Support
How can we help?
Help with the eMAR Staff app for care home staff, the eMAR Driver app for pharmacy drivers, and the eMAR web platform at app.emarsystem.com.
We answer by email during UK business hours, Monday to Friday.
eMAR Staff
For carers, nurses and managers. Sign in with the login your care home gave you. Forgotten your password? Your care-home manager can reset it.
eMAR Driver
For pharmacy delivery drivers. Sign in with the login your pharmacy shared, then scan each delivery's QR code at pickup and capture a signature or photo at the door.
Care homes & pharmacies
Managers and pharmacists use the web platform at app.emarsystem.com. That is where staff and driver logins are created and passwords reset.
Common questions
Quick answers.
I can't sign in to eMAR Staff
Your login is created by your care home, so your care-home manager can reset your password from the eMAR web dashboard. Check you are using the email address your home registered for you.
I can't sign in to eMAR Driver
Driver logins are created by the pharmacy you drive for. Ask them to check your email address and reset your password.
The app won't scan a barcode
Allow camera access for the app in your phone's Settings. eMAR uses the camera only to read barcodes and QR codes — and, in eMAR Driver, to take a proof-of-delivery photo when nobody is there to sign.
It says the dose has already been recorded
A dose can be signed for once per slot per day. The message names who recorded it and when — check with them before doing anything else. If the record is wrong, a manager can correct it from the web dashboard.
Does the app work without signal?
Recording a dose needs a connection, because the scan is checked on the server and a dose can only be signed for once. Anything you have already recorded is not lost if the signal drops.
Where do I set my witness PIN?
In eMAR Staff, open Profile. The PIN is what you enter when you countersign a controlled drug or another medicine your home double-signs.
Report a problem
Email hello@emarsystem.com and tell us:
- which app you were using — eMAR Staff, eMAR Driver or the website — and your phone model;
- what you were trying to do, and what happened instead;
- roughly when it happened, and the name of your care home or pharmacy.
Please do not email residents' names, medication details or other health information. Describe the screen instead — we can find the record securely from your organisation and the time.
Delete your account
eMAR Staff and eMAR Driver accounts are created by your employer — the care home or pharmacy you work for — so the quickest way to close one is to ask them to remove your access. Once they do, the login stops working.
You can also ask us directly. Email privacy@emarsystem.com from the address you sign in with, saying which app you use and which care home or pharmacy set up your login. We confirm the request with your organisation and reply within one month.
What is deleted
- Your login, password and sessions, your witness PIN, and your profile details such as phone number.
What is kept, and why
- Care and medication records you made keep your name. They are part of each resident's legal care record, which belongs to the care home, and it keeps them for the retention period health and social care records require.
- Delivery records keep their proof of delivery for the pharmacy's records.
More detail is in our privacy policy.
Still stuck?
Send us a message and a person will get back to you.