Support
Help from the people who built it
GemcertX is set up, supported and maintained by the FIDHAPS team. Reach us directly — or find a quick answer below.
Contact support
Talk to us directly.
To help us help you faster
- Your lab's name and the web address you use for GemcertX.
- The page you were on, and what you clicked.
- A screenshot of any message on screen.
- The report or receipt number, if it's about a particular stone.
Customers aren't receiving SMS messages
Open Settings → SMS gateway, check the provider details and press the button to send a test message. If the test works but customers still get nothing, check their phone numbers on the customer record. WhatsApp messages fall back to SMS when WhatsApp can't be delivered.
The barcode scanner doesn't open the stone
Click the Scan label box at the top of any page, or press F2, before scanning — the scanner types into whichever box is selected. GemcertX then opens the right page for that label.
A buyer says the certificate "can't be found"
Only issued certificates (ready or collected) can be verified. When typing it in, the buyer needs both the certificate number and the weight exactly as printed; scanning the QR code needs nothing typed. If the certificate was withdrawn, the page says so.
The dashboard says there's been no backup
Open Settings → Backups and press Back up now. If the warning comes back the next day, the nightly schedule may have stopped — contact us and we'll check the server.
A staff member forgot their password
They can use Forgot password on the sign-in page to get a reset link by email. A lab manager can also manage staff accounts under Staff accounts.
We need a change to a certificate that's already issued
Issued certificates are locked. A lab manager can open the certificate and edit it; every change is kept in the change history. If the certificate should no longer be relied on, use Withdraw… instead.
Self-help
Resources.
Guides
Step-by-step how-tos for intake, certificates, collection, verification and first-time setup.
Open the guidesFAQ
Answers about installation, verification, messaging, hardware, AI, backups and sign-in.
Read the FAQDeveloper API
Show your certificates on your own website with the read-only Website API.
API referenceBook a demo
Give every certificate the proof it deserves.
See GemcertX running with your own lab's name and logo. We set it up, bring your existing records across, and train your team.