1. Ist die Beratung wirklich anonym?

Ja, die Beratung ist anonym. Du gibst nur einen Benutzernamen / Spitznamen ein. Mehr brauchen wir nicht, um Dich zu beraten.

2. Kann ich wählen, von wem ich beraten werde?

Ja und nein. Bei der E-Mail-Beratung beommst Du Deine erste Antwort von einer beratenden Person, die Deine erste E-Mail entgegennimmt. Keine Sorge - alle Beraterinnen und Berater sind darin geschult, genau das zu tun. Von der ersten Antwort an schreiben Sie sich gegenseitig. Wenn Du bereits eine Beratung bei uns absolviert hast und wieder von genau dieser Person unterstützt werden möchtest, kannst Du nach ihr fragen. Bei der Chat-Beratung kannst Du einfach eine kostenlose Beratungsperson anschreiben, die gerade online ist.

3. I forgot my password / username. What can I do?

We do not save your login details for data protection reasons. If you have forgotten your access data, you will have to create a new account. Unless you provided an email address when you registered. Then you can click on "Forgot your password?" And you will receive an email with which you can reset your password.

4. What is the difference between email and chat advice?

Mail advice is comparable to an exchange of letters. You write a message that will be accepted and answered within 24 to 48 hours. Then you again have the opportunity to ask questions or to answer. In chat counseling, you chat live with an advising person, similar to messenger services that you know. You write, the person who advises you reads your message and answers it and you can write back straight away. So it's more like a (counseling) conversation.

5. I've already reported to the mail counseling service. Can I start a new email consultation?

If you have sent an “emergency call” and it has been accepted, then you are in a consultation with this advising person. You can only be in an email counseling session with one person at a time. This means that you cannot start a new email consultation because the messages will always go to the person who accepted you first. If you would like to be advised by someone else, let your advisor know (see FAQ question 19).

6. No one is online in the chat counseling service during the specified chat time. What can I do?

You have several options: You can enter the virtual waiting room by clicking the “Waiting room” button under Chat Advice. If you agree to the notification conditions, you will be automatically notified as soon as a consultant is available. Note that other young people can wait for it too, so the available counselors may quickly be in the conversation again. You can send an “emergency call” under Mail Advice, which will then be answered within 24 to 48 hours. In acute cases, you can get help quickly from these contact points: Telephone for children and young people: 116 111 (Mon-Sat, 2 p.m. - 8 p.m.) Child protection hotline: +49 30 610066 (around the clock) Telephone counseling: 0800 111 0 111 (around the clock)

7. What problems can I turn to you with?

You can contact us with all your problems and topics. No problem is excluded or too unimportant. Our advisors are ready to listen and will work with you to find solutions, no matter what is bothering you.

8. What is a topic chat?

The topic chat is a moderated group chat. It is moderated by one of our advisors. Up to eight young people can take part. The topic chat always takes place on Mondays at 7 p.m. and lasts 1 ½ hours. Every week there is a different main topic. You can find the topics on our website, on our Instagram channel or in the JugendNotmail app. The topic chat offers you the opportunity to exchange ideas with other people seeking help who are similar to you.

9. It's already 7:30 p.m. Can I still dial into the topic chat?

Yes, of course you can. There are eight places in our topic chat. If chat places are free or other young people have left the chat earlier, you can participate and chat at any time between 7:00 p.m. and 8:30 p.m.

10. I wrote a message two days ago. How long will it take to get an answer?

As a rule, our advisors answer within 48 hours at the latest. But it can sometimes take longer because many counselors may be on vacation. But you will definitely get an answer.

11. My parents are not allowed to find out that I have contacted you. Is the?

Our advice is completely confidential. Since our counselors do not have any personal data from you, they cannot contact your parents and are subject to confidentiality. Our advisors only have to react and call in the police if there is imminent danger, such as a specific suicide attempt.

12. I forgot to log out. Can others see my messages?

No, there is an auto-logout. If you have been inactive in the app or in the browser for 15 minutes, you will be automatically logged out.

13. You also have an Insta account. Can I also get advice via direct message?

Our Instagram account @jugendnotmail does not include any advice. According to our data protection regulations, we are not allowed to advise there.

14. I am waiting for an answer from my advisor. Do I get a message if there is an answer?

Yes, if you want, you can specify how you would like to be notified in the settings after logging in. By e-mail, if you enter an e-mail address, or by push message in the app or in the browser. You have to confirm the query as to whether the app is allowed to send you notifications. The push notification is tied to the respective device and browser with which you log in. So if you use a new device and e.g. log in with your laptop or tablet for the first time or use a new browser, then you have to select the push notification again under “Settings”. You can deactivate the notifications at any time.

15. My parents check my cell phone. How can I download the app?

If you use a family account with your parents in the store, your parents must approve the download of the app. Unfortunately we cannot prevent that. Once downloaded, the app will be called “Junoma” on your home screen so that your parents don't see at first glance that you have reported to JugendNotmail. In addition, the app is password-protected, which you choose yourself, so that nobody but you has access. In addition, you always have the option of logging in via the browser (also via mobile phone).

16. I have worries / problems / questions and would like advice. How do I proceed?

First you have to register with a username and password via www.junoma-beratung.de/users/add or after downloading the JugendNotmail app. Then you come to our advice platform and can write an "emergency call" there or chat with a counselor during our chat times. If you do not know exactly how or what to write, you can write a short message with a few brief information about your problem or first answer casually with a “hello”.

17. (Why is there an age limit for your offer?) Where can I get advice if I am over 19 years old?

Our online counseling services fall into the field of child and youth welfare and this ends at the age of 19. In addition, our advisors specialize in issues and problems faced by children and adolescents.

18. I am in an email or chat counseling session. What happens if I no longer want to be advised?

It is best to briefly inform your advisor that you received help or that you no longer need advice. Then the counseling will be officially ended by your counselor.

19. I don't get along with the person advising me. What can I do?

It can always happen that the chemistry between you and your advisor is not right. That's not bad at all. Even if this certainly takes a bit of courage, it is best to let the person advising you know if you want a change. You can be passed on to another counselor.

20. I feel uncomfortable writing about certain topics. What can I do if I am asked about this during a consultation?

You alone decide what and how much you want to tell. If you are very uncomfortable with something, let the person advising you know - perhaps with the words “I don't want to talk about it” or “I feel uncomfortable talking about it.” The counselor will make your wish respect.

21. I was annoyed about a counselor. How can I complain?

If you really do not feel that you are in good hands during the consultation, you can use a feedback button to contact our independent feedback recipients in confidence. They accept complaints, examine them and look for a good solution.