Support
When something goes wrong, talk to a person.
HelMed runs on your own machine, so most problems are solved on that machine. Here is how to reach us and what to have ready.
How to reach us
Support channels.
Phone
Hours
Monday to Friday, 9am to 5pm (Beirut time), in Arabic, English or French.
Updates are included in the annual licence. Call or message us during those hours; a WhatsApp message with a photo of the screen is usually the quickest way to get a problem solved.
Reporting a problem
What to tell us.
Sending these four things with your first message usually saves a day.
- Which screen you were on — point of sale, purchase invoices, reports, and so on.
- What you were doing — the steps that led to it, in order.
- What happened instead — a photograph of the screen, including any message, is ideal.
- Your version — HelMed 1.0.0, engine 1.4.5, database schema v26, unless you have been told otherwise.
Before any repair work, take a backup. HelMed includes backup and restore for the local database. If your pharmacy is still selling, keep working — the software does not need us to be online with you.
Common topics
Things people ask support about.
Backups and restoring after a computer failure
HelMed includes backup and restore for the local MySQL database, so you can take copies of your data and put them back on a working machine.
Server backup keeps a copy off the premises, for the case where the computer itself is gone. It is included with Standard + AI.
We recommend a local backup at the end of every working day, saved to a USB drive that does not stay next to the computer. To move onto a new computer, install HelMed there and restore your latest backup; HelMed takes a safety copy by itself before every restore. If the computer is gone and you have Standard + AI, call or WhatsApp us and we restore your encrypted server copy with you.
Updating to a newer version
Run the newer installer as administrator on the same machine. It upgrades in place and preserves your database, backups, uploads and settings. See the install steps.
Licence activation
The annual licence is signed for your branch and tracks device status, which is one of the few things that needs a connection.
When you buy or renew, we give you an activation code and connect HelMed to your licence. A branch licence covers up to two computers. If a licence expires, selling, stock and accounts keep working; only the online services — AI invoice reading, the mobile app and server backup — pause until it is renewed. Replacing a computer? Message us: we release the old one and send you a new activation code.
Ministry price synchronisation
HelMed ships with the Ministry of Public Health medicine list — 10,819 medicines, marketed and non-marketed — and synchronises published prices directly into your database. This needs a connection while it runs; nothing else does.
Migrating from another pharmacy system
Products, stock, suppliers and client balances can be migrated from older Lebanese pharmacy software. Contact us before you install so we can look at what you are running now.
It costs nothing when you switch to HelMed. Send us a copy of your current system’s data first; we tell you exactly what can be brought across, then move it in for you and check the figures with you before you start selling.
Adding employees and controlling what they can do
Each employee gets their own account, and roles control access. This is set up in Users & Roles inside the application.
The mobile app
The mobile app connects to your HelMed system and shows the dashboard, your stock alerts and your reports. It is a view onto the system — selling, stock and invoicing stay on the desktop.
It comes with both Standard and Standard + AI. We send you the app ourselves and set it up on your phone with you; you sign in with your pharmacy code and your own HelMed username. The app reads live from the pharmacy computer, so if it will not connect, check that the computer is switched on and online.
Not a customer yet?
Message us to buy a licence. We email your installation package, move your existing data across, and set it up with you.