Troubleshooting
Common issues and how to resolve them — login, billing, communications, sync, errors.
No login required. This article is public — anyone with the URL can read and follow it.
When something goes wrong, start here. Each article walks through the most likely causes and fixes for a common symptom.
Pick the symptom that matches yours
- Login issues — can't sign in, password reset isn't arriving, account locked
- 2FA not working — codes rejected, lost authenticator, passkey failures
- Invitation link expired — staff, platform, patient, or self-signup invitation gone stale
- Subscription expired — trial ended, expired, suspended, cancelled — and how to restore access
- Feature locked by tier — the 🔒 icon and how to unlock the feature
- Feature locked by flag — feature unavailable despite tier — Super Admin override
- SMS not sending — patients not receiving reminders or messages
- Email bouncing — sender reputation and DNS authentication
- Payment failed — invoice or subscription charge didn't go through
- Can't find a patient — search returning nothing despite the patient existing
- Duplicate patient record — same person registered twice
- Offline sync issues — changes made offline aren't syncing back
- Platform admin access denied — visible only to authenticated platform admins
- Error codes reference — the alphabet of toast errors, what each one means