Here you can find answers to your questions
If not, you are always welcome to contact us

WHAT IS GOMENTOR?

GoMentor is one of the most used portals for online counselling.

Our vision is to help people reach their full potential by offering counselling in a modern and convenient way. We believe that a lot of people around the world have a lot of an undeveloped potential that could provide them with a more fulfilling life if that potential is reached.

We know that many people are stuck in a negative situation. For instance, in regards to traumatic experiences and repressed feelings - with large negative consequences for themselves and those around them. We believe that this undeveloped potential can be released with the correct professional guidance. We are convinced that it is possible for everyone to move their life forward and feel better.

We have gathered all psychological, therapeutic and coaching professions in one place under the name 'counsellors', who all are ready to help you move your life forward. At GoMentor you get convenient and affordable counselling, anytime and anywhere.

WHAT IS GOMENTOR 24/7?

GoMentor 24/7 provides confidential online counselling where you can write unlimited with your personal psychologist, therapist or coach through GoMentor’s secure online platform.

You can write unlimited from your computer, tablet or smartphone, whether you need therapy, coaching or guidance to move forward in your life. You can choose between a weekly or monthly subscription and it is always possible for you to unsubscribe.

WHAT SERVICES DOES GOMENTOR PROVIDE?

GoMentor offers users two types of services; GoMentor 24/7 and Online Video Sessions.

The GoMentor 24/7 option allows users to write unlimitedly to a counsellor that they are matched up with.

The Online Video Sessions service offers users to conduct their sessions with their counsellor via our secure video platform.

Please note the therapy services are provided by independent professionals who work directly with you. These professionals are not employees of GoMentor and the site doesn't oversee them professionally.

ARE THE COUNSELLORS QUALIFIED?

Yes, we only use qualified professionals whose qualifications and experience are verified before we assign them as counsellors for GoMentor.

HOW DOES ONLINE THERAPY AND COACHING WORK?

Online therapy and online coaching works the same way as traditional in-clinic therapy and coaching.

You and a counsellor communicate with each other through an online media platform (a secure messaging platform or video solution available through GoMentor's site).

The benefits from using online therapy and online coaching are clear:

  • You save time - No reason to use an entire or half-a-day on your day-off to talk for an hour.
  • You can choose the best counsellor for your particular problem - without having to worry about geography.
  • You do not have to sit and wait in a waiting-room.
  • You can sit in safe and comfortable surroundings of your choosing.
  • You do not have to be placed on a waiting list with long waiting periods to receive an appointment - you can choose times convenient for you.

HOW CAN I REGISTER WITH GOMENTOR?

From the homepage:

You can either choose the ‘Start your 3 days free trial now’ option which takes you to the user registration page. For registration, we require you to register with a username, your email address, information about your situation, any preferences, and which kind of subscription you are interested in. (Please note that we only take subscription payment after the free trial has ended). Upon completion of these details your user account is ready.

 

On the search site:

From the homepage choose the ‘Our Counsellors’ option to be able to view and search for a counsellor. In the search box you can search by a particular issue by entering the subject you require help with.

You can also specify your search using the following parameters under the ‘More filters’ option:

  • Education
  • Area of expertise (here you can enter as many subjects relating to your issue as you wish)
  • Methods
  • Session type

If you find a counsellor who you think is suitable for you, select the ‘Book’ option to view their profile and then select the ‘Contact me’ to send that particular counsellor a message if you need any additional information.

If you wish to select that counsellor immediately, you can choose the ‘Try for 3 days for free’ option against either the weekly or monthly subscription, or select ‘Book time’ if you prefer one of the services the counsellor is offering. By selecting either of these two options, you will be registered as a user.

HOW DO I CHOOSE A COUNSELLOR?

When you sign up for GoMentor 24/7 you tell us a little about yourself and your situation. This information will enable GoMentor Support to be able to match you with a suitable counsellor who can help you to with specific regards to your needs and situation. At GoMentor we strive to match you up with the right psychologist, therapist or coach for you and your needs within 24 hours on weekdays.

Alternatively, you can also browse the counsellors via the ‘Counsellors’ option and select a counsellor who you think is suitable for you. Once you have chosen a counsellor, you would simply choose the ‘Try 3 days for free’ option or another of the services offered, and then complete the online details.

Your free trial period will start only after you are assigned with a counsellor, or when a counsellor confirms back to you.

ARE THERE ANY TIPS ON HOW TO SELECT THE RIGHT COUNSELLOR?

There are 4 main factors that we focus on as good foundations for a successful conversation course.

Free choice

First of all, it is very important that you can freely choose your conversation partner. It means, that you should get an overview of your possibilities and then choose amongst them.

 

Chemistry

The most important factor in successful conversation therapy is that the chemistry between you and your counsellor is good - that you trust your instinct that you have chosen the right counsellor. It is important that you feel welcomed, understood and respected in a way that makes you feel safe and makes you trust your counsellor, which will allow you to open up and talk freely about your problem.

You can almost always feel if the chemistry is good the first time you meet a new person, and the same goes for online conversations, even when you just book time.

All GoMentor counsellors offer a free and short prior conversation in the form of short messages, so you can create a first impression before choosing to start a course. We recommend that you contact 2-3 counsellors and assess if the chemistry feels right before making your final choice.

Furthermore, we recommend that you make your choice of counsellor more valid by reading several different counsellor profiles on our website to help narrow down the number of counsellors relevant to you.

 

Choose a counsellor, who has experience with your particular problem

When you have to choose a counsellor, it is a good idea to choose someone who has a solid experience within the area where you seek help.

It is easy to target your search on GoMentor's homepage by editing the search filters, so that you are only presented with counsellors with special knowledge and experience on the particular areas that you seek help with.

 

Successful treatment works fast

When conversation treatment works, you will feel a relief pretty quick and typically within 3-6 conversations.

If the quick relief is absent, then it is important that you talk to your counsellor about it. What can be done differently to achieve better results? Or would it be more beneficial to find a new counsellor?

CAN I REMAIN ANONYMOUS?

Yes, it is entirely your choice whether you wish to remain anonymous or not. You can choose your own username, and are not obliged to provide any personal information about yourself to your counsellor if you do not wish to. The email address you register with will not be visible to your counsellor. This is only used by GoMentor Support to send you notifications when your counsellor has replied to you and to send you a link to your invoice (monthly statement) with an overview of your payments.

HOW MUCH CAN I WRITE?

You can write as much or as little as you want, there is no limitation. Please be aware that if you do send long messages to your counsellor, it can take longer for your counsellor to respond as they will try to provide you with an answer covering all aspects of your needs.

HOW LONG WILL IT TAKE FOR MY COUNSELLOR TO REPLY?

Your counsellor is obligated to answer you within 24 hours all weekdays. Although it can take a few hours between the messages, our counsellors strive to reply as soon as they can. GoMentor 24/7 is not an instant live chat. Our counsellors spend time and thoroughness with each message to provide you with the best possible response addressing your needs. You will receive a notification by email when your counsellor has sent you a message.

HOW MUCH DOES IT COST?

With GoMentor 24/7 you will receive a free 3 days trial period upon registration. Our subscription prices are:

  • Monthly subscription: $59 per week
  • Weekly subscription: $69 per week

The prices are shown as weekly payments which makes it possible for you to see how much you will save by choosing a monthly subscription. The payment will take place after the free trial period has expired and will cover the period you have chosen (week or month).

 

With Online Video Sessions, the price is set by the individual counsellor. The price you see will be for the complete bundle, not per session.

WHAT FORMS OF PAYMENT DO YOU ACCEPT?

We accept all major debit/credit cards. Unfortunately we do not accept PayPal or bank transfers.

HOW DO I QUALIFY FOR THE FREE TRIAL?

All new users are automatically entitled to a free 3 day trial upon their initial registration with GoMentor. This is so you receive the opportunity to try out the subscription and service to see if this kind of therapy is for you.

When you register, you must choose whether you wish to have a weekly or a monthly subscription. You will be required to enter your payment information, however we do not take payment until after the trial period has ended.

The free trial is for a 3 day period, which is activated from the date you are matched with a counsellor. Please note the free 3 day trial applies only for the GoMentor 24/7 messaging service, and not Online Video Sessions.

HOW CAN I CANCEL MY FREE TRIAL?

It is easy for you to cancel your free trial - simply log in at GoMentor 24/7 and click at 'Change subscription'. Please be aware that you do not receive another free trial period with a new counsellor, no matter the timing of your cancellation.

HOW DO I CHANGE MY SUBSCRIPTION TO ONLINE VIDEO SESSIONS?

When you use GoMentor 24/7 you have the opportunity to complement your subscription with Online Video Sessions. The Online Video Sessions are at an additional charge. Please note that the additional charges for Online Video Sessions are set by the individual counsellors, so prices can vary. It is not possible to get your money refunded from your prepaid subscription. You can book an Online Video Session in the GoMentor dashboard.

HOW DO I BOOK AN ONLINE VIDEO SESSION?

In order to book a Online Video Session, your chosen counsellor must offer Online Video Sessions as a service.

If your counsellor does offer Online Video Sessions, on his/her profile simply select the ‘Book time' option next to the particular Online Video Session you are interested in. Please note Online Video Sessions are offered in bundles in a minimum of 4 and prices are set by the individual counsellor. Once you select the ‘Book’ option, you will be able to select a time slot from the counsellors calendar. The times shown are automatically adjusted to reflect the timezone you are in. Once you have chosen an available time-slot, choose the ‘Confirm times and continue’ option. You then need to enter your contact information, before progressing to the payment page.

The counsellor will then contact and confirm privately with you. You will receive automated messages from GoMentor with regards to your booking, and reminders before the Online Video Session is due to start.

HOW DO I RENEW MY SUBSCRIPTION?

If you have had a positive and great experience using GoMentor 24/7 and wish to continue with your GoMentor 24/7 subscription, then you do not need to do anything or make any changes to your subscription.

If you need to pause or stop the subscription, you must do this before its expiration date. To do this, you need to log into the GoMentor 24/7 dashboard and click the “Change subscription” option. By pausing or stopping the subscription, it means that you can always reactivate it if you want to at a later date.

CAN I STOP MY SUBSCRIPTION AFTER THE TRIAL PERIOD?

Yes, it is possible for you to unsubscribe from your weekly or monthly subscription even though it is not finished. Please note that you commit to the subscription payment as soon as the 3 days free trial period has expired. Therefore, please be aware that you will still pay for the whole subscription period even though you want to stop it before its expiration.

You can unsubscribe by logging in at GoMentor 24/7 and select “Change subscription”. .

CAN I CHANGE MY COUNSELLOR DURING MY SUBSCRIPTION?

Even though GoMentor Support strives to find the best possible match in a counsellor for you, we can understand that in few cases the matches may not be compatible due to personal interaction. If you feel that there is no chemistry between you and your counsellor or that the counsellor cannot help you with what you need, you are more than welcome to request another. You can do this by one of the following options:

  • Before the 3 days trial period expires
  • Before the renewal of your paid subscription (weekly or monthly). The change will take place from the renewal date

Please note, that the free trial period is only valid one time per person. Therefore, you cannot use your trial period more than once or with different counsellors.

If your counsellor does not answer within 24 hours after receiving your message, you have the possibility to request a new counsellor before the subscription is renewed. Please note that it is it unfortunately not possible to receive a refund in this situation.

WHAT SHOULD I DO IF MY COUNSELLOR IS GOING ON VACATION OR IS SICK?

Your counsellor is required to inform you about any vacation plans or sickness if it has any affect on his/her availability to respond to you. In such circumstances, the period will be deducted from your next payment so you do not have to pay for them. If the counsellor is sick for more than 3 days, you will be able to request a new counsellor with one days notice.

WHAT SHOULD I DO IF I WANT TO COMPLAIN ABOUT THE COUNSELLOR?

Customer care is extremely important to GoMentor and something we take very seriously for our users to be happy with the service and experience they receive with the counsellors. In any circumstances where users are dissatisfied with a counsellor, you can lodge a formal complaint.

Complaints must be in writing by using the “Contact” page on our website, giving full details to GoMentor to substantiate your claims regarding the session, including the date, payment method and counsellor information. You should also provide your preferred means of communication (telephone or mail) in order for GoMentor to respond to your complaint.

If you are an EU resident you can also complain online via EU's ODR http://ec.europa.eu/consumers/odr/

CAN I USE A REFERRAL FROM MY DOCTOR?

Unfortunately it is not possible to be forwarded by referral. However, you can still use our counsellors and subscription services in order to receive the help you need. You can search for counsellors based on subject areas.

CAN I PAY FOR MY SUBSCRIPTION WITH MY HEALTHCARE INSURANCE?

Unfortunately we do not accept insurance to cover subscription costs.

However, you may be able to recover some costs back from your insurance provider. This depends on which kind of healthcare insurance you have. There are some, where you can freely choose your services and then just have to send the receipt (or the psychologist sends the receipt) to the insurance company to recover costs. Then there are other health care insurances that have some limitations in regards to your free choice of psychologist, and where you have to use the insurance's procedure showed.

In either case, you would need to contact your healthcare insurance provider for details and information on whether they would cover this type of service and how you would get that payment reimbursed.

HOW IS MY PRIVACY AND INFORMATION SECURED?

All of your personal data is stored in a secure server where all data exchange (your login and sent/received messages) is encrypted. Therefore, you can feel completely safe using GoMentor 24/7. We can ensure that you and any data you provide are kept safe and confidential. Your information will not be shared with a third party. Your counsellor will only be able to see your username, the messages you send and your profile picture (optional).

ARE THERE ANY AGE RESTRICTIONS TO REGISTER AS A USER WITH GOMENTOR?

There are no age restrictions, but one must be an adult (18 years of age and above) in order to agree to the Terms & Conditions. If a user is a minor under the age of 18 years, then they must have consent from their parent/guardian in order to register and access services.

WHAT IS THE BEST WAY TO ACCESS GOMENTOR ONLINE?

Our online GoMentor platform is accessible and compatible with all devices and formats (Mac, Windows, all handheld iOS and Android devices).

You can use any computer capable of running a modern web browser, such as Google Chrome, Firefox, or Safari. You can download these for free to your device if you do not have them already.

Our Online Video Session platform is currently only compatible with either Firefox or Google Chrome. You will also need a functioning microphone and webcam for video sessions.

HOW CAN I REGISTER AS A COUNSELLOR WITH GOMENTOR?

If you have a relevant education or background as a Counsellor, Psychologist, Therapist or Coach and are interested in registering as a counsellor with GoMentor, then please send us an email to contact@gomentor.com for more information about the application process.

DO YOU REQUIRE ANY ADDITIONAL HELP?

If you require additional help or if you have a query that is not covered in the above list, please do not hesitate in contacting GoMentor Support at contact@gomentor.com.

If you or another person have suicidal thoughts or are in some way a hazard to your own health, then you should not use GoMentor.These resources can help you with immediate assistance.