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Support Center

Get help with Health Pay - we're here to assist you with any questions, technical issues, or guidance you need.

Mon-Fri: 8AM - 5PM EAT

support@healthpay.gov.et

+251 11 551 7011

Getting Started

New to Health Pay? Learn how to navigate the system, generate PRNs, and process your first payment.

View FAQ

Account Issues

Having trouble logging in? Need to reset your password or update your account information?

Contact Admin

Technical Support

Experiencing technical issues with the platform? Report bugs or request technical assistance.

Email Support

Frequently Asked Questions

Q How do I generate a Payment Reference Number (PRN)?

Navigate to Health Service Payments > Generate Payment Reference (PRN). Fill in the patient details, select the health service, and click Generate. The PRN will be displayed and can be used for payment processing.

Q What should I do if I forgot my password?

Contact your facility administrator or the Health Pay support team to request a password reset. For security reasons, passwords cannot be reset through the system without verification.

Q How do I view my transaction history?

Go to Reports > All PRNs to view your complete transaction history. You can filter by date, payment type, and status to find specific transactions.

Q What is the two-factor authentication (2FA) requirement?

For security, all users must verify their identity using a 6-digit code sent to their registered email address. This code is valid for 5 minutes and must be entered to complete the login process.

Q How can I update my profile information?

You can view your profile by clicking on Profile in the sidebar menu. To update information, please contact your administrator as profile changes require administrative approval.

Q Why can't I access certain features?

Access to features in Health Pay is role-based. If you cannot access a feature you believe you should have access to, contact your facility administrator to verify your account permissions.

Can't find your answer? Contact our support team directly using the contact information below. We typically respond within 24 hours during business days.

Contact Us

Email Support

support@healthpay.gov.et

Phone Support

+251 11 551 7011

Address

Ministry of Health
Addis Ababa, Ethiopia

Support Hours

Monday - Friday: 8:00 AM - 5:00 PM (EAT)
Saturday: 9:00 AM - 1:00 PM (EAT)

Need Immediate Assistance?

For urgent matters, please call our support line during business hours. For non-urgent inquiries, email is the fastest way to get help.