Frequently Asked Questions

Yes! Our mission is to make Monument accessible and affordable for everyone, and we’re working to expand our insurance coverage for all members.

You can check your current insurance eligibility at: https://joinmonument.com/insurance. Below is an overview of Monument’s current insurance coverage by state. If your plan is not listed below, we also offer affordable cash-pay options.

For All Members

Monument is in-network with Carelon, UHC/Optum, Cigna/Evernorth, and Aetna.

State-Specific Coverage

• New York: UHC/Optum, Cigna/Evernorth, Aetna, Cigna, Empire BCBS, Oscar, Oxford, Magellan, CDPHP, Emblem/GHI, Medicare
• New Jersey: UHC/Optum, Aetna, Cigna/Evernorth, Magellan, Amerihealth, Medicare
• California: UHC/Optum, Cigna/Evernorth, Aetna, Blue Shield of CA, Anthem Blue Cross, MHN (Managed Health Network), Carelon Behavioral Health, Medicare
• Pennsylvania: UHC/Optum, Aetna, Cigna/Evernorth, Highmark, UPMC, Carelon Behavioral Health, Medicare
• Florida: UHC/Optum, Cigna/Evernorth, Aetna, Oscar, Carelon Behavioral Health, Medicare
• Colorado: UHC/Optum, Cigna/Evernorth, Aetna, Anthem BCBS, Carelon Behavioral Health, Medicare
• Connecticut: UHC/Optum, Cigna/Evernorth, Anthem BCBS, Aetna, Carelon Behavioral Health, Medicare

To request a copy of your medical records:

1. Email our records team at [email protected].
2. Please allow 7–10 business days for processing.

As the account owner, it’s best to send your request using the same email address associated with your Monument account. This helps us verify your identity and process your request more quickly.

If someone other than the account owner is requesting the records, a signed HIPAA release form from the member is required to give consent for the release of information.

We cannot release any medical records without proper authorization from the account holder.

You can sign up for Monument by clicking this link: https://app.joinmonument.com/patient/signup/state

Follow these steps to create your Monument account:

Step 1: Select Your State

• Choose your current state of residence on the “Select your state” page.
• Click Next to continue.

Step 2: Tell Us Why You’re Here

• You’ll be taken to the “Tell us why you’re here” page.
• Briefly describe your reason for joining Monument.
• Click Next when finished.

Step 3: Create Your Account

• On the “Create account” page, enter your email address and create a password.
• Review and agree to Monument’s:
  • Terms of Use
  • Privacy Policy
  • Patient Authorization
  • Financial Expectations Policy
  • Notice of Privacy Practices
• Click Create Account to finish setting up your account.

Schedule Your Appointment

If you’re not already logged in, sign in first. Then follow these steps:

• Select add appointment — choose a therapist or doctor.
• Describe your reasons for visit.
• Choose your session frequency (weekly or every other week) if scheduling a therapy session. If scheduling a doctor appointment, select your appointment date and time.
• Choose your provider.
• Review your appointment details.
• Click Make Payment to confirm your appointment.

After Payment

You’ll see a Payment Confirmation page showing your appointment details. You can then click Complete Intake to finalize your setup before your scheduled session — or select Go to My Account to manage your profile and appointments.

Support Hours & Phone

Our office hours are Monday through Friday, from 9 AM to 5 PM. If you need assistance, please reach our support team by emailing [email protected] or calling +1(917)529-2030. Our team typically responds within 24–48 hours.

During your first visit, your provider will get to know you and learn about your needs, goals, and health history. You’ll talk about any concerns, symptoms, or challenges you’re experiencing, and what you hope to get out of care with Monument — whether that’s support for mental health, a medical condition, or alcohol use.

Together, you’ll review treatment options and decide on next steps to create a care plan that works for you. Your provider will also answer any questions you have so you feel informed and comfortable moving forward.

Your first visit is supportive, collaborative, and judgment-free — focused on understanding you and setting you up for ongoing care.

If your insurance isn’t covered or you don’t have insurance, you can still book an appointment by paying out of pocket. Monument offers a self-pay option at a flat rate of $100 per session, which you’ll see during scheduling before you confirm your appointment.

Yes. Monument is designed to provide continuous, relationship-based care that allows you to build trust and consistency with your providers over time. You can continue seeing the same therapist and the same doctor for your ongoing visits, ensuring that each provider focuses on their area of expertise to best support your overall health.

Your therapist will work with you on your mental health goals — providing guidance, emotional support, and strategies to help you navigate challenges and maintain progress. Your doctor, on the other hand, manages the medical aspects of your care — including prescriptions, medication adjustments, and any related health needs.

By maintaining continuity with both your therapist and doctor, you receive coordinated, personalized care that evolves with you. This approach ensures your providers understand your unique story, treatment history, and goals, so you can feel confident that your care is consistent, comprehensive, and focused on your long-term well-being.

Q: How do I qualify for a full refund?
A: Appointment fees are fully refundable if you cancel at least 24 hours before the scheduled start time.

Q: What happens if I cancel less than 24 hours in advance?
A: Cancellations made less than 24 hours before your appointment are considered late cancellations. Since charges are processed 24 hours prior, late cancellations are not eligible for a refund.

Q: How do I cancel or reschedule an appointment?

A: To cancel or reschedule an appointment:

1. Log in to your account.
2. Go to the Upcoming Appointments section.
3. Select the appointment you want to manage.
4. Click Manage Appointment.
5. Choose either Reschedule this appointment or Cancel this appointment.

• To reschedule: Click Next and select a new date and time. If done before 24 hours and you’ve already paid, you will not be charged again.
• To cancel: Click Next, then confirm by selecting Cancel Appointment when asked.

If you’re experiencing difficulty with the platform or have general questions, you can reach our support team by emailing [email protected]. Our team typically responds within 24–48 hours.

Here’s how to reset your password:

1. Verify your email — Make sure you’re using the same email address you used to create your Monument account.
2. Go to https://joinmonument.com/ and click Log in.
3. On the login page, click Forgot password?
4. Enter your email and select Reset password.
5. Check your inbox (and junk/spam folder) for an email from Team Monument.
6. Open the email and click Reset password.
7. You’ll be taken to a secure page to create a new password.
8. After entering your new password, click Log in with your new password.

Once you do, your password will be updated, and you can access your account.

If you still experience issues after resetting your password, email [email protected] using the same email associated with your account, and our team will be happy to assist you.

Tip: Let your provider know right away if you’re experiencing any issues — they may be able to assist or reschedule if needed.

Start with these quick fixes

These simple steps resolve most video call issues:

• Reload the page.
• Open an Incognito or Private browser window and try again.
• Quit your browser completely (don’t just close the tab) and reopen it.
• Switch to a desktop or laptop computer if you were using a phone or tablet.
• Try a different browser. We recommend Google Chrome or Firefox. Use Safari if you’re on macOS, iOS, or iPadOS.
• Restart your computer — this often resolves lingering connection issues.

If others can’t see or hear you

• Confirm your volume is not set to zero. Try increasing your volume to see if that solves your audio issue. You can test out your audio by playing a video from a site such as youtube.com, or through https://tokbox.com/developer/tools/precall/.
• Confirm that your browser permissions are granting Monument access to your microphone and camera.

Still not working? Try these additional steps

• Update your browser to the latest version.
• Check your internet connection — we recommend a stable home Wi-Fi network. You can test your speed at speedtest.net or fast.com.
• Disable any VPN you’re connected to.
• If you’re on a work network, check if a firewall may be blocking the call.
• Test your audio and video connection at https://tokbox.com/developer/tools/precall and share the results (a screenshot helps) with Monument Support.

Our support team will help you get back online as quickly as possible.