Troubleshooting

A clinician can't create a visit

The Add New Visit button is disabled. Hover over it to see why.

Licences are assigned automatically, so a disabled button almost always means your organization's subscription isn't active. The reason names the problem, such as a trial that has ended or a failed payment. An Owner or Admin fixes it in the left sidebar by clicking Settings (at the bottom), then under General, clicking Subscription. See Roles, licences, and permissions.

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. An Owner or Admin can check it in the left sidebar by clicking Settings (at the bottom), then under General, clicking Organization and checking 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

A slot shows only when both of these allow it:

1. Clinician availability — in the left sidebar, click Calendars. Clinicians may see Calendar instead. Open the clinician's availability from there.
2. The service's booking rules — in the left sidebar, click Services, click the service, then open Booking: buffer, notice, window and any custom weekly schedule.

Organization opening hours don't affect booking. If a whole service is missing from the booking page, check that Show on booking page is on for it. Check the service's Booking section first, because a narrow custom schedule is the usual culprit, not the calendar. See Setting up services and Setting up your calendar and availability.

The public booking page shows nothing

Two possibilities. Either booking pages are switched off — in the left sidebar, click Settings (at the bottom), then under Scheduling, click Booking Page and check Enable the booking page — or there are no bookable slots because of the scheduling rules above. The Booking Page settings only decide 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. In the left sidebar, click Settings (at the bottom). Under Configuration, click 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

In the left sidebar, click Visits, then click the visit and open its billing area. The Create superbill button is disabled when 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

In the left sidebar, click Claims, click the claim, open the claim's History tab, 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. In the left sidebar, click Settings (at the bottom). Under Billing, click Stripe. Both Charges and Payouts must be enabled — 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. Owners and admins start in the left sidebar by clicking Settings (at the bottom), then use Insurance, Clearinghouse, and Billing Rules under Insurance: 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. In the left sidebar, click Settings (at the bottom). Under E-Prescribing, click DoseSpot. The clinician must be provisioned in DoseSpot (Step 2 — Provision prescribers and proxies), and controlled substances additionally need a DEA number on file (Step 3). Check the DoseSpot access badge on their row too: a clinician linked as a Proxy can prepare a prescription but never send one. See Setting up DoseSpot.

A signed note has a mistake

In the left sidebar, click Visits, then click the visit. 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

In the left sidebar, click Patients, click the patient's name, then use Patient Information or Details & Settings to check the details on file against the patient's insurance card. Usually the member ID or date of birth doesn't match the payer's records, or coverage lapsed. 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. In the left sidebar, click Settings (at the bottom). Under Communication, click Omnichannel and check that 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. Owners and admins can start in the left sidebar by clicking Settings (at the bottom). Before assuming something is broken, trace back to the setting that feeds it — role and subscription for access, availability and services for scheduling, insurance and clearinghouse for claims, DoseSpot for prescribing.