Every Hero has a white plastic pill access key that you can use to manually open the smart dispenser and access your medications. It is typically stored on the back of the Hero dispenser, inside a removable plastic compartment above the silver sticker with the serial number. If you have misplaced your key, you can request a replacement by contacting Hero support and providing your delivery address.
Storage Location of the Key
The key is typically stored on the back of the Hero dispenser, inside a removable plastic compartment located above the silver sticker with the serial number.
When you open the smart dispenser with the key, the display will show which medication you are accessing. When you rotate the turntable to access the next cart, the display will dynamically update to show medication name in that cartridge. However, if the power is out and the smart dispenser display is not working, you need to compare the cart number from the mobile app's medication list with the number engraved on the smart dispenser turntable. Additionally, if the dispenser is not dispensing medications correctly, unplug the unit and manually turn the turntable to reposition compartments as needed.
Replacement Key Requests
If you have misplaced your physical key:
Contact Hero support and provide your delivery address.
A replacement key can be shipped to you.
If after you've tried all resolution steps above, you still cannot access your meds, ask to speak to Hero representative and we'll assist you promptly.
Important usage notes
The physical key should only be used if medications can be distinguished by their appearance to avoid incorrect dosing.
We recommend adding an Uninterruptible Power Supply for continuous use. Additionally, always keep the physical key in a secure, easily accessible location for emergencies.