Help centre
How can we help you?
Find answers to the most common questions for patients, doctors, and clinics. Need more help? Contact us.
Patients
How do I book a consultation?
Open your dashboard, then Book appointment. Choose a doctor or clinic, select a date and time, then confirm. Payment uses the local methods available for your region.
I forgot my password.
Use 'Forgot password' on the sign-in page. You'll receive a reset link by email within a few minutes.
No video or no sound during my consultation.
Use a supported browser (Chrome, Firefox, Safari). Allow camera and microphone access. Check your internet connection. If the issue persists, contact support@ileralive.com.
Where are my prescriptions?
In your dashboard, open Prescriptions. You can view or download them. Partner pharmacies accept digital prescriptions.
Where are my lab results?
In your dashboard, open Lab results. Your clinic uploads them and you can view them securely.
I was charged but my consultation wasn't confirmed.
Contact support@ileralive.com with your transaction number and phone number. We'll investigate and resolve within 24 hours.
Is IleraLive for emergencies?
No. For emergencies, go to the nearest hospital or call your local emergency services (for example 117 or 118). IleraLive is for scheduled, non-emergency consultations.
Doctors
How do I set my availability?
In your dashboard, open Availability. Add your available slots. Patients will book based on those time windows.
How do I create a prescription?
During or after a consultation, open Prescriptions, then Create. Enter the medications and sign digitally.
My digital signature isn't showing.
Upload your signature in your dashboard under Signature. Supported formats: PNG, JPG. Ensure good contrast on a white background.
I can't see the patient on video.
Check your browser (Chrome recommended), permissions, and network. Refresh the page. If the issue persists, contact support.
Clinics
How do I add doctors to our clinic?
In Admin, open Users. Invite doctors by email. They complete registration independently.
How do I upload lab results?
In your dashboard, open Lab results, then Upload. Select the patient and attach the file (PDF, PNG, JPG, max 10 MB).
How do I set consultation fees?
In your dashboard, open Pricing. Configure consultation and service fees. Patients see the price before confirming.
Didn't find your answer?
Our support team responds in French and English, Monday to Friday.