Contact Us
If you have any questions about our programs, you can explore the tailored FAQs below or get in touch with us.
I’m currently completing a program
Click below to view common FAQs from active program users.
I’m thinking of starting a program
Click below to view general FAQs about enrolling in our programs.
I’m thinking of prescribing a program
Click below to view FAQs from clinicians thinking of using our programs.
FAQs from Active Program Users
Got a question about your program? See if we’ve already answered it below.
Are you getting the error message “Login was not successful. Please check your email and password and try again”?
If so, there are a few things you can try, as below:
- Check that there are no spaces or gaps when entering your email address and password, try entering these manually instead of copy and pasting.
- If the above doesn’t work, try clearing your web browser cookies and cache (this is located in your web browser’s settings). Alternately, you could try using a different web browser
- If following Step 2 still doesn’t make a difference, you can request a password reset.
If you require additional support to log in, please email us from the email address that is registered for your THIS WAY UP account; please attach a screenshot of any errors you are seeing when trying to log in.
To extend your program, you can log into your account, navigate to your programs page and then click the yellow “Extend access” button to gain an additional 90 days of access.
It is common for many people to have difficulties in multiple areas at the same time (for example, low mood and anxiety, insomnia and anxiety, or more than one kind of anxiety disorder).
Given the commitment and focus required to complete a program and master all of the coping skills taught, we suggest completing one course at a time.
You could choose the program that you think would be most helpful to you right now based on the difficulties that are affecting your life the most at this point in time.
Remember, since all our programs are based on Cognitive Behaviour Therapy (CBT), learning CBT skills to address one particular problem can be applied to other types of problems too.
We are more than happy to help with any questions that you have, however, please be aware that we cannot provide tailored clinical advice and that your email to us should not include any personal or medical information.
For specific questions related to your circumstances, we recommend speaking with your local clinician who can assist you further.
If you have a technical query and require assistance, please feel free to email us or use the contact form at the bottom of this page to get in touch.
We value all feedback that we receive from people using our online programs!
Please feel free to either send us an email or get in touch with us via the contact form at the bottom of this page.
We hope that you found our program helpful and we look forward to hearing from you!
For any other questions about your program enrolment get in touch with us using the options below.
Please have your username (i.e., your registered email address) and the program you are enrolled in handy.
FAQs from Those Thinking of Enrolling into a Program
Got a question about our programs? See if we’ve already answered it below.
There are three ways you can get some guidance on which program may be suitable or appropriate for you to do.
Option 1: Visit our ‘Programs’ page here and hover over the program cards to read a brief description of each program.
Then click on the “Go to Program” button to learn more about the programs that seem to tackle your most troublesome symptoms or difficulties.
You can explore our ‘symptoms-specific’ program (e.g., the Social Anxiety Program, the OCD Program) or check out our ‘multi-symptom’ programs which focus on targeting symptoms of both anxiety and depression.
We suggest choosing a program that tackles the symptoms or difficulties which are affecting you the most right now.
Option 2: Complete our anonymous online questionnaire which will ask you a series of questions about the way you’ve been feeling lately, and make suggestions on which course to choose based on your scores.
If you’ve already taken the test and it suggested multiple options, we recommend either enrolling into a programs that tackles symptoms which are most troubling or concerning to you right now or checking out our programs for mixed anxiety and depression, which tackle both sets of symptoms.
If the test suggested both a Wellbeing Program (e.g., Managing Insomnia, Mindfulness) and a Treatment Program (e.g., the Social Anxiety Program), we suggest enrolling into a Treatment Program first as it will teach you the skills to get your symptoms under control, before you can address improving your general wellbeing.
Option 3: Speak with your regular clinician (e.g., your GP, psychologist, counsellor or other health professional) and ask them about which program would be appropriate for you.
Your clinician will be able to make suggestions based on your history and current symptoms.
If they are not familiar or registered with THIS WAY UP, you can download this Clinician Letter to take with you to your appointment. It explains how your clinician can register with us and prescribe you a desired program for free.
This is wonderful news and we look forward to having you learn CBT skills with us!
If your clinician suggested you do one of our programs as ‘self-help’, you can find the program on this page to learn more about it, before creating an account to enrol – simply follow the prompts on the individual program page or click here to sign-up.
Our online system will guide you through the steps of enrolling and starting your program.
Make sure that you ‘flag’, ‘star’, ‘whitelist’ or save all of the e-mails you receive from us into your Inbox, so that you don’t miss out on any important program materials or reminders.
If your clinician is registered with THIS WAY UP and would like to supervise you through the program, they should provide you with an email prescription* that links your program to them as the supervising clinician for that program; you should have received an e-mail from our system with a subject line “THIS WAY UP Program Recommended by your Clinician”.
In it, you will have the instructions on how to enrol into the program under the supervision of your clinician.
If you are having any technical difficulties with creating an account, enrolling into a ‘prescribed’ program, or getting started, please don’t hesitate to get in touch with us using the options at the bottom of this page.
* A ‘prescription’ is an e-mail called a ‘Quickscript’ that your clinician sends to your nominated e-mail address using our online system.
Yes! All of our Treatment Programs (e.g., the Depression Program, the Social Anxiety Program) are available worldwide when prescribed by your regular healthcare professional.
Simply speak with your usual provider (e.g., doctor, primary care physician) and see if they are familiar and registered with THIS WAY UP, and if not, download this Clinician Letter and take it with you to your appointment to discuss if you clinician can prescribe you one of our programs.
Our Wellbeing Programs (e.g., Managing Insomnia, Mindfulness) and the ‘self-help’ option for the Treatment Programs are not currently available to those who reside outside of Australia.
Remember, since all our programs are based on Cognitive Behaviour Therapy (CBT), learning CBT skills to address one particular problem can be applied to other types of problems too.
While our treatment programs undergo a thorough research evaluation to ensure that they are effective in reducing symptoms of anxiety and/or depression, we cannot guarantee individual results.
Overall, we know that learning cognitive-behavioural skills is highly beneficial as a way of understanding and looking after your general mental health (whether you have a mental health condition or not).
In our clinical research studies, we found that on average, 80% of people who complete our treatment programs notice a significant improvement in how they feel, with 50% no longer being troubled by their symptoms. However, about 20% of people do not see an improvement in how they feel following our programs alone and may require further assessment and treatment.
The best person to seek personalised advice about your particular condition, situation, or circumstances is your GP or primary healthcare provider, who can do a thorough assessment and make individual recommendations.
Unfortunately, we are unable to discuss your medical condition or provide you with personalised health advice.
If you’re experiencing a difficult time and would like to speak with someone about how you’re feeling or what’s going on for you, click here to explore a list of mental health support services and helplines.
For any other questions about our programs, please click here to explore a comprehensive list of Program FAQs.
FAQs from Clinicians Wanting to Prescribe Our Programs
Got a question about using our programs with your clients? See if we’ve already answered it below.
Are you getting the error message “Login was not successful. Please check your email and password and try again”?
If so, there are a few things you can try, as below:
- Check that there are no spaces or gaps when entering your email address and password, try entering these manually instead of copy and pasting.
- If the above doesn’t work, try clearing your web browser cookies and cache (this is located in your web browser’s settings). Alternately, you could try using a different web browser
- If following Step 2 still doesn’t make a difference, you can request a password reset.
If you have any further questions or require technical support to log in, please email us from the email address that is registered for the THIS WAY UP account; please attach a screenshot of any errors you are seeing when trying to log in.
This is wonderful news and we are thrilled to have you on board as one of our registered clinicians!
To ‘prescribe’ one of our programs and give your clients free access to evidence-based online CBT treatment, here is what you can do:
Step 1: Click here to register as a THIS WAY UP Clinician – it’s free and easy to do.
Step 2: Download and read the Clinician Guide that you will receive upon registration – it outlines some important information about prescribing our programs and supervising your clients throughout their online treatment.
Alternatively, if you’d like a quick overview of how our system works, click here to download our Information for Clinicians pamphlet.
Step 3: Using your Clinician Dashboard and following the prompts on the screen, fill out a ‘Quickscript’ form and e-mail it to your client’s preferred e-mail address.
Step 4: Encourage your client to enrol and begin their program as soon as they can, and keep an eye on your Inbox on any ‘alert’ emails (you can read more about the emails you will receive when you prescribe our programs in the FAQ section of the Clinician Hub here).
Step 5: Check in with your client regularly to see how they’re going to encourage adherence. Our research shows that even brief phone or e-mail contact throughout the program improves adherence and, therefore, clinical outcomes.
That’s it!
Our online system will guide your client through their online program and, once completed, your client will be equipped with practical and effective CBT strategies to manage their symptoms.
They may benefit from a follow-up or to discuss how to maintain their treatment gains in the future.
Some clients may require additional intervention to address any remaining symptoms or to help them apply CBT skills in the context of their personal circumstances and clinical presentation.
If you have any questions or would like to speak with one of our experienced clinicians about using our programs in your practice, please don’t hesitate to get in touch with us using the options at the bottom of this page.
Yes! You can preview the first lesson of every program from your Clinician Dashboard once you register, and you get access to the entire program and program materials once you prescribe a program to a client.
Alternatively, send us an e-mail and we’ll give you a demo code to preview our programs prior to registration.
If you do not wish to prescribe our programs and supervise your clients through their online treatment, you are welcome to recommend a THIS WAY UP program as a self-help tool.
The majority of our programs are available as ‘self-help’ (which means that you client can enrol and complete their program independently) and have been shown to achieve comparable results when completed this way (versus when completed under the supervision of a clinician).
Click here to download a Patient Handout where you can mark your program recommendations to give to your clients.
The team at THIS WAY UP are here to provide technical assistance but we do not monitor or supervise your clients through their programs for you. We are also unable to discuss your clients’ medical condition with them or provide personalised health advice.
To read more about the kind of support your clients receive while they are completing our programs, please check out the FAQs section in the Clinician Hub here.
For eligible patients residing in New South Wales, you can consider a referral to our Anxiety Disorders Clinic based at St Vincent’s Hospital, Sydney for in-person assessment and treatment. Further details and criteria for referral can be found here.
Of course! Our team is available Monday to Friday between 9am and 5pm AEST (excluding NSW public holidays).
You can speak with our Communications Officer or schedule a time to speak with one of our experienced clinicians to get some guidance on incorporating THIS WAY UP into your practice safely and with confidence.
We look forward to hearing from you and wish you well in using evidence-based iCBT in your practice!
For any other questions about using our courses in your practice, please click here to explore a comprehensive list of Clinician FAQs.
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Where to Seek Help in a Crisis
THIS WAY UP is based in Australia and is not a crisis support service. If you’re experiencing a mental health crisis and are having thoughts death, self-harm, or suicide, please do not delay getting in touch with a 24/7 Crisis Support Service.
If your life is in danger, dial 000
If you live outside of Australia, call your local suicide prevention helpline. The International Association for Suicide Prevention (IASP) has contact information for crisis support centres in many different countries.
Do you have any Feedback?
Your feedback is important to us and can help improve our services. We welcome feedback by phone, email or mail, or you can fill out our anonymous survey here.
- If you wish to make a formal complaint please visit the St Vincent’s Hospital Sydney website: click here.
- For complaints against a health service, contact your state or territory health complaints organisation: click here.
- For complaints against an individual registered health professional, contact the Australian Health Practitioners Regulatory Authority (AHPRA): click here.
- For complaints about misleading claims, contact Australian Competition and Consumer Commission (ACCC): click here.
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