App FAQs

Session

How do I book a session (individual, couples, in-person, etc)?

The different services (ie individual, couples, family) and mediums for therapy (ie video, audio, in-person) each Therapist offers are listed on their respective profiles.  Visit app.talkyourheartout.com to filter TYHO Therapists based on your preferences, view their availability and book a session with them.

When you click “BOOK A SESSION” and you will see a booking pop up. Simply input the service and medium preferred and select a date and time slot that best suits you. You will be directed to our payment page after confirming your selection. Upon successful payment, you will receive a booking confirmation via email. The booked appointment can also be found on your Dashboard.

Where do I go to attend my session?

Online sessions (ie video and audio) take place on the platform itself. To attend your individual counselling session, please first sign into your TYHO account. If you scroll down on your Dashboard, you will see a “START SESSION” button on your upcoming session date. Click on it to enter your session and the videoconferencing plugin will open. 

You can enter the room up to 10 mins before the start time  to test your microphone, camera, and speakers ahead of the session. 

If you are attending a couples counselling session, and your partner is at a different location from you, please share the call link with them. To do so, click on “Share Call Link” from the appointment box on your Dashboard – this will allow you to copy a URL to share with them so they can attend the session with you.

In-person sessions take place at your selected Therapist’s office space. Their full address will be visible to you after you have successfully booked your session. Do head down to the stated location on the day of appointment to attend your session.

Where can I find my booked sessions?

Once you’re signed into your account, if you scroll down on your Dashboard, you will see all your upcoming booked sessions and their respective details. Once the session starts, the appointment will automatically move from your list of “Upcoming” sessions to your “Passed” sessions.

What is the difference between the various mediums for therapy?

Online (audio / video) sessions take place through your computer / smartphone / tablet, where you and your Therapist speak with each other through a pop-up videoconferencing plugin. 

Online sessions afford you greater autonomy and convenience (ie you are in control of your environment). They also help your Therapist detect verbal / visual cues as you speak, and better understand how you are feeling. 

In-person sessions take place at the Therapist’s office. Our Therapists who offer in-person sessions have their location tags indicated on their profiles. If you find it easier to open up in-person, or do not have a private space to attend online sessions from, you may wish to consider booking an in-person session. 

Note: In-person sessions incur an additional S$40 for the use of space.

Can I book a session on behalf of someone else such as my child?

We recommend that the client attending the session set up an account on our platform and book sessions personally. This allows them to receive booking confirmations / reminders to their registered email address.

If you are a parent / guardian booking a session for your child under the age of 18 years, parental consent is required. Please drop us an email at contact@talkyourheartout.com, and we will reply to you within 2 business days with the consent form and organise a session thereafter.

Rescheduling and Cancellation

What is TYHO's rescheduling / cancellation policy?

Talk Your Heart Out (TYHO) has a minimum 24 hour rescheduling / cancellation policy. We do not accept rescheduling or cancellation requests within 24 hours of the scheduled appointment time to be fair to our Therapists who have blocked out time for sessions. Any payments made towards such appointments will be non-refundable.

How can I reschedule a session?

Once you are signed into your account, select the session you wish to reschedule from your Dashboard. Click on “RESCHEDULE” to view your Therapist’s availability and reschedule the session to another date and time that best suits you.

Note: Once it is within 24 hours of the appointment time, the “RESCHEDULE” button will be hidden and you will not be able to reschedule the appointment.

How can I cancel a session?

Once you are signed into your account, locate the session you wish to cancel on your Dashboard. Click on “CANCEL” to cancel the session. Fees for the session will be returned as credits to your wallet.

Note: Once it is within 24 hours of appointment time, the “CANCEL” button will be hidden and you will not be able to cancel the appointment.

What happens if my Therapist cancels a session?

When your Therapist cancels a session, a “Cancelled by Therapist” tag (in red) will appear on that particular session under your list of “Upcoming” sessions. You will also receive:

  • a reason for the cancellation (on the Dashboard and by email);
  • an email confirming the cancellation;
  • fees for the session returned as credits to your wallet.

Wallet, Credits, & Receipts

What are wallet credits?

Once you are signed into your TYHO account, you will see a “Buy Packages” tab on the right side of your Dashboard. Your wallet reflects the number of credits you have to book sessions on the platform. Wallet credits are deposited in your account after you’ve bought a package of sessions or added a custom amount to the wallet. You may then use these credits to book sessions with your Therapist(s).

How do I top up my wallet and use credits?

Once you are signed into your TYHO account, if you click on the “Buy Packages” tab on the right side of your Dashboard, you will be able to top up your wallet in either of the following ways:

  • Purchasing a package: To purchase a package, please select your type of Therapist (Care or Empathy), service, medium, and the number of sessions you would like to purchase and make payment accordingly. A discount is automatically calculated based on the amount of credits purchased. Your payment will be deposited as credits into your wallet.
  • Depositing a custom amount: You can choose to top up your wallet with a custom amount by clicking on the “Custom Amount” tab. Simply input the amount you would like to top up to your wallet, and make payment accordingly. Your payment will be deposited as credits into your wallet. 

To use your wallet credits, simply select “Use wallet balance” on the payment page when you are prompted to make payment for sessions booked. 

We provide a 6 percent discount for a top up of your TYHO Wallet of between S$ 360 to S$ 959, and 8 percent for between S$ 960 to S$ 3000.

Where can I view the credits, deductions or refunds to my wallet?

Once you are signed into your TYHO account, if you go to your wallet and click on WALLET LEDGER, you will see details of all your past transactions. This includes the respective amounts that have been:

  • added to your wallet when you purchase a package or deposit a custom amount;
  • deducted from your wallet when you book sessions;
  • returned to your wallet when you or your Therapist cancels a session.

Where can I find my session and payment receipts?

Once you are signed into your TYHO account, if you look to the right of your Dashboard, you will see that there are 2 different receipts available for download:

  • Session receipt: The session receipt reflects a session completed on the platform (with the following details: date, time, medium, type of session, as well as Therapist selected). It is only generated after a session has been completed, and is not a proof of payment.
  • Payment receipt: The payment receipt reflects a payment made on the platform. It is generated after every payment made and does not include specific session details. It is not a proof of completing a session.

If you have further questions or require administrative support, drop us a support request and we will reply within 2 business days.

Technical Issues

The call has frozen or dropped.

Please ensure that you have a strong and stable internet connection before you join the call. 

You can do a speed test through Google to check your upload and download speeds. If you have weak Wi-Fi connection, you may wish to move to another location or use a mobile hotspot.

If the screen freezes or the call drops during a session, please rejoin it through your Dashboard. 

I can't hear my Therapist when I navigate to another window or app on my mobile device.

If you are using a mobile device, please ensure that you do not navigate away from the screen. Navigating to another window or application may disconnect you from the session. If this happens, please rejoin the session. Use a laptop if you would like to share screen or apply a background. 

What happens if my Therapist disconnects during a session?

Your Therapist may disconnect during a session when their internet connection is disrupted. The Therapist’s screen may be blacked out. Please rejoin the session if the Therapist drops off and does not rejoin in a few minutes.