Frequently asked Questions
Subscription
The SilentCloud App costs EUR 14.99 per month or EUR
74.95 per 6-month
subscription
You can cancel your subscription in the Google Play Store or
Apple
Store.
You cannot cancel the subscription within the SilentCloud App. Deleting your account in the settings
of
the SilentCloud App will not cancel your subscription.
You can subscribe after completing “All about tinnitus” and
your ENT
Form
was processed by your Tinnitus Expert. Then you will see the subscription tile on your Activity
screen.
Data Privacy & Account deletion
Please go to the settings in the app, and select “Delete
account”
Please go to the settings in the app, and review the
Data
Privacy and
Terms.
Yes. Please go to the settings in the app, and
withdraw your agreement to
the Data Privacy and Terms. Note that this will stop the app from working.
Installation & registration
Yes. You will need to register to use the SilentCloud App.
The SilentCloud App is available in all official
languages in your country
of residence. The App uses the same language as your phone. If that language is not available,
International English will be used.
SilentCloud is available in Belgium, The Netherlands, and
Italy.
Additional countries will be added in the future and the App will become visible in your country’s
download platforms.
The SilentCloud App will link you with a Tinnitus expert
and
an ENT in
your area, therefore we ask you for your country of residence.
The validation code is sent by SilentCloud to the email
you
used for
registration. Depending on the email provider and spam filters settings in your computer, the email
may
get filtered into your spam folder.
In accordance with EU laws all apps that handle personal
data
require your
acceptance of these policies. The app cannot be used otherwise.
If you declined push notifications during the app
installation, you can
activate them manually in your phone settings.
Go to the login screen, click on “Forgot password”. A new
one
will be
sent to your email address on file.
Android 9 or iOS 14.5
You can change the language in your phone settings and
the
app will
operate in that language if it is available. Otherwise, the app will use English.
ENT Form
The ENT Form is sent by SilentCloud to the email you used for
registration. Depending on the email provider and spam filters settings in your computer, the email
may
get filtered into your spam folder. The password is shown in the messaging tool in SilentCloud. Go
to
“Messages” in your Activity Screen to retrieve the password. You’ll be asked to enter this password
when
you open the ENT Form.
The ENT Form is the prescription for SilentCloud therapy.
The ENT form can be opened in Adobe Acrobat Reader.
Don’t
forget, you’ll
need the code
provided in the app message tab to unlock the file.
The ENT Form was sent by email to the address you used to
register in the
app. If you can’t find the email again, please contact your Tinnitus Expert using the message tab in
the
app.
Therapies
The therapies are available for subscribers only.
However, the Education
and Counseling content available in the “All about Tinnitus” module is free.
Your Tinnitus Expert has defined the recommended
duration of therapy and
programmed the timer accordingly. This is likely between 2 to 4 hours per day. Keep in mind that you
can
break up your sound therapy into multiple sessions with a minimum length of 1 hour each.
The system provides one new section per day, which
should
take about
15-20 minutes.
From your home screen, tap “Your Counseling Therapy”. All your open sessions are shown with a dark green box. Scroll down to find the latest available one.
Please send a message to your Tinnitus Expert using the
“messages” tab.
Troubleshooting
When a questionnaire is started, it has to be finished in
one
session.
This is to ensure the results capture one point in time. SilentCloud detects if a questionnaire was
paused for more than a day and asks you to restart it.
The clinic information is sent by SilentCloud to the
email
you used for
registration. Depending on the email provider and spam filters settings in your computer, the email
may
get filtered into your spam folder.
You can also find the clinic information in the app settings (upper right corner in Activity screen)
Your Tinnitus Expert is asking you to complete a questionnaire
because
they would like to know how you are doing and may want to make changes to your sound therapy. Please
proceed with the requested task.
Please check your volume buttons and your headset.
You can access and repeat all completed sections by going
to
the
Counseling and Exercise buttons at the bottom of your Activity screen
Please report it to your Tinnitus Expert or clinic
Call
Center.
Please report it to your Tinnitus Expert or clinic Call
Center
New phone & moving
Yes, but you cannot be logged in to your SilentCloud
account
on two
phones simultaneously. Log out on the first device before you sign in on the second device.
No, you just need to make sure the SilentCloud App is installed
on
the
new phone. Open SilentCloud and login using your registered email and password. You can continue on
your
SilentCloud journey from where you left off
No, you just need to make sure the SilentCloud app is installed on the new phone. Open SilentCloud and login using your registered email and password. You can continue on your SilentCloud journey from where you left off
Yes, you can. The Tinnitus Expert you selected remains
based
on your
previous address and will be able to support you remotely.
First confirm that the SilentCloud App is available in
your
new country.
If so, you have two options:
- Open the app and create a new account (registration) using a different email.
- Go in settings and delete your account. CAUTION: this will delete all your data. Open the app and proceed with registration. You may use the same email address as before.