Customer Services

Account unlock and password issues :
Contact the SecurMed UK Help Desk: help@securmed.org.uk

Request system access credentials for a location :
Follow the instructions on the End User Registration page

Alert issues :
Please send an email to alerts@securmed.org.uk including the following information:

  • Alert ID code
  • Scanned transaction or a manual entry
  • Information regarding the product/pack
    • GTIN number
    • Batch ID number
    • Expiry date
    • Serial number
    • 2D matrix (photo of the pack)
    • Company/manufacturer name

For queries about other error messages please email help@securmed.org.uk

To inform SecurMed UK of a change details (location, end-user contact, Software Supplier etc) :
Contact the SecurMed UK Help Desk: help@securmed.org.uk

Please include the following information in your email:

    • Contact information (name, email and/or phone)
    • Company Name
    • End User Location Name
    • Postcode
    • SecurMed Reference number (if you have one)
    • MVS user name (if you have one)

Queries related to the use of your FMD software (including being unable to access the system) :
Contact your own IT support or your software supplier

Report a technical issue with the UKMVS:
Contact your own IT support or your software supplier.
If you are a software supplier, please report an incident or service request as follows or call the Arvato Help Desk: 020 7894 1510;

    • Login to Jira Service Desk : https://service-desk.arvato-systems.com/jsd/servicedesk/customer/user/login
    • Select: ‘Incident’ if there is an issue with the system or ‘Service Request’ for everything else (including requests for information) and fill out the information, providing as much detail as possible.
      If you open a “high incident” ticket you should follow up with a phone call afterwards and provide the JSD-ticket number to the agent

To register as a Software Supplier :
Register at: www.sws-nmvs.eu

MAH registration, contract and fees queries :
Email mah@securmed.org.uk

Software Development Queries (Registered Software Suppliers only) :
For queries related to:

Further helpful information :
See the Knowledge Base section of this website

Need help with something else?
Contact the SecurMed UK Help Desk 9am-5pm Mon-Fri (excluding Bank Holidays)
Call 020 3855 0656 or email help@securmed.org.uk