Frequently Asked Questions
Below are answers to many questions you may have.
Prefer to ask us your question directly? Then contact us.
What is the difference between a psychologist and a lifestyle expert?
Our certified psychologists help users improve their resilience and overall mental well-being by fostering positive thinking and healthy behavioural patterns. They focus primarily on emotional and social well-being
Our lifestyle experts, including lifestyle doctors and nutritionists, help users enhance their energy levels and overall physical well-being by empowering them with healthier choices and lifestyle patterns that work for them. They focus primarily on nutritional guidance, sleep hygiene, energy management, female health, and breathing techniques.
What is OpenUp Family?
Since having strong, healthy relationships with our families is crucial for our happiness and well-being, with OpenUp Family, your loved ones can enjoy the same OpenUp services (self-guided care, Spaces to OpenUp, and 1:1 sessions) as you. You can offer OpenUp Family to a maximum of three direct family members.
Which family members can make use of these services?
Your partner(s): We acknowledge all forms of romantic relationships.
Your children: Biological, adopted, and stepchildren.*
Your guardians: Including adoption or stepparents
*Age restrictions apply based on your location. For the Netherlands, Germany, the United Kingdom, and Spain, children must be 16 or older. For all other countries, the minimum age is 18.
What is the difference between a mental well-being, physical well-being, and mindfulness session?
• Our mental well-being sessions are 1:1 sessions with certified psychologists to help users improve their resilience and overall mental well-being by fostering positive thinking and healthy behavioural patterns. They focus primarily on emotional and social well-being.
• Our physical well-being sessions are 1:1 sessions with our lifestyle experts (nutritionists and lifestyle doctors) that help users enhance their energy levels and overall physical well-being by empowering them with healthier choices and lifestyle patterns that work for them. They focus primarily on nutritional guidance, sleep hygiene, energy management, female health, and breathing techniques.
• Our mindfulness sessions are 1:1 sessions with our skilled experts. These sessions are tailored to each user’s specific needs and circumstances. During these sessions, our experts will carefully select and guide users through mindfulness exercises aimed at enhancing focus and alleviating stress.
How often should I expect to receive a chat response from my expert?
You can expect a response twice a week. Your expert will monitor your messages and respond in a timely manner.
What is OpenUp chat contact service?
OpenUp chat contact is a quick and convenient way to get the help you need, free of charge. For more information, please see our information page on Psychological Support.
How does OpenUp work?
OpenUp is a 360-degree well-being platform supporting individuals, employees, and companies.
We offer the following resources and guidance:
• Self-Guided Care: Online material, courses, and self-check-ins for independent growth and development. Explore Self-guided Care.
• Spaces to OpenUp: Interactive group sessions, masterclasses, and mindfulness practice. Discover Spaces to OpenUp.
• 1:1 Sessions: Individual sessions with psychologists and lifestyle experts in more than 25 languages. Book a Session.
What is the difference between OpenUp and regular psychological treatment?
OpenUp makes mental well-being accessible to all, helping you to deal with challenges at work or in your personal life.
Unlike regular psychological care, we do not focus on diagnoses and treatments, and you do not need a referral from your doctor. Instead, OpenUp focuses on prevention and sustainable (behavioural) change. The goal is to improve your mental well-being.
OpenUp is not a replacement for regular psychological care. If your symptoms are significant enough to warrant a diagnosis, we will recommend traditional psychological care. Equally, if your specific needs do not align with OpenUp’s services, we are happy to explore alternative options with you. We will always provide honest guidance in such cases.
Do I need to join a waiting list before I can be helped?
At OpenUp, we believe in a world where mental well-being is accessible to all. We are available within 36 hours. Book your session here.
What are OpenUp’s opening hours?
OpenUp is available:
• Monday to Thursday: 08:30 to 21:00 UTC+1
• Friday: 08:30 to 17:00 UTC+1
• Saturday: 13:00 to 17:00 UTC+1
We are closed on the following days:
• Easter Monday (1 April 2024)
• King’s Day (27 April, 2024)
• Ascension Day (9 May 2024)
• Pentecost (19 May 2024)
• Christmas Day
• New Year’s Day
Please note: Sessions can also be held outside of these opening hours, depending on calendar availability. You can find out more information when you book a session.
I would like to know if OpenUp and my organisation are a good fit. How can I learn more?
You can learn more with our non-obligatory demo. We invite you to discuss any challenges you are facing within your organisation and we will provide you with information about how OpenUp can be a suitable solution.
The demo will only take 25 minutes, during which we will provide a clear understanding of how OpenUp can help your organisation address mental well-being challenges. You can also ask questions about your company’s current challenges, which are completely confidential.
How do you guarantee the quality of your psychologists?
Offering the highest quality of care is our number one priority. Therefore, we use strict selection criteria for our psychologists. During selection, we use role plays and intervision sessions, to ensure we only hire the most talented psychologists. Moreover, all our psychologists have at least a master’s degree in Psychology.
The knowledge of our psychologists is kept up to date through regular courses and intervision sessions. Also, our psychologists are supported by clinical psychologists.
How long does a demo call last, and what can you expect to learn?
Our obligation-free demo typically takes around 20 minutes, and you can expect to learn how OpenUp can help your organisation address mental well-being challenges. You will also have the chance to ask questions about your current challenges and learn how OpenUp can support you with increasing employee satisfaction, helping foster individual and organisational growth, and decreasing absenteeism.
Do employees really have unlimited access?
Yes, as part of the collaboration between employer and OpenUp, all employees have unlimited access to all services offered by OpenUp.
This includes 1-on-1 consultations and 1-on-1 mindfulness consultations. The psychologist and employee will discuss how many consultations might be needed to handle the situation in question. On average, an employee is ready to handle the question themselves after 3-5 consultations.
What happens after my organisation is enrolled at OpenUp?
Once your organisation is enrolled with OpenUp, your employees gain access to 1:1 sessions with our experts, masterclasses, self-guided care, and interactive group sessions.
To ensure a successful partnership with OpenUp, we’ll assist you in promoting our resources within your organisation. You’ll be assigned a personal Customer Success Manager to create a communication plan aimed at motivating your employees to prioritise their mental well-being with OpenUp’s guidance.
What is the OpenUp HR Platform and how can I log in?
Our HR Platform is a tool for our HR clients to access actionable insights and practical resources.
If you are an HR client, visit hr.openup.com and sign in with your email to receive a personal access link to your mailbox.
If you are not an HR client yet, you can schedule a demo today to find out how we can help you prioritise mental well-being in the workplace.
I cannot login to the HR Platform, who should I contact?
If you experience login difficulties, please contact your OpenUp Customer Success Manager or send an email to csteam@openup.com.
How do I access my monthly company-wide insights?
To access monthly company-wide insights via our HR Platform, visit hr.openup.com and sign in with your email to receive a personal access link to your mailbox, or click on the link in your monthly e-mail, sent as soon as new data is available.
How can I find out more about roles at OpenUp?
If you would like to learn more about our roles, feel free to reach out to careers@openup.com or visit our job board to explore our current openings.
I can no longer attend a Space. How can I unsubscribe?
You can unsubscribe from a booked space by simply going to the ”MySessions” tab in your MyOpenUp account. After unsubscribing, your slot immediately becomes available for other interested users.
Are Spaces to OpenUp recorded?
All of our past masterclasses are available to watch on our website soon after the session has finished. Due to privacy reasons, group sessions and mindfulness sessions are not recorded.
What are Spaces to OpenUp and how can I join them?
Spaces to OpenUp are our online sessions led by our experts, including psychologists, medical and lifestyle doctors, and nutritionists. In these sessions, you will learn practical tools to improve your mental and physical well-being and connect with and learn from others. We offer three types of Spaces, including:
• Masterclasses: webinar-style sessions in a larger group. You can watch the masterclass and interact in the chat.
• Group sessions: small, safe, and private group session where you will deep dive into a topic and interact with others and our experts This session requires your full participation, with the camera and microphone on.
• Mindfulness: guided mindfulness sessions in a group, guided by a psychologist.
Any advice for a successful interview?
Getting to know us in advance always helps! Discover more about us on our website, check out our social media, and delve deeper into our mission. When applying, keep in mind that there are real people behind the screen, just like you. Share something that represents who you are, tell us about your interests and achievements, and let us in on why you’re interested in joining OpenUp. We’re eager to learn more about you! 💚
When will I know the final outcome of my job application?
We aim to complete your job application process within about one month. This will vary according to a few factors, such as availability and the number of candidates that have applied for the position. Please feel free to discuss any questions or concerns with us.
Does OpenUp offer remote work opportunities?
At OpenUp, we embrace a hybrid working model, allowing you the flexibility to work from home or the office based on your personal needs and the needs of your team.
What should I wear for my interview with OpenUp?
Dress code? 💃 Whatever feels good to you! We want to see you be yourself with us, whether this is in your first interview or at your company anniversary!
Who will I meet during the hiring process?
You’ll meet with a variety of OpenUp team members from different departments, including recruiters, potential team members, and your potential manager.
Where will the interviews take place?
We welcome candidates from all over the world, so we can do the whole interview process online. However, if you live in the Netherlands, we would love to invite you to our offices in Amsterdam to meet you in person.
How many rounds are involved in the hiring process?
Generally, the hiring process consists of four rounds. We always start with an introductory call to get to know you better. Depending on the role, there will also be separate online or offline conversations and/or a case study to complete.
How long does the application process take?
The whole process can take anywhere from 1-4 weeks. Although we aim for a speedy hiring process, we also believe it’s important to look through applications thoroughly and allow sufficient time to get to know each other.
How do 1:1 sessions work?
When your organisation partners with OpenUp, employees can book a 1:1 session with an expert of their choice via our website. This is all anonymous; as an employer, you will never know who requested a session. During the introductory session, the expert will spend some time exploring the individual’s challenges and desired outcomes and developing an action plan together.
During the initial session, the expert will explore whether the individual’s specific needs align with the services provided by OpenUp. The expert will assess the number of sessions that are appropriate for addressing the employee’s specific request. In the majority of cases, 3-5 sessions will be sufficient to make significant progress. However, if the employee’s challenges and needs fall outside of our preventive approach method, our expert will guide them to the most appropriate help.
Where can I find OpenUp’s Terms of Use?
OpenUp’s Terms of Use can be downloaded here.
I would like to speak to someone about a job vacancy at OpenUp. Who can I contact?
Thank you for your interest in OpenUp! Please contact the person mentioned in the job listing on our careers page. They’ll be best placed to answer any questions you have about the position or OpenUp.
What languages does OpenUp offer?
At OpenUp, we embrace diversity and understand the importance of receiving guidance in your native language.
That’s why we provide support in over 25 languages, including English, Dutch, German, French, Spanish, Arabic, Bosnian, Bulgarian, Chinese (Mandarin), Croatian, Czech, Danish, Finnish, Flemish, Hungarian, Italian, Norwegian, Polish, Portuguese, Russian, Serbian, Slovak, Somali, Turkish, Ukrainian, and more.
We are dedicated to expanding our language offerings to enhance your experience further. For the latest information on the languages spoken by our experts, please visit our team page.
Is access to OpenUp anonymous?
Certainly. OpenUp prioritises privacy by ensuring that no personally identifiable information is shared. Employees can contact OpenUp without their employers being informed. OpenUp maintains strict confidentiality, safeguarding the identities of individuals seeking help and the content of their discussions.
Can I use OpenUp if I am younger than 16 years old?
No, unfortunately, our services are only available to individuals aged 16 and older.
If you are younger than 16 and in need of professional guidance, we recommend visiting Mind’s website for suitable resources.
How is my privacy guaranteed at OpenUp?
At OpenUp, we believe that mutual trust and the professional code guide our services. Therefore, it goes without saying that your privacy is an important right. We are NEN7510 and ISO27001 certified, which means that we meet the legal requirements for information security within our sector. For more information, we refer you to our detailed privacy statement.
Does my expert have the right to stop our 1:1 sessions?
If your expert believes a different treatment method would be more suitable during your sessions, they may suggest discontinuing the sessions. Of course, this decision will be made in consultation with you. If the expert decides to end the sessions, any prepaid sessions will be fully refunded to you.
When is OpenUp available?
We are available Monday through Thursday from 08:30 to 21:00 CEST, on Friday from 08:30 to 17:00 CEST and on Saturday from 13:00 to 17:00 CEST for a consultation. When you book a consultation you can indicate which time is convenient for you.
Are you in a crisis situation and we are not available? Then contact the (replacing) GP or GP post.
How many consults can I have at OpenUp?
During your initial session, both you and your psychologist will explore whether your specific needs aligns with the services provided by OpenUp. Together with your psychologist, you will assess the number of sessions that are appropriate for addressing your specific challenge/s.
If your employer does not provide OpenUp services, you have the option to purchase a card that includes three sessions. You can also extend the number of sessions if needed. In a collaboration with your psychologist, you will discuss whether you require ongoing support and, if so, determine the most suitable approach.
What is the relationship between OpenUp and iPractice?
OpenUp is an initiative of the psychological practice iPractice. Curious about iPractice? Take a look at our website.
When is the chat contact useful?
The chat contact may be appropriate when:
• You need more knowledge or outside perspective on a particular topic or challenge.
• You want an expert to look at your thoughts, feelings, and behaviour to gain more insight into your personal situation.
• You would like guidance in applying these new insights to your daily practice.
• You have completed another psychological treatment and want to continue it.
Whether the chat contact is a good fit for your specific situation is something we assess during your introductory session.
How much does the chat contact cost?
We think it is important to provide supplementary support to help individuals with their mental well-being. That is why the chat contact with an OpenUp expert is always free of charge.
What is the difference between chat contact and other OpenUp services?
Via the chat contact, you will have regular contact with your psychologist, through an online chat application.
In addition, OpenUp also offers the option of engaging with a psychologist for a free introduction session or on regular basis via a video consultation. These consults last 25 minutes. In a free introduction session, we investigate whether your request for help fits with the services of OpenUp. If so, you can follow up on this session by purchasing a 3 session card. You pay €249,- for 3 sessions of 25 minutes each.
How much does OpenUp cost?
If your employer has a partnership with OpenUp, your costs are completely covered.
If you do not have employee coverage, you can pay for OpenUp independently with a three-session card for €249. You can use your card balance whenever you want, and your expert can advise you if this is the most suitable course of action for you.
How can I prepare for my OpenUp session?
1. What was your reason for booking a session at OpenUp?
2. What is your desired outcome of this session?
You can discuss your reasons and desired outcome with your expert at the beginning of your session.
Is chatting with an expert safe and secure?
Yes. Mutual trust and strict adherence to our professional code of conduct are central to our services.
As a result, safeguarding your privacy is an inherent and essential aspect of our commitment to you. We are NEN7510 and ISO27001 certified, which means that we meet all the necessary legal requirements for information security within the healthcare sector.
For more information on how we guarantee your privacy, please refer to our privacy policy.
How often can I chat with my expert?
You can send an unlimited number of messages to your expert via chat, whenever it suits you. It is often useful to write your thoughts or feelings down as soon as they pop up.
How does chat contact work if I go on vacation or if I am sick?
If you go on holiday or when you are ill, you must inform your psychologist. After your return you can continue the chat contact.
Can I also speak to my psychologist via video session?
Sure! You can choose to purchase a 3 sessions card (3 conversations) from the psychologist for €99. If your employer cooperates with OpenUp, these costs are (partly) covered.
You can use these conversations whenever you want. Your psychologist can advise you whether this suits you.
What is the lead time of the chat contact?
The chat contact continues until you decide together that further contact is no longer necessary.
How does chat contact work when my expert is on holidays or sick?
If your expert is ill or on holidays, you will both agree on the best course of action to take. You can choose to continue the chat with another expert or take a break. If it is not possible to discuss this with your expert (for example, if they are sick), we will contact you within 2 working days to discuss other available options.
Is OpenUp NEN7510 and ISO27001 certified?
Yes. Our information security system is NEN7510 and ISO27001 certified, which means that our processes meet the legal requirements for information security within our sector.
Is video calling truly safe?
Absolutely! For video calling, we use a secure application. In addition, mutual trust and our professional code are leading in our services.
Therefore, it goes without saying for us that privacy is an important right.
See also: How is my privacy guaranteed at OpenUp?
How confidential is the information I share with OpenUp?
The information you share with OpenUp is highly confidential and is handled in strict accordance with our professional code and our commitment to confidentiality.
At OpenUp, we prioritise mutual trust and adhere to a professional code of conduct, making your privacy a fundamental right. Additionally, we are NEN7510 and ISO27001 certified, demonstrating our compliance with legal requirements for information security within our sector.
Additionally, we do not disclose any of your personal information to your employer.
How many online sessions can I have at OpenUp?
During your introductory session, you and your expert will assess whether your request aligns with OpenUp’s services. Typically, individuals see significant improvement in 3-5 sessions, combined with our other resources.
Together, we’ll determine the ideal session frequency based on your needs and goals. Your expert will evaluate the number of sessions you may need to see if your request fits our preventive framework. If your request doesn’t fit our preventive approach, we’ll guide you to the most appropriate help.
For my OpenUp session I’d prefer to call without video – is that possible?
While a video session is generally more effective, you have the freedom to opt for an audio-only session if you prefer. You can easily deactivate the camera during the video call to switch to an audio session.
I booked an OpenUp session, but now I can’t make the scheduled time. What can I do?
You can easily reschedule or cancel your session; simply use the link provided in your session confirmation email, or sign into your My OpenUp account and make the necessary adjustments there.
Can I book a follow-up session with the same expert?
Certainly! In the email link we provide after your session, you can easily schedule a follow-up session with the same expert or sign into your My OpenUp account to book the session from there.
Does my employer know that I am using OpenUp’s services?
No, we do not disclose your personal information to your employer. Our services are guided by mutual trust and adherence to our professional code.
If your session/s is offered by your employer, they will cover the costs, and we ensure that the billing information remains confidential. This ensures that your privacy and confidentiality are fully protected.
Do I need a referral letter from my GP?
No, you do not need a referral to use OpenUp’s services.
What if my expert is absent, for example due to illness or holidays?
If your expert is sick or on holiday, you can both decide on the most suitable course of action for your situation. You can opt for a one-off session with another expert from our team or agree to reschedule your appointment for after their return. If your expert is sick, we’ll send you an email with the option to book a new session at a time that aligns with your preferences. Should you require any assistance with this, please contact us at team@openup.com.
Can I opt out of newsletters and other promotional emails?
Certainly! You can choose not to receive newsletters and promotional emails from OpenUp by simply following the opt-out email instructions or by logging into your My OpenUp account. Please note: If you opt out, you may still receive non-promotional emails, such as updates regarding your My OpenUp account or information related to your booked sessions.
How does OpenUp Family work?
Since having strong, health relationships with our families is crucial for our happiness and well-being, with OpenUp Family your loved ones can enjoy the same OpenUp services (Self-guided care, Spaces, and 1-on-1 sessions) as you. You can offer ‘Family’ to a maximum of three direct family members.
Which family members can make use of these services?
- Your partner(s): We acknowledge all forms of romantic relationships.
- Your children: Biological, adopted, and stepchildren. *
- Your guardians: Also adoption or stepparents
* Age restrictions apply based on your location. For the Netherlands, Germany, the United Kingdom, and Spain, children must be 16 or older. For all other countries, the minimum age is 18.