When it goes wrong
Check here before reporting a problem. Roughly in the order things actually happen.
Signing in
"Those details do not match." The message is vague on purpose — a page that says "no account with that email" tells a stranger which addresses are real. Check the practice code first; it is the field people get wrong.
The passkey button does nothing, or there is no passkey button.
Passkeys need a secure address — https://, or localhost. Over a plain local
network address the password form is all you get. That is correct.
Signed out in the middle of something. Somebody changed your role or permissions. That signs you out deliberately, so the change takes effect immediately. Sign back in.
"Reconnecting…" The connection dropped or the server restarted. Your session is fine and it retries by itself. Only a genuine sign-out sends you to the login page.
The diary
A booking is refused and the block springs back. Read the message; there are three different refusals.
| Message says | Meaning |
|---|---|
| Somebody is already there | Double booking |
| Outside open hours | The diary is closed then |
| Nothing about either | Something else — note the reference code |
I cannot book outside opening hours. That override is held by practitioners, owners and managers by default, not reception. Ask, or have an owner grant it.
Extending an appointment will not go past the next patient. Deliberate. See Rules that never bend.
A practitioner has no column. Their login needs the practitioner role. Manage → Staff.
The diary looks wrong — wrong hours, wrong slot size. Check Profile → Diary first. Your personal settings override the practice's. Clear the ones you have set and you follow the practice again.
People
I cannot find somebody who definitely exists. They may be archived. Archived records are out of the active list, not gone. Check the archived filter before creating a second record — a duplicate costs far more than a moment's searching.
Two records for one person. Merge, owner or manager only, and it cannot be undone. If you are not certain they are the same person, archive one instead.
I cannot delete a record. Almost certainly correct. Deleting only works on a record with nothing attached at all, and only for an owner. Archive is the tool you want.
Notes
I cannot edit a note. It is signed. Signing is permanent. Add an amendment.
I cannot see a colleague's notes. You hold Read their own notes rather than Read any clinical note. That is usually right. An owner can change it.
I cannot see notes at all. Front desk, accounts and marketing logins can never hold clinical permissions. This is locked and no setting turns it on.
Money
I cannot edit an invoice. It has been issued. Credit note, void or refund — see Money for which.
I cannot draft an invoice for a visit covered by a pack. Correct. Drafting it would let the pack balance and the invoice disagree about whether the session has been used. Invoice it properly.
The total is a cent out. It should never be. Note the invoice number and report it — this is a real bug, not a rounding quirk, because money is counted in whole cents throughout.
Money in today does not match the drawer. Work through it by method rather than as one total. Cash, terminal and health fund batches are three different reconciliations, which is why the card splits them.
Claims
A claim will not prepare. Two common reasons: the part you are claiming is owed by the patient, not a funder, or there is already a live claim against that obligation. The message says which.
A claim was rejected and I want to try again. Prepare a fresh claim. A rejected one frees the obligation, so it reappears in "nothing lodged yet" as work to redo.
Communication
Reminders are not going out. Check Reminders sent on the dashboard. It splits sent, failed and skipped — and skipped is usually the answer, with the reason beside it. A person with no mobile on file is skipped, not failed.
A campaign says nothing was sent. Campaigns can be written, previewed and costed before a provider is connected. If nothing is connected, nothing leaves the building — deliberately, rather than pretending to send.
Email images look broken. They are blocked on purpose. Remote images in an email report back to the sender when they load, which tells a stranger the message was opened, on what and roughly where.
General
A page shows nothing at all. Hard-refresh first. If it persists, note what you clicked and the reference code from any message.
A number looks wrong. Before reporting it, check three things:
- The date range — most reports default to a period, not all time.
- Whether it counts invoiced or collected. They are different questions and several cards say which underneath.
- Whether the appointments behind it were marked Arrived. Several reports treat Arrived as "this happened".
Something has an error reference. Write down the code. It is the fastest way for somebody to find exactly what failed and when.
Reporting a problem well
Include:
- What you were trying to do.
- What happened instead — the exact message.
- The reference code, if there was one.
- Which person, invoice or appointment, by name or number.
- Whether it happens every time.
"The diary is broken" costs a day. "Booking Jane Smith with Anand at 9:00 on Tuesday says the time is outside opening hours, but his diary shows open from 8" is fixed in ten minutes.