Support
Solace365 is a wellbeing and recognition app for care and human-services teams. Your employer provides it to you, so your organization’s Solace365 administrator is the fastest way to fix almost anything on this page. They can create your account, reset it, and change what your team sees. Usually that is someone in your HR or leadership team.
Signing in
I don’t have an account. There is no public sign-up, and that is deliberate. Accounts are created by your organization so that a stranger cannot join your team’s space. Ask your administrator to add you.
I forgot my password. Choose Forgot it? next to the password box on the sign-in screen. A reset code is emailed to the address your organization registered for you. If it does not arrive within a few minutes, check your spam or junk folder first.
My invitation email never arrived. Check spam and junk. If it is not there, ask your administrator to send it again. Invitations expire, so an old one may simply have run out.
It says my account is disabled. Only your organization can turn an account back on. Contact your administrator.
Using the app
The app shows nothing when I open it. Solace365 loads the live service, so it needs a connection to start. If you are somewhere with no signal it may not open until you are back online. Once you have used it on a device, previously opened pages will still appear.
I’m not getting notifications. Check that notifications are allowed for Solace365 in your phone’s settings, and that they are switched on in the app under your profile.
My coins or rewards look wrong. Your administrator sets what rewards cost and what each action earns, and can change them. Ask them first — the answer is usually a setting rather than a fault.
Your privacy
Your daily check-in is private to you. Your individual answer is never shown to your supervisor or administrator, and anything you write in a reflection or say to Lumen is not shown to them at all. The privacy page explains this in full, including what your employer can see.
To correct or delete your information, contact your organization’s administrator. Your employer controls the account and the data in it. You can also delete your account yourself in the app: Profile › Settings › Delete my account.
If you need help right now
If you or someone else is in immediate danger, contact your local emergency services.
Solace365 shows your own organization’s crisis line, employee assistance line and support contacts inside the app, under Support. Those are entered by your organization, so they are the numbers meant for your team and your country. If that section is empty, your organization has not added them yet, and your administrator is the person who can.
Lumen, the companion in the app, is not a therapist and does not diagnose. It will always point you to a real person rather than try to handle a crisis itself.
Contact
Support for Solace365 is handled by your own organization. Your administrator can reach the Solace365 team directly on your behalf, and they can act on your account straight away where we cannot.