Help and support

Contact us

• support@betweenshift.com for help with your account, signing in, membership, payments and technical problems.
• contact@betweenshift.com for general questions and partnerships.
• In the app: Settings → Help & contact. To report a bug or suggest something, use Settings → Feedback & improvements.

Please email from the address you use in the app, and tell us which phone you have and what happened. A screenshot helps a lot. We never ask for your password.

To find Settings, tap Profile at the bottom right, then the gear icon at the top right.

Account and signing in

I forgot my password

1. Tap Forgot password? on the sign in screen.
2. Enter your email address and tap Send reset code.
3. We send a six digit code to your email. Check your spam folder if it takes a while.
4. Enter the code, choose a new password and tap Reset password.

The code is valid for one hour and works only once. If it doesn’t work, tap Resend code to get a new one.

Password requirements: at least 8 characters, with at least one uppercase letter, one lowercase letter, one number and one special character.

I didn’t get a confirmation email

Check your spam folder. If you haven’t confirmed your email within 24 hours, the registration is removed automatically and you can sign up again with the same address.

Changing your email or password

Go to Settings → Account. When you change your email, we send a confirmation link to both the old and the new address. Confirm in both inboxes to complete the change.

Who can use BetweenShift?

BetweenShift is for people who work, have worked or are studying in health and social care. You must be 18 or older to create an account.

Membership

BetweenShift is a membership app. The membership is a subscription for SEK 35 a month or SEK 335 a year that you buy in the App Store or Google Play. New members try it free for one month. The trial is given once per app store account, and the app store decides who is eligible. The subscription renews automatically until you cancel it.

Mentors use BetweenShift for free and need no membership. If you stop being a mentor, you need a membership, unless you are one of the Founding 100.

Cancelling or changing your membership

The purchase is made in the App Store or Google Play, and that is where you cancel it. In the app: Settings → Membership → Cancel subscription takes you to the right page. You can also go there directly:

• iPhone: open Settings on your phone, tap your name, then Subscriptions. Or open Apple’s subscriptions page.
• Android: open Google Play, tap your profile picture, then Payments & subscriptions → Subscriptions. Or open the subscriptions page in Google Play.

If you cancel, you keep your membership until the end of the period you have paid for. To switch between monthly and yearly, go to Settings → Membership and tap Switch to yearly plan or Switch to monthly plan. The new plan replaces the one you have, so you never pay for two subscriptions at the same time. The switch costs nothing when you make it: the new price is charged for the first time on the day your current plan would otherwise have renewed, and until then you keep what you have already paid for. A trial in progress continues as usual, and switching does not give you a new trial. If you bought your membership on a different type of phone, you switch plans in the app on that phone.

My membership doesn’t show (for example on a new phone)

Open the membership screen in the app and tap Restore purchases. Use the same Apple ID or Google account you bought the membership with.

Membership refunds

Apple and Google handle all purchases in their stores, and we can’t refund them. Request a refund from Apple at reportaproblem.apple.com or from Google as described on Google’s help page.

Important: deleting your BetweenShift account does not cancel a subscription. Cancel it in the App Store or Google Play.

Founding 100

If you took part in the beta in autumn 2026, you are one of the Founding 100. Your membership is free forever, you have an F next to your name, and you pay a 10% fee instead of 20% if you become a mentor. The benefits belong to your account, so sign in with the same email address as before. A new account is not Founding 100.

Mentor sessions

Mentors are healthcare colleagues who offer peer support, not therapy. Sessions take place in the chat in the app.

Booking

1. Go to Colleagues → Mentors and choose a mentor.
2. Tap Book Session. You see the price before you book, and for pausable sessions how long the mentor has to accept.
3. Agree to your card being saved in the mentor’s account at Stripe and charged when the session ends, up to the price you see. No payment is charged or reserved at booking.
4. The mentor accepts or declines. Once the booking is accepted, you both tap Ready in the chat to start.

Planning a time together

Open the optional calendar in the session chat. Each of you can mark one day that suits you and collapse the calendar in your own view. One of you proposes a date and time, and the proposal appears in the chat, where the other agrees or declines. Once you agree, the calendar is locked until one of you taps Change scheduled time. You both see the agreed time on Home and get a reminder about an hour before, or right away if you agree on it later than that. Collapsing the calendar does not remove the time or the reminder; cancel the agreement separately. The calendar is never required to chat or to start the session.

Cancelling

Before the session has started you can cancel at no cost: open the chat with the mentor and tap Cancel booking. If the session has been paused for at least seven days in a row (168 hours), you as the client can cancel the rest without the mentor’s approval. You see the final amount before you confirm. If the session is resumed, the waiting period starts again at the next pause; nothing is cancelled automatically.

When no session takes place

If the mentor declines or doesn’t reply within their chosen response time, you pay nothing. An accepted booking has no deadline for starting or resuming the session. If the mentor never writes anything in the session, no payment is charged.

If the session ends early

If both you and the mentor tap End Early before the time is up, the session ends early. If you pause the session, the time stops, and nothing is charged for paused time; a pausable session also pauses by itself after five minutes without new messages and continues when you both tap Ready. After 168 hours in a row with the session paused, you as the client can also cancel the rest yourself. When a session ends early, the final price is reduced by 90% of the price of unused time if the session ends within the first 120 active seconds, otherwise by 50%.

The payment

The amount is charged to your saved card when the session ends. If the payment fails, or your bank wants you to confirm it, you get a notice in the app and, if you have push notifications turned on, a push notification. Open the session chat and tap Complete payment to confirm the payment or enter another card. You have 14 days from the first failed attempt, and the app shows the last day. Three days before, you get a reminder. If the payment has not been made after 14 days, it is written off: you do not need to pay, the mentor receives no payment and we send no invoice. When the session has been paid for or the payment has been written off, the card is removed from the mentor’s account, usually within a few minutes.

If you’re not happy: file a dispute

You can file a dispute within seven days after the session ended, once the payment has been charged. Open the session in the chat or under Settings → My Sessions and tap Dispute.

• If the mentor has not written anything at all in the session, the app detects this automatically, without anyone reading your chat, and the full amount charged is then refunded right away.
• In all other cases the mentor has 72 hours to respond and decides whether you get the money back. If the mentor does nothing, the case closes with no refund.
• A refund goes back to the card you paid with.

Who receives the payment?

The mentor is the seller, and the payment goes to the mentor’s own Stripe account. BetweenShift receives a fee. Your card is saved in the mentor’s account at Stripe; the mentor can see the card but not the full card number, and we never get the card number.

If you have a problem with a payment, email support@betweenshift.com.

Reporting content and blocking

Reporting

• A post: tap the three dots on the post and choose Report post.
• A person: open their profile, tap the three dot menu and choose Report user.
• A mentor: tap Report mentor when you book.
• Today’s mood: tap Report on a shared check-in or a reply.
• A message in a chat: press and hold the message and choose Report. The message is then sent to our moderators together with your report.
• A whole chat: tap the three dots at the top of the chat and choose Report conversation or Report group. The moderators then see who or which group it concerns, but no messages.

Choose a reason, for example harassment, spam or patient data, and send. We review reports, and decisions are always made by a person. If a decision concerns you, you are told in the app with the reasons and can ask for it to be reviewed again there, including in Today’s mood. If your account is suspended, you are told by email and ask for a review by emailing support@betweenshift.com.

Blocking

Open the person’s profile, tap the three dot menu and choose Block user. You then can’t message each other, follow each other or book sessions with each other, and you don’t see each other’s named posts. Sessions between you that haven’t started are cancelled at no cost, and you both get a notice about it. Anonymous posts and shared check-ins in Today’s mood are not hidden, and in a group chat you are both in, only your messages are hidden from each other. The person you block can see that they are blocked if they open your profile. To unblock, go to Settings → Blocked users.

Never share information about patients. We may remove that kind of content.

Child safety

BetweenShift has zero tolerance for child sexual abuse and exploitation. Sharing, requesting or linking to such material, and trying to contact children for sexual purposes, is prohibited. The app is for adults aged 18 and over only.

Report it with Report in the app or email support@betweenshift.com. We hide or delete the content, suspend the account and report it to the police.

Privacy and your data

• Privacy Policy: betweenshift.com/en/privacy
• Export your data: Settings → Account → Export my data. The app creates a ZIP file with a PDF you can read and a JSON file you can take with you, which you can then save or share. The export contains the data we hold about you, with links to your uploaded files that are valid for seven days. Anyone who has the file can open the links, so only share it with someone you trust.
• Privacy settings: under Settings → Privacy and data protection you choose, among other things, whether your account is private, who can start a new chat with you or add you to a group (everyone, only people who follow you, or no one) and whether others see when you are online. Chats you already have are not affected; if you don’t want any more messages from someone there, you can block them. There you can also withdraw your consents for health data, history and How colleagues feel, delete all your check-ins and stop sharing in Today’s mood.
• Your check-ins are not shown to other members, unless you choose to share a check-in in Today’s mood.
• Your rights: to get a copy of, correct or delete your data, email support@betweenshift.com. We reply within one month at the latest.

Deleting your account

You can delete your account directly in the app: Settings → Delete account. It can’t be undone. If you have a mentor session that has not ended or is not paid for, an open dispute or a paid session that ended less than seven days ago, you can delete your account once the session is finished and the time to file a dispute has passed. A payment that has been written off does not hold it. If you are a mentor and a client has not paid, you can give up the payment and delete your account. Read more about what is deleted and how to do it without the app at betweenshift.com/en/delete-account.

About us

BetweenShift is run by Tayori HB.
Company registration number: 969708-0167
Address: Gjutformsgatan 1, 216 48 Limhamn, Sweden
Email: support@betweenshift.com (support), contact@betweenshift.com (general)
Website: betweenshift.com

Terms: User Policy and Terms · Privacy Policy · Mentor Terms