Help & FAQ
Quick answers to the most common questions about using Afya101.
How do I start a consultation?
From the home screen, describe how you're feeling and tap “Find a consultant”. We'll suggest a specialty and show you available consultants. Pick one, confirm in the dialog, and your request is sent.
The consultant accepts or declines the request. Once they accept, the chat opens and you can talk.
How do credits work?
Credits are how you pay for consultations. Buy them from the Credits page. You're charged per character of the messages you send — replies from the consultant are free.
The cost of a message is shown to you before you send it.
What happens if a consultant declines?
Nothing is charged for a declined request. You'll see the consultant's reason if they gave one, and you can start a fresh request with someone else right away.
How long does the consultant have to accept my request?
Consultants have 10 minutes to accept after you send a request. If they don't respond in time, we take you back to the consultants list with your description already filled in so you can pick someone else without retyping.
You'll also get a push notification and an in-app alert if we have to route you elsewhere — so if you stepped away from the app, opening it again lands you right where you can pick again.
Can I consult anonymously?
Yes. When you request a consultation you can turn on “Consult anonymously” — the consultant then sees you as “Patient” rather than your real name.
You can also set a default for this under Account → Privacy & Anonymity, and override it for any individual consultation.
How do I end a consultation?
Open the chat and use the close control in the header. After a consultation closes you can leave a rating and read the consultant's notes.
Will my consultation be closed automatically?
Yes. If neither side sends a message for 30 minutes, the consultation closes on its own and you'll see an in-app alert and an SMS if you're offline.
The chat will warn you before that happens if it has been quiet for a while, and you can always send a quick message to keep it open.
Is Afya101 for emergencies?
No. Afya101 is for non-urgent health questions. In an emergency, call your local emergency services or go to the nearest hospital immediately.
Still need help?
Email support@afya101.com and our team will get back to you. Include your registered email so we can find your account quickly.