Skip to content

Create an account

Sign in
HekimBis home

Help center

Where do you start when you are stuck?

For most questions, the right answer is in the topic categories or in the frequently asked questions below. If you cannot find it, open a support request; we state clearly when it was picked up, by whom, and whether a patient record was touched.

Open a support request

8 topics

How does a support request move forward?

For a problem that needs a patient record, access opens only with the clinic's approval, for a limited time and masked.

Clinic user04End

Resolution and closure

The request closes once solved and can be reopened if needed.

  • The process is complete here.
4 / 12

All steps

  1. 01 Request opened (Clinic user) Topic, branch, and error details are written.
  2. 02 Triage (Support) The request is routed by topic and urgency.
  3. 03 Response (Support) Support replies; most requests are resolved without touching a patient record.
  4. 04 Resolution and closure (Clinic user) The request closes once solved and can be reopened if needed.

Alternative path from 03 Response; it returns to the main flow at 04 Resolution and closure.

  1. 03a Patient record needed (Support) It is determined that resolving the issue requires record access.
  2. 03b Clinic approval (Clinic approver) The clinic's approver confirms scope and duration.
  3. 03c Time-limited, masked access (Support) Opens with narrow scope and a time limit, is audited, and closes on expiry.

Alternative path from 03 Response; it returns to the main flow at 04 Resolution and closure.

  1. 03a Not approved (Clinic approver) No access is opened; support proceeds with the information at hand.

04 Resolution and closure

A support specialist on a headset writes a request note in a quiet office.

When and how does the support team reach a patient record?

Access begins with a recorded support case that states its reason. An authorized person at your clinic approves the scope and duration, and the selected organization, branch and screen scope opens for a time that ends on its own.

In a support session, patient information is masked by default and only minimal data is shown; export and bulk search are off. Every access is recorded immutably and shown with a summary the clinic can see.

The support team has no standing access to patient records.

Security

Frequently asked questions

FAQ
How do I sign up?

You start with a name, e-mail, phone and password, verify your e-mail and phone, enter business and invoice details and begin the seven-day trial.

I forgot my password.

Use the password reset link on the sign-in screen; a short-lived, single-use verification is sent.

What happens when the trial ends?

The trial space becomes read-only. Real patient data is entered only after activation; trial data is sample data and is deleted after a waiting period.

How do I change my plan?

A move to a higher plan takes effect immediately and your data does not move. A move to a lower plan applies at the end of the period, and an impact preview is shown before the change.

How do I add a new user or role?

An authorized administrator invites the user and gives them a role and branch scope. The role and branch scope are verified on the server.

A reminder message did not reach the patient.

The patient's channel consent, quiet hours and, for commercial messages, IYS status are checked; if there was a delivery failure, the message is retried and recorded.

A result from a device does not appear on screen.

Check the Edge Connector status and the connection test; during an internet outage data waits in the local queue and is sent when the connection returns. Results that do not match wait in quarantine for human review.

Can I migrate data from my old system?

Yes, with file mapping, a trial run and reconciliation. Real patient data is migrated after your organization is verified.

Can I export my data?

Yes. There is an encrypted export with an audited scope for the authorized owner, and it is not restricted in any plan.

Can the support team see my patient records?

There is no standing access. When needed, it opens with a recorded request, the approval of an authorized person at your clinic, a narrow scope, a time limit and masking, and every access is written to the audit log.

How do I update my invoice details?

The organization's administrator updates business and invoice details in the subscription settings.

How do I open a support request?

Open a request with the form on the contact page or by support e-mail; describe the topic, the affected branch and any error message. Do not include patient names, ID numbers or clinical details.

Support team

Keep reading

Related pages

Solutions and process

Company and support