Frequently Asked Questions

Creating an account is simple! Click the 'Get Started' button, sign up with your Google account or email, and complete your profile. The whole process takes less than 2 minutes.

No app download is required! YouMat works entirely in your web browser on desktop, tablet, and mobile devices. Simply visit youmat.com and log in to access all features.

Browse our counsellor directory and filter by specialty (anxiety, depression, relationships, etc.), language, availability, and rating. Each counsellor has a detailed profile with their credentials, experience, and reviews from other users.

When you find an online counsellor, click 'Chat Now' to send a connection request. Once the counsellor accepts, you'll be connected in real-time. Your wallet is charged per minute of active chat time. You can end the session anytime.

Yes! YouMat supports HD video and voice calls powered by Agora RTC. When a counsellor is online, you can choose between chat, video call, or voice call. Video/voice sessions are also charged per minute.

Absolutely! If you prefer scheduled sessions, you can book appointments with your chosen counsellor. Select an available time slot, and you'll receive reminders before your session.

If there's a technical issue, try reconnecting. Your session timer pauses during disconnections, so you won't be charged for lost time. If problems persist, contact our support team for assistance.

YouMat uses a prepaid wallet system. Add funds to your wallet using UPI, cards, or net banking. During sessions, your wallet is charged per minute based on the counsellor's rate. You can top up anytime.

We accept UPI, credit/debit cards, net banking, and popular wallets through our secure payment partner Cashfree. All transactions are encrypted and secure.

If you're not satisfied with a session, contact our support team within 24 hours. We review each case individually and can offer session credits or partial refunds for valid concerns.

To start a session, you need sufficient balance for at least 5 minutes at the counsellor's rate. We recommend maintaining a comfortable balance to avoid interruptions during sessions.

Absolutely. All sessions are end-to-end encrypted. Your conversations, personal details, and health information are strictly confidential. We never share your data with third parties without explicit consent.

Yes! You can enable anonymous mode in your profile settings. You can also leave anonymous reviews. Your counsellor will only see the information you choose to share.

Only you and your counsellor can see session history and notes. Our admin team cannot access conversation contents. You can export or delete your session history anytime.

Yes, all counsellors on YouMat are licensed, verified mental health professionals. They undergo a rigorous application process including credential verification, background checks, and interviews.

If you're a licensed mental health professional, visit our 'Become a Counsellor' page to apply. You'll need to submit your credentials, resume, and complete our verification process.

Yes, you're free to try different counsellors until you find the right fit. There's no commitment to any single counsellor. We encourage you to explore until you find someone you're comfortable with.