Frequently Asked Questions

General Questions

What is Feel Connected?

Feel Connected is an online therapy platform in Malaysia. We want to make it easier for Malaysians and people who reside in Malaysia to reach out for professional support that is convenient yet affordable, without worrying about the stigma associated with seeking help.

Is Feel Connected right for me?

Feel Connected is suitable for you, if:

  • You are 18 years old and above
  • You are comfortable expressing yourself in words
  • You are looking for professional help for yourself or you’re trying to support someone you care about
  • You are feeling overwhelmed by things, going through difficult life transitions, or feeling dissatisfied with certain aspects of your life

Feel Connected is not suitable for you, if:

  • You are below 18 years old or you are under the care of a legal guardian
  • You are experiencing great difficulties or are currently in immediate danger
  • You have been diagnosed with a severe mental illness which require additional psychiatric/psychological care
  • You want to attend therapy together with your spouse/partner or family to address relationship issues

I am below 18 years old, can I sign up for Feel Connected?

Unfortunately, we do not provide services to individuals below 18 years old at the moment. There are plans to expand our services to serve minors in the near future.

Can Feel Connected replace traditional face-to-face therapy?

While Feel Connected and face-to-face therapy provide similar benefits, it is not designed to replace traditional face-to-face therapy. As the therapists on Feel Connected provide support via talk therapy, it may not meet the needs of some individuals who prefer alternate approaches to express themselves (e.g., sand tray therapy, art therapy, drama therapy).

How long is each therapy session?

Each session is 50-minute so that you can best focus and digest everything that was discussed during the session. If you desire for more time, it is best to meet more frequently.

How does the online therapy session work?

You will need to complete an online assessment. Once we have reviewed and approved your information, you will be granted access to our portal by clicking on the Login icon on the upper right corner of our website. Scheduling appointments, attending sessions, and making payments are all completed via our portal.

To attend online therapy sessions, you will need a computer, tablet or mobile device with stable internet connection, webcam, microphone, and speaker. It is best to have your therapy session in a quiet, private and brightly lit space which gives you the comfort and privacy to talk about personal matters.

Technical Questions

What is the technical requirement to run a smooth online therapy session at Feel Connected's platform?

If you use a desktop/laptop,  our platform performs best with the latest version of Google Chrome or Mozilla Firefox.
If you use a tablet, you have to download the app provided to you at sign up, available on Google Play (Android 4.4 or higher) or App Store (iOS 10 or higher).

Currently, our platform does not support Apple Safari.

We do not recommend mobile phones for online therapy sessions, as the screen is smaller, offering a less immersive therapy experience and there are more notifications you will need to turn off to avoid disruption during session.

Our platform operates the best with download/upload speed of 1Mbps/sec and above. You can click here to test your internet connection speed.

What to do if my session is interrupted?

If your session is interrupted due to a poor connection, our platform will automatically attempt to reconnect. If your browser has been accidentally closed during the session, your session will automatically be paused and you can resume your session once you have logged in to our portal by clicking on the “RESUME” option. 

If your session is interrupted, please have your phone ready as your therapist will call to see if the technical issue can be resolved.

If your session has been cut short by technical problems, your therapy fees will be calculated on a pro rata basis. For example, if you only have 30-minute session, your therapy fees will be RM150 (30/50mins x RM250).

Sign up, cancellation

How do I sign up?

Click here to sign up.

How do I cancel/reschedule an appointment?

If you have not paid the booking fee, login to our portal via our homepage and click “CANCEL/RESCHEDULE” to change your appointment.
If you have paid the booking fee, send your cancel/reschedule appointment request to hello@feelconnected.com.my

What is your cancellation and no-show policy?

If you wish to cancel/reschedule your appointment after you have secured an appointment, please send your request to hello@feelconnected.com.my as soon as possible. Cancelling last minute or not showing up for an appointment affects many parties. Not only that you are not receiving the professional support that you need, another client who needs access to professional support is unable to take the appointment slot, and it is a waste of time for our therapist.

Please understand that the scheduling of an appointment exclusively reserves your therapist’s time to meet with you. Your booking fee of RM50 will be forfeited if:

  • Any cancellation/reschedule made less than 24 hours notice
  • You do not “show up” after 15 minutes of your appointment

Privacy Questions

How is my privacy protected?

Maintaining your privacy and confidentiality are extremely important to us. Our therapist abide by professional ethical codes. None of your information will be disclosed to a third party without your consent. We use video conferencing and health record software which refers to the Health Insurance Portability and Accountability Act (HIPAA) guidelines of United States and the requirement of Personal Data Protection Act (PDPA) of Malaysia. All the information about you are encrypted and stored securely. For more details, you can read our Privacy Policy.

Fees

How much does a therapy session cost?

Therapy fee is RM250 for a 50-minute session. A booking fee of RM50 is required to schedule and secure an appointment. You will pay the remaining therapy fee (RM200) after the session has ended. 

If your session runs over the duration, the fees will be prorated accordingly.

How am I billed?

Your therapist will send you an invoice after the session ended. You can login to our portal to check the invoice and make payment. We only accept credit/debit cards via our portal. Alternatively, you can make a bank transfer and provide a proof of payment.

All financial information is maintained and secured by an international processing platform. We never store any personal financial information ourselves.

Contact Us

Kuala Lumpur, Malaysia

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Disclaimer

If you are in a crisis – don’t use this site. These resources can provide you with immediate help.

Emergency contacts

Emergency number 999

Suicide Helpline

Befrienders 03-7956 8144 / 03-7956 8145

Lifeline Association Malaysia 011-3157 1495 / 016-720 1495

Agape Counselling Centre 03-7785 5595 / 03-7781 0800 

Domestic Abuse Helpline

Women’s Aid Organization (WAO) hotline 03-7956 3488