We usually respond within a maximum of 3 days.<\/p>\r\n
To access your account:<\/strong><\/p>\r\n To create an account:<\/strong><\/p>\r\n Registration <\/a><\/p>\r\n Web security<\/a><\/p>\r\n Our terms of use<\/a><\/p>\r\n Data protection statement<\/a><\/p>\r\n If you are in a serious crisis situation, please contact our telephone service at 454545 (available every day from 11:00 AM to 11:00 PM, plus Friday and Saturday from 11:00 PM to 3:00 AM). The emergency number 112 remains the first number to call in the event of an acute and urgent situation. Sometimes it’s easier to express your thoughts in writing. Email consultation allows you to take your time, reflect, and put your feelings into words. You can write to us to:<\/p>\r\n Whether you are in crisis or simply want to be heard – we read your message with attention and empathy.<\/strong><\/p>\r\n Our work is guided by the core values of anonymity, discretion, tolerance, and honesty. Each person is welcomed with respect and understanding – regardless of their situation.<\/strong><\/p>\r\n On the other end of the phone, chat, or email, the person is welcomed by volunteers specially trained in listening. They are not psychologists or therapists, but individuals who offer a sincere space for human-to-human connection.<\/p>\r\n We are accessible without appointments, and it is possible to contact us as often as needed. By contacting us, there is no long-term commitment: the person decides when to do so and what they wish to talk about. We believe that a single conversation can sometimes really make a difference.<\/p>\r\n The nature of the exchange depends primarily on the current life situation of each person: If therapy or another type of active support seems necessary and the person explicitly expresses this during the conversation, they can be referred to the appropriate support services.<\/em><\/p>\r\n Our listening services, whether by phone, email, or chat, provide one-time, anonymous support and are offered by trained volunteers. They do not replace therapy or long-term care. We offer a compassionate listening space, convinced that sometimes a single conversation can make a real difference.<\/strong><\/p>\r\n The writer or caller can contact us as many times as needed, but we cannot guarantee that the same volunteer will respond, especially by phone or chat. Additionally, we do not offer appointments and cannot initiate contact with the writer or caller.<\/p>\r\n By email, follow-up is provided by the same volunteer throughout the exchange, but this does not constitute therapeutic care.<\/p>\r\n If you urgently need to talk, we recommend calling, as chat and email are not suitable for crisis situations. However, you may have to wait a moment before being connected. In acute emergencies, please contact emergency services at 112.<\/strong><\/p>\r\n How does online counseling work?<\/a> Expand<\/i><\/a><\/p>\r\n Our online counseling includes two services: email<\/strong> consultation and live chat<\/strong>. Both are accessible through the same user account. After logging in, you can switch freely between them.<\/p>\r\n Why do I need to create a user account?<\/a> Expand<\/i><\/a><\/p>\r\n A personal account ensures the confidentiality and security of your communication. Your messages are securely stored and accessible only to you – via your username and password.<\/p>\r\n Do I have to provide my email address?<\/a> Expand<\/i><\/a><\/p>\r\n No, it’s not mandatory. You may provide it if you wish. It will only be used to notify you of new messages or to help reset your username\/password if you forget them.<\/p>\r\n How do I use the email consultation service from SOS D\u00e9tresse?<\/a> Expand<\/i><\/a><\/p>\r\n To write to us, you first need to create an account by choosing a username and password (at least 8 characters, including letters, numbers, and special characters). Please keep this information safe.<\/p>\r\n How do I send an email?<\/a> Expand<\/i><\/a><\/p>\r\n After logging in, click on the “Email<\/strong>” tab and then on the “+” symbol to write a message. It will be assigned to a counselor, who will respond within 3 working days.<\/p>\r\n How long do I have to wait for a reply?<\/a> Expand<\/i><\/a><\/p>\r\n You’ll receive a response within 3 working days. After that, a personalized pace will be established with you, depending on your needs.<\/p>\r\n How often can I write? Are there any limits?<\/a> Expand<\/i><\/a><\/p>\r\n There is no strict limit. Good counseling takes time and is built on trust. Every message is read carefully and receives a thoughtful response. Together, we’ll find a rhythm that suits your situation.<\/p>\r\n Who answers me?<\/a> Expand<\/i><\/a><\/p>\r\n You are supported by trained volunteers. All of them are committed to a humanistic approach and take part in regular supervision to ensure high-quality listening and support.<\/p>\r\n What about confidentiality?<\/a> Expand<\/i><\/a><\/p>\r\n Anonymity and confidentiality are essential at SOS D\u00e9tresse. All of our staff are bound by professional confidentiality<\/strong>. No IP addresses are stored in our system. However, your emails may be used in anonymized<\/strong> form for supervision purposes to improve the quality of our support.<\/p>\r\n What should I do if I forget my password?<\/a> Expand<\/i><\/a><\/p>\r\n If you provided an email address, you can reset your password on the login page. Otherwise, you can create a new account with a different username and explain your situation – we will reconnect you with your original counselor.<\/p>\r\n How and when is my account deleted?<\/a> Expand<\/i><\/a><\/p>\r\n You can delete your account at any time via the “Management<\/strong>” tab. You can also ask your counselor to delete it for you.<\/p>\r\n <\/p>\r\n","protected":false},"excerpt":{"rendered":" Email us Would you rather write than talk? On our secure platform, you can send us a message at any time – anonymously and confidentially. This service is free, confidential, and available 24\/7.We usually respond within a maximum of 3 days. To access your account: Login To create an account: Registration Web security Our terms…<\/p>\n","protected":false},"author":5,"featured_media":0,"parent":16463,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-16467","page","type-page","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/454545.lu\/en\/wp-json\/wp\/v2\/pages\/16467","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/454545.lu\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/454545.lu\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/454545.lu\/en\/wp-json\/wp\/v2\/users\/5"}],"replies":[{"embeddable":true,"href":"https:\/\/454545.lu\/en\/wp-json\/wp\/v2\/comments?post=16467"}],"version-history":[{"count":1,"href":"https:\/\/454545.lu\/en\/wp-json\/wp\/v2\/pages\/16467\/revisions"}],"predecessor-version":[{"id":19131,"href":"https:\/\/454545.lu\/en\/wp-json\/wp\/v2\/pages\/16467\/revisions\/19131"}],"up":[{"embeddable":true,"href":"https:\/\/454545.lu\/en\/wp-json\/wp\/v2\/pages\/16463"}],"wp:attachment":[{"href":"https:\/\/454545.lu\/en\/wp-json\/wp\/v2\/media?parent=16467"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}![\"support\"](\"https:\/\/454545.lu\/wp-content\/uploads\/2025\/06\/support.webp\" "\\"support\\"")
Login <\/a><\/p>\r\nSOS OnlineHelp is not a crisis management service for emergency situations.<\/h3>\r\n
![\"I-Choose-you\"](\"https:\/\/454545.lu\/wp-content\/uploads\/2025\/06\/I-Choose-you.webp\" "\\"I-Choose-you\\"")
<\/p>\r\nWhy write to us?<\/h3>\r\n
\r\n
What we offer and our limits<\/h2>\r\n
![\"possibilites\"](\"https:\/\/454545.lu\/wp-content\/uploads\/2023\/04\/possibilites.jpg\" "\\"possibilites\\"")
<\/p>\r\nWhat we offer\u2026<\/h2>\r\n
\u2022 Some need to relieve pressure or confide;
\u2022 Others seek clarification or guidance;
\u2022 Sometimes, it’s simply about receiving support or comfort;
\u2022 It also happens that people contact us to prepare for an important conversation or difficult confrontation;
\u2022 And for some, this exchange is an opportunity to find courage, motivation, and strength to face their everyday life.<\/p>\r\n![\"limites\"](\"https:\/\/454545.lu\/wp-content\/uploads\/2023\/04\/limites.jpg\" "\\"limites\\"")
<\/p>\r\n\u2026 Our limits<\/h2>\r\n
FAQ<\/h2>\r\n