Question 1

Do I need to install an app?

Accepted Answer

No. Calls come to your normal phone number. Your wallet, favourites and call history are on the website.

Question 2

Is this a therapy or counselling service?

Accepted Answer

No. Hosts are friendly people, not doctors or counsellors. They listen and talk, but they do not give professional advice.

Question 3

Who can use it?

Accepted Answer

Anyone in India who is 18 or older. It is free to join, and you pay only for the minutes you talk.

Question 4

Will the other person see my phone number?

Accepted Answer

No. Your two phones are joined through a platform number. Neither person ever sees the other's personal number.

Question 5

Why does the host's phone ring before mine?

Accepted Answer

The host may say yes or no first. You only get a ring after the host says yes. So you do not wait for nothing.

Question 6

Does anyone listen to my call?

Accepted Answer

No person listens to live calls. We do not record calls or keep call audio.

Question 7

Do I need a password?

Accepted Answer

No. You sign in with a one-time code (OTP) sent to your WhatsApp or email.

Question 8

Is it free to join?

Accepted Answer

Yes. It is free for callers and hosts. There is no subscription. You pay only for the minutes you talk.

Question 9

Can I be both a caller and a host?

Accepted Answer

Yes. One account can do both. Hosting opens after you finish video KYC and Aadhaar verification.

Question 10

What does the badge on a profile mean?

Accepted Answer

The video-KYC badge means the host has done a face check on video. It tells you the host is a real, verified adult.

Question 11

What are topics the host agreed to?

Accepted Answer

Each host chooses what they are happy to talk about. These topics are shown on their profile. Pick a host whose topics match what you need.

Question 12

What if my favourite host is offline?

Accepted Answer

Tap Notify me. We will tell you when that host comes online.

Question 13

Can I share my WhatsApp or Instagram with the host?

Accepted Answer

No. Sharing or asking for phone numbers, WhatsApp, Instagram or UPI IDs is not allowed. Calls with these can be ended and accounts flagged.

Question 14

Can a host give me medical or legal advice?

Accepted Answer

No. Hosts are not doctors, lawyers, counsellors, CAs or financial advisors. They can listen, but they cannot give professional advice.

Question 15

Is sexual talk allowed?

Accepted Answer

No. The only exception is a real health talk with a host who has agreed to that topic on their profile. Explicit or erotic talk is never allowed.

Question 16

How do I add money?

Accepted Answer

Top up your prepaid talk-time wallet with UPI on the website. You pay only for the minutes you use.

Question 17

How much balance do I need?

Accepted Answer

You need at least 2 minutes of balance at that host's rate. For a ₹5 a minute host, that is ₹10.

Question 18

Will I be charged if the host does not pick up?

Accepted Answer

No. Charging starts only when you are both connected. Ringing, a decline or a timeout costs ₹0.

Question 19

Do I pay for a part of a minute?

Accepted Answer

Yes. You pay for every started minute. A call of 61 seconds is billed as 2 minutes.

Question 20

What is the longest a call can be?

Accepted Answer

A call lasts as many whole minutes as your balance buys, up to 60 minutes. You get a warning about 60 seconds before the end.

Question 21

Can my balance go below zero?

Accepted Answer

No. The call ends when your balance runs out. Your balance never goes below zero.

Question 22

What happens when I press #?

Accepted Answer

The call ends right away. The other person is blocked, and the incident is reported to our team.

Question 23

Do I have to give a reason for hanging up?

Accepted Answer

No. You never owe an explanation. Either person can hang up at any second.

Question 24

Will I be charged after I hang up?

Accepted Answer

No. Charging stops when the call ends. You pay only for the connected minutes.

Question 25

How do I save a host?

Accepted Answer

Tap the heart on the host's profile. Your saved hosts are kept as favourites on the website.

Question 26

What does Notify me do?

Accepted Answer

If your favourite host is offline, tap Notify me. We tell you when they come online.

Question 27

Do I get the host's number if I call them often?

Accepted Answer

No. Your numbers stay private on every call, even after many calls.

Question 28

My phone did not ring. What should I check?

Accepted Answer

Check that your number is right, your network is working, and that DND or a spam-blocker app is not blocking unknown numbers.

Question 29

Am I charged if the call drops?

Accepted Answer

Charging stops at the moment of disconnect. You pay only for the connected time.

Question 30

How do I reach support?

Accepted Answer

Write to support (@) hellofraands.com with your call ID, date and time. Never send your OTP, UPI PIN, Aadhaar number or card details.

Question 31

Can the other person see my phone number?

Accepted Answer

No. Neither person ever sees the other's personal phone number. Both phones are joined through a platform number.

Question 32

Will my name or Aadhaar details show on my profile?

Accepted Answer

No. Your legal name, Aadhaar details and phone number are never shown on a profile or shared with the other person.

Question 33

Can I still give away my number by mistake?

Accepted Answer

Yes, if you say it out loud. Masking hides your number, not what you say. So do not share it on the call.

Question 34

Does AI listen for bad words?

Accepted Answer

No. It does not use word lists. It understands the intention behind what a person says.

Question 35

What if the AI ends my call by mistake?

Accepted Answer

Tell us at /grievance. A person will review it.

Question 36

Does a person listen to my call?

Accepted Answer

No. No human monitors or listens to live calls.

Question 37

Do you record my calls?

Accepted Answer

No. We do not record calls and we do not store call audio.

Question 38

Can a person from your team listen to my call?

Accepted Answer

No. No human monitors or listens to live calls.

Question 39

Do you sell my data?

Accepted Answer

No. We never sell personal data.

Question 40

Will Hello Fraands ever ask for my OTP?

Accepted Answer

Never. We will never ask for your OTP, UPI PIN, password or bank details, on a call, WhatsApp or email.

Question 41

What happens to a person who asks for my OTP?

Accepted Answer

The AI ends the call. Their account and phone number are blocked across the whole platform.

Question 42

What should I do if I already shared an OTP?

Accepted Answer

Call your bank right away and report the incident to us at /report. Never send an OTP or PIN to us.

Question 43

How many strikes lead to a ban?

Accepted Answer

Three confirmed strikes lead to a permanent ban.

Question 44

Can a banned person get their wallet money?

Accepted Answer

Yes. A banned user can still sign in to the dashboard and withdraw wallet balance to UPI. Wallet money is never taken as a penalty.

Question 45

What if I think a strike is wrong?

Accepted Answer

Raise it at /grievance. A person will review it.

Question 46

How do I end a call and block someone quickly?

Accepted Answer

Press the # key at any time. It ends the call, blocks the other person and reports the incident.

Question 47

Who do I call in an emergency?

Accepted Answer

The platform does not handle emergencies. Call 112 if you are in danger. For mental-health support, call Tele-MANAS 14416, free and open 24x7.

Question 48

Can a host be my girlfriend or boyfriend?

Accepted Answer

No. Hosts offer friendly conversation only. This is not a dating or relationship service, and hosts will not flirt, share their number or meet you.

Question 49

Why does it say the host is not available?

Accepted Answer

The host may be offline or busy, or a healthy-use limit may apply. It is a platform rule for everyone, not a personal rejection.

Question 50

Can I still call the same host again?

Accepted Answer

Yes, regular friendly calls are welcome. The platform may only add a daily time limit or a short gap if calls become very long or very frequent.

Question 51

Do you sell my data?

Accepted Answer

Never. We follow India's DPDP Act 2023. We use your data only to run the service, pay hosts, keep people safe and meet the law.

Question 52

Do you keep my full Aadhaar number?

Accepted Answer

No. Hosts' Aadhaar is checked with an OTP sent to the mobile linked to it (or through DigiLocker if the OTP doesn't work). The number is used only to request the OTP. We never store the full number. We keep only the last 4 digits.

Question 53

Can I ask you to delete my data?

Accepted Answer

Yes. Choose Delete my account, or write to the Grievance Officer. We delete it, except records the law says we must keep.

Question 54

Is the LGBTQ+ space private?

Accepted Answer

Yes. Joining is optional and private. Showing it on your profile is a separate choice that you make.

Question 55

Who can call in the LGBTQ+ space?

Accepted Answer

Only verified callers. It is for friendship and conversation only.

Question 56

What if a man says sexual things to me?

Accepted Answer

Press # to end the call, block him and report. You do not need to explain why you hung up.

Question 57

Does payment give a caller the right to say anything?

Accepted Answer

No. Payment never buys permission to cross a boundary. You can hang up at any time.

Question 58

Will the AI also help?

Accepted Answer

Yes. The AI ends calls with harassment, abuse, threats or sexual pressure, and flags the account.

Question 59

Who can enter the women-only space?

Accepted Answer

Only women who have completed video KYC and Aadhaar KYC. This applies to both the caller and the host.

Question 60

Can other people see that this space exists?

Accepted Answer

No. It is hidden from everyone else. Unverified accounts cannot see it or call into it.

Question 61

Can a man pretend to be a woman and get in?

Accepted Answer

No. Both sides must pass video KYC and Aadhaar KYC that show they are women, before the lane even appears.

Question 62

Will I be flagged if I describe a symptom?

Accepted Answer

No. In the women-only space the AI is tuned to understand health talk. Describing a symptom or a bad experience will not get you flagged.

Question 63

Can I talk about health topics with any host?

Accepted Answer

No. Outside the women-only space, only with hosts who have agreed to that topic. It is shown on their profile.

Question 64

Is this medical advice?

Accepted Answer

No. Hosts are not doctors. Please see a doctor for medical advice.

Namaste. How can we help you today?

Choose a topic

Getting started5 articles

Making calls5 articles

Safety & privacy9 articles

For women3 articles

For hosts6 articles

Wallet & payments5 articles

Account & help5 articles

Still need help? Email usA real person replies

What people ask us most

Do I need to install an app?

How do I add money?

Can the other person see my phone number?

What if a man says sexual things to me?

Do I need to pay to become a host?

How do I pay to add money?

All articles, grouped by topic

Getting started5 articles

Making calls5 articles

Safety & privacy9 articles

For women3 articles

For hosts6 articles

Wallet & payments5 articles

Account & help5 articles

No answer here?
Ask a real person.

Namaste. How can we help you today?

✽Choose a topic✽

Getting started5 articles

Making calls5 articles

Safety & privacy9 articles

For women3 articles

For hosts6 articles

Wallet & payments5 articles

Account & help5 articles

Still need help? Email usA real person replies

✽ What people ask us most

Do I need to install an app?

How do I add money?

Can the other person see my phone number?

What if a man says sexual things to me?

Do I need to pay to become a host?

How do I pay to add money?

✽ All articles, grouped by topic

Getting started5 articles

Making calls5 articles

Safety & privacy9 articles

For women3 articles

For hosts6 articles

Wallet & payments5 articles

Account & help5 articles

No answer here?Ask a real person.

Choose a topic

What people ask us most

All articles, grouped by topic

No answer here?
Ask a real person.