Support Centre

Frequently Asked
Questions

Answers about our services, counselors, payments, and privacy — all in one place.

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Getting Started Sessions & Counseling Privacy & Safety Payments & Wallet Our Counselors Crisis Support

Getting Started

Crossroads Care is Uganda's leading online mental health counseling platform. We connect individuals with licensed, verified therapists and counselors through secure chat, audio, and video sessions — making professional mental health support accessible from anywhere, at any time.
Yes, a free account is required so we can match you with the right counselor and maintain a secure, confidential record of your sessions. Signing up takes under two minutes using your phone number — no lengthy forms or personal history needed.
Yes! New users are eligible for one free introductory session with a counselor. This gives you the opportunity to experience our platform and find out if online counseling is right for you before making any payment.
Browse our counselor directory and filter by specialisation, language, experience level, and availability. Each profile includes verified credentials, areas of expertise, client reviews, and pricing.
Our platform works on any modern device — smartphones, tablets, laptops, and desktop computers. All you need is an internet connection and a browser or our mobile app.

Sessions & Counseling

We offer three main session formats: chat-based counseling, audio call sessions, and video sessions via encrypted video. You can also request a written psychological report for a more in-depth assessment.
Sessions are flexible and charged per minute. You can book sessions of 5, 10, 15, 20, 25, or 30 minutes depending on your needs and wallet balance.
Absolutely. You can follow, save, and return to any counselor you've connected with before. Continuity is encouraged and improves outcomes.
You'll complete a short intake form covering your name, main concern, and basic background. The first session usually focuses on understanding your situation and setting goals.
Yes. We have specialist counselors who work with young people aged 13 and above. Parental consent is required for users under 18.
You are never locked into a counseling relationship. You can simply choose a different counselor for your next session.

Privacy & Safety

Yes. All sessions are conducted over encrypted, secure channels. We do not share your information without explicit written consent, except where required by Ugandan law in cases of immediate risk to life.
No. Your account and all session content are entirely private and only visible to you and your assigned counselor.
All financial transactions are processed through secure, encrypted payment gateways. We do not store your full card or mobile money details on our servers.
Confidentiality may be broken only where there is an immediate risk of serious harm, or where disclosure is required by a court order. You'll be informed whenever possible.
Your data is stored on secure, encrypted servers hosted in compliance with the Uganda Data Protection and Privacy Act (PDPA).

Payments & Wallet

Crossroads Care uses a pre-loaded wallet system. You top up using mobile money (MTN or Airtel) or a debit/credit card, and the per-minute rate is deducted in real time as you use it.
We currently accept MTN Mobile Money, Airtel Money, Visa and Mastercard debit or credit cards, with more options being added regularly.
Wallet top-ups are non-refundable once credited, as they represent pre-paid session time. If a technical error prevents a session after you've been charged, we restore the balance within 2 business days.
We offer cashback bonuses on selected top-up amounts, sometimes 10–25% credited directly to your wallet.
Any remaining wallet balance is non-transferable and forfeited upon deletion. Contact support first if you have a remaining balance.

Our Counselors

Every counselor is thoroughly vetted, including checks on academic qualifications, professional certifications, registration with relevant bodies, references, and a background check.
Our counselors hold degrees in Counseling Psychology, Clinical Psychology, Social Work, and Psychotherapy, many with additional specialised certifications.
Yes. Every profile displays verified reviews from past clients that cannot be edited or removed by counselors.
Visit the Counselor Registration page and submit your qualifications, certifications, and references. We'll respond within 5–7 business days.

Crisis Support

If you are in immediate danger, please call emergency services.

Crossroads Care is not an emergency service. If you or someone you know is at immediate risk, please contact:

Uganda Police: 999 / 112
Crisis Line: 0800 111 000
Please reach out for help immediately. Contact our 24/7 crisis line at 0800 111 000 (toll-free), visit your nearest hospital emergency department, or call Uganda Police on 999. You can also start a chat session — our counselors are trained in crisis support.
Our counselors are trained to recognise and respond to mental health crises and may refer you to emergency services if needed. Crossroads Care is not a substitute for emergency mental health care.
Yes. Our counselors can guide friends and family on how to support someone safely, and our resource section has related articles.
Yes. We have counselors trained in trauma, abuse, and domestic violence recovery. If you are currently unsafe, please contact Uganda Police (999) first.
Still have questions?

Our support team is available Monday to Saturday, 8am – 6pm.

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Thousands of Ugandans have already found support through Crossroads Care. Your journey to better mental health starts with a single conversation.

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