Contact Us

Technical support

For issues with Dermloop, Seranote, or Melatech hardware:

Email: support@melatech.io

Response times:

• Weekdays (Mon–Fri, 08:00–18:00 CET): within 2 business hours
• Weekends and public holidays: next business day

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Before contacting support

Check if your issue is covered in:

• GP Troubleshooting
• Device Setup
• FAQ

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What to include in your message

To help us resolve your issue quickly, include:

1. Your name and clinic
2. Your Dermloop username (email address)
3. A description of the issue
4. Steps to reproduce (if applicable)
5. Screenshots or screen recordings if possible
6. Your device and OS version (e.g. iPhone 15, iOS 17.4)

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Hardware support

For physical device issues (Dermoscope, Colposcope):

• Include your device serial number (printed on the underside of the device)
• Describe any physical damage or LED error codes

Hardware under warranty (2 years from purchase): we cover parts and labour.

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Sales & procurement

For pricing, volume orders, and procurement questions:

Email: sales@melatech.io

Website: melatech.io

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Urgent clinical issues

Dermloop is not a 999/112 emergency service. If a patient requires emergency care, follow your standard emergency escalation procedures.

For urgent technical issues affecting active patient care, mark your support email URGENT in the subject line.