Support: help for the equipped pharmacy.
The FAQ, printable guides, the changelog and customer support contact, all in one place.
Where to start
- FAQThe questions we're actually asked: phone switchboard, Nexum Pro, delivery, security and data, pricing.
- Guides and downloadsBox installation guide, counter poster, patient leaflet: documents to print, in PDF.
- Product updatesThe dated changelog, with the status of each update.
- Integrations and softwareWhat connects to Nexum: management software, the pharmacy's tools.
- Security and dataHosting, encryption, what remains the pharmacy owner's responsibility.
- Contact supportAn incident, an invoice, a question about the pharmacy's setup: the message goes out with the subject line "Customer support".
How to get help
Three steps before writing to the team.
1. Check the FAQ
Most questions — phone switchboard, Nexum Pro, delivery, pricing — already have an answer.
2. Write in, with the pharmacy's name and software
The pharmacy's name and the management software used let the team answer faster, with no back and forth.
3. Get a reply from the team
Reply by e-mail or by phone, according to the preference given. Timeframe.
Frequently asked questions about support
The phone switchboard or Nexum Pro isn't working as expected, what should I do?
Each product's dedicated FAQ (phone switchboard, Nexum Pro) covers installation, compatibility with the management software and getting started. If the answer isn't there, the pharmacy writes to support giving its name.
Where can I find the box installation guide or the counter poster?
On the Downloads page: the Nexum box installation guide, the patient counter poster and the patient leaflet, all in PDF.
How do I know what's changed on my Nexum account?
The changelog lists, with dates, every update shipped for the product, with its status (available, rolling out, under review…).
A question about the security or hosting of my pharmacy's data?
The Security and data page details hosting, encryption and what remains the pharmacy owner's responsibility. For a specific case, support answers directly.
How quickly does support respond?
By e-mail or by phone, whichever the pharmacy prefers. A pharmacy whose switchboard no longer picks up is handled as a priority. Giving the pharmacy's name and its management software in the message speeds up the reply.
A question left unanswered?
A message to the team with the subject line "Customer support": the pharmacy's name, its management software, and the question asked.