Do you have questions?

Or maybe you just need a little more help to get started. No worries, we're here for you. Take a look at a few of the more common questions, or drop us a line.

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Do I need to create an account?

If you haven’t used Nivati yet, navigate to the following page and fill out the details. Be sure to use your work email address! https://app.nivati.com/login/register

How do I access an existing account on the new Nivati platform?

If you already have a Nivati account, you will need to click the “Forgot Your Password” link to create a password after selecting “Log In” at https://app.nivati.com/login. Follow the steps that you receive via email to finish setting up your account and that’s it, you’re in! From now on you’ll be able to sign in using your Nivati username and password.

I don’t have a preference for a provider. Can I pick a session based on date and time?

Yes, you can skip the page with the provider selection by selecting “Schedule” on the booking menu. You then will be able to see all the dates and available times to book your session.

Who can I contact for help and support?

Our support team is eager to help you fully enjoy the Nivati experience. The best way to get the support you need is to submit a support case. Log into the Nivati portal and select the tab from the main dashboard called “Support." Leave a detailed message in the description and include a subject and then select “Submit." Our support team will reach out to you if they need additional information to help resolve any issues. You can also email support@nivati.com.

Can my provider book my next session for me?

Your provider may have another virtual session scheduled right after your session or another task. To ensure that your session is scheduled exactly as you want it, you can log in and schedule it yourself in the portal or submit a support case or email support@nivati.com with the booking information and our support team can schedule the session.

How can I access more mental health resources?

Depending on your account, you may not have full access to all of our services. You can contact your employer and express your interest in accessing more (our video library, live sessions, and more). Also, be sure to check out the "Resources" area of the Nivati platform. You can also follow Nivati on social media for more videos and information on managing your wellbeing.

What is the cancellation policy?

We know you are busy and balancing many aspects of your life and we are happy to cancel or help you reschedule your session. If you do cancel with less than 24 hours notice, your account will still be charged.

How many credits for live sessions do I have?

Your available credits will appear on the scheduling page and will adjust as you book sessions. Please contact your employer or support@nivati.com for more specific information.

Can I book additional sessions and pay for it myself?

Yes! If your employer has enabled self-pay for your team, you will see "$" icons next to services that are eligible for self-pay.

What do I do if need to cancel or reschedule my live session?

If you need to cancel or reschedule your live session, you can submit a support case with your request. In the portal, select “Support” from the dashboard and enter the details of the shift you would like to cancel. You can also email us at support@nivati.com. Don't forget we have a 24-hour cancellation policy.

What do I do if I get an error message?

If you receive an error message at any point, please submit a support case or email support@nivati.com. Please leave a description of the error message so we can quickly resolve the issue. We are working hard and you should have a response in 24 hours once your case has been submitted.