Frequently Asked Questions

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, ask questions, 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. If you're unsure, start a free session and your counselor will guide you toward the best support plan.

Our platform works on any modern device — smartphones (Android and iOS), tablets, laptops, and desktop computers. All you need is an internet connection and a browser or our mobile app. No special software is required.

We offer three main session formats: (1) Chat-based counseling — real-time text messaging with your counselor; (2) Audio call sessions — a private phone call with your counselor; and (3) Video sessions — face-to-face counseling 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. There is no fixed minimum beyond your first 5-minute block. Many clients find that regular shorter sessions are more effective than occasional longer ones.

Absolutely. You can follow, save, and return to any counselor you've connected with before. Building a consistent relationship with your counselor is encouraged — continuity improves outcomes. If your preferred counselor is busy, you can wait for them to become available or choose a similarly qualified alternative.

Before your first session you'll complete a short intake form covering your name, main concern, and some basic background. This helps your counselor prepare. The first session usually focuses on understanding your situation, setting goals, and discussing what type of ongoing support would suit you best. There is no pressure to share more than you are comfortable with.

Yes. We have specialist counselors who work with young people aged 13 and above. Parental consent is required for users under 18. Sessions with minors follow strict safeguarding guidelines, and parents or guardians can request a summary of the session themes without compromising the young person's confidentiality.

You are never locked into a counseling relationship. If a session does not meet your expectations, you can simply choose a different counselor for your next session. If there is a specific concern about conduct, please contact our support team at info@crossroadscareug.org and we will address it promptly.

Yes. All sessions — whether chat, audio, or video — are conducted over encrypted, secure channels. Your counselor is bound by professional confidentiality obligations. Crossroads Care does not share your personal information, session content, or identity with any third party without your 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. We do not disclose your use of the platform to employers, insurers, family members, or any other party. Your profile and session history are only visible to you and your assigned counselor.

All financial transactions on the platform are processed through secure, encrypted payment gateways that comply with international data security standards. We do not store your full card or mobile money details on our servers. You can also top up your wallet using mobile money (MTN, Airtel) for added convenience.

In very rare circumstances, confidentiality may be broken where a counselor believes there is an immediate risk of serious harm to you or another person, or where disclosure is required by a court order. In such cases, counselors are trained to act in a way that minimises breach of privacy while fulfilling their legal and ethical duty of care. You will be informed whenever possible.

Your data is stored on secure, encrypted servers hosted in compliance with the Uganda Data Protection and Privacy Act (PDPA). We use industry-standard security measures including TLS encryption, regular security audits, and strict access controls. You have the right to request deletion of your account and all associated data at any time.

Crossroads Care uses a pre-loaded wallet system. You top up your wallet with any amount using mobile money (MTN or Airtel) or a debit/credit card. When you start a session, the per-minute rate is deducted from your wallet balance in real time. You only pay for the time you use. Your remaining balance is always visible in your account dashboard.

We currently accept MTN Mobile Money, Airtel Money, Visa and Mastercard debit or credit cards. We are continuously adding more payment options. All transactions are processed securely and you will receive an instant confirmation and receipt for every top-up.

Wallet top-ups are non-refundable once credited to your account, as they represent pre-paid session time. However, if a technical error occurs that prevents a session from taking place after you have been charged, we will fully investigate and restore any incorrectly deducted balance within 2 business days. Please contact support with your session details.

We offer cashback bonuses on selected top-up amounts. For example, topping up larger amounts may attract a 10–25% cashback credited directly to your wallet. These offers are clearly displayed on the wallet recharge page and are updated regularly. New users also receive bonus credit upon their first top-up.

Any remaining wallet balance is non-transferable and will be forfeited upon account deletion. We strongly recommend using your full balance before requesting account deletion. If you have a substantial remaining balance, please contact our support team before deleting your account as we may be able to accommodate a special arrangement.

Every counselor on our platform is thoroughly vetted before being approved. Our verification process includes checking academic qualifications, professional certifications, registration with relevant Ugandan or East African bodies (such as the Uganda Allied Health Professionals Council), professional references, and a background check. Counselors are also regularly reviewed through client feedback.

Our counselors hold a range of qualifications including Bachelor's and Master's degrees in Counseling Psychology, Clinical Psychology, Social Work, Psychotherapy, and related fields. Many hold additional certifications in specialised areas such as trauma-focused CBT, child counseling, addiction, and couples therapy. Full credentials are visible on each counselor's profile.

Yes. Every counselor profile displays verified reviews and ratings from past clients. These are real reviews collected after completed sessions and cannot be edited or removed by counselors. You can browse these to make an informed decision before booking.

If you are a qualified mental health professional interested in joining our platform, please visit the Counselor Registration page. You will be asked to submit your qualifications, certifications, and references for review. Our team will contact you within 5–7 business days to discuss next steps. We welcome experienced counselors from across Uganda and East Africa.

Please reach out for help immediately. You can contact our 24/7 crisis line at 0800 111 000 (toll-free), visit your nearest hospital emergency department, or call Uganda Police on 999. If you are currently on our platform, you can also start a chat session — our counselors are trained in crisis support and will help stabilise you and connect you with the right services.

Our counselors are trained to recognise and respond to mental health crises. If a counselor identifies that you are in immediate danger during a session, they are required to take steps to ensure your safety, which may include referring you to emergency services. However, Crossroads Care is not a substitute for emergency mental health care. If you are in crisis, please also contact emergency services.

Yes. If you are a friend or family member concerned about someone else's mental health, our counselors can provide guidance on how to support them safely. We also have a resource section with articles on how to help someone experiencing depression, anxiety, or suicidal thoughts. Start a chat session to speak with a counselor about your concerns.

Yes. We have counselors specifically trained in trauma, abuse, and domestic violence recovery. If you are currently in an unsafe situation, please contact Uganda Police (999) or the Uganda Coalition Against Domestic Violence. Our counselors can provide emotional support and help you access practical resources once you are in a safe environment.