FAQs

Yes. Wysa does not request Your Personal Data and all conversations with Wysa's therapeutic AI and/or human coaches are private and not shared with anyone. Please do not share any personal data that directly or indirectly identifies you at any time during your use of any of our services, however if you inadvertently submit any Personally Identifiable Information (including but not limited to email identifier, location address, mobile numbers) via text messages, then we will irreversibly redact it from our system within 24 hours.

If you use Wysa within our partner ecosystem, then anonymized and summarized information may be exchanged however the details of your specific conversations are never shared with any external parties outside Wysa, including any partners.

No, you don’t have to use your real name - you can use a dummy name or a nickname.

Only Wysa. The Wysa team occasionally uses some anonymized messages to train Wysa's AI to help improve its ability to have conversations.

Your conversations and assessment responses are anonymous and never processed to form a diagnostic opinion nor 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 within 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.

If using Wysa on the phone, you can set a PIN from the settings inside the Wysa app to ensure only you see your chats with Wysa.

Yes, your conversations with Wysa can be accessed at any time from the "Journey" tab in your app.

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

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. Please be aware that post reset, all your 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].

The Wysa Emotional Wellbeing Professional Service is a text-based online messaging service with a highly trained and qualified mental health and wellbeing professional (hereafter referred to a Wysa coach). For select India and US based users, this service is also available over third party audio-video platform.

Wysa Wellbeing 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 on an institution version of Wysa (eg you access Wysa through your employer, school, university, insurance, etc) the professional supporting you may be employed by the Institution.

The Wysa coaches are wellbeing professionals who apply motivational interviewing and life coaching to help you work towards your personal wellbeing and emotional resilience goals. The coaches provide empathetic and non-judgmental support, and will also help you to learn and practice the skills you need to make successful lifestyle changes.

You need to be 18 years or older to talk to a Wysa Coach.

Wysa Coaches 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.

The Wysa Emotional Wellbeing Professional service is not a crisis or emergency assistance service. If you experiencing a mental health crisis or you have a severe and enduring mental health problem, this service is not appropriate for you - instead please call the relevant emergency or crisis number in your country.

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

A session is 30 minutes of live in-app text-based messaging with your assigned coach. The first one or two sessions are focused on building up a shared understanding your concerns and arriving at collaborative goals. Further sessions will focus on your progress towards these goals, discussing any potential hurdles in reaching your goals, and/or discussions on between session activities or homework exercises. You and your coach can also work on problem solving any here and now concerns, or you can use the space just to talk. Your coach can also recommend digital tools (e.g. CBT based exercises, Mindfulness or Relaxation audios) that may be helpful for managing the difficulties that you're experiencing.

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

Your coach will be available for you in real time for the duration of your scheduled appointment.

You have the right to share details of your Wysa chat activity by going to the “Unauthorize / Authorize Emotional Wellbeing 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 coach by typing #sharechat within the Wysa chat.

If you don't feel that you connect with your coach or if there’s an issue with session timings you can request to change coaches by writing to [email protected]

When you subscribe to the Wysa Emotional Wellbeing Professional service, you will be able to book your first session using the Emotional Wellbeing Professional session scheduler. Here, you can see available session timeslots for your chosen day. You can choose your preferred date and time and make a booking. All subsequent sessions can be booked by clicking the three dots on your Emotional Wellbeing 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, and only one session per week. 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 Wellbeing Professional once every week, subject to their availability.

If you are on an institution (employer, school, university, insurance, etc) version of Wysa, your Institution may have agreed a pre-determined number of coach sessions per user. 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 included within a subscription.

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

You can cancel or reschedule a booked session up to 3 hours before the start of the session. No cancellation or rescheduling is 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 failed to attend a booked session due to any reason, that particular session will automatically lapse, however you can make a fresh booking by choosing the next available date & time in the same week or subjected to your coach's availabiity. In case you do face any issues with rescheduling your session on your own you could reach out to us at [email protected] for more support.

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

Between coach sessions you would be practicing any strategies agreed with your coach, such as completing a thought diary or engaging in a mindfulness exercise. You can also journal your thoughts, feelings, success or hurdles between booked sessions. Your coach will read and respond to your logs within 24 hours on their working days.

Journalling could include:

1. Using the Emotional Wellbeing Professional interface platform to vent your feelings or thoughts or to share anything you would like your coach to be aware of to help you acheive your goals.

2. Logging your thoughts/feelings/mood changes as a part of the homework or weekly tasks agreed between you and your coach.

Your coach will provide feedback on what you share, with suggestions on how to enhance any positive streaks and/or how to manage any negative events, as well as offer you questions to help you to reflect on 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 session.

Unfortunately, we can't cancel your subscription for you. These are managed through Google Play and iTunes. 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

If you have purchased a subscription in error, kindly write to us at [email protected] within the first week of the purchase.

If you have any queries regarding subscriptions or sessions, please write to us at [email protected].

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

If you are on an Institution (employer, school, university, insurance, etc) version of Wysa, the Wysa Emotional Wellbeing Professional service maybe not be available. If this is the case, should you want a human coach, you would have to relinquish the benefits of your institution version by resetting your data (found within the settings menu of the Wysa app). You can then start Wysa again and subscribe to the service.

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

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. Howevere reetting your data will delete all prior data provided by you - this cannot be restored.