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SilverCloud FAQs – Frequently Asked Questions

I’m feeling distressed, where can I get support right away?
If you are distressed or experiencing despair, try to speak to somebody as soon as you can. Here are some possible contact options.

What is SilverCloud and how can it help me?
SilverCloud is a suite of programs that are designed to help you think and feel better.
Your SilverCloud program will contain a number of activities to help you to develop & practice new skills & strategies. For example, the mood monitor will ask you to regularly record how you are feeling and why. You will begin to see trends over time, becoming more aware of certain patterns and triggers over time.

Where can I find my PIN to sign up?
If you heard about this from your employer you may follow up with them for your pin, or you may access the system using the following pin: PHARMAPRIX

How long do I have access to this program?
For a limited time, SilverCloud is offering free access to all Canadians until June 15th, 2020.

Does SilverCloud offer other programs (i.e. for depression, anxiety)?
In partnership with Pharmaprix, only SilverCloud’s Stress Program is available as a complimentary service for Canadians in response to the COVID-19 pandemic.
However, SilverCloud does offer a suite of mental health programs in partnership with employers for Canadian employees. The programs include:

  • Stress
  • Resiliency
  • Depression
  • Anxiety
  • Depression & Anxiety

Check with your employer to see if the full suite of programs is available to you.

What is the purpose of the assessment?
Based on your answers here we can tell you whether our Stress program would be suitable for you. This can also help us track improvements in your symptoms as you progress through the program.

Will the program take up a lot of time during my day?
We recommend that you use your program twice a week, for 30 minutes.However, the program is designed for you to use at your own pace. Many people find that even just 15 minutes once per week can be beneficial.

Can I purchase additional access to other SilverCloud programs?
No, at this time only the free Stress program is available for access until June 15th.

Are Pharmaprix pharmacists involved?
At this time, the program is not supported by Pharmaprix Pharmacists.

Do I have to go into stores for access or service?
Access to the program is completely digital. You will not have to go into our Pharmaprix stores to access the program.

Will I have access to the modules within a program I have signed up for once I have completed the program? (i.e. in case I ever want to look back at them)
Yes, you will have access to the Stress program until June 15th, 2020. If you would like additional access, please email us at healthsolutions@shoppersdrugmart.ca to learn more.

Is my data safe and will it be shared with anyone?
Your participation in this program is kept completely confidential. SilverCloud is committed to your privacy and will not disclose your personal information to any third parties without your knowledge or consent.
Please feel free to read our Privacy Policy for more information on SilverCloud’s privacy practices or use of your personal data.

Employers:
I am an employer interested in adding SilverCloud to my benefits plan. How do I find out more?
Please email saleshealthsolutions@shoppersdrugmart.ca for more information.

Technical:
What are the rules around creating a password?
In order to protect the security of your data, we need to ensure your password is strong and secure. Therefore, we ask you to create a password that meets certain minimum requirements.
The password must contain:

  • at least 8 characters
  • at least one number
  • at least one uppercase letter
  • at least one lowercase letter

Avoid using:

  • easy to guess details connected to you such as names, birthdays, pets, or place names
  • sequences that are easy to type (e.g.‘123456’, ‘qwerty’)
  • common passwords: we check your password against a list of passwords that hackers frequently try

Examples of bad passwords include: ‘1234’, ‘abc’, ‘password’, ‘password123’, ‘p4ssw0rd’
A good rule is to think of a phrase that combines words and numbers –ones that are easier for you to remember but difficult for someone else to guess.A password generator can provide examples of strong passwords. Try https://www.random.org/passwords/ or https://www.mouseware.org/
You should create a unique password for SilverCloud that is not used for any other service.

I forgot my username and/or password, how can I retrieve it/them?
If you have forgotten your username or password, there is a ‘Forgot username or password details?’ link on the login page.
If you click this, you will be brought to a page that will prompt you to enter your email address and press ‘Send Email.’
You will then receive an email containing a reminder of your username and also a link to reset your password.
If you are still having difficulties, please email technicalassistance@silvercloudhealth.com

I’ve reset my password and still can’t log in.
Often the problem is an incorrect username in this case. You can find your username in the same email that contained the password reset link. There is a line that reads:
username is: ........
Double check this is what you are using.
Remember that your username is a special term that you created when you signed up for SilverCloud. It is not necessarily just your name or email address, as it needs to be unique to our system.
If you are still having difficulties, please email technicalassistance@silvercloudhealth.com

I reset my password but haven’t received the email.
The email may have gone into your junk or spam mail folder. Please check there first.
Some users with Hotmail/Outlook addresses have reported issues with receiving emails due to them being blocked by spam filters. To resolve this you need to set our domain (silvercloudhealth.com) as a safe sender in your settings. To do this complete the following steps:

  1. Open your Outlook mailbox (formerly Hotmail).
  2. Select Options from the top right (next to the question mark).
  3. Select More options > Safe and blocked senders (under Preventing junk email) > Safe senders.
  4. In the space provided, enter the address do-not-reply@silvercloudhealth.com
  5. Select Add to list.
  6. Ensure the safe mailing lists box has the address you entered, and select OK.

Once this has been completed, please go back to our login page and follow the ‘Forgot password or username?’ steps again.
You should find that the email is then sent to your inbox. Please note that this can take up to 10 minutes to come through.
If you still can’t find it please email technicalassistance@silvercloudhealth.com

I’m having problem screating a username.
The username needs to be unique to our system. One solution is to use the first part of your email address.
Things to consider when selecting a username:

  • A username should be all one word made up of numbers or letters only.
  • You should not use special characters like ?!”&%{, etc., and you should not have any spaces in your username.
  • Another way to look at it is like choosing the start of an email address so, for example, you could be ‘firstname.lastname’ (just numbers and letters) but not ‘firstname%lastname~’ (due to special characters) or ‘firstname lastname’ (due to space between words).
  • Another point to note is that your online supporter will see and know you by your username.

Once you have chosen your username, you then need to choose a password and enter the same password into the following two boxes.
If you are still having difficulties, please email technicalassistance@silvercloudhealth.com

Why do I get an alert about TLS or Secure Connection Failed?
You may receive a TLS alert if the browser you are using does not support secure encryption protocols. To find out how to update your browser go here for more information
If you are still having difficulties, please email technicalassistance@silvercloudhealth.comWould you like to suggest a question for us to add to this list? Please email technicalassistance@silvercloudhealth.com to let us know.
Would you like to suggest a question for us to add to this list? Please email technicalassistance@silvercloudhealth.com to let us know.