Why this happens
Hero connects to EMIS through a Hero API user (usually shown as "User, Hero" with a username like Herouser). Nobody logs in as this user. It only exists so Hero can read your slots and write bookings into EMIS.
The connection usually drops because:
The password was changed or expired, sometimes after an EMIS update.
EMIS locked the account. Once the password is wrong, Hero keeps trying to log in and EMIS can lock the account after repeated failures.
Hero Health was deactivated in EMAS Manager.
While the connection is down, slots disappear from booking links and new bookings can't reach EMIS.
How to tell
No slots are showing on any of your booking links, or
we've contacted you to say your EMIS connection is failing.
What you can do
Follow How to update the Hero user API password. In short:
In EMAS Manager, deactivate and reactivate Hero Health under Partner API, and check it has a green tick.
Set a new password for the Hero API user under Edit Users.
Under Login Access, make sure Allow Login and Auto Login are both ticked.
Send us the new details using the support form: your practice name, EMIS organisation ID (CDB), the Hero API username and the new password.
Once we've updated your connection, slots usually start coming back within a few minutes, or by the next morning for practices that sync less often. We'll confirm when it's working.
When to contact us
Use the support form (https://herohealth.fillout.com/supportform?partner=Direct) if:
you aren't sure which EMIS user Hero uses
slots haven't come back by the next morning after we've reconnected you
patients may have tried to book while the connection was down and you want us to check
Related articles
How to update the Hero user API password
EMAS Manager
How does Hero sync with EMIS, and how long do changes take to show?