My query wasn't answered in my Quick Chat Session. What should I do?
While all session providers are equipped with extensive knowledge, information, guidelines, and service updates, there may be questions they're unable to answer — they're human, after all.
To ensure consistency, accuracy, and availability of information, we've introduced various automated features. These enhancements include our comprehensive Knowledge Base.
If you're dissatisfied with your session, please discuss this directly with the provider, as they work independently. You can request their email address during the session. Please note that we're unable to provide any refunds for completed sessions. Any refund requests or concerns should be addressed directly with the provider.
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What happens if my query during a Quick Chat, Live Chat, or consultation requires escalation to the development team?
If your query requires support from the development team, whether as a service request, feature request, or a request for an update to the Knowledge Base, please allow 7 to 10 business days for action. Within this timeframe, our development team ...
I need to contact my session provider, where can I find their contact details?
If you need to contact your session provider, you can reach out to them via email. Their email address can be found on the Google Meet booking email, which contains the link to join the call. Note: All providers on the Directory work independently ...
Do I have to have my camera on for my session?
Only for the Information Gathering Session (IGS) and Capacity to Consent sessions. Some doctors, psychologists, and counsellors may ask the person to have their camera turned on but this isn't necessary for Quick Chats.
My session link hasn’t arrived. What do I do?
The session link is located inside your booking confirmation email. You'll need it to access your video consultation via Google Meet at the scheduled time. If you don't see your booking confirmation email in your main inbox, please look in your ...
How do I prepare for a surgery referral session? What happens in a surgery referral session?
During the session, the professional will carefully listen to your life story and your gender transition journey so far, including your medical transition. Remember, this session is not a test! Simply provide your information and use the session to ...