To make sure a future session is set up to bill correctly, start in the Billing Info section of your Tava account. This is where you can review your coverage and payment methods before your appointment begins.

Check whether employer coverage is applied correctly

Go to Billing Info in your Tava account.

If your employer offers covered sessions through Tava, you should see that coverage listed in your account. For an upcoming appointment, you can also open the session and look for the Coverage. This shows what Tava expects to use for that session.

Your coverage is likely set up correctly if:

• Your employer coverage appears in your account
• The upcoming session shows your expected coverage method
• You can see remaining covered sessions, if applicable

If it looks wrong:

• Make sure the coverage appears in your account
• Check whether the upcoming session is showing a different coverage method than expected
• If your employer coverage is missing, unavailable, or no longer looks active, contact support

If your selected coverage is no longer valid before the session starts, Tava may switch the session to the next available coverage method.

Check whether your insurance details are added correctly

Go to Billing Info and review your insurance section.

Your insurance is likely added correctly if:

• Your insurance information is visible
• Your coverage status shows as verified
• Your provider is shown as in-network or out-of-network

After you add insurance, Tava verifies the details. While that is happening, you may see:

• Pending
• Cash pay shown temporarily as the default option

If your insurance status is invalid or expired:

• Double-check your member ID, group number, and plan details
• Make sure your plan includes mental health or behavioral health coverage
• Upload clear photos of the front and back of your insurance card if requested
• Allow up to 48 hours if your plan was recently renewed, changed, or is being re-verified

If your insurance still looks wrong after that, contact support.

Change coverage for an upcoming session

If your session has not started yet, you can usually change the coverage method yourself:

• Go to your upcoming appointments
• Click on the session you want to review
• Select Change next to Coverage Method
• Choose another available option and save

Important:

• This only changes that specific session
• It does not change all future sessions
• Coverage cannot be changed at or after the appointment start time. If you believe a past session was billed incorrectly, please contact client-support@tavahealth.com 

If you want to update your saved coverage or payment method for future sessions, go to Billing Info.

Need help?

If your coverage details do not look right, contact client-support@tavahealth.com 

It helps to include:

• The session date
• The coverage method you expected to use
• Any screenshot or error message you saw in your account