How to contact your professional

Not able to make it to your appointment in time? Or maybe you would like to move your appointment to a different date altogether? Although your appointments can be managed in an easy manner via our app, we understand that in some situations you would like to contact your professional directly.

If you have booked an introductory meeting or consultation with one of our professionals, their contact information (e-mail address) is being shared with you. You can locate the e-mailadres of your professional on the consultations page. You can access this page after logging in to our app.

Step by step guide

Go to https://app.bloomup.org/login
Log in to your account by entering your e-mail address and password
Go to the consultations page (https://app.bloomup.org/home/consultations)
Click the consultation for the professional you would like to contact
The e-mail address of your professional will be on the top of the page, underneath the title 'Professional'

If you're still having trouble contacting your professional, you can always notify our Support team. You can do this by using the chat function located on the bottom right of our website, or by sending an e-mail to support@bloomup.org

Question 2

Does my health insurance provide compensation for the consultations?

Accepted Answer

Does my health insurance provide compensation for the consultations?

Various Belgian health insurances provide compensation for consultations with a recognised psychologist or psychotherapist. At BloomUp we work exclusively with recognised psychologists and psychotherapists, so your consultations via BloomUp are always eligible if your health insurance fund provides compensation for this.

The list below gives you an overview of the various Belgian health insurance funds that offer compensation for psychological support. Always contact your health insurance fund to see what the current conditions are and what the compensation means for you.

Christian Mutuality (CM)

CM entered into a partnership with BloomUp. As a CM member, you do not need to take any further action after following a digital therapy session at BloomUp, the compensation will be paid automatically.

The compensation:

For children and young people
- 50 percent of the fee paid will be refunded per session, with a maximum of 30 euros. Members with increased compensation receive 75 percent of the fee reimbursed per session, with a maximum of 45 euros.
For adults
- For services from January 1, 2023*: CM will reimburse 10 euros per session. Members with [increased allowance](https://www.cm.be/diensten-en-voordeel/sickness-and-treatment/specific-regulations/verhoogde-tegemoet

Question 3

Issues with audio and video calls

Accepted Answer

Issues with audio and video calls

Video and audio conferencing is a complex technical process in which many pieces need to work together harmoniously. Sometimes, this harmony can be disrupted, making it difficult to establish a stable connection. To avoid these issues as much as possible, we are happy to provide you with some tips:

What steps can I take if it doesn't work?

Are you using a smartphone or tablet?

Video calling is currently not as stable on mobile devices, so if possible, switch to a laptop or desktop computer.

Switch to another browser.

Try switching to another browser such as Firefox, Chrome, Edge, or Safari. Make sure it is the latest version.

Do not use a VPN.

Make sure you are not using a VPN. This can slow down your connection. If you are using a work computer and need to log in with a work account, a VPN connection is often established for security reasons. In that case, switch to a personal laptop or computer. This is also more privacy-friendly so your employer won't know that you're on BloomUp.

Other software using your camera or microphone.

Make sure you don't have any other video conferencing software open. Often, only one program at a time can use your webcam or sound. So make sure no other programs are open that use both.

Additional tips:

Restart your computer.Restart your browser.Make sure you don't have any viruses, adware, or spyware on your computer.

What should I do if it still doesn't

Question 4

How can I reschedule or cancel my appointment?

Accepted Answer

How can I reschedule or cancel my appointment?

If you would like to cancel or reschedule your appointment, please contact your professional. This can be done via the email address available via the platform. This way you can move or cancel an appointment together.

Step by step guide

Go to https://app.bloomup.org/login
Log in to your account by entering your email address and password
Go to the consultation page (https://app.bloomup.org/home/consultations)
Click on the appointment you want to reschedule or cancel
Your professional's email address is at the top of the page, under the title 'Professional'

If you are still having trouble contacting your professional, you can always contact our support team. You can do this by using the chat function at the bottom right of our website, or by sending an email to support@bloomup.org

Question 5

When can I receive the reimbursement from my health insurance?

Accepted Answer

When can I receive the reimbursement from my health insurance?

For more information about the reimbursement from your health insurance, the conditions and when you can receive any compensation, it is best to contact your health insurance yourself. They have the correct information and the status of your application.

Question 6

My professional did not show up for my consultation, what now?

Accepted Answer

It's possible that the professional may be delayed or experience technical issues. If the professional is still not present after 15 minutes, schedule a new appointment or request a refund. If you want to schedule a new appointment but cannot find your professional on the list, please contact us at [support@bloomup.org]and we will be happy to assist you. You can expect a response from us within 48 business hours, and together we will find a suitable solution.

Action Plan

Give the professional 15 minutes to log in.
If the professional does not show up, schedule a new appointment or request a refund.
To schedule a new appointment, follow these steps:
1. Log in to your account via (http://app.bloomup.org/)
2. Click on + consultation at the top of the page
3. Choose the professional with whom you would like to schedule a new appointment and a time slot that works for you.
4. Book a new appointment.
To request a refund, send an email to [support@bloomup.org]) with the date and time of the canceled consultation.

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