Account and security

Pseudonym and password

Your account consists of a pseudonym and a password. You choose the pseudonym once. It cannot be changed after that. When signing in, it does not matter whether you use capital or small letters.

You change your password under “Account and security”. You get there via “Account” at the top right or, in the room, via “Your data”. In the “Change password” box you enter your “Current password” and the new one twice. It needs at least 10 characters. After that you are signed out on all other devices.

Your recovery code

The code looks something like this: TANNE-1234-MOND-5678. You get it when you create your account, when you set a new password via “Forgot your password?” and when you get a new one yourself. Each code appears on the screen only this one time.

Write it on paper or put it in a password manager. A screenshot in a shared album is not a good place.

If you have lost the code, you get a new one under “Account and security”. In the “Recovery code” box, enter your password and tap “Show new code”. The old one then no longer works.

Forgot your password

1. Tap “Sign in” at the top right and then “Forgot your password?”.
2. Enter your pseudonym and your recovery code. If your counsellor has given you a code for new access, you enter it in the same place. Capital and small letters do not matter for the code.
3. Choose a new password and tap “Set new password”.

After that you are signed in and see your new code. Write it down again. The old one no longer works.

onlineberatung.digital stores your password and code in a way that nobody can read them, not even the platform operator.

Password and code lost

If both are lost, contact your counsellor, for example by phone or at an appointment in person. They give you a code for new access. If you no longer know your pseudonym, they tell you that too.

You enter the code under “Forgot your password?” instead of the recovery code, as described above. Your account stays the same, with your room and all messages. You do not need a second account. The code is valid for 14 days and only once. After that you are signed out on all other devices and get a new recovery code.

Email and notifications

An email address is optional. You enter it in the “Reminders by email” box and tap “Save”. You then get an email with the “Confirm address” button. Until then it says “not yet confirmed” next to the address, after that “confirmed”. Only then does onlineberatung.digital send you emails. The link in the email is valid for three days. If it has expired, it says “This link is no longer valid”. Then enter the address again and tap “Save”. A new link will arrive.

Two tick boxes decide what you get:

• “remind me of appointments and let me know when times are available again”
• “let me know when a new message is waiting”

Every reminder and notification has a link to unsubscribe at the bottom. “Unsubscribe from emails” turns both off. You can turn them on again under “Account and security”. If you want to remove the address completely, empty the field and tap “Save”. Your counsellor does not see your address. What the emails contain is explained in Anonymity and privacy.

Signing out

“Sign out” at the top right ends your session. Do this especially on devices that others use too. If you do nothing for a while, onlineberatung.digital signs you out by itself.

Deleting your account

Under “Account and security”, open “Delete account”. Enter your password, tick “Yes, I want my account deleted.” and confirm once more.

onlineberatung.digital then immediately deletes your pseudonym, your password, your recovery code, your email address and your entries on waiting lists. You can no longer sign in after that. Upcoming appointments are cancelled. This cannot be undone.

The counselling centre keeps your rooms with messages, appointments and your counsellor's case notes until its retention period ends. Then everything is deleted. If you want this to happen sooner, contact the counselling centre. Your counsellor can then delete the room straight away. If you want to keep your messages, download them first, as described under Your room.

If you share a room with a second person, it remains for them. Your messages disappear from it. More on this under Counselling for two.

Your account also disappears without you doing anything once your last room has been deleted after closing and you are not on any waiting list.