Here are a few questions people often ask about the ieso Digital Programme app

Find out everything you need to know about the programme, how to access it, and more.

About the programme

What is the ieso programme?

This is a 6-week programme that you can access on your smartphone and with internet connection. Created by our accredited and experienced clinicians and behavioural scientists, it has been designed to help you develop skills to better manage symptoms of worry and anxiety. The programme is delivered in weekly modules, each containing up to 3 sessions to complete. During a session you will have a digital guide walk you through videos, educational content, interactive worksheets and more – all designed to help you understand and manage your symptoms.

How long are sessions and what will I need to prepare?

Each week you will be invited to join up to 3 sessions. To make the most out of each session, we recommend setting yourself up somewhere where you will be comfortable and able to concentrate with minimal distractions. You will also require internet connection. When you complete your sessions and tasks is entirely up to you. The programme is available 24/7, including weekends and evenings.

What do the weekly programme sessions involve?

The sessions will involve you having a conversation with the digital guide, typing answers to questions relating to how you are experiencing worry and anxiety symptoms. You will watch, listen to, and read expert content to help you develop new skills. You will also be invited to complete in-between session tasks that give you the opportunity to practice these skills and try to apply them in your everyday life. Practicing these skills has been proven to help people better manage symptoms of worry and anxiety and live well.

When can I start a new session?

Each new session will be made available after you have completed the previous session and had some time to reflect. When the next session is ready, it will be visible on the ‘today’ screen of the app and titled the session number e.g., “Session 1”. This way you can see how many you have completed, and you can always find your completed transcripts and videos in the ‘Journal’ section.

How do I view what I wrote in my previous sessions?

You will be able to view the transcripts of your sessions, rewatch videos, and revisit your journal during the programme and after your guided sessions have finished.

What happens if I don't complete a session within 24 hours of starting it?

If you don’t complete a session within 24 hours of starting it, the session will begin from the start again the next time you log in. This is because it’s important to keep the conversation flowing and fresh in your mind, just like individual therapy. We believe that completing each session in one go where possible, or at least within 24 hours, helps people to get the maximum benefit.

What happens if I do not understand what the programme is asking me, or it does not understand my typed replies?

In some (but not all) open text boxes you can type “I don’t understand” into the next open text box. Our Digital Guide will then ask the question in a different way. If it does not understand your reply, our Digital Guide will ask you to type it again in a different way. It is built in such a way that it is always learning.

Will my therapist see my responses?

Your therapist will not see what you type into the programme.

What will this programme cost me?

This programme is available free through your NHS Talking Therapies provider and will not cost you anything to use.

Am I able to give the programme to my family members or friends to use?

The programme is currently only available to people who have accessed ieso through their NHS talking therapies provider or applied to participate in one of our research studies. Family and friends can check whether the ieso programme app is available to them by visiting the get started page at or alternatively by visiting the ieso research study page.

Can I still use the programme if I don’t have internet?

The programme requires internet access. If you are struggling to gain regular access to internet/Wi-Fi, then this programme may not be best suited to your needs.

I lost internet halfway through the session, will I have to start it again?

If you lose internet access but can regain it and resume the session within 24 hours, you will be able to continue where you left off. If you are unable to regain access within 24 hours, the session will begin at the start again the next time you log on. Our research shows that completing each session in one go where possible, or at least within 24 hours, helps people to get the maximum benefit.

Health and wellbeing information

What should I do if this programme does not help me? Where can I get more support?

If you are not finding the programme helpful, or it isn’t helping in the way you had hoped, please contact our Patient Services team or your assigned clinician. Our Patient Services team can be contact directly via email: or alternatively by calling freephone 0800 074 5560. Please note Patient Services are available Monday-Friday, 9am- 5:30pm.

Who can I contact if I have concerns for my safety or the safety of someone else?

In an emergency:

  • Call the Samaritans on 116 123 if you need to talk to someone.
  • Call 111 if you're experiencing a mental health crisis.
  • Call 999 or go to A&E if your life is at immediate risk.
I really like the app and would like to provide user feedback, who can I contact?

We welcome feedback, please reach out to our Patient Services team, who can be contact directly via email: or alternatively by calling freephone 0800 074 5560.

Data privacy

Is the programme confidential?

The personal information you provide to ieso is confidential - and this is only accessed in connection with your personally identifiably information on a strict need to know basis. For instance, our Clinical Supervisors cannot access your written conversations, but they can view your questionnaire responses, if it is required in relation to your care.

We also use a small number of well-known SaaS (Software as a Service) providers to store subsets of your information, which is necessary to provide this app to you. In these instances, we have strict agreements in place to protect your data - please see the privacy notice for further information.

How is my data protected?

We take data protection seriously. The confidentiality of all information shared between yourself and ieso is upheld to the highest level possible.

To safeguard your information:  

  • We protect your information using the best encryption and security standards.  
  • Your information is stored confidentially. Access to your data is on a strict need-to-know basis.  
  • We will never sell or share your personal data for advertisement or marketing.
How is my data used by ieso researchers?

We collect information about you and your usage of the app to understand how well our digital program is helping you. We use this information to make improvements to its functionality and usability. This means, together, we’re helping you and others like you live well with anxiety. 

We will only use your deidentified data for research. This means that your data will not be accessed in connection with your name or contact details.  

This includes your typed conversations within the app. Our researchers will not know who typed them. 

How long will you retain my data?

As your interaction with the app will form part of your health record with ieso, we will retain your personal information for up to 20 years in accordance with the NHSX Records Management Code of Practice.

Technical issues

The app isn’t working, how do I report this?

If the app isn’t working as you believe it should, please contact our Patient Services team directly via email: or alternatively by calling freephone 0800 074 5560. Please note Patient Services are available Monday-Friday, 9am- 5:30pm.

How do I reset my password?

To change your password, tap ‘Forgot Password’ on the login page. You will be asked to enter the email you registered with, and we will send you a link to reset your password. Click on the link and enter your new password in both boxes, then click ‘Confirm Password’. If you are having trouble with this, please contact our Support Services anytime using the contact form below.

What devices work with the app?

All Apple and Android smartphones that support iOS 16 or Android 13 are compatible with the app. The app is not compatible with tablets or other screens.

To check whether your Apple phone is updated to iOS 16, go to Settings - General - Software Update. The screen will show the currently installed version of iOS.

To check whether your Android phone supports Android 13, go to Settings - About phone and the screen will show you which “Android Version” it is.

Contact us

Monday-Friday, 9am-5:30pm

For general enquiries, technical or administrative support, please call our freephone number and speak to a member of our Patient Services Team who are on hand to make your experience as smooth as possible.

Please note, this phone line is managed by an administrative team who are not clinically trained.

In a health emergency:
Call 111 - if you are experiencing mental health crisis and urgently require medical help or advice, but it is not a life threatening situation
Call 999 - if you or anyone else is in immediate danger or harm
Call 116 123 - to speak to the
Samaritans 24 hours a day  

The Jeffreys Building, Cowley Road
Cambridge, Cambridgeshire, UK, CB4 0DS

Registered in England and Wales
no. 4063351  |  VAT no. 247968939

This form collects personal data to enable us to provide you with information requested. By submitting this data you are consenting to us processing the personal information given in order for us to respond. See our Privacy Notices for more detail on how we process personal data.
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The ieso programme app is available to use and download now

Alternatively, if you would like to find out about other mental health support options available in your area, visit the NHS website here.