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Call 111 if you’re experiencing a mental health crisis
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Call 111 if you are experiencing a mental health crisis
Call 999 or go to a&E if your life Is at immediate risk
Do you need to talk to someone?
Call 988
Is your life at immediate risk?
Call 911 or attend the ER
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Here are a few of the things people often ask about the ieso program

Find out everything you need to know about the program in our FAQs below, and if you still have a question, concern, or problem, complete the form at the bottom of the page and a member of our Support Services team will reach out to you personally.

People often ask us...

If you don't see your question here get in touch with us by submitting a question via the form below.
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About the program

Who is ieso?

We are a healthcare company passionate about using technology to create a world where everyone has access to effective and timely mental healthcare. We have treated over 110,000 patients online and built the world’s largest scientific library of data about mental health that has been collected. We are expert clinicians, scientists, and digital technologists working together to create effective and highly personalized digital mental health products.

For more information, please visit

What is the program?

This is a 6-week program that you can access on your smartphone and with internet connection. Created by our world-leading clinicians and behavioural scientists, it has been designed to help you develop skills to better manage symptoms of worry and anxiety. The program is delivered in weekly modules, each containing up to 3 sessions taking around 20 minutes to complete. During a session you will be guided by a digital agent 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, each lasting around 20 minutes. 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 program is available 24/7, including weekends, evenings, and holidays.

What do sessions involve?

The sessions will involve you typing answers to questions relating to how you are experiencing worry and anxiety symptoms. You will watch, listen to, and read expert content that relates to your answers and helps 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 my transcripts?

You will be able to view the transcripts of your sessions, rewatch videos, and revisit your journal during the program 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 being in a session with a human therapist. 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 program is asking me, or it does not understand my typed replies?

If you do not understand what you are being asked, just 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.

What will this program cost me?

This program will not cost you anything.

Am I able to give this app to my family members to use?

If your family members have the same health benefits as you, they may be eligible to use the program.  Please have them contact the program sponsor to obtain their own access code.

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

The program requires internet access. If you are struggling to gain regular access to internet/Wi-Fi, then this program 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 program does not help me? Where can I get more support?

If you are not finding the program helpful, or it isn’t helping in the way you had hoped, please contact your health plan provider or primary care provider to discuss other treatment options that are right for you.

Who can I contact if I have concerns for my safety?

If you would like to talk to someone about how you are feeling, you can call the 24/7 toll-free line 988 anytime. If you are concerned for your safety or the safety of someone around you, please call 911 or visit your local emergency room.

Data privacy

Is the program confidential?

Yes, the information you provide us is confidential within ieso. This means your employer, Primary Care Provider, friends, and family with not be aware you are using the program unless you disclose this to them. While we do share data relating to program performance with our partners, this data is always de-identified.

How is my data protected?

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

To safeguard your information:

  • Your personal data is encrypted and securely stored

  • We only share your personal data when it is necessary for provision of this app, and it is never sold, or shared with external parties for marketing or advertisement purposes

  • Access to your personal data is on a strict need-to-know basis

Can I delete my account if I change my mind?

Yes, you can delete your account if you no longer wish to access it. To do this, please contact our support services team using the ‘contact us’ form below. Please be aware that you will no longer be able to login or access your conversations, videos, journal, or any other part of the program.

Technical problems

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

If the app isn’t working as you believe it should, please contact our Support Services team using the contact form below.

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 15 or Android 9 (and soon Android 13) are compatible with the app. The app is not currently compatible with tablets or other screens.

To know whether your Apple phone is updated to iOS 15, go to Settings, then General, then Software Update. The screen will show the currently installed version of iOS.

To check whether your Android phone supports Android 9 and 13, go to Settings, then About phone and the screen will show you which “Android Version” it is.

Our latest knowledge

Our approach means we’re continually gathering a new understanding of what works and why in treatment. Read our latest news, research and articles written by people shaping the future of mental healthcare.

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Contact us

Get in touch

Monday-Friday 9-5pm

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.

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

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

For general enquiries, technical or administrative support, please email our Support Services team at and a member of the Support Services team will reach out to you.

To make your experience as smooth as possible, describe the problem and add any screenshots that you feel may help us to identify and resolve the issue. Please do not disclose any personal or sensitive health information that you would not want our support team or IT technicians to see. They view the information provided in order to provide the best possible support.

This inbox is managed by an administrative team who are not clinically trained. In a health emergency: Call 911 or go to your nearest Emergency Room. Call 988 to speak with someone immediately if you are experiencing a mental health concern
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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