Troubleshooting

The app cannot connect

1. Confirm that your device is connected to the internet.
2. Wait a moment.
3. Tap Try again if that button appears.
4. If the problem continues, close and reopen the app.

The app says “Something went wrong”

1. Tap Try again.
2. If the same message returns, tap View help to open this guide.
3. Tap More info if a support person asks for the technical details.
4. Make a note of what you were doing when the problem happened.
5. Contact your organisation if you still need help.

The More info screen contains technical information. Only share it with a trusted support person from your organisation.

The app says “Update required”

Your installed version of the app is too old to continue.

1. Tap Update.
2. Install the available update from your device’s app store.
3. Open the app again.

If there is no Update button, open your device’s app store, search for the app, and install the available update.

The app says “No patient found”

This account does not currently have access to a patient.

• Tap Retry if access was recently added.
• Tap Log out if you need to use a different account.
• Contact your organisation if you believe the message is incorrect.

Information appears incorrect

First, make sure you are viewing the correct patient. See switch between patients.

If the information is still incorrect, contact your organisation. The app displays information supplied by their system.

A map, phone call, website, or PDF will not open

Check that your device has an app capable of completing the action. For example, opening a location requires a maps app and viewing an invoice requires PDF support.

Try again. If it still does not work, contact your organisation.

Contact support

When reporting a problem, include:

• what you were trying to do;
• what happened instead;
• the type of device you use;
• the app version shown near the bottom of Settings; and
• a screenshot only if it contains no private information.

Never include your password or verification code in a support request. Do not post patient, appointment, membership, or invoice information publicly.