A payment may fail for a few common reasons, such as the card being expired, a temporary bank hold, insufficient funds, etc.
As a first step, please make sure your card on file is valid and has sufficient funds.
You can update your credit card on account any time by accessing Account > Payment > Edit card. At the time a charge is collected, we will always use your card on file.
Then, type in the existing care chat that you verified or updated your card. You can return to your chat in your account by clicking on "Services" then "Inbox". You will see a list of the conversations you have started.
Our Care team will be able to assist you by retrying the recharge. Please note that you must settle your outstanding balance in order to be able to schedule your next paid session.
Online Counselling is an out-of-pocket mental health service available through Dialogue. Access depends on your coverage. If Online Counselling is available to you, you will see it as an option under the "Mental Health" tile in the app. You may also have access to other mental health services through your organization- or employer-sponsored coverage, so we recommend reviewing your available options before getting started.