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1. Is the counselling really anonymous?

Yes, the counselling is anonymous. You only enter a username / nickname. We don't need more to advise you.

2. Can I choose who I am advised by?

Yes and no. In the e-mail counselling service, you will receive your first answer from an counselling person who will accept your first e-mail.
Don't worry - all counsellors are trained to do just that. From the first answer on, you write to each other. If you have already completed a consultation with us and would like to be supported again by exactly this person, you can ask for him or her.
In chat counselling, you can simply write to a free counselling person who is currently online.

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 e-mail address when you registered. Then you can click on "Forgot your password?" And you will receive an e-mail with which you can reset your password.

4. What is the difference between e-mail and chat counselling?

Mail counselling is comparable to an exchange of letters. You write a message that is accepted and answered around 24 to 48 hours later. Then you have the opportunity to ask questions or to answer.

In chat counselling, you chat live with an counselling person, similar to messenger services that you know. You write, the person who is counselling you reads your message and answers it and you can write back straight away. It's also more like a (counselling) conversation.

5. I've already reported to the mail counselling service. Can I start a new e-mail 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 e-mail counselling session with one person at a time. This means that you cannot start a new e-mail 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 counsellor know (see FAQ question 18).

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

You have several options:

If nobody is available during the chat time, you can receive a notification via push message as soon as an advisor is available. For this you have to agree to the notification conditions. You will then be automatically notified as soon as a consultant is available. Keep in mind that other young people may also be waiting for this, so it may be that the available counselors are quickly back in touch.

You can send an "emergency call" under Mailberatung, which will then be answered within 24 to 48 hours.

In acute cases you can get quick help here:
Children's and youth hotline: 116 111 (Mon-Sat, 2-8 p.m.),
Child emergency service hotline: +49 30 610061 (around the clock),
Telephone counselling: 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 counsellors 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 counsellors. 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 account or in the JugendNotmail app. The topic chat offers you the opportunity to exchange ideas with other people seeking help 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?

Our advisors usually reply to your first message within 24 to 48 hours at the latest. But it can sometimes take longer because a lot of inquiries may have arrived. But you will definitely get an answer. If you are already in an ongoing consultation, the person advising you will agree on a response rhythm with you. If you still don't get an answer within a week, you can make a "report" and ask for support(FAQ Question 20).

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

Our consulting offer is completely confidential. Since our counselors do not have any personal data about 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 a danger to life and limb, such as when a specific suicide is announced. You will usually be informed about all steps.

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 to get 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 counselling platform and can write an "emergency call" there or chat with a counsellor 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. I am in an e-mail or chat counselling session. What happens if I no longer want to be advised?

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

18. 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 counsellor 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 counsellor.

19. 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 counselling you know - perhaps with the words “I don't want to talk about it” or “I feel uncomfortable talking about it.” The counsellor will respect your wish.

20. I was annoyed about a counsellor. How can I complain?

If you really do not feel that you are in good hands during the consultation or if you have not received an answer from the person advising you for more than a week, you can contact our independent feedback recipients confidentially using a report button. They accept complaints, investigate them and look for a good solution.
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