What are SilverScript customer service hours?

They are actually available 24/7. My neighbor called them at 3 AM about a prescription refill panic and, to my complete shock, she actually got a live person on the phone who helped her out.

Is there a SilverScript live chat option?

Is there a real one? No. They have something they call 'chat' on the website, but it's just a bot that sends you in circles to the FAQ page, which is the digital equivalent of being put on hold with terrible music.

What's the fastest way to reach SilverScript support?

Just call them. Seriously. I was standing at the pharmacy counter with a line of impatient people behind me when my prescription was denied, and calling was the only thing that got the problem solved right then and there.

Do I need my account number to contact SilverScript?

You don't need an 'account number' like for a bank. They will always ask for the Member ID number printed right on your SilverScript insurance card, so don't go digging for some random number you wrote on a sticky note.

Can I email SilverScript customer service?

You would think so, but you can't just email them like a normal company from this century; you are forced to log into their secure member portal and send a 'secure message,' which honestly feels like you're sending a message in a bottle and hoping it washes ashore at the right department.

Is there a SilverScript mobile app for support?

Yes, but it's not great. The support features are buried deep inside the main Aetna Health app, and trying to find the specific section for my Part D plan felt like a frustrating scavenger hunt designed by someone who has never actually used an app before.

What information should I have ready when calling?

Honestly, just have your member card in your hand. That's it. Everything they need to ask you for verification is on that little piece of plastic.

Why can't they just tell me if my drug is covered?

It's because of the formulary, which is this giant, ridiculously complicated list of drugs that changes all the time, and sometimes the customer service rep is looking at a version that's different from what the pharmacy's system sees, leading to total confusion.

How to Contact SilverScript Customer Service

Navigating SilverScript and Medicare Part D can feel like a full-time job nobody applied for. You are likely dealing with rejected claims at the pharmacy, confusion over the coverage gap, or just trying to figure out why your premium went up. Trustpilot is full of folks venting about these exact billing disputes and technical support loops. You can reach them primarily by phone, though some options exist via the CVS Caremark portal. Check their official site at Visit SilverScript. It is giving very much "waiting on hold for Taylor Swift tickets" energy, except without the fun concert at the end. Here is how to cut through the noise and get help.

Last Edited on 29 Dec, 2025

Olivia Harper, Senior Content Manager

9 min read

Different Ways to contact SilverScript

Contact Method	Details & Availability	Best For
Phone (General)	1-866-235-5660 (24/7 availability)	Urgent prescription issues
TTY/TDD	711 (24/7 availability)	Hearing impaired support
Secure Member Portal	Caremark.com (24/7 self-service)	Checking claim status
Mail (Grievances)	P.O. Box 30006, Pittsburgh, PA	Formal complaints & appeals

Customer Support Channels

📞 Phone Support

This is the primary way to get anything done. Since SilverScript is a CVS Health company, the lines are busy, but they are open around the clock.

Department	Phone Number	Hours (Timezone)
Customer Care	1-866-235-5660	24 hours a day, 7 days a week
Enrollment	1-866-552-6106	8:00 AM – 2:00 AM ET
TTY	711	24 hours a day, 7 days a week

📧 Email & Secure Messaging

Direct email is not really a thing here due to HIPAA privacy laws. You cannot just shoot them a message from your Gmail.

Purpose	Method	Notes
General Inquiries	Secure Message Center	Log in to Caremark.com to send a secure note.
Paper Trail	Snail Mail	Best for legal records or formal grievances.

💬 Live Chat

Where to access: CVS Caremark Portal (after logging in)
Steps to access: Log in, look for the "Help" or "Contact Us" tab at the top right.
Types of problems: Basic coverage questions and finding network pharmacies.
Escalation: It often starts with a bot but can transfer to a human agent during business hours.

📱 In-App Support

Platform: CVS Caremark App (iOS, Android)
Steps: Download the app, sign in with your SilverScript ID, and navigate to "Contact Us" in the menu. It is surprisingly decent for checking drug costs.

Estimated Response Times from SilverScript

Method	Expected Wait Time
Phone	15–45 minutes (Longer during enrollment season)
Secure Message	24–48 hours
Mail	30 days (Standard for formal grievances)
App	Instant for data, slow for support

Tips to Reach Support Faster from SilverScript

Call very early or very late. Since they are open 24/7, calling at 11 PM or 5 AM ET is your best bet to skip the queue.
Use the "Caremark" keyword. SilverScript is the plan, but the backend is CVS Caremark. If you get stuck, ask for Caremark support.
Have your ID ready. The automated system will not let you pass without your Member ID number.
Press '0' or say 'Representative'. You might have to say it three times. It is annoying, but it works.

Before You Call: What to Have Ready

Don't waste your time. Before you call, make sure you have your account number and the specific drug name handy. Trust me, they will ask for it immediately.

Your Member ID Number: It is on the front of your red and white card (starts with S).
The Prescription Name: Know the exact spelling and dosage if you are calling about a denial.
Pharmacy Phone Number: If you are at the counter, have the pharmacy's number ready so the agent can call them directly.
Date of Service: If you are disputing a charge, know exactly when it happened.

Where to Quickly Solve Problems with SilverScript

If Your Problem Is...	The Best Contact Method Is...	Pro Tip
A Denied Claim	Phone (1-866-235-5660)	Ask for a "Coverage Determination" immediately.
High Copay	CVS Caremark App	Use the "Check Drug Cost" tool to see if a generic is cheaper.
Lost ID Card	Website (Caremark.com)	You can print a temporary card instantly online.
Filing a Complaint	Mail (Grievance Dept)	Written complaints carry more legal weight with Medicare.

Additional Helpful Links for SilverScript

How Pine AI Can Help You Save Time Contacting SilverScript

Pine AI cancels your SilverScript subscription fast, secure, and free. Save time today with just a few clicks. If you are trying to switch plans or cancel a policy that you no longer need, navigating the Medicare phone tree is a nightmare. We handle the disconnection process for you so you do not have to listen to hold music for forty minutes.

Frequently Asked Questions about SilverScript

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Olivia Harper

Senior Content Manager

Olivia Harper leads the Content at Pine AI, where she leads the creation of practical, user-first guides on navigating and cancelling subscription services. With more than a decade of experience in consumer advocacy and digital content strategy, Olivia specialises in simplifying complex service terms so readers can make informed financial decisions. Her work has been featured in Digital Consumer Reports and other leading consumer platforms, has helped thousands of users save money, avoid hidden fees, and regain control over recurring charges.