Questions & answers

We’ve designed Clic to be as easy as possible to use, but we know you may still have questions. Check the most common questions about the platform below, and if you’re still looking for more information, you can always reach out to our team by emailing [email protected].

About Clic​

What is Clic?

Clic is a safe online community to support everyone with their mental health. It provides a platform for mutual support so that everyone can chat and connect peer-to-peer online and thrive

Who is Clic for?

Clic is for everyone over the age of 18 who needs it. It is open 24/7 and has already helped thousands of people feel less lonely and isolated, while signposting them to mental health information and support.

What can people do on Clic?

Whether you’re looking for information about mental health, support to manage your symptoms, or contact information for local services, you can find useful links and resources once logged into Clic.

Connect with others on the things that matter to you via our Clic Chat and Forums. Access a host of mental health information, tools and resources for yourself and others on our Information & Support pages. Ask questions of our expert panellists during live Q&A events and use our Mood Tracker to better identify, understand and manage how you’re feeling.

You can also join one of our bespoke communities such as the Parenting Hub, connecting people on specific areas of interest.

How much does it cost?

Nothing. Clic is provided free of charge by Mental Health UK. So why not get started and Sign Up today.

Is Clic for all ages?

You must be over 18 to use Clic. This is because some content may be inappropriate for those under the age of 18. Anyone under the age of 18 found using the site will have their account removed.

Some community sites on the platform may be open to under 18s, however this is at the discretion of, and managed by, the organisation providing the community site in partnership with Mental Health UK. Where under 18s have access to a community site, they will not be provided with access to the main Clic platform.

How is my data protected?

Mental Health UK takes great care to safeguard and preserve the privacy of Clic users. Please rest assured that we will never sell your details to any third party.

Any data you share with us as a condition of using Clic is managed according to our Privacy Policy.

Who is responsible for Clic?

Clic is brought to you by Mental Health UK. We’re the only mental health charity that works UK-wide, bringing together four charities with 50 years’ heritage and experience to delivery services and programmes that enable and empower people to understand and manage their mental health.

Getting Started

How do I sign up?

Signing up is easy. Just click Sign Up in the top right corner and create your account.

Once you’ve created your account, you will have access to Clic, but you won’t be able to post until you verify the email address you signed up with. Check your email inbox and follow the link we’ve sent you to confirm your account.

Why am I being asked for my telephone number and address?

At Clic, we take our safeguarding responsibilities seriously. Should our moderators feel you are at risk of causing harm to either yourself or others based on what you post on Clic, they are trained to contact emergency services to request a welfare check. In this instance, we will pass on your contact details including telephone number and address to emergency services to enable them to carry out that check.

Your personal data is kept secure and can only be accessed by an administrator or moderator for this purpose. Any use of personal data is set out in our Privacy Policy. Rest assured that we will never sell your details to any third party.

Mental Health UK reserves the right to permanently exclude any user who is found to have provided false contact details upon signing up to Clic.

I can't log in?

Firstly, make sure that you are using either the username or email you signed up with and the correct password. If you can’t remember your password, you can reset it. Follow the instructions under “Can I change my password?” below.

If you are getting a message that your account as expired, that’s because the email verification link that we sent you when you signed up is no longer valid. Follow the instructions under “I logged into Clic but it says my account has expired, what can I do?”.

If none of these things work, send us an email at [email protected] and we will look into the issue for you.

I didn't get an email?

Check your “junk” or “spam” folders as verification emails can sometimes end up here rather than your inbox. If you still can’t find it, click the “re-send” email link at the top of your dashboard when you log into Clic.

If none of these things work, send us an email at [email protected] and we will look into the issue for you.

My password isn't working?

To re-set your password, click Log In in the top right corner and then click the Forgotten Password button. You will be asked to enter the email address linked to your account and will receive a follow up email with a link to re-set your password.

I logged into Clic but it says my account has expired, what can I do?

In line with our Privacy Policy and for security reasons, we delete any user accounts that have not been verified after 14 days. Unfortunately, this means that you will have to sign up again – just click Sign Up in the top right hand corner.

Can I change my username?

Unfortunately, you cannot change your username, but you can change your screen name that people see when you post on Clic.

Once logged in, click on your username initials in the top right corner of the dashboard, go to Profile, then Edit. Select your new screen name and click Save.

Can I change my profile picture?

Yes. Once logged in, click on your username initials in the top right corner of the dashboard, go to Profile, then Change Profile Picture. Upload the photo you would like to use (making sure it is in line with our House Rules) then click Save.

Can I change my email address?

Yes. Once logged in, click on your username initials in the top right corner of the dashboard and go to Settings. Change the email associated with your account and click Save.

Can I change my password?

Yes. Once logged in, click on your username initials in the top right corner of the dashboard and go to Settings. Click the Generate Password button which will send you an email to reset your password. Follow the instructions in the email.

Can I access Clic from my mobile or tablet?

Yes, although it isn’t yet an App, Clic has been designed to be mobile- and tablet-friendly with the screen and layout adjusting to whichever device you are accessing the site on.

How does the Mood Tracker work?

The Mood Tracker is a simple to use feature that tracks your mood with a straightforward colour emoji system. This allows you to identify and understand your mood and think about what is influencing it to better manage your lifestyle choices.

The Mood Tracker will appear at the top of the Dashboard (Home Page) when you first log into Clic. Simply select a colour emoji from red (bad) to green (super) and click Save for Today.

You can access the Mood Tracker from the Toolbar on the left hand side of the screen at any time if you want to change your answer or review how you’ve been feeling over the past week, month or year.

Remember, we all have good days and bad days, so it’s perfectly normal to see a mix of colours on your Mood Tracker. If you are seeing a lot of red however, and are concerned about your mental health, there is support available. Find the right support for you by following the links below:

Find local support and help

Get urgent help

What does adding a friend do?

Clic is designed to help people connect with one another and build a supportive community that helps people feel less isolated and alone. Adding another user as a friend shows them that you understand what they are going through and care. It is a powerful gesture of solidarity designed to let people know that they are not alone.

Why do profile images feature different coloured rings?

The different coloured rings around profile pictures help to distinguish different Clic users:

Blue (Clic moderator) – Our friendly moderators make sure that the Clic community is supportive and safe. They contribute to conversations where needed, signpost users to further support and review posts 24/7 to make sure they comply with our House Rules.

Purple (Clic volunteer) – Clic volunteers support the wider community by starting conversations, welcoming new users and responding to posts. Like all users, they have an important role to play in keeping Clic safe and can Flag content which they feel doesn’t abide by the House Rules.

Green (new user) – A green ring means someone is new to Clic and has decided to let the community know. If you see someone with a green circle, say hello and make them feel welcome!

Yellow (frequent user) – A Clic veteran! Users who regularly contribute to Clic will see a yellow ring around their profile image.

How do I turn notifications off?

Sometimes you want to get an email notification when somebody replies to you on Clic, and sometimes all the emails can be a bit too much.

You can control how and what notifications you receive by clicking on your username initials in the top right corner of the dashboard, go to Settings, then Email. Select your notification settings and click Save.

Safety and Moderation

What are the rules for using Clic?

To be part of the Clic community, we ask users to abide by our House Rules. Anyone who is found to be regularly in breach of these rules may be removed from Clic.

How safe is Clic?

Clic has been created by Mental Health UK to be a safe and supportive online environment for people to share their experiences and connect with others. We want our users to have the best experience on Clic, which is why the platform is moderated 24 hours a day, 7 days a week. We ask all users to support us in creating a safe environment by being kind and respective to other users when posting and following our House Rules.

We want Clic to be a place where users feel comfortable to post their experiences or how they’re feeling. However, there may be times where we must remove a post because it is against the House Rules and/or we deem it to be potentially triggering or harmful to other users. If we remove a post, we will contact you via email with our reasons for doing so and refer you to the relevant section of our House Rules.

Users can help us to keep Clic safe by Flagging posts they deem inappropriate to be reviewed by our moderators. Users who regularly breach our rules may be removed from Clic.

Can other users see my personal details?

No. Other users can only see your public information – i.e. your username, profile picture, screen name and anything that you have put in the “about me” section on your profile.

Personal data including your name, telephone number, email and address can only be accessed by our moderators in cases where they believe there is an immediate risk to life and are asking emergency services to carry out a welfare check. For more information on how we manage your personal data, see our Privacy Policy.

Can I private message other users?

No. While we understand that Clic users may build connections with each other and wish to chat away from other users, we do not permit this on Clic. This is to ensure the safety and comfort of our users by ensuring that all posts can be reviewed by our moderators to ensure they abide by the House Rules. Users can tag other users in posts on Clic Chat by using @ and the username of the person they are messaging.

What can I do to stay safe on Clic?

The easiest way to stay safe on Clic is to read and follow our House Rules. These have been developed with Experts by Experience to help us ensure that Clic remains a safe and supportive space for all.

What should I do if I'm worried about another user?

Thanks for caring about your fellow users. The easiest and best way to keep Clic and safe and supportive environment is by being there for each other.

If you are concerned about another user based on something they have posted, please Flag their post so that it comes to the attention of our moderators quickly. Alternatively, please send an email to [email protected].

How do I flag another user's post?

To flag another user’s post, click the Flag icon in the bottom right corner of their post, Select the reason for reporting and click Send Report.

All comments that are flagged are removed from the platform for other users whilst being reviewed by moderators.

How do moderators respond to flagged comments?

All flagged comments are seen by our moderators who decide how to respond based on our internal Moderation Guidelines.

Firstly, the moderators will review the flagged comment and decide whether it breaks our House Rules or not. If they are happy that the comment is within the rules, they will allow it to go back onto Clic.

If a comment goes against our House Rules, it will be removed permanently from Clic and an email sent to the user who posted explaining why where possible.

If, based on the flagged post, a moderator is concerned that there is a safeguarding issue or immediate risk of the user causing harm to either themselves or others, they will contact emergency services to carry out a welfare check.

If a user is considered to be in constant breach of the House Rules then they will be suspended or permanently excluded from Clic.

Who moderates Clic?

Clic is moderated by our team at Adferiad Recovery, Mental Health UK’s founding charity in Wales. The team are trained to provide emotional support to people struggling with their mental health and follow clear moderation guidelines and instructions.

How does abuse of the system get managed?

Clic was developed as a mental health platform for mutual support so that everyone can chat and connect peer-to-peer online and thrive. We have a zero-tolerance policy to any form of bullying, harassment or victimisation on our page, be this to other users or to Mental Health UK moderators.

Our House Rules outline what we expect of users in terms of behaviour towards others on the platform and what can and cannot be posted. Anyone found to be in consistent breach of the House Rules may be suspended or permanently excluded from Clic.

Suspension from the platform is at the discretion of our moderators. Decisions around permanent exclusion will be made by Mental Health UK in consultation with our moderators.

I have been suspended or permanently excluded from Clic. Can I appeal?

You may appeal by sending an email to [email protected]. Mental Health UK reserves the right to not engage with users regarding our final decision.

How does Clic respond to people in danger of harming themselves or others?

At Clic, we take our safeguarding responsibilities seriously. Our moderation procedures go beyond reviewing content posted on the platform.

If a moderator is concerned that there is a safeguarding issue or immediate risk of the user causing harm to either themselves or others, they will contact emergency services to carry out a welfare check.

I'm in a crisis - what should I do?

If you or someone you know needs urgent support for their mental health:

  • Call Samaritans on 116123
  • Text “Shout” to 85258

Both services provide someone to talk to, 24 hours a day.

If your life or someone else’s is in imminent danger, call 999 or go to your nearest Accident and Emergency (A&E) department.

Technical Issues

Why has my post or comment disappeared?

If your post or comment has disappeared, then it is likely because it has been flagged for review by either a moderator or another user, and a decision has been taken by our moderators that the content was against our House Rules.

When a post has been removed, our moderators will endeavour to send an email explaining why, however this may not always be possible, especially at busy periods. Mental Health UK reserves the right to not engage in a discussion with users about why individual posts or comments have been removed.

I have a suggestion for how to improve Clic?

Brilliant! We love to hear suggestions from our community on Clic. You can either create a post in our Suggestions forum or send us an email at [email protected]

How do I delete my account?

We’re sorry to see you go. Send us an email at [email protected] including your username and we will delete your account.

 

Updated: November 2022