This guide is for Clients: people who use Mummy to find someone and book in-person time with them, such as coffee, dinner or a day out. It covers everything from creating your account to leaving a review.

Mummy works in any web browser on your phone, tablet or computer. The screenshots show a phone. On a computer the same menu sits down the left side instead of along the bottom.

In the screenshots, red boxes with numbers mark what to tap. The numbers match the steps in the text, for example "Tap Top up 2".

#1. Before you start: create your account

You need an account to see anyone on Mummy. Provider profiles, search and service details are visible to signed-in accounts only. Before you sign in, you can only see the landing page, the sign-in and registration pages, the Terms and the Privacy Policy.

What you need:

• An email address you can open
• A password of at least 8 characters
• You must be 21 or older

1. Open Mummy and tap Create account 1. If you already have an account, tap Sign in 2.

2. Enter your Name 1, Email 2 and Password 3.
3. Under Language 4, choose English or 中文. The emails we send you will use this language.
4. Tick I am 21 or older 5 and I accept the Terms and the Privacy Policy 6. You can open the Terms and Privacy Policy links under the checkbox before you accept.
5. Tap Create account 7.

#Verify your email

6. You will see Check your inbox. Open the email titled Verify your email address and tap Verify email address inside it.
   • The link works once and expires after 24 hours.
   • Nothing there? Check your spam folder first. Then tap Send the link again 1.

7. The link opens Confirm your email address. Tap Confirm and continue 1. This signs you in and takes you to Explore, or back to the page you were trying to open.

#2. Sign in

1. Enter your Email 1 and Password 2.
2. Tick Keep me signed in if this is your own device.
3. Tap Sign in 4.

#Forgot your password?

1. On the sign-in page, tap Forgot password? 3.
2. Enter the Email 1 you registered with and tap Send reset link 2.
3. Open the email and follow the link to set a new password. The link works once and expires after 60 minutes.

For your privacy, the page gives the same answer whether or not the email has an account.

#3. Arrived through an Agent's link or QR code

Some Providers work with an Agent. An Agent may give you a link or QR code that opens their list of Providers.

• If you are not signed in yet: the link takes you to Create your account. After you register, verify your email and sign in, Mummy takes you straight back to that Agent's list.
• If you are already signed in: you go straight to the list.

The page is headed Providers from …. The banner 1 shows which Agent the list belongs to. Tap a Provider card 2 to open their profile, then book as usual.

#4. Getting around

Explore is your home page.

• Search bar 1: tap it to search by name, place or activity.
• Categories 2: swipe sideways and tap a category such as Dining or Coffee to see only those Providers. Tap All to see everyone again.
• Provider cards 3: each card shows the Provider's name, starting price per hour, main service and area. Tap a card to open the profile. Available today lists people who can meet soon. Picked for your mood is the main list.
• Heart 4: saves the Provider to your favourites without opening the profile. In the current version the heart on a card always starts empty, even for someone you have already saved. Your Favourites list and the heart on the profile show whether they are saved.
• Bottom menu 5: Explore, Messages, Bookings, Wallet and Profile.

The bell at the top right opens Notifications. A red dot means you have something unread.

#5. Search and filter

1. Tap the search bar on Explore, type a word 1 and press Enter.
   • Try a place, an activity or a Provider's name.
   • Before you type, the page shows Browse by category and your Recent searches.
2. To narrow the results, tap the Filters button 2.
3. Tap any result 3 to open that Provider's profile.

In Refine your feed you can set:

• Location 1: a state, then a city
• Experience 2: the kind of activity
• Maximum price 3: the highest hourly rate you want to see
• Rating 4: for example 4.5+
• Sort by 5: Recently online, Newest, Price: low to high, Price: high to low or Top rated

Tap Show results at the bottom of the panel to apply them, or Reset to clear them.

#6. Read a Provider's profile

The top of the profile shows the Provider's photo, name, age and area.

• The heart 1 saves them to your favourites. Tap it again to remove them.
• Share 2 copies a link to the profile. Only signed-in users can open it.

Scroll down to see:

• About: their bio, activity types and the languages they speak
• Rating 1: the average star rating and how many reviews it comes from. Tap it to jump to the reviews.
• Services 2: what they offer and the price per hour. Tap a service to see its details.
• Photos

• Reviews: every review comes from a completed booking. Some reviews have a Provider's reply 1.
• At the bottom is the booking bar:
  • ＋ Date her 2 starts a booking request. See section 9.
  • Unlock for RM 12 3 buys chat access without a booking. See section 8.
  • If a chat with this Provider is already open, a Message button appears instead of Unlock.

#Service details

The service page shows the description, the Provider, Details 1 and photos. Details covers the Hourly rate, the Duration range you can book and the Service areas.

#7. Save favourites

Tap the heart on a Provider's card or profile to save them.

To see everyone you've saved, tap Profile in the bottom menu, then Saved › Favourites. Tap a name 1 to open the profile. Tap the red heart to remove them.

#8. Unlock chat with a Provider (optional, paid)

Normally a chat with a Provider opens only after you pay for a booking. A chat unlock lets you message a Provider before, or without, booking. It is a one-time payment from your wallet.

You will see Unlock for RM … on a profile only if all of these are true:

• The Provider accepts chat unlocks.
• They reply often enough. At the time of writing the platform requires a response rate of at least 70%.
• They have been online recently. At the time of writing this means within the last 7 days.
• You don't already have a chat open with them.

A new Provider who has no response rate or online history yet is not held back by the response-rate and last-online checks. Their sheet shows Not yet rated.

1. On the profile, tap Unlock for RM 12.
2. Read the sheet carefully:
   • Response rate 1 and Last active show how responsive this Provider is. A new Provider may show Not yet rated.
   • One-time chat unlock 2 is the price. Mummy Wallet shows your balance.
3. Tick I understand this purchase is non-refundable. 3
4. Tap Unlock for RM 12 4.

If your balance is too low, you will see Your wallet balance is too low for this unlock. with a Top up wallet link.

After you unlock, the chat opens straight away. The safety notice 1 reminds you to keep contact details and payments on Mummy. Type in the message box 2 and tap send 3.

To find your unlocked chats later, go to Profile › Saved › Unlocked chats. Each one 1 shows the date you unlocked it. Tap Message 2 to open the chat.

#9. Send a booking request

Booking works in this order:

1. You send a request. Nothing is charged yet.
2. The Provider accepts it.
3. You pay from your wallet.

1. On the Provider's profile, tap ＋ Date her.
2. Under Choose a service 1, tap the service you want. Its hourly price and the hours you can book are shown.
3. Under Duration 2, choose how many hours.
4. Pick the Date 3 and Time 4. The time must be in the future and inside the Provider's available hours.

5. Under Meeting place 1:
   • Choose the State and City. They start as the Provider's own area.
   • Type the Venue, for example the restaurant or meeting point.
6. Optionally add a Message 2 with your plans.
7. Check the total 3. It is the hourly price × the number of hours, plus a booking fee (RM 4 at the time of writing). For example, 2 hours at RM 100 per hour comes to RM 204.
8. Tap Send request 4.

Your booking page opens:

• The status 1 reads Provider reviewing.
• The Order timeline 2 records every step, with the time and who did it.

You can find the request any time under Bookings › Requests 1. Tap the card 2 to open it.

• If the Provider accepts, you get a notification. The booking moves to Awaiting payment. See section 11.
• If the Provider declines, the status becomes Declined. Nothing was charged.
• If the Provider doesn't answer within the platform's time limit (24 hours at the time of writing), the request is cancelled automatically. Nothing is charged.

#10. Cancel a booking

You can cancel a booking before it starts: while it is Provider reviewing, Accepted, Awaiting payment, Paid or Upcoming.

1. Open the booking and tap Cancel booking.
2. The page tells you what happens to your money:
   • This booking hasn't been paid, so nothing will be refunded. You were never charged.
   • RM … will be refunded to your Wallet. You already paid, and that amount goes back to your wallet.
3. Optionally give a Reason (optional) 1. The Provider sees it.
4. Tap Confirm cancellation 2. Tap Never mind to keep the booking.

#11. Pay for an accepted booking

When the Provider accepts your request, you get a Booking accepted notification. The booking then shows Awaiting payment.

1. Open the booking from Bookings, or tap the notification.
2. Check the status 1 reads Awaiting payment.
3. Tap Pay RM … from Wallet 2. The amount is taken from your wallet balance straight away.

If your wallet balance is too low, you'll see Your wallet balance is too low for this booking. Tap Top up wallet, add money (see section 14), then come back and pay.

Once paid, the booking moves to Bookings › Upcoming 1.

• The Next booking card 2 shows when, where and with whom, and the amount Paid.
• Message 3 opens the chat with the Provider.
• Details 4 opens the booking page.

You'll also get a Booking starting soon reminder before the start time. At the time of writing it comes 2 hours before.

#12. Chat about your booking

Paying for a booking opens a chat with that Provider, just like a chat unlock.

• The safety notice 1 is always shown at the top: Keep contact details and payments on Mummy for your safety.
• Tap the image button 2 to send a photo.
• Type in the message box 3 and tap send 4. The red line under the box reminds you: Please keep phone numbers, social accounts and payment details off chat.
• Booking updates also appear in the chat as short notices, for example The provider marked this booking as started.

All your chats are under Messages in the bottom menu. Tap a conversation 1 to open it.

The label 2 shows how the chat was opened:

• Booking chat means it was opened by a paid booking.
• Unlocked chat means it was opened by a chat unlock.

There is one chat per Provider. If you have already unlocked a Provider, later bookings with them use the same chat.

A chat marked Chat closed can still be read, but you can't send new messages. This happens, for example, if the Provider's account is suspended.

#13. Confirm the booking is complete and leave a review

On the day, the Provider marks the booking as started (Happening now), then as finished. You'll get a Confirm your booking is complete notification.

1. Open the booking. Its status is Awaiting your confirmation.
2. Tap Confirm completed 1. As the note under the button says 2, confirming also releases the Provider's payment.

Once the booking is Completed, you can review it:

3. Tap Leave a review.
4. Choose your rating 1, from 1 to 5 stars.
5. Optionally write a Comment 2.
6. Tap Submit review 3.

The booking now shows Completed 1. The Order timeline 2 lists every step, and You've reviewed this booking 3 confirms your review was saved.

#14. Your wallet: top up and check activity

Everything on Mummy is paid from your wallet: bookings and chat unlocks. You add money to it with a top-up through the payment page.

• Available balance 1: what you can spend right now
• Top up 2: add money
• Activity filters 3: All, Top ups, Payments and Refunds
• Each entry 4 shows what it was and the amount. Examples:
  • Wallet top up with its payment reference
  • Booking payment with the Provider and order number
  • Chat unlock
  • Booking refund
  • Balance adjustment: a correction made by Mummy support

#Top up

1. Tap Top up.
2. Under Choose an amount 1, tap RM 50, RM 100 or RM 200. Or tap Custom and type an amount.
3. Read the limits line 2. At the time of writing:
   • The minimum top-up is RM 20.
   • The daily cap is RM 1,000.
   • It also shows how much you can still top up today.
4. Tap Pay RM … 3. You go to the payment page to complete the payment.

5. When the payment is confirmed, you'll see Top-up complete 1. The amount is already in your balance. Tap Back to wallet 2.

Other results you may see:

• Waiting for your payment: the payment provider hasn't confirmed yet. You can leave the page. The money is added as soon as it's confirmed.
• Top-up didn't go through: no money was taken and nothing was added. You can try again.
• We're checking this payment: the payment didn't match what we expected, so it is being reviewed before anything is added. Nothing is lost. Contact support if you'd like an update.

#15. Notifications

Tap the bell 1 at the top of any page. Unread notifications are labelled Unread 2. Tap Mark as read 3 when you've seen one.

You'll be notified when:

• A request is accepted or declined
• Payment is due, or a payment succeeds or fails
• A booking is starting soon, has started, needs your confirmation, is completed or is cancelled
• You get a new message
• A top-up succeeds or fails
• Your wallet is debited, or your balance is too low
• You unlock a chat
• An Agent books for you (Booking made on your behalf)
• The platform makes an announcement

All notifications are shown inside Mummy. To choose which kinds you receive, see section 16. A few can't be switched off because missing them could cost you money or access: Confirm your booking is complete, and notices from Mummy about your account.

#16. Account settings

Tap Profile in the bottom menu.

• Edit profile 1: change your name and photo, add a phone number and set your state and city. See below.
• The Account tab 2 lists your settings.
• Notifications 3, Language 4 and Privacy & safety all open the account settings page.
• Password: change your password.
• Sign out
• Delete account 5: see below.

#Edit your profile

1. Tap Add photo 1 to upload a profile photo (JPEG, PNG or WebP). Once you have one, you can change or remove it here.
2. Change your Name 2 if you need to.
3. Optionally add a Phone number 3, for example +60123456789. No SMS code is needed.
4. Optionally choose your State 4 and City 5.
5. Tap Save changes 6.

#Account settings page

On the account settings page:

• Personal details 1 opens Edit profile.
• Phone number: shows the number you added in Edit profile. Tap Change mobile number (or Add mobile number) to edit it. Mummy does not send verification codes by SMS.
• Language 2: tap English or 中文. The whole app switches straight away.
• Notifications & privacy 3:
  • Switch notifications for Bookings, Messages, Payments & wallet and Platform announcements on or off.
  • Show my online status controls whether others can see when you're online.
  • Send read receipts in chat controls whether others see when you've read their messages.
  • Changes save automatically.

Further down:

• Password 1
• Sessions 2: every device signed in to your account. Tap Sign out next to any device you don't recognise.
• Sign out 3
• Delete account 4

#Change your password

1. Enter your Current password 1.
2. Enter a New password 2 of at least 8 characters, then type it again under Confirm new password 3.
3. Tap Change password 4.

Changing your password signs you out of every other device. The device you're using stays signed in.

#Delete your account

Read the list on the page first:

• Your account is scheduled for deletion. You have 30 days to change your mind by signing back in.
• You're signed out of every device immediately.
• Payment, booking and wallet records are kept. They can't be deleted, even by you.
• Signing back in during the 30 days cancels the deletion.

Then:

1. Tick I understand this will affect my account as described above. 1
2. Tap Delete my account 2.

#17. Getting help

• About a specific booking: open the booking and tap Contact platform support. Choose Call, WhatsApp or Telegram. This option appears only when the platform has set up support contacts.
• An Agent booked for you: if an Agent places a booking on your behalf, you get a Booking made on your behalf notification. The booking appears in your Bookings list like any other. It is paid by the Agent, not from your wallet. Questions about it go to that Agent or to platform support.
• Your account is suspended: you'll see This account is suspended. Contact support. when you try to sign in.

#18. Booking statuses explained

On the Bookings page:

• Upcoming lists paid bookings that haven't finished.
• Requests lists bookings waiting for the Provider or for your payment.
• Past lists completed, declined and cancelled bookings.

A booking's Order timeline shows only the steps it actually went through. If Mummy support changed a booking directly, it shows Updated by Mummy.

#19. Rules worth knowing

• Adults only: you must be 21 or older.
• Signed in only: Provider profiles are not public. Search engines don't index them.
• Prepaid wallet: bookings and unlocks are always paid from your wallet balance, never charged to a card at the time of booking. Card or bank payments happen only when you top up.
• No withdrawals: money in your Client wallet can't be withdrawn or transferred out.
• Refunds go to your wallet: cancellations and any adjustments by Mummy are credited to your wallet balance, never to your bank.
• Pay only after acceptance: a request costs nothing until the Provider accepts and you pay.
• Chat unlock: it is non-refundable, it isn't a booking, it doesn't guarantee a reply and it doesn't let you leave a review.
• Contact details stay off chat: this applies to every chat, including paid unlocks.
• Reviews: one per completed booking.
• Your records are permanent: payment, booking and wallet records can't be deleted, even if you delete your account.

#20. FAQ and troubleshooting

I didn't get the verification email. Check your spam folder, then use Send the link again on the Check your inbox page. Links expire after 24 hours and work only once. If you see This link is no longer valid, tap Get a new link.

I can't see the "Unlock for RM …" button. The Provider may not accept unlocks, may not reply often enough, or may not have been online recently. You may also already have a chat with them. In that case you'll see Message instead.

"＋ Date her" is greyed out. The Provider has paused new bookings or has no bookable service. Try again later or choose someone else.

My request disappeared from Requests. Open Past. The Provider may have declined it, or it may have been cancelled because nobody answered in time. Nothing was charged.

I paid, but now I can't make it. Cancel from the booking page before the start time. Under the current rules the full amount goes back to your wallet. You'll see the exact refund before you confirm.

Can I get my wallet balance back to my bank? No. The Client wallet is for spending on Mummy only.

My unlocked chat became read-only. If a Provider is suspended or banned, existing chats with them become read-only and unlocks aren't refunded. Contact support if you believe you need an adjustment.

The provider never replied to my unlocked chat. Unlocking doesn't oblige a Provider to reply, and it can't be refunded. That's why the response rate and last-active time are shown before you buy.

I typed a phone number and my message was blocked. That's expected. Contact details can't be shared in chat on Mummy.

I'm told "Too many attempts". Wait for the countdown shown, then try again.

#21. Glossary

本指南写给 Mummy 的客户——也就是想在 Mummy 上找人、预约线下见面（喝咖啡、吃饭、一起出去走走）的你。从注册账号到最后留下评价，每一步都在这里。

Mummy 是网页版，用手机、平板或电脑的浏览器打开就能用。本指南的截图以手机为例；在电脑上，底部的菜单会改到页面左侧。

截图里的红框和数字标出你要点的位置，文中的步骤编号与之对应，例如“点 充值 2”。

#1. 开始之前：注册账号

Mummy 上的服务者主页、搜索和服务详情只对已登录的账号开放。还没登录时，你只能看到首页、登录页、注册页、服务条款和隐私政策。

注册前请准备：

• 一个你能收信的邮箱
• 至少 8 个字符的密码
• 你必须年满 21 岁

1. 打开 Mummy，点 创建账号 1。已经有账号的话，点 登录 2。

2. 填写 姓名 1、邮箱 2和 密码 3。
3. 在 语言 4选择 English 或 中文。之后收到的邮件也会用这个语言。
4. 勾选 我已年满 21 岁 5和 我接受服务条款与隐私政策 6。接受之前，可以先点下方的 服务条款、隐私政策 链接阅读。
5. 点 创建账号 7。

#验证邮箱

6. 页面会显示 请查收邮件。打开标题为 验证你的邮箱地址 的邮件，点里面的 验证邮箱地址。
   • 链接只能用一次，24 小时后失效。
   • 没收到？先看看垃圾邮件文件夹，再点 重新发送链接 1。

7. 链接会打开 确认你的邮箱地址 页面。点 确认并继续 1，系统会自动帮你登录，并带你到“探索”或你原本要去的页面。

#2. 登录

1. 输入 邮箱 1和 密码 2。
2. 如果是自己的手机或电脑，可以勾选 保持登录。
3. 点 登录 4。

#忘记密码

1. 在登录页点 忘记密码？ 3。
2. 输入注册时用的 邮箱 1，点 发送重置链接 2。
3. 打开邮件，点里面的链接设置新密码。链接只能用一次，60 分钟后失效。

为了保护隐私，无论这个邮箱有没有注册过，页面显示的提示都一样。

#3. 通过代理的链接或二维码进来

有些服务者隶属于某位代理。代理可能会给你一个链接或二维码，打开就是他名下的服务者列表。

• 还没登录： 链接会先带你到 创建账号 页面。注册、验证邮箱、登录之后，Mummy 会自动带你回到那位代理的列表。
• 已经登录： 直接打开列表。

页面标题是“…的服务提供者列表”。横幅 1写着是哪位代理的列表。点任一服务者 2进入对方主页，之后照常预约即可。

#4. 认识主界面

探索 就是你的首页。

• 搜索栏 1：点进去，可以按名字、地点或活动搜索。
• 分类 2：左右滑动，点 用餐、喝咖啡 等分类，只看这一类的服务者；点 全部 恢复显示所有人。
• 服务者卡片 3：每张卡片显示对方的名字、每小时起价、主要服务和所在地区，点卡片打开主页。
  • 今日可预约：很快就有空的人。
  • 根据你的心情推荐：主要列表。
• 心形 4：不用进主页，直接收藏。目前版本中，卡片上的心形一开始总是空心的，即使你已经收藏过这个人；是否已收藏，请以 收藏 列表或对方主页上的心形为准。
• 底部菜单 5：探索、消息、预约、钱包、我的。

右上角的铃铛是 通知，有红点表示有未读通知。

#5. 搜索与筛选

1. 在“探索”点搜索栏，输入关键词 1后按 Enter。可以试试地点、活动或服务者的名字。还没输入时，页面会显示 按分类浏览 和 最近搜索。
2. 想缩小范围，点右边的 筛选 按钮 2。
3. 点任一结果 3，进入对方主页。

在 筛选你的动态 里可以设置：

• 地区 1：先选州属，再选城市
• 体验类型 2：活动的种类
• 最高价格 3：每小时价格的上限
• 评分 4：例如 4.5 分以上
• 排序方式 5：最近在线、最新加入、价格从低到高、价格从高到低、评分最高

设好后点面板底部的 显示结果；点 重置 清除所有条件。

#6. 查看服务者的主页

主页顶部显示对方的照片、名字、年龄和地区。

• 心形 1：收藏。再点一次取消收藏。
• 分享 2：复制主页链接。只有已登录的用户才能打开。

往下滑可以看到：

• 关于：简介、活动类型、会说的语言
• 评分 1：平均星级和评价数量。点一下直接跳到评价。
• 服务项目 2：对方提供的服务和每小时价格。点服务可以看详情。
• 照片

• 评价：每条评价都来自一次真正完成的预约。有些评价下面会有 对方的回复 1。
• 页面最底部是预约栏：
  • ＋ 约TA 2：发起预约请求，见第 9 节。
  • 解锁,RM 12 3：不预约也能付费开启聊天，见第 8 节。
  • 如果你和对方已经有聊天，这里会显示 留言，不会再出现解锁按钮。

#服务详情

服务详情页会显示服务说明、服务者、详情 1和照片。“详情”里有 每小时价格、可预约的 时长 范围和 服务区域。

#7. 收藏

在卡片或主页上点心形，就能收藏这位服务者。

想看所有收藏：点底部菜单的 我的 › 收藏 标签 › 收藏。

• 点名字 1打开对方主页。
• 点红色心形取消收藏。

#8. 付费解锁聊天（可选）

一般来说，要等预约付款后，才能和服务者聊天。聊天解锁 让你在预约之前，甚至不预约，也能直接给对方发消息。费用从钱包一次性扣除。

只有同时符合以下条件，主页上才会出现 解锁,RM … 按钮：

• 对方开启了聊天解锁；
• 对方回复率达标（撰写时平台要求至少 70%）；
• 对方最近有上线（撰写时为 7 天内）；
• 你和对方还没有已开启的聊天。

刚加入、还没有回复率或上线记录的服务者，不受回复率和上线时间这两项限制，面板上会显示 暂无评分。

1. 在对方主页点 解锁,RM 12。
2. 仔细看面板上的信息：
   • 回复率 1和 最近活跃：反映对方回不回消息。新加入的服务者可能显示 暂无评分。
   • 一次性解锁聊天 2：这次的价格。下面的 Mummy 钱包 是你目前的余额。
3. 勾选 我理解此次购买不可退款。 3
4. 点 解锁,RM 12 4。

余额不够时，会显示 您的钱包余额不足以完成此次解锁。 和 为钱包充值 链接。

解锁成功后，聊天会马上打开。最上方的安全提示 1提醒你：联系方式和付款都要留在 Mummy 平台内。在输入框 2打字，点发送 3。

以后要找回这些聊天：我的 › 收藏 标签 › 已解锁的聊天。每一项 1都会显示解锁日期，点 留言 2打开聊天。

#9. 发送预约请求

预约分三步：

1. 你发送请求（这时还不扣钱）；
2. 对方接受；
3. 你从钱包付款。

1. 在对方主页点 ＋ 约TA。
2. 在 选择服务 1点你要的服务，会显示每小时价格和可预约的时长范围。
3. 在 时长 2选几个小时。
4. 选择 日期 3和 时间 4。必须是未来的时间，而且要在对方有空的时段内。

5. 在 见面地点 1设定：
   • 州属 和 城市：默认是对方所在的地区，可以修改。
   • 地点：填写餐厅名称或见面地点。
6. 想说明行程的话，可以在 留言 2写几句（可选）。
7. 核对总额 3。总额 = 每小时价格 × 小时数 + 预约服务费（撰写时为 RM 4）。例如每小时 RM 100、2 小时，总额就是 RM 204。
8. 点 发送预约请求 4。

接着会打开预订详情页：

• 状态 1显示 服务者审核中。
• 订单时间线 2记录每一步的时间和操作人。

之后随时可以在 预约 › 请求 1找到这个请求，点卡片 2打开。

• 对方接受：你会收到通知，预约变成 等待付款，见第 11 节。
• 对方拒绝：状态变成 已拒绝，不会扣款。
• 对方在平台规定时间内（撰写时为 24 小时）没回复：请求会自动取消，同样不扣款。

#10. 取消预约

在预约开始之前——状态是 服务者审核中、已接受、等待付款、已付款 或 即将进行 时——你都可以取消。

1. 打开这个预约，点 取消预订。
2. 页面会先告诉你钱怎么处理：
   • 此预订尚未付款，因此没有可退款项。 ——本来就还没扣钱。
   • RM … 将退回到您的钱包。 ——已付的金额会退回钱包。
3. 可以在 原因（可选） 1写下原因，对方会看到。
4. 点 确认取消 2。改变主意的话，点 先不取消。

#11. 为已接受的预约付款

对方接受请求后，你会收到 预约已接受 通知，预约状态变成 等待付款。

1. 从 预约 页面或通知打开这个预约。
2. 确认状态 1是 等待付款。
3. 点 从钱包支付 RM … 2，金额会立刻从钱包余额扣除。

钱包余额不够时，会显示 您的钱包余额不足以支付此预订。 这时点 为钱包充值，充值后（见第 14 节）再回来付款。

付款后，预约会移到 预约 › 即将进行 1。

• 下一个预订 卡片 2显示时间、地点、对象和 已付款 金额。
• 发消息 3：打开和对方的聊天。
• 详情 4：打开预订详情页。

预约开始前（撰写时为 2 小时前），你还会收到 预约即将开始 提醒。

#12. 预约后的聊天

预约付款后，你和这位服务者的聊天就会开启（效果和聊天解锁一样）。

• 顶部一直会有安全提示 1：为了您的安全，请将联系方式和付款事宜保留在 Mummy 平台内。
• 点图片按钮 2发送照片。
• 在输入框 3打字，点发送 4。输入框下方的红字也会提醒你：请勿在聊天中透露电话号码、社交账号或付款信息。
• 预约有进展时，聊天里也会出现系统提示，例如 服务方已将此预约标记为开始。

所有聊天都在底部菜单的 消息 里，点对话 1就能打开。

标签 2说明这个对话是怎么开启的：

• 预订对话：由已付款的预约开启；
• 已解锁对话：由聊天解锁开启。

你和每位服务者只有一个对话。已经解锁过的话，之后的预约也会用同一个对话。

显示 对话已关闭 的对话仍然可以查看，但不能再发消息（例如对方账号被暂停时）。

#13. 确认服务完成并留下评价

见面当天，服务者会先把预约标记为开始（进行中），结束后再标记为完成。这时你会收到 请确认服务已完成 通知。

1. 打开这个预约，状态会是 等待您确认。
2. 点 确认已完成 1。按钮下方写着 2：确认后，对方才会收到这笔款项。

预约变成 已完成 后，就可以评价了：

3. 点 撰写评价。
4. 选择星级 1，1 到 5 星。
5. 可以在 评价内容 2写下感想（选填）。
6. 点 提交评价 3。

预约现在显示 已完成 1，订单时间线 2列出了全部步骤，您已评价此预订 3表示评价已保存。

#14. 钱包：充值与查看流水

在 Mummy 上的所有消费（预约、聊天解锁）都从钱包扣款。钱包里的钱，要通过支付页面充值进来。

• 可用余额 1：现在能用的金额
• 充值 2：往钱包加钱
• 流水 分类 3：全部、充值、支付、退款
• 每条记录 4都写明用途和金额，例如：
  • 钱包充值（附参考号）
  • 预约支付（附服务者和订单号）
  • 聊天解锁
  • 预约退款
  • 余额调整：由 Mummy 客服做的更正

#充值

1. 点 充值。
2. 在 选择金额 1点 RM 50、RM 100 或 RM 200；也可以点 自定义 自己输入金额。
3. 看一下限额说明 2：
   • 撰写时最低充值 RM 20，每日上限 RM 1,000；
   • 说明里也会显示“今日还剩”多少额度。
4. 点 支付 RM … 3，系统会带你到支付页面完成付款。

5. 付款确认后，会显示 充值完成 1，金额已经存进余额。点 返回钱包 2。

你也可能看到这几种结果：

• 等待付款确认：支付服务商还没确认。你可以先离开这个页面，确认后钱会自动入账。
• 充值未完成：没有扣款，余额也没增加，可以再试一次。
• 我们正在核查这笔付款：付款记录和预期金额不一致，需要先核查才会入账。钱不会不见；想知道进度可以联系客服。

#15. 通知

在任何页面点顶部的铃铛 1就能打开通知。

• 未读的通知会标着 未读 2。
• 看过之后点 标记为已读 3。

以下情况你都会收到通知：

• 请求被接受或拒绝
• 需要付款，或付款成功、失败
• 预约即将开始、已开始、需要你确认、已完成、被取消
• 收到新消息
• 充值成功或失败
• 钱包被扣款，或余额不足
• 你解锁了聊天
• 代理替你下单（已为你完成代订）
• 平台公告

通知只在 Mummy 网站内显示。想关掉某些类型的通知，见第 16 节。少数通知无法关闭，因为错过它们可能让你损失金钱或无法使用账号：请确认服务已完成，以及 Mummy 发给你的账号相关通知。

#16. 账户设置

点底部菜单的 我的：

• 编辑资料 1：修改姓名、头像，填写手机号码、州属和城市，见下文。
• 账户 标签 2：列出所有设置项目。
  • 通知 3、语言 4、隐私与安全：都会打开账户设置页面。
  • 密码：修改密码。
  • 退出登录。
  • 删除账户 5：见下文。

#编辑资料

1. 点 添加照片 1上传头像（JPEG、PNG 或 WebP）。上传后也可以在这里更换或移除。
2. 需要的话，修改 姓名 2。
3. 可选：填写 手机号码 3，例如 +60123456789。不需要短信验证码。
4. 可选：选择 州属 4和 城市 5。
5. 点 保存更改 6。

#账户设置页面

账户设置页面里有：

• 个人信息 1：打开“编辑资料”。
• 手机号码：显示你在“编辑资料”填写的号码。点 更改手机号码（或 添加手机号码）可以修改。Mummy 不会用短信发送验证码。
• 语言 2：点 English 或 中文，整个 App 马上切换。
• 通知与隐私 3：
  • 分别开关 预约、消息、付款与钱包、平台公告 通知；
  • 显示我的在线状态：别人能不能看到你在线；
  • 在聊天中发送已读回执：别人能不能看到你已读。
  • 修改会自动保存。

再往下：

• 密码 1
• 登录设备 2：查看所有登录了你账户的设备。看到不认识的设备，点旁边的 登出。
• 退出登录 3
• 删除账户 4

#修改密码

1. 输入 当前密码 1。
2. 输入 新密码 2（至少 8 个字符），再在 确认新密码 3输入一次。
3. 点 修改密码 4。

修改密码后，其他设备都会被登出，只有你现在用的设备保持登录。

#删除账户

先看清楚页面上列出的后果：

• 账户会被安排删除，30 天内重新登录就能撤销；
• 你会立即从所有设备登出；
• 付款、预约和钱包记录会被保留，连你本人也无法删除；
• 在这 30 天内重新登录，即取消删除。

确认后：

1. 勾选 我理解这将按上述方式影响我的账户。 1
2. 点 删除我的账户 2。

#17. 需要帮助时

• 某个预约有问题： 打开那个预约，点 联系平台客服，选择 拨打电话、WhatsApp 联系 或 Telegram 联系。只有平台设置了客服联系方式时，才会出现这个选项。
• 代理替你下了单： 你会收到 已为你完成代订 通知，这个预约会和其他预约一样出现在 预约 列表里。这笔费用由代理支付，不从你的钱包扣。有疑问可以找那位代理或平台客服。
• 账号被暂停： 登录时会看到 此账号已被暂停，请联系客服。

#18. 预约状态一览

预约 页面有三个标签：

• 即将进行：已付款、还没结束的预约；
• 请求：等对方回复或等你付款的预约；
• 历史记录：已完成、已拒绝、已取消的预约。

订单时间线只显示这个预约实际经历过的步骤。如果 Mummy 客服直接修改过预约，会显示 由 Mummy 更新。

#19. 必须知道的规则

• 仅限成年人： 必须年满 21 岁。
• 登录后才能浏览： 服务者主页不公开，也不会被搜索引擎收录。
• 预付钱包制： 预约和聊天解锁一律从钱包余额扣款，下单时不会刷卡。只有充值时才用到银行卡或网银。
• 不能提现： 客户钱包里的钱不能提现，也不能转出。
• 退款只退回钱包： 取消预约的退款和 Mummy 的任何调整，都只退回钱包余额，不会退回银行。
• 对方接受后才付款： 发送请求不花钱，对方接受、你付款之后才扣款。
• 聊天解锁： 不可退款，不等于预约，不保证对方回复，也不能用来评价。
• 聊天里不留联系方式： 适用于所有聊天，包括付费解锁的聊天。
• 评价： 每个完成的预约只能评价一次。
• 记录无法删除： 付款、预约和钱包记录会永久保留，删除账户也一样。

#20. 常见问题与排查

收不到验证邮件怎么办？ 先看垃圾邮件文件夹，再到 请查收邮件 页面点 重新发送链接。链接只能用一次，24 小时后失效；看到 链接已失效 时，点 获取新的链接。

为什么看不到“解锁,RM …”按钮？ 可能对方没开启聊天解锁、回复率不够、最近没上线，或者你们已经有聊天了（这时会显示 留言）。

“＋ 约TA”是灰色的？ 对方暂停接受新预约，或还没有可预约的服务。稍后再试，或换个人。

“请求”里的预约不见了？ 看看 历史记录：可能被对方拒绝了，或因为没人回复而自动取消。两种情况都没有扣款。

已经付款了，但临时去不了？ 在开始时间前，到预订详情页取消。按目前规则，全额退回钱包；确认取消前，页面会先显示退款金额。

钱包里的钱可以退回银行吗？ 不行。客户钱包只能在 Mummy 内消费。

解锁的聊天变成只读了？ 服务者被暂停或封禁时，原有的聊天会变成只读，解锁费用不退。如果你认为需要调整，请联系客服。

解锁后对方一直不回？ 解锁不代表对方有义务回复，也不能退款。所以购买前才会先显示回复率和最近活跃时间。

我输入电话号码，消息被拦下了？ 这是正常的。Mummy 的聊天里不能交换联系方式。

显示“尝试次数过多”？ 等页面上的倒数结束后再试。

#21. 名词解释