are clients, contact BH and ask them to extend your subscription by a week since you could not get in or lost your session
I can't log onto Betterhelp on any device
Its back up for me
I am a therapist trying to login and having no luck this morning. I have five sessions scheduled today, so if any of my clients come here and see this, I am trying!
Logged me out during the middle of a session now I can't log back in on app or web browser. Error 1001 or Gateway 504. Annoying. :( This better not mean I lose my therapist!!!
I am a therapist with BH and the site is not opening on any device, any browser, or wifi or hotspot.
Website and app will not load. 504 Gateway Time-Out
Site is down and they are 100% non-responsive.
Unable to login to my online session!
By the way don't expect Better Help to reimburse or do anything.
anyone watching Johnny Depp case #justiceforJD
I’m a therapist on BH and am unable to login. Just want everyone to know that this appears to be a server issue and it has happened once before in the years I’ve been on the platform. As frustrating as this is for all of us, rest assured that it will be resolved! In the meantime we all get a few minutes to catch up on things or just sit and be present!
Gateway time out error message, Nashville, TN. 37209. Started 10:30 am CST. Internet USA global server issues according to other online reporting sites.
im broke and now I lost a session
Clients simply email support of session date and time, reason unable to attend is the servers are down, then request extension. BH is good about these things. Do not ask therapists to fix accounts as we cannot. Only member success deals with accounts issues, plans, etc. Again, BH support is great about these things.
The network is down despite having a strong internet connection. Unable to access my portal or log in.
I am a therapist on the site and cannot access on the computer, the phone app, or the internet browser on my phone. It is saying 504 Gateway Error. I can't let my client know about the problem or make an alternative plan for what will most likely be a session that can't happen now. Also, people for the service and we get paid to provide it, we don't get paid if we can't have the session, and then we get paid by the minute so lost time from sessions affects out paychecks. BetterHelp has to do better than this for the subscribers and the providers.
Same here for 50 min. I too have cleared browser and tried multiple different ways. Does Betterhelp notify clients in any way? I lost current session and have another scheduled shortly
I am a therapist. Unable to sign on to Better Help. I have a client in a few minutes. Trying from multiple browsers and cell phone. No Luck!
Website and App are down, wont allow logging in 504 Gateway - Timeout
I'm a therapist and concerned for my clients. However, this is beyond all of our control at the very moment and we will work it out with our clients when it comes back online. Take a deep belly breath :)
Site is down. Checked on 3 different computers and operating systems, also phone app.
Just wanted to add to the reports of 504 gateway time out. Website and app not loading. All other websites fine.
Just so everyone knows the 500 Gateway Error means their servers are down. Nothing we can do but wait. 🙄
Same here. I had a session scheduled for 11:15am EST and the website and app appeared to crashed (it still seems to be down for me). I went ahead and messaged support as well and received their generic response. I hope this gets resolved soon!
Website and app not working
The site isn’t loading. The app crashed while connecting to 11am phone session, still haven’t been able to get back on. I get “504 gateway timeout” from the site & “error code - unable to connect -1001” from the app.
Are we going to get charged for missed sessions or even for the fact we aren't able to access BetterHelp which we have paid for? Can someone pls respond to reassure as I am really freaking out I can't afford therapy in itself
Have been trying to get on for the past 45 minutes for a live session (I'm a therapist). I've tried on a Macbook in multiple browsers, on iPhone in a browser and the app, and on an iPad in a browser and the app. Reset cache, deleted cookies, restarted, had my spouse check - he's having the same issue. It was working fine before 11am (Eastern), but stopped just as I was trying to start a live session with a new client.
I’m a therapist and I can’t load the website. I’m getting the message 504 Gateway Time-out. I can’t contact my client to explain why I haven’t started the session.
I am a therapist on Betterhelp and cannot login this morning and have no way to notify clients.
The site is still down as of 11:45 ET.
Also, I have emailed support and they said they will get back in 1 business day. What are other therapists doing? message me what your ideas are- I feel bad for the clients of whom I don't have their numbers. 863-225-1534
I had an 11:30 session today and have been unable to log in for session; I am hoping we are reimbursed for missed therapy time.
I’m a therapist and have been unable to login since 11:03 EST. This is frustrating for therapists and clients alike. Reimburse the clients!!!!
I am unable to get on the website or my phone 504 gateway time-out
I've already missed appointments for 2 of my clients, I hope I get reimbursed by Betterhelp. It won't let me login and get 504 Gateway timeout
504 Gateway Time-out since 10:30am CST
I can’t get on-site to see clients.I can’t even send them messages that BH is down right now. I hope that BH has a message that goes out to all users when the system is down.
504 Time Out
Getting error 504 gateway time out...... I was in at 9am for an appt....then came back on to log in for next appt at 10am and couldn't. I cannot contact my client. I cannot log in. I have not received any notification from Betterhelp that anything is wrong with the system by email. I called to report and it was a phone number for clients only. The only way to contact Betterhelp was by email (ridiculous) and they have not responded. I don't know what to do. I have appts all day!!!!!!!!
504 Time out code. Called customer support, they're "not sure" if the site is down.
can't get website or app to load. 504 gateway timeout
I hope that you are going to give clients free sessions and us therapist compensation for time lost. This is unacceptable.
I have been using this site for 8 months now and I have never had this timeout issue
I get the Gateway 504 error ... the page won't load on anything. I think we will all be just at the mercy of the web developer until this is resolved...
The entire website has been down since 8 AM PDT, the first time even trying any sort of therapy and this isn't the greatest impression
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