Troubleshooting
Contact Support
How to contact HeartLab support for clinical and technical issues.
Contact HeartLab Support
HeartLab has a dedicated Customer Support team available to assist with:
- Technical issues
- Clinical workflow questions
- Account access problems
- Integration troubleshooting
- Performance or connectivity concerns
Recommended: Submit a Support Ticket
The fastest and recommended way to contact HeartLab Support is through the HeartLab platform.
To submit a support ticket:
- Sign in to HeartLab.
- Click your username in the top-right corner.
- Select Contact Support.
This will open the HeartLab Support Form.
- Complete the required fields and provide as much detail as possible, including:
- What happened
- Where the issue occurred
- When the issue occurred
- Screenshots or browser logs if available
- Relevant study links where appropriate
Example:
https://anz.heartlab.com/study-view/...
Providing screenshots, timestamps, reproduction steps, and browser logs helps HeartLab Support investigate issues more efficiently.
Do not include patient-identifiable information unless specifically requested as part of approved clinical support procedures.
Urgent Support
For urgent clinical or technical concerns, contact HeartLab directly by phone:
- Australia: +61 7 3155 4461
- New Zealand: +64 9 930 5892
- United States: +1 616 258 2423
Email Contacts
| Purpose | Contact |
|---|---|
| Customer Support (non-urgent) | help@heartlab.com |
| Sales enquiries | sales@heartlab.com |
| General enquiries | info@heartlab.com |
Do not include patient-identifiable information in email communications unless specifically authorised and required.
Manufacturer Address
HeartLab Limited (NZ HQ)
305 / 150 Karangahape Road
Auckland CBD, Auckland 1010
New Zealand
Additional Notes
Support availability and response times may vary depending on issue severity, region, and support agreement.
For browser-related issues, consider attaching console logs and HAR files using:
Capture Browser Logs