• Questions most often asked by our users​​​

    What is Wysa?

    Wysa is an AI-based ‘emotionally intelligent’ bot, a virtual coach which responds to the emotions you express and uses evidence-based cognitive-behavioral techniques (CBT), DBT, meditation, breathing, yoga, motivational interviewing and micro-actions to help you build mental resilience skills and feel better.

    Is Wysa a human or a robot?​

    The answer is... both! Wysa is an artificial intelligence (AI) chatbot, it’s a pocket penguin which learns and grows wiser with you. Wysa therapist are humans, they are professionals trained to listen, support and encourage you.

     

    Together with Wysa, therapists will support you in achieving your defined goals. However, Wysa is restricted in the means of response and the intended usage is for providing evidence-based tools and techniques to manage emotions and encourage mental wellbeing as an early intervention tool. It is not intended for providing diagnosis, treatment or cure of a condition or disease. Wysa cannot and will not offer advice on unrecognizable issues.

    What can Wysa help and not help with?

    Wysa can help you manage your emotions and thoughts. Wysa helps you track your sleep and activity and proactively engages with you. You can type ‘Help’ anywhere in the conversation to see all the things Wysa can help you with.

     

    Wysa is not designed to assist with crises such as abuse, severe mental health conditions that may cause feelings of suicide, harm to self and any other medical emergencies. In any of these cases and otherwise, Wysa cannot and will not offer medical or clinical advice. It can only suggest that users seek advanced and professional medical help.

    How - and why - does Wysa work?

    The answer is... both! Wysa is an artificial intelligence (AI) chatbot, it’s a pocket penguin which learns and grows wiser with you. Wysa therapist are humans, they are professionals trained to listen, support and encourage you.

     

    Together with Wysa, therapists will support you in achieving your defined goals. However, Wysa is restricted in the means of response and the intended usage is for providing evidence-based tools and techniques to manage emotions and encourage mental wellbeing as an early intervention tool. It is not intended for providing diagnosis, treatment or cure of a condition or disease. Wysa cannot and will not offer advice on unrecognizable issues.

     

    Is it free to use Wysa?


    Talking to Wysa is free, including tools offered in chat. For sustainability, we charge for a premium version with 'convenient features' (eg. direct access to tools), as well as Wysa Therapist Services (direct access to experienced mental health and well-being professionals). We do not believe in and hence do not use advertising as an option.

     

    Who is Wysa designed to help?

    People from more than 30 countries across the world and from many age groups talk with Wysa. Our current user base is 1,300,000+ strong, growing rapidly and with some great user reviews. However, if you are less than 18 years of age, please read through the Terms of Service and Privacy Policy along with your parent or legal guardian to understand eligibility before use. Wysa is not to be used by children under 13 years.

     

    What is the science behind the suggested techniques?

    Wysa uses evidence-based techniques like Cognitive Behavioral Therapy (CBT), which are suggested and approved by professional psychologists at Wysa for use in a self-help context, and by our scientific advisory board comprising of leading mental health professionals from around the world. Wysa app including but not limited to its content, images, videos, tools and techniques get reviewed and approved by our qualified psychologists and safety professionals and the updates are released as part of our bi-weekly development process. Please consult a qualified healthcare professional before making any major changes in levels of physical activity or if you have a medical condition. Do not use physical activity based tools if you are suffering from back problems, Blood Pressure, Hernia or any other medical conditions.

    Who can talk to a Wysa therapist?

    You will need to be at least 18 years of age and authorized to sign an agreement and provide informed consent on behalf of yourselves before talking to a Wysa therapist.


    If you are on an institution (employer, school, university, insurance, etc) version of Wysa, Wysa therapist maybe replaced by your Institution's own support mechanisms.

    What is an institution version of Wysa?

    Wysa has partnerships with institutions (employer, school, university, insurance, etc), to subsidize your cost of access to Wysa services. During your initial conversation with Wysa, this would have been discussed. You would also find you have access to all premium tools, although you have not directly paid for these services.


    The partnership may also include full or subsidized access to Wysa therapist. In some of these partnerships, we may replace Wysa therapist with another service provider (in which case please refer to the documentation of your institution service provider)


    Our commitment to your privacy stays the same. As an Institute user, some population-level data may be shared with the Intent to help the partner understand the mental wellbeing of their organization. However the basic tenet is anonymity, and data should not be possible to link/attribute to an individual, either within Wysa or by the partner.

     

    Privacy and data sharing

    Is my data private?

    Yes. Wysa does not request nor collect your Personal Identifiable Information (including but not limited to email address, mobile numbers, or social logins). Please do not share any personal information that directly or indirectly identifies you at any time during your use of our service such as while in conversation with Wysa or with a Wysa therapist. All conversations with Wysa and Wysa therapists are private and not shared with anyone. If you use Wysa within our partner ecosystem, then anonymized and summarized information is exchanged, but ONLY with the intent of enhancing your experience. The details of your conversations are never shared with any external parties outside Wysa, including any partners.

    Do I have to use real names?

    No, not really. You don’t have to use your real name. Instead, we recommend that you use a dummy name or a nickname in your conversations with either Wysa or with a Wysa therapist. Call yourself Superman, Wonder Woman…or Yoda even. (Safe your data will be.)

    Who can read and use my messages?

    Only Wysa. The Wysa team occasionally uses some messages, which are anonymous, to train Wysa to help improve its ability to have conversations. Any identity specific data is removed, so no-one can ever know who said what. Also, no-one outside of Wysa will ever have access to chat messages without your explicit consent.

    How will my conversations and responses to assessments be used?

    Your conversations and assessment responses are anonymous, and sometimes used to improve Wysa’s ability to understand you better and ways to enhance your experience.

    What security measures are taken?​

    Wysa uses industry-standard safeguards to prevent unauthorized access to information and we are working towards extending data security to a best-in-class level by selecting partners who will be compliant under HIPAA (Health Insurance Portability and Accountability Act) and other applicable privacy and security laws. On the phone, you can set a PIN from the settings inside your Wysa app to ensure only you can see your chats with Wysa.

    Where do you store my data? Is it safe?

    Your information is anonymized, processed and stored on secure servers, physically located in different countries around the world. You will need to agree to Wysa Terms of Service and Privacy Policy to use the service.

    I need access to my past conversations, can I?​

    Yes, you can save your conversations with Wysa that helped you and access it any time. You can always send the Wysa team a written request at [email protected] to confirm, correct, block or delete any personal information.

    Whom to contact if I have additional questions, concerns or comments?​

    You can read our Privacy Policy and if you still need to talk to the Wysa team, please send us an email at [email protected]

     

    Therapist FAQ

    What is Wysa Therapist service?

    The Wysa Therapist Service is a text-only online messaging service with a highly trained and qualified mental health and well-being professional.

     

    Wysa therapist service is not a crisis or emergency assistance service. It is not intended to be a replacement for face-to-face psychotherapy or to provide a diagnosis, prognosis, treatment or cure for a disease/condition/disability or provide any type of state-regulated mental health services. If you are facing any crisis such as abuse, severe mental health conditions, suicidal thoughts, harm to self and others or any emergencies, please call the relevant emergency or crisis number in your country immediately. For example, you can find your country-specific suicide emergency number at: www.suicide.org

     

    For users on an institution version of Wysa integrated with another therapist/coach service, please refer to the documentation provided by your intuition service provider.

    What do Wysa Therapists do?

    Wysa Therapist will use person-centered supportive approach to encourage and motivate You to take control of Your mental and emotional well-being.


    Wysa Therapist will draw on various evidence-based psychological and lifestyle coaching techniques to provide empathetic and non-judgmental support to help You strengthen Your self-esteem and ace through emotional hurdles and current concerns to reach Your goals.


    Your therapist will listen to Your worries empathetically, promote positivity and support You in making successful lifestyle changes, so that You can manage your situation better and build emotional resilience.

    Is Wysa therapist service similar to face-to-face (f2f) or In real life (IRL)- psychotherapy or treatment?

     

    Wysa therapists will listen to you, support, motivate and guide you in achieving your emotional well-being goals and resilience skills. The service is not intended to be a replacement for face-to-face psychotherapy or to provide a diagnosis, prognosis, treatment or cure for a disease/condition/disability or provide any type of state-regulated mental health services. Wysa therapists will not offer medical or clinical advice either. They can only suggest that user seek advanced (medical) help outside of Wysa. Please read the Terms of Service to know more about the Wysa therapist service.

     

    For users on an institution version of Wysa integrated with another therapist/coach service, please refer to the documentation provided by your institution service provider.

     

    How old do I have to be to talk to a Wysa Therapist?

    You need to be 18 years or older to talk to a Wysa therapist. Wysa therapist service is not to be used by children under the age of 13 years. If you are younger than 18, please read through the Terms of Service and Privacy Policy along with your parent or legal guardian to understand eligibility before use.

     

    Who are Wysa Therapist?

    Wysa therapists are highly trained and qualified professionals who have a combined four decades of experience in the field of mental and emotional health, and are affiliated with leading organisations such as APA (US) and BACP (UK).

     

    I am going through a crisis or emergency situation. Will Wysa therapists help me?

    Wysa therapist service is not a crisis or emergency assistance service. If you are facing any crisis such as abuse, severe mental health conditions, suicidal thoughts, harm to self and others or any emergencies, please call the relevant emergency or crisis number in your country immediately. For example, you can find your country-specific suicide emergency number at: www.suicide.org.

     

    Once I signup, will I have the same therapist?

     

    Yes. You will be assigned to a dedicated therapist the first time you book a therapist session. In case your assigned therapist is not available due to unforeseeable reasons, you have the option to either speak with another therapist or to reschedule your session with your assigned therapist.

     

    What is a therapist session?

     

    A session is a 30 mins scheduled live text-based messaging with your assigned therapist. All communication with your assigned therapist is only through text-based messaging and from the therapist interface within the Wysa app.

    Will the therapist respond to me in real time?

     

    Scheduled sessions provide you with 30 mins of real-time messaging with your assigned therapist. For all other messages, the Wysa therapist will try to respond to your messages as soon as possible and within 24 hours at the most.

    Can my therapist access my chats with Wysa bot?

     

    You have the right to share details of your activity on Wysa with your therapist by going to the “Unauthorize / Authorize therapist” feature in the More > Settings section of the app. You can also opt-in or opt-out of sharing your Wysa messages by typing #sharechat in Wysa bot.

    Can I change my assigned therapist?

    In case you feel there’s a gap in the relationship or feel unheard by your therapist or if there’s an issue with session timings with your therapist, then you could request for a change of therapist by writing to [email protected]

     

    What happens in a typical session?

    In a typical session, you and your therapist will have a focused goal directed discussion on a preset agenda or any other concerns that you bring to the session. You would also be discussing any potential hurdles in reaching your goals or doing an assigned homework.

    How do I book a therapist session?

    When you subscribe to a Wysa therapist service, you get to book your first session using the therapist session scheduler. Here, you get to see available session timeslots for your chosen day. You can choose your preferred date and time and make a booking. All subsequent sessions with your assigned therapist can be booked by clicking the “i” icon next to the text field of your therapist interface and selecting “sessions”.

    How many sessions can I book at a time?

    You can book only one session at a time. If you try to book another session the earlier booked session will automatically be replaced by the new booking.

    How many sessions will I get in a subscription?

    The number of sessions that you can book during the subscription period is entirely up to you. You can book a session with your assigned therapist every 48 hrs.

    Can I cancel or reschedule a booked session?

    You can cancel or reschedule a booked session anytime before 3 hrs to start of the scheduled session. No cancellation or rescheduling will be allowed within 3 hrs or after a session begins.

    Will I get a reminder for my booked session?

    Yes. You will receive a reminder notification of your booked session from Wysa on your mobile device. You will receive this notification 30 mins prior to start of session. Please enable receiving notification from Wysa to receive your scheduled reminders.

    What happens if there is a crisis or a personal emergency and I miss a booked session?

    If you missed attending or cancelling or rescheduling a booked session due to any reason, that particular session will automatically lapse. But not to worry, you can always make a fresh booking by choosing the next available date & time with your therapist.

     

    What do I get to do after a session?

    After a session, you would be practicing any strategies, such as a thought diary or a mindfulness based exercise, as assigned by your therapist. You can keep journaling or logging your thoughts, feelings, success or hurdles between booked sessions. Your therapist will read and respond to your logs daily.

    What is Journaling with a Wysa Therapist?

     

    Journaling would mean:

     

    1) using the therapist interface platform to vent out your feelings or thoughts. It would also be used to share/log in anything you wish for the therapist to be aware of to help you move on with your goals.


    2) It could also involve logging in thoughts/feelings/mood changes as a part of the homework or to do weekly task shared with you


    3) The therapist will provide feedback on what you share with suggestions to enhance any positive streaks and to cope with any negative events, as well to leave you with more questions to self-reflect and manage your emotions.

    Can I access all the premium tools that are available in the app with the therapist subscription?

    Yes, you get access to all the premium tools during the subscription period.

    My local time shown in the session scheduler is incorrect. How do I fix this?

    You will need to type #time in the Wysa app to make changes to your local time before proceeding to book a therapist session.

    How do I cancel my subscription?

    Unfortunately, we can't cancel your subscription for you. These are managed through Google Play and iTunes depending on which type of phone you may possess. Please see the appropriate section for canceling your subscription below:

     

    Google Play
    If you are using an android phone, please follow the below steps.
    1. Open Google Play
    2. Go to My Apps
    3. Select subscriptions
    4. Select Wysa
    5. Cancel subscription

     

    Read google play guidance here: support.google.com

     

    Apple iTunes
    If you are using iPhone, please follow the below steps.
    1. Go to your device’s settings
    2. Click iTunes & App Store
    3. Click on the Apple ID at the top
    4. Click on View Apple ID.
    (You might need to use Touch ID to authenticate)
    4. Click on Subscriptions and then choose Wysa
    5. Click on Cancel Subscription at the bottom

     

    Read iTunes guidance here: support.apple.com

    Can I get a refund?

    In case you have done an accidental purchase kindly write to us at [email protected] within the first week of the purchase and we will help you out.

    I have questions regarding subscription or on sessions. Who do I ask?

    In case you have any queries regarding subscriptions or about sessions, you can write to us at [email protected]

    I am on an Institution plan, Why can't I see the Wysa therapist?

    If you are on an Institution (employer, school, university, insurance, etc) version of Wysa, Wysa therapist maybe replaced by your institution's own support mechanisms.

     

    In this case, should you want Wysa therapist, you would have to relinquish the benefits of your institution version. You can then start Wysa again and choose to enroll with the Wysa therapist.

     

    To relinquish your institution benefits, reset your data (found under settings in the Wysa app), and then start over.

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