Troubleshooting

I cannot sign in

• Check the Email or phone number: it is the email or the phone number the account was created with.
• Check the password. The eye button (Show password) shows what you typed.
• Forgot it? Press Forgot your password?. See security and privacy.
• If you are asked for a 6-digit code, use the authenticator app, or Use a recovery code instead.
• If you are sent to a page that says the subscription has ended, the owner has to renew. See subscription.
• If the account was deactivated, the owner has to switch it on again.

No free times appear

A time is offered only when all of these are true. Check them in Hours and services (doctor schedules).

• It falls inside the doctor's working hours of the right type (in person or online) and branch.
• It is not inside the preparation or wrap-up time around another visit.
• It is not too soon (Minimum notice before a visit (minutes)) or too far ahead (Bookable up to (days ahead)).
• It is not already taken, at any branch.
• For online visits: the daily limit (Daily limit of online visits) is not reached.
• The doctor offers the chosen service. A doctor with their own service list offers only that list.

The online option is missing

Patients see video and audio only when everything below is in place. See setting up online visits.

• A video provider is set up for the system. Otherwise the owner's page says so (No video provider is set up for this system yet, so online visits are not offered even if you set a limit.).
• The owner has set the monthly limit. No limit set yet: online visits are off.
• The month is not full. When it is, patients see no online times.
• The doctor has online hours, offers a service as online, and Accept online visits (video and audio) is on.

The camera or microphone is blocked

1. 1

   Click the lock or settings icon beside the page address in the browser.

2. 2

   Set the camera and the microphone to allow, then reload the page.

3. 3

   Close other programs that use the camera. Check the phone's own settings for the browser.

4. 4

   Join again. If it still fails, try another browser, or join with sound only (Join with audio only (weak connection)).

The visit link says closed or not yet

• The waiting room opens 15 minutes before the visit. Before that the page says that it is not time yet.
• This visit is closed and no longer available. Call the clinic if you need a new appointment. A room closes by itself 15 minutes after the scheduled end and is never extended, so a new appointment is needed.
• The link is also closed if the visit was cancelled or the clinic's subscription has ended.

A file will not upload

• The file is larger than 20 MB.
• This file type is not supported. Use a PDF or an image.
• Not saved: the storage included in the clinic's plan is full. Existing files are kept and never deleted; the owner can upgrade the plan or contact us.
• Not saved: private file storage is not set up.
• Otherwise, try again. A file is saved only when the page says File uploaded.

A tool is missing from the menu

Either your role does not include it (see staff and roles) or the owner has switched it off under Practice type and modules. A tool marked Preview or Early access is not finished.

No reminder or portal code arrives

Both go out on WhatsApp, and only when the clinic's WhatsApp is set up. Until then call the patient, and give the patient the portal link by hand. See reminders.