FAQs

Yes. Wysa does not request Your Personal Data. If You inadvertently submit any Personal Identifiable Information (including but not limited to email identifier, location address, mobile numbers) via text messages, then we will process it with your data basis this agreement and will irreversibly redact any Personal Identifiable Information within 24 hours in our system. Please do not share any personal data that directly or indirectly identifies you at any time during your use of our service such as while in conversation with Wysa's AI Coach or with a Wysa Emotional Well-being Professional. All conversations with Wysa's AI Coach and Wysa Emotional Well-being Professional 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.

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's AI Coach or with a Wysa Emotional Well-being Professional. Call yourself Superman, Wonder Woman…or Yoda even. (Safe your data will be.)

Only Wysa. The Wysa team occasionally uses some messages, which are anonymous, to train Wysa's AI 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.

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.

Your responses are not processed to form a diagnostic opinion nor processed for any medical purposes or for giving clinical advice. Please read our Privacy Policy to understand more about how your data is handled.

Wysa uses industry-standard safeguards to prevent unauthorized access to your data. We encrypt all data provided by you using strong TLS encryption protocols and transmitted securely from your mobile device to our servers. Your data is also encrypted at-rest in our storage servers using strong industry compliant AES-256 encryption protocols. Our servers are hosted and managed by industry leaders in the provision of cloud hosting services who have stringent GDPR and HIPAA compliant security programs and controls. We maintain service level and Data Protection agreements with our hosting partners. Please read our Privacy Policy to know more about how we secure your data.

On the phone, you are required to set a PIN from the settings inside your Wysa app to ensure only you see your chats with Wysa.

Your data is encrypted and securely stored in Virtual Private Cloud servers physically located in the USA. We have taken appropriate safeguards by contracting with our sub-processors which includes standard contractual clauses approved by the European Union (EU) data protection authorities. Please read our Privacy Policy to know more about how we secure your data.

Yes, your conversations with Wysa's AI Coach can be accessed at any time from the "Journey" tab in your app and/or be able to access your conversations with the Emotional Well-being Professional in the Coach chat window. Please read our Privacy Policy to know more about your rights. You can always send us an email at [email protected] or [email protected] for any clarifications.

If you are a premium user we can help you migrate without any cost. Please write to us at [email protected] or [email protected] to know more.

You have the Right to be Forgotten. You can at any point of time, delete all your provided data by using the “reset my data” feature available in the Wysa App settings. Post reset, all your provided data will be deleted from our servers and cannot be recovered.

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] or [email protected]

The Wysa Emotional Well-being Professional Service is a text-based online messaging service with a highly trained and qualified mental health and well-being professional. For select India and US based users, this service is also available over third party audio-video platform.

Wysa Well-being Professional services are not intended to be a replacement for face-to-face psychotherapy or to provide a diagnosis, prognosis, treatment or cure for a disease/condition/disorder or disability or provide any type of state-regulated mental health services in your country of residence. It is an enabling and empowering mode of support, rather than treatment of illness or a health condition. 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.

If you are on an institution (employer, school, university, insurance, etc) version of Wysa, Wysa Emotional Well-being Professional maybe supported or replaced with your Institution's own support mechanisms. Please refer to the installation and access instructions shared by your Institution.

The Wysa Emotional Well-being coach is a well-being professional, who will apply motivational interviewing and life coaching to help You work towards Your personal well-being goals. The Service will focus on building wellness and emotional resilience. The underlying principle of the Emotional Well-being professional Service is that You have the knowledge and capacity to make desired changes in Your life. The role that an Emotional Well-being coach will play is to support You in finding Your own way, and help You tap into Your own strengths and abilities so that You can identify and use resources around You to fill any gaps.

Wysa therapist is a well-being professional, who uses person-centered, supportive listening, motivational interviewing and CBT principles to help you to take control of your mental and emotional well-being. They will draw on various evidence-based techniques to provide empathetic and non-judgmental support. The Wysa 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.

Wysa Emotional Well-being Professional will listen to you, support, motivate and guide you in achieving your emotional well-being goals and resilience skills. Wysa Emotional Well-being Professional services are not intended to be a replacement for face-to-face psychotherapy or to provide a diagnosis, prognosis, treatment or cure for a disease/condition/disorder or disability or provide any type of state-regulated mental health services in Your country of residence. It is an enabling and empowering mode of support, rather than treatment of illness or a health condition. Wysa Emotional Well-being Prfessional 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 and Privacy Policy to know more about the Wysa Emotional Well-being Professional service.

If you are on an institution (employer, school, university, insurance, etc) version of Wysa, Wysa Emotional Well-being Professional maybe supported or replaced with your Institution's own support mechanisms. Please refer to the installation and access instructions shared by your Institution.

You need to be 18 years or older to talk to a Wysa Emotional Well-being Professional. Wysa Emotional Well-being Professional 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.

If your Institution specifies a different age restriction, such as at least 18 and above, as a condition of using this Service, that restriction shall apply rather than the one above.

Wysa Emotional Well-being Professionals have a Masters degrees in psychology or social work and/or a certification in coaching, and typically have practiced for many years in their own practice or as consulting psychologists in educational institutions, multinational firms, clinics and hospitals. They undergo rigourous in-house training to provide legally and ethically safe emotional wellbeing services via online online modalities. They are affiliated or hold membership with leading organisations such as American Psychological Association (APA), British Psychological Society (BPS) and BritishAssociation for Counselling and Psychotherapy (BACP).

Wysa Emotional Well-being Professional 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.

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

A session is a 30 mins, scheduled, live text-based messaging with your assigned Emotional Well-being Professional. All communication with your assigned Emotional Well-being Professional is only through text-based messaging and from the coach interface within the Wysa app. First one or two sessions are focused on understanding your concerns and arriving at goals that you and your Emotional Wellbeing professional will work on in a collaborative manner. You and your emotional wellbeing professional can also work on problem solving any here and now concerns or you can use this space to just vent out and receive tools from your emotional wellbeing professional to able to manage any difficult feelings better.

For select India and US based users, sessions are available over third party audio-video platform. Please refer the Audio-Video Professional Service FAQ for details.

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

You have the right to share details of your activity on Wysa AI Coach with your Wysa Emotional Well-being Professional by going to the “Unauthorize / Authorize Emotional Well-being Professional ” feature in the More > Settings section of the app. You can also opt-in or opt-out of sharing your Wysa AI messages with your human Professional by typing #sharechat in AI Coach chat.

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

In a typical session, you and your Emotional Well-being Professional 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.

When you subscribe to a Wysa Emotional Well-being Professional service, you get to book your first session using the Emotional Well-being Professional 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 Emotional Well-being Professional can be booked by clicking the three dots on your Emotional Well-being Professional interface and selecting “sessions”.

For select India and US based users, please read the Audio-Video Professional Service FAQ on booking Video Calls.

You are currently allowed to have only one active scheduled session. If you try to book another session, the initial booked session will automatically be cancelled and rescheduled to a new time.

The number of text-based sessions that you can book during the subscription period is entirely up to you. You can book a session with your assigned Emotional Well-being Professional every 48 hrs, subject to their availability.

If you are on an institution (employer, school, university, insurance, etc) version of Wysa, your Institution may have a pre-determined number of sessions with a Wysa Emotional Well-Being Professional. Please refer to the installation and access instructions shared by your Institution.

For select India and US based users, please read the Audio-Video Professional Service FAQ on number of audio-video sessions in a subscription.

No. Unconsumed sessions cannot be transferred and will lapse when your subscription ends.

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

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

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 Well-being Professional.

If you are on an institution (employer, school, university, insurance, etc) version of Wysa, your Institution may have a pre-determined number of sessions with a Wysa Emotional Well-Being Professional. Please reach out to [email protected] if you have missed a booked session and would like to reschedule a fresh session.

After a session, you would be practicing any strategies, such as a thought diary or a mindfulness based exercise, as assigned by your Wysa well-being professional. You can keep journaling your thoughts, feelings, success or hurdles between booked sessions. Your well-being professional will read and respond to your logs within 24 hours on their working days.

Journaling would mean:

1.) Use the Emotional Well-being Professional interface platform to vent out your feelings or thoughts. It would also be used to share/log in anything you wish for the Emotional Well-being professional 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 tasks shared with you.

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

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

You will need to type #time in the Wysa app to make changes to your local time before proceeding to book a Emotional Well-being Professional session.

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 steps below:
1. Ensure you are logged into the account that has the subscription.
2. Go to the Google PlayStore .
3. Check if you’re signed in to the correct Google Account.
4. Go to the 'Payments and Subscriptions' tab from the Menu and click 'Subscriptions'.
5. Select the subscription that you want to cancel.
6. Tap Cancel subscription and follow the instructions that come up.

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

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

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

If you are on an institution (employer, school, university, insurance, etc) version of Wysa, you can also reachout to your institution provided support.

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

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

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

While we try our best to match all your requirements, sometimes we may not have a Professional matching all the asks. It's usually depending on staffing, their specialisation and the time zones of Professionals available.

However, if there's a gap in the relationship with your assigned professional or if you feel unheard - you can request for a change free of cost

Write to us at [email protected] and we'll make the required changes.

If you reset your data, you do not lose your subscription. Upon restarting the app, your subscription will be automatically activated and you may proceed to book your remaining sessions with a professional.

Note: Resetting your data will delete all prior data provided by you and cannot be restored.