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We provide online consulations completely anonymous via email-consulting and chat

Frequently Asked Questions (FAQs)

Here are our answers to some initial questions you may have about our online counselling services.

What is online counselling?

Online counselling is a type of psycosocial counselling that takes place online. People who are seeking advice can contact the counsellors anonymously - from any place and at any time.

How will I be counselled online?

There are different ways of online counselling (email, chat, forum, and video). Emel offers email counselling and chat counselling. Just send us a message with your problem and we will help you to find solutions. If you want, we can stay in touch via email counselling over a longer period of time.

Do I have to register?

Yes, you have to register once (anonymously) so you can use the online counselling service.

How do I register?

To register, click on "Login", then on "New registration". Select a username and password. You can then use them to log in again later. This way, only you can see the requests you send and the replies.

If you want, you can store an email address. You will then get an email telling you that there is an answer to your request. Also, if you forget your password, you can only get a new password, if you stored your email address at the beginning of the registration process.

If you want to remain anonymous, you should choose a username and an email address that does not include your name.

How can I submit a request?

If you don’t yet have a username and password, you can create an account when you send in your first request. Please read the notes under "How do I register?”.

When you have registered and logged in, you can make a request. Click on "Email counselling" and then on "Submit request". In the "Subject" field, briefly describe the subject of your request. In the "Message" field, you can now write your request to the counsellor in detail.

In the "Personal information" section, you can enter an email address if you want to be notified that you have an answer. This address is not used to send the counsellor's reply; it is automatic information that you received a reply. The email address will only be used for this purpose.

Before you can send the request, you have to accept our Terms of Use. If you click on "Read Terms of Use", you can view them in detail.

When you are finished writing the message with your request, click on "Send request". The request then goes straight to the counselling team.

If you have not yet finished your message, click "Save as draft". Then you can edit it and send it later.

Where can I find my answer?

So that you can read the answer that your counsellor has sent you, please enter your username and password under "Login". Now click on "Email counselling". In the "Read answer" section, you can read all the questions asked and the answers given by the counselling team.

When can I expect an answer?

We will answer your request for counselling as soon as possible – usually within three working days.

What is chat counselling?

Chat counselling offers the possibility to chat anonymously with your counsellor at a fixed appointment.

In the detail view of the chat appointment you can see who is offering this chat, the beginning of the chat and its duration. As soon as you booked an appointment, it will be reserved just for you. Confidentially and anonymously you can talk about your concerns.