Frequently Asked Questions

Mott provides a platform that allows adults to find independent advisors, ask questions directly, and request services. Mott enables users to communicate with advisors and pay for services through the app.

We believe that everyone's life journey is like walking on a path that is sometimes bright and sometimes dark. Perhaps at this moment you need a little light to guide your direction, or a silent embrace to tell you "you are not alone." The existence of this platform is not to decide the path for you, but to be the light that is always on by the roadside - when you feel confused, our advisors will use the warmth and spiritual wisdom conveyed through words to gently brush away the dust on your shoulders.

We deliberately chose the purest form of text chat because in this fast-paced world, we believe that true spiritual conversations require depth and concentration, and text provides exactly such space.

The Power of Focus: Text communication removes the urgency of instant conversations, allowing you and the advisor to settle your thoughts in silence. You can take time to consider your expression and ensure every word truly represents your inner feelings.

Equal Rhythm: You can control the conversation's rhythm - some insights need time to settle, some questions need to be contemplated repeatedly. This reduces social anxiety and provides a safer way to express yourself.

Safe Records: You can review conversations at any time. Spiritual information may not be fully understood in the moment, but rereading days or weeks later may reveal new insights.

The New User Gift helps eligible first-time users explore Mott and connect with different advisors. Complete one paid reading of at least 5 minutes to activate up to two additional 5-minute free readings with different eligible advisors.

You do not need to submit a separate claim. After the qualifying paid reading is completed, return to the advisor page and follow the in-app offer details. Eligibility and availability are determined by the offer shown in your app.

We kindly remind you to respect the energy and effort our advisors put into each session. Building a stable and long-term connection with an advisor can greatly enhance the quality of your experience.

A 5-minute minimum gives you and the advisor enough time to begin a focused conversation. The right duration varies based on your question, the advisor's response style, and your available balance:

• First 5 minutes: Share context and clarify your main question
• Longer sessions: Explore follow-up questions at your own pace
• Before ending: Ask for a short summary if helpful

The system will gently remind you when there is 1 minute left to avoid an abrupt ending.

You can find an advisor in several ways:

• Browse your favorite advisors in the Recommendations section on the home page
• To find an advisor for a specific topic, select the category from the Advisors menu, then filter by price, availability, and ratings
• Locate advisors you've spoken with before in Favorite Advisors

Select your preferred advisor and click the "Call Now" button. Complete the payment and place your order to start live chatting with the advisor of your choice.

Not every advisor posts a schedule, but if an advisor has one, you will see it on their listing. If not, you can contact your advisor via message to ask about their usual online hours or to make an appointment.

You can update all your personal information, including your full name, gender, or date of birth, in Account Information. You can change your avatar by clicking on it at the top of the Account page.

Your chats are not visible to other users. Conversation data may be processed by Mott and contracted service providers as needed to provide, secure, support, and improve the service, or when required by law, as explained in our Privacy Policy.

• Limited access: Access is restricted to people and systems that need it for legitimate service purposes
• Service protection: Technical and organizational safeguards are used to protect account and conversation data
• Your choices: Contact support if you want to ask about access, correction, or deletion options

Your trust is important to us, and security is always a top priority.

Adding coins to your Mott account is easy. Visit the Top-up section, select a coin package, and confirm the purchase through Apple's in-app purchase system.

Coin purchases are processed through Apple's in-app purchase system. Available methods depend on the payment options connected to your Apple Account and may include:

• Credit or debit cards supported by Apple
• Apple Account balance or App Store gift card balance
• Other payment methods offered by Apple in your country or region

Apple displays the applicable price, currency, taxes, and payment method before you confirm a purchase.

Paid sessions use coins from your Mott balance based on the advisor rate and billing unit shown in the app. You can review your balance and completed transactions from your account.

For eligible first-time users: Complete one paid reading of at least 5 minutes to activate up to two additional 5-minute free readings with different eligible advisors, subject to the offer shown in the app.

For returning users: If a reading makes you feel disrespected or treated superficially, please provide a screenshot of the conversation, and we will:

• Review the session and available records
• Take appropriate action under our service policies

Purchases: Refund requests for App Store purchases are handled by Apple. Visit reportaproblem.apple.com to submit a request under Apple's applicable policies. You may also contact us about a service-quality concern.

If you are experiencing a slow response from your advisor, you can try the following steps:

• Check your network connection: Ensure your Wi-Fi or network is stable; network delays may cause messages to be sent and received with delay
• Contact Customer Service: If you confirm your network is normal but replies are still slow, please contact customer service. We will contact the advisor to verify the cause and provide a solution

Here are possible reasons and solutions:

• Minimum chat time limit: Each consultation requires at least 5 minutes, and the system checks corresponding credits in advance. If your balance is less than the 5-minute fee, you will not be able to start a conversation even if you have credits.
• Check your account balance: Go to "My Balance" to check if you have enough credit to cover the advisor's per-minute rate × 5 minutes.
• Internet connection problems: If you have sufficient credit but still cannot connect, check if Wi-Fi or network is stable, or try switching networks or restarting the app.
• Advisor is currently unavailable: Some advisors may be offline or busy, so check if the advisor profile page displays the "Online" symbol.

Please follow these steps to troubleshoot the problem:

• Verify network connection
• Check system notification permissions
• iOS users: Go to "Settings" → "Notifications" → Find Mott → Make sure "Allow Notifications" is turned on, and check "Lock Screen," "Notification Center," and "Banner" modes

If the problem is still not resolved, you can contact customer service for assistance.