Help Centre

Help Informations

What kind of help do you need?

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

I have questions about my current diagnosis and medication – can SilverCloud help me?

SilverCloud is not meant to replace your regular healthcare provider. If you have any questions or concerns regarding your general health, medical history or current treatment, we encourage you to speak to your physician and/or pharmacist for their advice and recommendations.

You should also not use SilverCloud in case of an emergency. If you are distressed or experiencing despair, we encourage you to speak to somebody as soon as you can. Please click here for a list of possible contact options.

What is Cognitive Behavioral Therapy?

Depression, anxiety, and a range of other disorders that have a negative impact on your psychological wellbeing are unpleasant. They can have a negative effect on your ability to work and enjoy life to the full. Cognitive Behavioral Therapy (CBT) adopts practical strategies that can help you to stop undesirable symptoms and regain control. It does not have any side effects and is very unlikely to have a negative impact on your life, apart from the time you need to invest to do it.

Is Cognitive Behavioural Therapy effective?

There is a lot of research that shows CBT to be effective which has resulted in it becoming one of the most widely used talking treatments. It has been proven to be an extremely effective treatment for common conditions such as anxiety and/or depression in addition to panic disorder, agoraphobia and specific phobias.

It can be as effective as antidepressants in mild to moderate depression.

It recognizes you as an expert of your own experiences and places you at the centre of change, empowering you to become your own therapist.

What is the purpose of the assessment?

Based on your answer to the assessment, we can tell you whether a program would be suitable for you. This can also help us track improvements/deterioration in your symptoms as you progress through the program.

Will there be an assessment to help me know if I have gained new skills?

You will have completed a number of questionnaires while signing up to SilverCloud. These questionnaires come from research and show where your difficulties might lie on a spectrum from minimal-mild or from moderate-severe. They help to first establish a baseline score. As you go through the program, you will be asked to complete the questionnaires from time to time. Your scores can be compared against the previous scores to see if there are differences and/or improvements. In this way, you can see what change has occurred.

What does an “interactive and engaging activity” consist of?

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. The worry tree takes you through the process of problem-solving any issues that may be bothering you. You will simply answer each question as it appears, and your answers will determine what the next question is.

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.

What is the role of my “behavioural health coach” and what are their qualifications?

The behavioural health coach is a trained social worker. As you move through the program and explore the tools and content, you can choose to share your journal entries, comments, and tool inputs with them. They will then provide guidance to help you develop a deeper understanding of the program.

Given that the behavioural health coach is a registered social worker, can I rely on them for additional services like counselling?

The role of the behavioural health coach is to support and guide you through the platform. They are not able to provide counselling or other services. If you are interested in receiving additional services then please visit your local family physician.

Are Shoppers Drug Mart pharmacists involved?

At this time, the program is not supported by Shoppers Drug Mart 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 Shoppers Drug Mart 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 this program for a full year after your initial start date.

How do I know if I am eligible for access?

SilverCloud is available through certain employers and benefits providers. Please contact your plan administrator or HR department to see if this applies to you.

SilverCloud can also be purchased directly through PC Health. Please visit pchealth.ca for more details on pricing.

How much does the program cost?

If you found out about SilverCloud through your employer or benefits providers, this service will be available to you at no additional charge.

You can also purchase SilverCloud directly through PC Health. You may be eligible to submit the payment for benefits coverage through your insurance provider. Please visit pchealth.ca for more details on pricing.

Where can I find my access code?

If you found out about SilverCloud through your employer or benefits providers, please contact your plan administrator or HR department to obtain your access code. Alternatively, you can send an email request to healthsolutions@shoppersdrugmart.ca.

If you purchased SilverCloud through PC Health, you will have received an email upon purchase with your access code. If you have not received an e-mail, please contact silvercloud.support@shoppersdrugmart.ca for support.

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.

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.

Can I share my data with my circle of care like a physician or my psychiatrist?

Of course. Those in your circle of care will be interested in reviewing your questionnaire results with you. These are tools that they also use and are very familiar with. You can show them this data by logging into your SilverCloud profile, going to Coach in the top menu, selecting the My Journey tab and then Questionnaires.

Can you refer me to a clinician accepting patients?

SilverCloud is an online solution that does not refer to clinicians. If you are interested in a referral then please visit your local family physician.

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 12 characters
  • Not be a common password, sequence or variation, e.g. 1234, qwerty, password123, p4ssw0rd

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.

If you only have one account on SilverCloud, you can use your email address as your username. If you have more than one account, you will need to create a username.

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 coach will see and know you by your username.

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.com

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