Troubleshooting
A symptom-first index of the most common why-is-this-not-working moments, each traced to the upstream setting that fixes it.
A clinician can't create a visit
The Add New Visit button is disabled, with "You don't have an active licence assigned."
The clinician has no licence. Role and licence are separate — the Clinician role grants authority, a licence grants a seat. Go to Settings → Subscription and assign one under Licence Assignments. If seats show "0 available", add a seat first. See Roles, licences, and permissions.
The single most common access problem is a missing licence, fixed here on the Subscription page.
A clinician sees an empty patient list
Everything looks set up, but their patient list is blank.
Your organization is likely set to Assigned Patients Only under Settings → Organization → Patient Visibility. That's working as intended — the clinician sees only patients assigned to them. Either assign them patients, or switch the org to All Clinicians See All Patients.
A service, appointment type, or slot won't appear when booking
Scheduling rules apply at three levels, and a slot shows only when all three allow it:
- Organization opening hours (Settings → Organization).
- Clinician availability (Calendars → Edit Availability).
- Per-service booking rules (Services → the service → Booking tab: buffer, notice, max advance, weekly schedule).
Check the service's own Booking tab first — a narrow per-service schedule is the usual culprit, not the calendar. See Setting up your calendar & availability.
The public booking page shows nothing
Two possibilities. Either booking pages are switched off (Settings → Website → Enable booking pages), or there are no bookable slots because of the scheduling rules above. The Website page only decides whether booking is on at all; what's bookable comes from services and availability.
A charting section (e.g. Procedures) is missing from a visit
It's turned off. Procedures is off by default. Go to Settings → Charting and enable the section. Existing data isn't deleted when a section is hidden — turning it back on restores it. See Choosing which charting sections appear.
Can't create a superbill
The Create superbill button is disabled. The visit must be Completed first. And with the Note required per visit billing rule on (the default), completing the visit needs a signed note. The order is: sign the note → complete the visit → create the superbill. See From signed note to superbill and claim.
A claim was rejected
Open the claim's History tab in the Claims queue and click View response for the payer's exact reason. Common causes:
- No diagnosis — the superbill/claim has no linked diagnosis code. Chart a diagnosis on the visit.
- Rendering NPI not found — the Insurance settings page flags "Not found in the NPPES registry." Correct the NPI.
- Format/eligibility issues — add or adjust a billing rule to catch it before submission.
Remember: Rejected means fix and resubmit (it never adjudicated); Denied means appeal or bill the patient (it did). See The claims queue.
Can't collect a payment
Stripe isn't fully connected. Both Charges and Payouts must be enabled under Settings → Connect Setup — a partial state is normal during Stripe's verification, but you can't take payment until both are on. See Connecting Stripe.
Can't submit a claim / no clearinghouse
Claim submission needs the full chain configured: Insurance (NPIs, Tax ID) → Clearinghouse (Stedi or Claim.MD) → Enrollments (per payer) → Billing Rules. Enrollments are gated on insurance setup and take weeks with payers, so start them early. See Setting up your clearinghouse.
A clinician can't prescribe
Prescribing has its own requirements beyond role and licence. The clinician must be provisioned in DoseSpot (Settings → DoseSpot, Step 2), and controlled substances additionally need a DEA number on file (Step 3). See E-prescribing with DoseSpot.
A signed note has a mistake
Signed notes are locked — there's no edit or amend. Add a new note on the same visit with the correction and sign it, so both are in the record. For a wrong-patient error, contact your administrator. See Correcting a signed note.
An eligibility check says Ineligible or Unknown
Usually the member ID or date of birth doesn't match the payer's records, or coverage lapsed. Check the details on file against the patient's insurance card — a transposed digit in the member ID is the most common cause. Re-run the check; results also expire (see the Valid until date). See Reading eligibility results.
SMS messages aren't reaching patients
Your toll-free number may not be verified. US carriers filter unverified toll-free traffic. Check Settings → Omnichannel → Toll-Free Verification shows Verified. See Omnichannel messaging.
"Page not found"
A bad or moved URL under /dashboard shows a "Page not found" screen with a link back to the dashboard. Navigate via the sidebar rather than a saved URL — some settings pages use different URL slugs than their menu labels suggest.
When in doubt
The pattern across almost all of these: the symptom is on one screen, the cause is a setting on another. Before assuming something is broken, trace back to the setting that feeds it — role and licence for access, availability and services for scheduling, insurance and clearinghouse for claims, DoseSpot for prescribing.
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