Troubleshooting

Quick fixes for the most common issues, plus how to report a problem so it gets resolved fast.

Find your issue

Reload the page. Many transient issues clear immediately.

A weak or dropping internet connection causes a surprising range of problems.

This quickly tells you whether the issue is your setup or the app.

If you can’t see or do something, it may be your role, access level, or plan. See User roles & access.

Payment failing or a plan change not applying? Confirm the change went through in the billing area and that your card details are current. See Billing.
A paid feature missing after upgrade? Confirm the plan includes it and that your role can access it.
Still stuck? Gather your clinic name, the plan you expected, and what you see, then contact support.

An integration not connecting or syncing? First confirm it’s actually available and live for your clinic — many connectors are in development or planned. See Integrations overview.
Re-run the connection flow, confirm you have admin access, and check the credentials or authorisation are current.
For secure messaging (referrals), confirm whether transmission is live. See HealthLink.

Contact support when you’ve tried the relevant page’s steps and the problem persists, or when the issue affects patient safety or data.

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Never include patient-identifying information in a support request, a screenshot, or a chat. Describe the problem without PHI. See Data security.