Frequently Asked Questions

General

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 programmes that is designed to help you think and feel better. Watch this video to find out more.

I am interested in using SilverCloud in my service, how do I find out more?

Please visit www.silvercloudhealth.com for more information.

Logging In

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 which 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 to 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 problems creating 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 keep getting an alert about TLS?

You are receiving a TLS alert as the browser you are currently using does not have a high enough security setting in place. To find out how to update your browser go here for more information

If you are still having difficulties, please email technicalassistance@silvercloudhealth.com.

Would you like to suggest a question for us to add to this list? Please email technicalassistance@silvercloudhealth.com to let us know.