Notifications and messaging

Is my therapist online?

The chat header shows online or last seen. It only reflects whether their app is connected, not whether they're free.

Updated 9 October 20261 min readBy the Mytherapist.ng support team

The chat header shows whether your therapist is online, or when they were last seen. It reflects whether their app is connected, so treat it as a rough guide, not a sign that they're at their desk or free to talk.

What the status means

  • Online: their app is currently connected.
  • Last seen: the last time their app was connected. The status switches to offline automatically when they disconnect.

What it doesn't tell you

  • Whether they can take a session right now. Sessions are booked, not started from chat status. See book a therapy session.
  • Whether the chat is open. Even if your therapist is online, you can only message from about 20 minutes before your session until about 70 minutes after it starts. See messaging your therapist.

If your therapist shows offline near your session

Offline in the chat header only means their app isn't connected at that moment. Open your session at the start time as usual. If your therapist doesn't join, see missed sessions and no-shows.

Online status reflects an internet connection, nothing more. A therapist can be online and busy, or offline and about to join.

Was this guide helpful?

  • Messaging your therapist

    Chat opens about 20 minutes before your session and stays open until roughly 70 minutes after it starts.

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    Screenshots are blocked on the session and chat screens on purpose, to protect confidential therapy content.

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  • I'm not getting notifications

    Allow notifications for Mytherapist.ng in your phone settings, then log out and log back in to re-register your phone.

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All guides in Notifications and messaging

Didn't answer it?

A person replies Mon–Sat, 9am–5pm WAT. Messages sent outside those hours are answered when the team is back.

In the app

Open Settings, then Chat with Support. Your account details come with the message, so nothing needs repeating.

Get the app

On this website

Start a chat right here. Leave an email and a phone number so the reply reaches you.

Email

Write from the email on your account, with your name and what happened, and the team picks it up in the same queue.

support@mytherapist.ng

Are you a therapist? Go to the therapist help centre