Find clear and concise answers to the most common questions about our services, approach, consultations, and care plans.
ZILOY is a digital mental health telemedicine platform that provides holistic mental care to clients from the comfort of their homes.
ZILOY Malaysia exclusively offers expert consultations in Psychiatry, Clinical Psychology, and Counselling Psychology.
Our working days are from Monday to Saturday, from 9 AM to 8 PM. Care admins are available to support you during your healthcare journey within these hours.
Yes. ZILOY is a HIPAA-compliant platform that prioritizes the security and confidentiality of client data. Patient Health Information is stored on secure cloud servers located within the country, following stringent local security requirements.
It is a free diagnostic tool containing multiple-choice questions formulated by experts to help identify and track the severity of mental health issues. It usually takes 2-4 minutes to complete.
No, you can access the self-assessment test without creating an account. However, registered users have full access to their past scores.
You can retake the test multiple times, but there is a 15-day cooling-off period after each test. Ideally, it should be taken every 15 days or as advised by your clinician.
Yes, in the case of children, adolescents, or geriatric clients, a caregiver can take the test on their behalf.
It is highly recommended to start with a Promotional plan, where a qualified psychologist will evaluate your condition and recommend a suitable treatment plan or you could pick a mental health care expert listed in our platform and set up a call with him/her by paying the consultation fee.
While attending a call without a camera is not strictly prohibited, it is highly recommended to keep it on. Visual cues are very important for clinicians to accurately evaluate and assist you.
After your consultation, the care team will provide an e-prescription that you can download from the app or receive via email. ZILOY does not sell or deliver medicines; you can purchase your prescribed medications from any pharmacy of your choice.
Packages and costs are specifically tailored for the Malaysian entity, focusing on Psychiatry, Clinical Psychology, and Counselling Psychology.
Yes! Clients registering through the TNG (Touch ‘n Go) app can avail of special discounted rates on their plans.
ZILOY accepts various forms of digital payment, including TNG, Net Banking, credit/debit cards, and other online payment modes.
Go to the “My Appointments” tab. From there, you can select either “Cancel Appointment” or “Reschedule Appointment”. The care team or care navigator will contact you to confirm the changes.
Missing a confirmed appointment counts as a missed consultation. You may be eligible for a partial refund depending on the circumstances. Please contact your care navigator to handle rescheduling or refund requests.
If you experience network errors or get logged out, you can rejoin using the link on your dashboard. If issues persist, contact ZILOY support or your care navigator immediately for assistance in completing or rescheduling the call.
Corporate users are pre-registered with their official Email ID and Phone Number. You do not need to sign up; simply proceed to “Sign In” and verify using an OTP.
On the sign-in page, enter your Email or Phone Number, select “Login with password”, and click “Forgot Password”. You will receive an OTP. Once verified, you can set a new password.
You can update your contact number by navigating to the ‘My Profile’ section. However, changing your registered email address is not permitted.
If you choose to delete your account, ZILOY retains your account information for 30 days. You have the option to recover your account within this period.
Existing clients or caregivers can reach out to ZILOY support for guidance. However, ZILOY cannot address acute neurotic emergencies. We may recommend local hospitals or physicians for continuous care needs not suitable for telemedicine.
If you are experiencing a mental health emergency, please contact the following SOS numbers in Malaysia:
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