Troubleshooting and FAQ

Signing in

I didn't get the welcome or reset email. Check spam and promotions. Ask your Clinic Admin to confirm the email on your account in Users, then use Forgot password? again.

My account says Locked. Too many wrong passwords. It unlocks by itself after a short wait. Then use Forgot password? if you're unsure of the password.

Every page sends me to Renew plan. Your clinic's plan has ended. The Clinic Admin can renew from that page. See Subscription and renewal.

Patients and appointments

"Possible duplicate patient" when registering. Someone with the same name and mobile already exists. Open that record instead, or click Register anyway for a genuinely different person. See Registering patients.

I can't book a doctor. No slots appear. The doctor has no working hours on that day, is on leave, or every slot is taken. Check Doctors → Weekly availability. See Doctors and schedules.

There's no Check In button. Check In appears once an appointment is Confirmed. Click Confirm first, or use Start Visit, which confirms and checks in together. Doctors can't check patients in.

I can't start a consultation. The patient must be checked in first.

Visits

Quick Visit says "Can't save with your role". Receptionists can view but not save visits. A Doctor or Clinic Admin must save.

"AI drafting is available on the AI plan." Your plan doesn't include AI drafting. Fill the visit in by hand, which works fully. See Filling in a Quick Visit.

Voice input doesn't work. Use Chrome or Edge on a computer, or the mobile app, and allow microphone access when the browser asks.

"A visit can be open on one device at a time". It's open on another device. Close it there, or click Take over.

A medicine I prescribe isn't in the list. Add it in Medicines, or use Fix it → Add to my list in Quick Visit.

I can't edit a prescription, procedure or invoice. It's been issued or completed. That's final, for the record. Cancel it and create a new one if it was wrong.

Billing

No procedures appear when I add a line item. Only completed procedures that aren't billed yet are offered. Complete the procedure first (from the plan's Mark as Done, or the procedure page).

I can't record a payment. The invoice must be Issued first.

I recorded a payment by mistake. A Clinic Admin can Void it (the money never arrived) or Refund it (you gave it back). See Recording payments.

The UPI QR doesn't appear. Set your Clinic UPI ID in Clinic Settings → Preferences → UPI Payments.

Messages

A patient didn't get a reminder. Check, in order:

1. Is the reminder switched on in Clinic Settings → Preferences?
2. Is the clinic's WhatsApp switch on?
3. Has the patient withdrawn communications consent? (Their page, Data consent)
4. Does the patient have a correct WhatsApp or mobile number?
5. Is your WhatsApp allowance used up? (Clinic Settings → Usage)

Review requests aren't going out. Add your Google review link in Clinic Settings.

Can I send a message to a patient myself? Not from Clinic24x7. All patient messages are automatic. Use your own WhatsApp for personal messages. See How patient messages work.

Data and privacy

A patient wants all their data. Use Patient data (DPDP) → Download PDF on their page, or handle it as a data request.

A patient wants to be deleted. Handle it as a data request. Verify them first.

Where is our data stored? On Clinic24x7's servers in India. See Security and data protection.

Still stuck?

Report a problem from Help & support in the app.