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Virtual Services FAQs

Common participant questions - answered!

How many credits for live sessions do I have?

We want you to fully utilize and enjoy live sessions and coming soon you will be able to see how many credits you can use each month. Until then, contact your employer for more specific information.

What do I do if I 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 in the details of the shift you would like to cancel. You can also email us at Don’t forget we have a 24-hour cancellation policy.

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.

Can my practitioner book my next session for me?

Your practitioner 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, submit a support case, or email with the booking information and our support team can schedule the session.

I don’t have a preference for a practitioner, can I just pick a session based on date and time?

Yes, you can skip the page with the practitioner 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.

Can I book additional sessions and pay for them myself?

Yes! On the Service Category page, all icons with a $ symbol can be paid for out of pocket. You can also pay with your HSA! This allows you to easily pay for additional sessions if you have run out of the ones provided by your employer.

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 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.

How can I access more resources for mental health?

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 Zenovate content. You are also able to self-pay and access additional services. Make sure to follow Zenovate on social media and check out our blog for information on managing your wellness.

Who can I contact for help and support?

Our support team is eager to help you fully enjoy the Zenovate experience. The best way to get the support you need is to submit a support case. Log in to the Zenovate 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 any additional information to help and resolve any issues. You can also email

Do you have a mobile app?

Yes! There is a mobile application that can be downloaded by visiting the Android and IOS store. Search for Zenovate and then download the app. You can easily access all the resources and book virtual sessions from the ease of your mobile phone.

Still have questions?

Fill out the support form below and someone will be in touch!

Everything for employee wellbeing in one app.