FAQ – Frequently Asked Questions about WhatsUp?

We have put together a list of questions that we are often asked. If you still have any questions, please don’t hesitate to get in touch: customerservice@thewhatsupapp.com

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Q. What is WhatsUp? and how does the App work?

WhatsUp? is a smartphone app using various functionalities to help you record, monitor, and communicate (if you wish) how you’re feeling in relation to your professional, educational, and social situations. It is simple, quick, discreet, and confidential. You can read/receive advice and get support when you want or need it most and you can use it to raise an alert or concern when something is not right.

 

This is care with you and your life at the centre of the safeguarding circle.

 

Q. How does the App work?

• Your organisation signs up for a WhatsUp? service license and invites you to download and register the app on your smartphone.

• You complete the registration process and select your organisation from our listed clients.

• You will receive a verification email to action that is then proceed by an approval email confirming that your organisation has approved your registration. This should take no more than 24hrs

• WhatsUp? is now fully activated, access the app, you’re ready to start.

For a general explanation of the WhatsUp? platform, watch your explainer video here https://www.thewhatsupapp.co.uk/video-explainer

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Q. Why do I need to provide personal information?

The information we request helps us to identify you and your association with the organisation you selected during registration to enable your free access to use the WhatsUp? app. When your status has been confirmed your personal information is pseudonymised and replaced by an auto generated user name that is used to log your usage of the app. Your identity is therefore unknown to your organisation unless they have a genuine concern for your own safety or the safety of others. In this situation, they can request your name and contact information to provide help quickly to you.

 

Q. Who should and shouldn’t use WhatsUp?

We recommend WhatsUp? for anyone who is aged 16 and over and is interested in wellbeing and mental health. It is not a substitute for professional treatment. However, if you’re currently receiving specialist mental health treatment then we recommend speaking to your medical specialist first to better understand if/how WhatsUp? could help.

 

Q. What can I do with WhatsUp?

• Rate your mood as often as you wish

• Directly chat with your organisation’s safeguarding and wellbeing department

• Enter your thoughts as a journal entry and read them whenever you want

• Access a list of wellbeing contacts with links to various websites covering different topics. E.g. Relationship and Bereavement, Sexuality, or Addictions

• Ask any questions to your organisation’s safeguarding and wellbeing department. For example,

• Raise a concern about someone or report an incident that you have experienced

• Receive daily motivational quotes or announcements from your organisation

 

Q. When can I use WhatsUp? and can I talk to someone at any time?

You can use WhatsUp? whenever and wherever you want. It is like having your organisation’s wellbeing service in your pocket. However, direct support, like talking to someone from your safeguarding and wellbeing department is subject of their support policy.

 

Q. How secure is my data with WhatsUp?

GDPR stands for General Data Protection Regulation (GDPR). GDPR is a set of rules designed to give EU citizens more control over their personal data.

 

Under the terms of GDPR, we, WhatsUp? Tech Ltd, not only have to ensure your personal data is gathered legally and under strict conditions, but we are also obliged to protect it from misuse and exploitation, as well as to respect your rights. Be assured, your privacy is extremely important to us and your personal data is safeguarded in accordance with GDPR regulations. WhatsUp? Tech Ltd is ICO registered.

 

Please refer to our Privacy Policy and Terms of Service for using this app

 

Q. Am I really anonymous? Who can see/read my messages?

WhatsUp? has been conceptualised and built to keep you anonymous throughout your use of the app. As soon as you complete the registration process, you are assigned an anonymous ID ref (e.g. ANON123987). This means that no-one at your organisation can identify you.

However, sometimes, challenging situations can arise when your confidentiality rights must be balanced against your organisation’s duties to protect and promote your health and welfare. This means that in certain exceptional circumstances your organisation may have the legal right to request your identity and contact information. For instance, if you are at risk of harm to yourself or others.

 

Q. Who provides support and what do they do?

Your organisation’s safeguarding and wellbeing department will usually provide the “human” support behind some of the WhatsUp? functionalities, such as the direct Message feature. They are typically qualified counsellors whose role is to provide support to via app service platform, coverage includes, monitoring your mood ratings, answering questions, responding to your direct messages and dealing with raised concerns.

 

Q. What are the daily notifications?

The daily notifications are simple motivation or fun quotes that you might see in other popular apps such as Instagram or Facebook. We felt that it is important to be reminded of positive messages as it can influence how we tackle our day. You can Like and Share them with other people on your favourite social media networks.

 

Sometimes, your organisation might also push out some awareness campaigns that could be relevant to you. So, keep an eye on your News notifications from WhatsUp?

 

Q. Can I still use the App once I leave university, organisation or employer?

You can still use WhatsUp? for a limited period once you have left your organisation. This will be subject to your organisation’s support policy.

 

Q. How much does it cost?

WhatsUp? is free to use, subject to your organisation holding a current license with us.

 

Q. I have a technical issue. What can I do?

Contact us immediately by email at customerservice@thewhatsupapp.com

 

Q. How does the SOS function work?

If you are experiencing a crisis situation and require immediate support or help then you can use the SOS Call and SOS Text service functions within WhatsUp? When you use either of these services you are instantly connected to an emergency crisis support service. Who you are connected to depends on your organisation as they set where SOS Calls or Texts are directed. If it directed outside your organisation then you may be connected to services such as national public emergency services, The Samaritans, MySSP or SHOUT.

 

To find out more information about where your organisation may direct your SOS Calls and Texts please review within the app under ‘Wellbeing Contacts’. At the top of the list you will see your organisations name and the relevant information therein.