We analyzed 1,266 negative reviews from the top 5 Mental Health apps on the App Store. Here's what users hate most.
Ranked by frequency — how often each complaint appears in negative reviews.
28% of negative reviews mention this issue.
"I informed them of my cancellation in March of 2022. In April, I discovered the first charge to my bank account."
"cerebral will find a way to get a new card that's associated to your bank account without your authorization. That's what they did to my mom and I. I changed the card number from my m"
32% of negative reviews mention this issue.
"My first appointment with my provider took place in her car full of children while she was dr"
"She then asked me what brought me in, and I began te"
22% of negative reviews mention this issue.
"exactly 34 min before my second session my provider cancelled the session and messaged me wit"
"The first provider I matched with canceled on me three times, twice the morning o"
18% of negative reviews mention this issue.
"First I was told they would work on getting my insurance to cover my care, only to find it never was and I was being charged the full rate."
"I spoke with my insurance company and they confirmed that Cerebral would be covered. I signed up for Cerebral, adding in my credit card informa"
15% of negative reviews mention this issue.
"This service caused me to withdraw on medications that left me with horrible side effects. I was running out of medication, when the pharmacy notified me that they had reached out to cerebral (provider) to refill my prescription and had not heard ba"
"Second I was started on a medication and th"
19% of negative reviews mention this issue.
"For months I have complained about how I can't make appointments through the app and nothing happens. My team said they msged support, I sent emails to support, no response."
"Then I call customer service because nobody was responding on an urgent matt"
Design and usability issues driving negative reviews.
Users must complete payment and billing before discovering appointment availability or provider fit, creating frustration when they can't access care despite paying
"I signed up and paid before I was able to schedule with anyone, upon scheduling I found out there aren't any available appointments until next month."
Technical issues prevent users from scheduling appointments or completing essential tasks, with no resolution from support
"Unfortunately, the most recent update has rendered this app completely unusable for me. It gets stuck in an endless loop of prompting me to complete tasks"
Apps aggressively request ratings before users have experienced enough of the service to form an opinion
"This app seems pretty good so far, despite the terrible "rate this app!" pop-up thing happening well before the setup/trial period ends. Haven't had enough time with the app (per the app's own constraints) to really give it a rating."
Complex, invasive signup processes with unclear steps frustrate users seeking help during vulnerable moments
"Signing up isn't always super intuitive- if you"
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