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To Sam

How does the Childline email system work?

Hello Sam,

I am wondering how Childline's email system work, as with a regular email system like Gmail and Hotmail you have to sign up for an email account and also how does it reach the ccounsellors?

Thanks for reading (and hopefully answering)

Someone on Childline

Ask Sam


Hi there

You can talk to a counsellor at Childline by phone, online chat or email. Contacting by email is a bit different because you don’t need to wait for a counsellor to be free. It’s a good way to ask for advice when you don’t need a reply straight away or if you just prefer to talk that way.

Getting support by email gives you the time and space to say what you want without needing to have a conversation at the time. Sometimes it can help to take more time to work out what you want to say and how to say it without feeling any pressure to answer questions. You can also practice what you want to say as many times as you want before you send it.

You don’t need an email address because the emails are sent from your Childline account. When you sign up for a Childline account you’ll choose a nickname and a password so that your conversations are kept private. Keep your password safe and don’t share your account with anyone else. Your nickname can be seen by other young people if you decide to post on the message boards so don’t use your full name or another name that might identify you.

The confidentiality promise at Childline is the same when you email, call or have a 1-2-1 counsellor chat. How you contact is your decision and it’s all about getting the best help and support for you at the time you need it.

Remember, you won’t get an immediate reply, it can take up to 24 hours for a counsellor to email back. But sometimes writing things down helps you to express yourself and offload your thoughts and feelings.

And remember, Childline counsellors are here to listen to you by phone, online chat or email whenever you need to talk.

Take care


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You can talk privately to a counsellor online or call 0800 1111 for free.

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