Support

FAQ’s and Support

General

I'm not in a treatment program that offers Wagon. Can I still use Wagon?

While the most common way to use the Wagon is through a treatment program that offers it, you can access Wagon without one. Wagon is offered through League. Create a free League account, search for Wagon and sign up! For a monthly subscription fee, you’ll get use of the Wagon app and the support of a counsellor. A counsellor will help you create a recovery plan that suits your needs, they’ll track your progress and each week, you’ll get a coaching session with that counsellor. You’ll discuss how your week went, what your goals are and how you can cope with the challenges of addiction. Contact Wagon support for more information.

How effective is Wagon? Will it help me stay sober?

Wagon was created to support people with addiction on their quest for sobriety and wellness. It comes from a group of clinicians and treatment centres with over 50 years of experience treatment addiction. Wagon is based on the proven methods such as Cognitive Behavioural Therapy, Dialectic Behavioural Therapy and Positive Psychology.

In our pilot program, Wagon was used in conjunction with a treatment program (Continuing Care, Online Continuing Care, Intensive Outpatient) over four months for 65 individuals. At the end of four months, 72% of patients indicated that they were still abstinent and had no incidents of relapse. Of those who did relapse, 75%  felt that Wagon helped them get back on track.

Of those that completed the four month program, 86% indicated that Wagon helped them follow their recovery plan.

What information does my counsellor see?

Your counsellor views most of the information you put into the Wagon app, like your goals completions, Daily Review responses, commitments, gratitude list, and your coping strategies.

Some aspects of Wagon are private, including your journal, your reminders, and the numbers your program into your SOS section. Your location is also private; while your counsellor will know which locations you identify as “slippery locations”, they will not know if you have been in those locations. Please see Wagon’s privacy policy for more information.

Note: some private features allow you to share your content. If you would like to share content from your journal, you can use the share feature when entering or editing a journal entry. The share feature allows you to send a copy of the journal entry as a text message or email to your counsellor, or friends and family.

I don’t have internet or WI-FI connectivity. Can I still use Wagon?

Yes. Wagon can be used offline and your data (goal completions and Daily Review responses) will be transmitted to your counselor the next time you connect to either WI-FI or enable your data plan.

When you are not connected, your goal and daily review completions are timestamped and saved locally to your device. When you reconnect, the timestamped responses are synchronized with the server showing the actual completion dates in your counsellor’s dashboard. This way, you can be assured that your counsellor will always see your goal and Daily Review completions on the days they were completed – not on the day when you reconnected.

Note: If you are not connected to WI-FI for more than 72 consecutive hours, an alert will be sent to your counsellor. To avoid this from happening, it’s recommended that you let your counsellor know when you will be disconnected for extended periods of time.

Logging In

I signed up for Wagon, but I didn't get my username or password. What do I do?

If you’ve already set up your recovery plan with your counsellor, Wagon will send you an email containing your username and a temporary password. The email is sent to the email you provided to your counsellor.

If you cannot find the Wagon Welcome email, try checking your Junk or Spam folder as it may be sent to that location.

I’ve forgotten my Wagon username. How do I retrieve it?

First, check the email you received from Wagon containing your username and password. If you can’t find or deleted your email,  you can send contact Wagon Support, and we’ll help you out.

I forgot my password. How can I access Wagon?

If you’ve forgotten for password, you can log in and reset your password by following these steps:

    1. Open Wagon. On the  login screen, tap Forgot Password.
    2. In the Username field, type your username.
    3. Tap SEND PASSWORD. A new temporary password will be emailed to you at the email address you provided to your counselor when you set up your Wagon recovery plan.
    4. Tap OK to exit the screen.
    5. When you receive the Wagon Password Reset email containing your new temporary password, open Wagon’s Login screen.
    6. In the Username field, type your username.
    7. In the Password field, type your temporary password. Tip: If you copied and pasted the password directly from the Wagon email, make sure that you included the “!” character at the end of the password. The Login button will not appear without this character!
    8. Tap Login. The Reset Password screen appears.
    9. In the New Password field, type a new password of your choice. Note: Ensure that your new password adheres to the following security conventions. The checkmark beside the password fields will not be enabled until your password successfully adheres to these requirements.
      • Must be 8 to 16 characters in length
      • Must contain at least 1 uppercase letter
      • Must contain at least 1 lowercase letter
      • Must contain at least 1 number
      • Must contain at least 1 symbol

How do I change my password?

You can change your Wagon password any time by following these steps:

  1. In Wagon, go to the Settings screen.
  2. At the bottom of the screen, tap Change password. The Reset Password screen appears.
  3. In the Old Password field, type your current password.
  4. In the New Password field, type a new password of your choice. Note: When changing or typing in your password in the login screen, ensure that your password adheres to the following security conventions. The checkmark beside the password fields will not be enabled until your password successfully adheres to these requirements:
    • Must be 8 to 16 characters in length
    • Must contain at least 1 uppercase letter
    • Must contain at least 1 lowercase letter
    • Must contain at least 1 number
    • Must contain at least 1 symbol
  5. In the Confirm Password field, type your new password again, to ensure you entered it correctly. Your password has now been changed.

Can I change my username?

No. You cannot change your username once your Wagon profile has been set up by your counsellor.

I can’t login because there is no login button on the Wagon login screen.

The Login button will not appear until your password is entered correctly.

  • Must be 8 to 16 characters in length
  • Must contain at least 1 uppercase letter
  • Must contain at least 1 lowercase letter
  • Must contain at least 1 number

My email has changed. How do I change it in Wagon?

To change your email, simply contact your counsellor or the Wagon support team. Either of them will be able to update your Wagon profile with your new email address.

Goals, Daily Review and Reminders

Goals, Daily Review and Reminders

How do I add, edit or remove a goal?

In the Wagon program, you can’t add, edit or remove goals on your own. Wagon was designed to create a supportive and collaborative relationship with your counsellor. To achieve that, we’d like you to discuss any changes to your goals with your counsellor. They will help you to create a recovery plan that supports your individual needs.

If you and your counsellor decide to change your plan, you will be able to see them in Wagon by either “pulling to refresh” your My Plan screen or by moving out of the screen and then returning to it.

How do I edit, add, or remove a commitment?

In the Wagon program, you can’t add, edit or remove commitments on your own. Wagon was designed to create a supportive and collaborative relationship with your counsellor. To achieve that, we’d like you to discuss any changes to your commitments with your counsellor. They will help you to create a recovery plan that supports your individual needs.

If you and your counsellor decide to change your commitments, you will be able to see them in Wagon by either “pulling to refresh” your Commitments screen or by moving out of the screen and then returning to it.

How do I change my abstinence date?

Relapse can happen to anyone, but its important for you to discuss it with your counsellor. Your counsellor will be able to reset your abstinence date and will work with you to create relapse prevention strategies and coping skills so that you can continue to work towards your goals.

As soon as the changes are made, you will be able to see them in Wagon by either “pulling to refresh” your My Plan screen or by moving out of the screen and then returning to it.

I accidentally checked off a goal that I didn’t complete today. Can I correct this?

Yes. If you mistakenly check off a goal, you can add it back to your goals list in the state of uncompleted. To uncomplete a goal, follow these steps:

  1. Ensure you are in your My Plan screen.
  2. To the right of the GOALS tab, tap the COMPLETED GOALS tab. This tab shows all of the goals you have checked off for the current day.
  3. Tap the checkmark beside the goal you want to “uncomplete”. The goal is removed from the COMPLETED GOALS list and added back to your GOALS list.

How do I change the time or turn off notifications for the daily review, goal completion. slippery locations or daily message?

All of Wagon’s default reminders can be removed or edited in the settings screen. Remember, you can set notifications for specific goals in the reminders screen.

I submitted my Daily Review but I want to make changes to it? Can I resubmit it for the current day?


No, once you submit your Daily Review, you cannot resubmit it. The Daily Review is designed to capture your feelings and situations for the entire day, so it is recommended that you complete it as part of the last thing you do each night before retiring.

The goals I’ve checked off for the current week are not showing the correct percentage complete over the last 7 days in my Progress view. Is this correct?

Yes, there may be cases where your goal progress for the last 7 days does not match your goal completions for the current week. This is because your daily and weekly goals in your recovery plan are set up to be completed between Monday and Sunday of each week, while the Last 7 Days timeframe in your progress view calculates the number of goals you have completed in the last 7 calendar days. Therefore, the results may not always match one-to-one.

To illustrate this, let’s look at the following example:
You have a goal, “Go for a walk”, which is set up to be completed 4 days each week. Last week you went for two walks – on Saturday and Sunday at the end of the week, completing 50 percent of the goal target for the week. It is currently Tuesday of the next week. You have gone for a walk on two days – Monday and Tuesday. For the current week, you have completed 50 percent of your goal target; however, if you view your results over the Last 7 Days in your progress view, Wagon will show 100 percent completion for this goal because it sees that you have completed the goal 4 times over the last 7 days – Saturday and Sunday of the previous week, and Monday and Tuesday of the current week.

Remember that the Last 7 Days timeframe of the progress view is designed to give you an idea of how you are doing over that time period — not a snapshot of this week’s progress.

Tip: To see your progress over the entire current week, view the Last 7 Days in your Progress view on the Sunday night, after you have completed all of your goals for the day.

Tip: To see your progress over the entire current week, view the Last 7 Days in your Progress view on the Sunday night, after you have completed all of your goals for the day.

I forgot to check off some of my goals or complete my Daily Review and it is past midnight. Can I go back and complete them?

No. Wagon uses 12:00 AM as the cut-off time for the current day. At 12:01 AM, you cannot complete goals for the previous day. You are now in the next day. Tip: To help you remember to complete your goals or daily review, try setting up a reminder notification at a convenient time for you.

When does my counsellor see my goal completions or Daily Review responses?

As you check off your goals, the completions are individually timestamped and immediately sent to your counsellor’s Dashboard.

Similarly, when you submit your Daily Review for the day, the results are timestamped and immediately sent to your counsellor’s Dashboard.

I’m traveling and my daily reminders to complete my goals and daily review are not alerting me at the correct time. Can I correct this?

Yes. When you travel outside the time zone in which you initially set up your Wagon account, the daily reminders to complete your goals and daily review are not automatically updated to reflect the new time zone. 

However, you can easily change the reminder times to reflect the new time zone using the Settings view of Wagon. From Wagon’s main menu, tap the “Setting” menu option and change the reminder times currently set. 

Don’t forget to change the reminder times back when you return to your home time zone!

Privacy

What personal information is collected by Wagon?

Wagon only collects information from you that is necessary to provide you with supportive coaching and to help you achieve long-term sobriety. The information collected forms the basis of your recovery plan, which includes physical, emotional, social, spiritual and practical goals, and the time frame in which they are to be completed. An example of a goal would be “Attend recovery meetings” and the time frame would be “twice weekly”.  As part of your daily check-ins, Wagon then collects from the patient if the goal was completed and the time frame. Wagon also collects your daily emotions, triggers, and other behavioural information to help you reflect on your day and identify patterns over time.

Wagon does not collect personal health information like your health record or health number, and the only personally identifying information collected is your first name, last name, and email address. 

For more information on the collection or use of your personal information, see our Privacy Policy.

How do you protect my privacy?

At Wagon, your privacy and safety are always the first consideration. We go to great lengths to ensure that you and your data are always kept safe and confidential. Our technology is fully HIPAA compliant and your safety is our #1 priority.

All of your Wagon data is encrypted on our server, and all communication between our software and the server is encrypted. The Wagon app requires you to enter a username and password and allows you to create a unique passcode for extra security. 

Who do I contact if I have a concern, question, or complaint about the handling of my personal information?

You can submit in writing complaints, questions, or concerns, or concerns about the policies and practises relating to the handling of personal information to info@onthewagon.ca.

Can I delete my Wagon information?

We understand and appreciate your desire for removal of your personal information. At any time, you can close your Wagon account which will remove all of your personal information, including your recovery plan and recovery progress data. 

Simply contact your counsellor or healthcare provider and request that your Wagon account be deleted. Please note that once your account is deleted, your Wagon recovery plan and progress information is permanently removed from Wagon’s system and cannot be retrieved. And you will also no longer be able to log into the Wagon app. If you wish to use Wagon again in the future, you will need to contact your healthcare provider to set up a new Wagon account with a new recovery plan.

Contact Support:

888-767-3711

Contact Support:

888-767-3711