SureAdhere Help Center Resources

Owned by Mckenna Garfein (Unlicensed)
Last updated: Nov 05, 2024 by Jason Howell
2 min read

SureAdhere’s Help Center

The Help Center hosts our ticketing system as well as the SureAdhere training materials. All inquiries related to troubleshooting, support, concerns, and/or even platform improvement suggestions should be submitted to the Help Center. 

Access the Help Center.

There are two ways to submit a ticket to the Help Center:

Option 1 (Preferred)

Click the Help Center Button from the SureAdhere CMS

Access the Help Center by logging into your SureAdhere account and clicking on the Help Center button (yellow circle with a question mark).

  • You will need to create an account in the Help Center to gain access.

  • This account is different than your SureAdhere account.

  • Add your email address and follow the set-up instructions.

  • You will only need to log in once.

    • Once logged into the Help Center you may create a ticket by clicking on one of the options Technical Support, Suggested Improvements, or Other/General Questions.

    • Correspondence can be updated in the portal or handled through your email.

  • You may also log into the Help Center and track the progress of your ticket by clicking on the “Requests” button in the top right corner of the screen.

  • When typing in the Summary of your issue, knowledge base articles will be suggested, below the Summary box, based on keywords in your summary. Note the articles and see if they offer any solutions for your issue or question.

Option 2

Email the Help Center directly at, sureadhere-help@dimagi.com

Email the Help Center directly and it will automatically create a ticket. SureAdhere’s support team will respond to the ticket through the Help Center. All correspondence will be handled through your email.  

When submitting your issue:

  • Please include as much information regarding your issue/question as possible. Including but not limited to:

  • If you are having issues with the SureAdhere CMS

    • What is the patient SA-ID/Subject ID (please note, we do not need patient identifiable information to help you resolve the issue, we only need the SA-ID/Subject ID number of their account in SureAdhere)

    • What page of the CMS you are experiencing the issue on

    • What are the steps you took that produced the issue

  • If a patient is experiencing issues

    • what is the make and model of the device they are using? Ex. iOS 13 Pro or Android Samsung Galaxy s10.

    • Is the patient running into any error message?

Getting on a call with the SureAdhere Support team:

  • After reviewing your ticket submission, Support may reach out to schedule a Google Meet Support Call to gather information.

  • Please use this handy reference guide for instructions on using Google Meet