> ## Documentation Index
> Fetch the complete documentation index at: https://docs.opentherapy.app/llms.txt
> Use this file to discover all available pages before exploring further.

# Getting help

> How to contact Open Therapy support, expected response times, and Australian crisis lines.

## Crisis support

<Warning>
  Open Therapy is not an emergency service and nobody monitors the platform around the clock. If you
  or someone else is in immediate danger, call **000**.
</Warning>

These Australian services are free and available now.

| Service                   | Number            | For                                                             |
| ------------------------- | ----------------- | --------------------------------------------------------------- |
| Emergency                 | **000**           | Immediate danger                                                |
| Lifeline                  | **13 11 14**      | Crisis support and suicide prevention, 24/7                     |
| Suicide Call Back Service | **1300 659 467**  | Counselling for anyone affected by suicide                      |
| 13YARN                    | **13 92 76**      | Crisis support for Aboriginal and Torres Strait Islander people |
| 1800RESPECT               | **1800 737 732**  | Domestic, family and sexual violence                            |
| Kids Helpline             | **1800 55 1800**  | Anyone aged 5 to 25                                             |
| Beyond Blue               | **1300 22 4636**  | Anxiety, depression and suicide prevention                      |
| MensLine Australia        | **1300 78 99 78** | Support for men                                                 |

## Contacting Open Therapy

There is no support phone line. Everything goes through email, which means every answer is written down and can be re-read.

| Reach                           | Email                                                           | Response                           |
| ------------------------------- | --------------------------------------------------------------- | ---------------------------------- |
| General support                 | [support@opentherapy.app](mailto:support@opentherapy.app)       | One business day                   |
| Billing, payouts and invoices   | [billing@opentherapy.app](mailto:billing@opentherapy.app)       | One business day                   |
| Clinical governance and conduct | [governance@opentherapy.app](mailto:governance@opentherapy.app) | Acknowledged the same business day |
| Privacy and data requests       | [privacy@opentherapy.app](mailto:privacy@opentherapy.app)       | Within 30 days                     |
| Security vulnerabilities        | [security@opentherapy.app](mailto:security@opentherapy.app)     | —                                  |
| Legal                           | [legal@opentherapy.app](mailto:legal@opentherapy.app)           | —                                  |

<Tip>
  Include your invoice reference — it looks like `OTF-2026-0093` — when you write about a payment. It's
  the fastest way for someone to find the right session.
</Tip>

## Things you can sort out yourself

<Columns cols={2}>
  <Card title="Cancel a session" icon="calendar-x" href="/clients/cancellations-and-refunds" horizontal>
    Cancel from your sessions list. The fee, if there is one, is shown before you confirm.
  </Card>

  <Card title="Find a receipt" icon="receipt" href="/clients/invoices-and-receipts" horizontal>
    Every settled session produces an itemised receipt in your billing page.
  </Card>

  <Card title="Change your matches" icon="sliders-horizontal" href="/clients/find-a-therapist" horizontal>
    Edit your answers in preferences and your next shortlist is rebuilt from them.
  </Card>

  <Card title="Set up payouts" icon="banknote" href="/therapists/set-up-payouts" horizontal>
    Therapists: connect or repair your Stripe account from the payouts screen.
  </Card>
</Columns>

## Complaints about a practitioner

If your concern is about a registered health practitioner's conduct or clinical care, you can raise it with Open Therapy at [governance@opentherapy.app](mailto:governance@opentherapy.app), and — independently of us — with [Ahpra](https://www.ahpra.gov.au), which regulates registered practitioners nationally.