Solace365 Support
How can we help?
Solace365 is made by Solace Group. Your employer gives you your account, so your organization’s Solace365 administrator can fix most things fastest: adding you, resetting your account and changing what your team sees. For anything else, email us.
Contact us
Email admin@solace365.com. We reply within 2 business days (Monday to Friday, US time).
Tell us your organization’s name, what you were doing and what went wrong. Never send your password.
Signing in
I don’t have an account.
There is no public sign-up. Your organization creates accounts, so a stranger cannot join your team. Ask your administrator to add you.
Where do I sign in?
Open app.solace365.com on any phone, tablet or computer and sign in with the account your organization gave you. You can add it to your home screen like an app.
I forgot my password.
Tap “Forgot it?” on the sign-in screen. A code is sent to the email your organization registered for you. Check spam if it does not arrive in a few minutes.
My invitation never arrived, or it expired.
Check spam, then ask your administrator to send a new one.
It says my account is paused.
Only your organization can turn it back on. Ask your administrator.
Using the app
The app is blank.
Solace365 needs an internet connection to start. Try again when you are back online.
I don’t get notifications.
Allow notifications for Solace365 in your phone’s settings, and check they are on in the app: open your profile, then Settings, then Notifications.
Someone posted something hurtful.
Press and hold a message and choose Report, or use Report post on a Community post. You can also tell your administrator or email us.
Is there a video that shows me how?
Yes. Once you’re signed in, open How-to videos from the app’s menu for short walkthroughs.
Coins and rewards
How do I earn Solace Coins?
By checking in, thanking coworkers, finishing challenges and other everyday actions your organization chooses. How you feel never changes what a check-in earns.
My coins or rewards look wrong.
Your administrator sets what rewards cost and what each action earns. Ask them first. If it still looks wrong, email us.
Can I swap coins for money?
No. Solace Coins have no cash value and can only be spent on the rewards your organization offers. Read the terms
Lumen
What is Lumen?
Lumen is an AI companion in the app. You can talk through a rough day, wind down, or get help finding the words for a thank-you. It is not a therapist and does not diagnose. More about Lumen
Can my employer read my Lumen chats?
No. Lumen conversations are kept for 30 days so you can pick up where you left off, then deleted. You can delete them yourself at any time.
Privacy and your data
Who sees my check-in?
Only you. Leaders see group totals, and only for groups of 5 or more people. If you ask for someone to reach out after a check-in, the trained contact your organization chose can see that one check-in.
Can I get a copy of my data or correct it?
Yes. Email admin@solace365.com from the address on your account, or ask your administrator. Read the Privacy Policy
Your account and deletion
How do I delete my account?
Email us with the subject “Delete my account”, or ask your administrator to send the request. You don’t need the app installed. See the steps
Is suspending my account the same as deleting it?
No. Suspending pauses your account, but your data stays. To delete your data, ask us to delete your account. Delete your 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 in the app, under Get support. Your organization enters these, so they are the right numbers for your team and your country. If that section is empty, ask your administrator to add them. Lumen is not a therapist; if something sounds like a crisis, it points you to real people.
Solace365 is a wellbeing tool, not medical care. It is not a medical device and is not for emergencies. If you or someone else is in danger, contact your local emergency services.
Staff: sign in
Open the app at app.solace365.com and sign in with the account your organization gave you.
For organizations
Interested in Solace365 for your team? Talk to us or email admin@solace365.com.