How does e-mail counselling work?

Our online counselling works on a web-based secured system.

Contacts do not take place via normal e-mail addresses but over an account that you create on our homepage. Your account functions as your personal “virtual mailbox” which only you can access.

When first using online counselling, a registration is required.

You need to choose a username and a password. To guarantee anonymity, avoid using any personally identifiable information. Memorise upper and lower case letters. Be sure to remember the exact spelling of your password and username and do protect this data from access by third parties.

Providing your e-mail address is optional.

You have the option of receiving an automatic e-mail notification (from AYGOnet) to tell you when your counsellor has sent you a response – it will not show the actual reply! Confidential information will never be sent to your e-mail. The counsellor cannot see your e-mail address.

Please read our Terms of Service!

If you accept them, you will obtain access to your account.

You can access your inbox via Mailbox.

Click on “Post” to write a new request. Here you can also read your counsellor’s response.
Now you can start writing about your problem or issue.

There are no specifications or limits. State a heading in the reference line describing your issue. You can either send your mail directly to us or save it as draft.

Your request will be sent to a counsellor. You can expect a reply within 3 workdays.

In exceptional circumstances, if we are really busy, it may take a little longer. You will then be notified. On weekends and holidays we do not answer any mails.

After the first contact, your mails will be sent to the same counsellor.