Clinical Suite troubleshooting and FAQ
Quick answers to the questions people most often have about patients, appointments, reminders and Insights.
Getting in
I can't see "Clinical Suite" in my sidebar.
Two things must both be true: your workspace has the Clinical Suite add-on, and your role has View on at least one Clinical Suite line. Ask your Owner to check Plan & Billing → Active Add-ons, and Roles & Permissions → Clinical Suite for your role. See Getting access to the Clinical Suite.
I can't pick anyone under "Assign to" on a follow-up.
Anyone who can create follow-ups can choose an assignee. If the list is empty, refresh; if it's still empty, contact support.
I can see Patients but not Appointments (or the other way round).
They're separate permission lines: Patients and Patient Engagement (Appointments). Your role needs View on each one you want to use. On a patient's dashboard you'd see "Appointments aren't available to your role."
Patients
I deleted a patient by mistake.
Nothing is lost. Go to the Recycle Bin, find the patient under Patients, and Restore them. See Editing and deleting a patient.
Can I change a patient's MRN?
No. It's generated automatically and never changes. If a patient was added twice, keep one record and delete the other.
My import skipped some rows.
A row is Skipped when a patient with the same name and phone number already exists. A row Failed when something in it was wrong — the import shows the reason for each so you can fix and re-import just those. See Importing and exporting patients.
Why can't I filter the patient list on my phone?
The mobile app has a search box (name, MRN or phone) but not the Status / Gender / MRN / Phone filter row that Web and Desktop have.
A tab on the patient record says "Lands in Phase …".
That part of the Clinical Suite isn't built yet. It's a placeholder, not an error. See What's included, release by release.
Clinical notes
A note shows as a padlock and "Confidential note".
It's marked confidential and your role doesn't include confidential access. You'll only ever see its date. Ask the Owner to give your role Confidential Clinical Notes → View, or ask someone who has it. See Confidential notes.
I marked a note confidential and now I can't open it.
That's expected if your role doesn't include confidential access — the form warns you before you save. Someone with access can open it, edit it or remove the flag.
My search finds nothing, but I know the note exists.
Search matches the start of words in the title, the four SOAP boxes and the tags — not patient names, and not the middle or end of a word ("headaches" won't find "headache"). Try a shorter word. If the note is confidential and your role doesn't include access, search will never find it. See Finding and searching notes.
The numbers on Notes Insights don't add up to the total.
The breakdowns leave out confidential notes you can't read. The page says how many are left out. See Notes Insights.
It won't let me attach a file.
Files must be a PDF, an image (JPEG, PNG or WebP) or a Word document, up to 10 MB, with at most 10 on a note. A renamed file of another kind is refused. On a confidential note you also need confidential Edit access. See Files on a note.
I can't change the patient on a note.
A note stays with the patient it was written for. Delete it and write it again on the right record.
A note type has vanished from the Type list.
Someone deactivated it. Existing notes keep it; new notes can't use it until it's reactivated on the Types page. See Your own note types.
Booking
The booking form says no provider has a schedule.
Providers only appear once they have working hours at that branch. Go to Provider schedules → Add provider. See Setting provider schedules and time off.
There are no open slots, but the provider is working.
Every slot that day may be past, in a break or in time off. Use the Next available button to jump to the next day with room, or check the provider's hours and time off.
The calendar always opens on Month. Can I change that?
The calendar deliberately opens on Month so you see the whole month first. Switch to Day, Week or Agenda any time; it returns to Month next time you open it.
I need a kind of appointment that isn't in the list.
Add your own on the Types tab. See Your own appointment and follow-up types.
A custom type has vanished from the Type list.
Someone deactivated it. It's still on the Types tab, marked Inactive — select Reactivate to bring it back. Appointments that already use it are unaffected.
It won't let me book a time that's already passed.
That's deliberate. You can only book from now onward.
It says the time is outside the provider's working hours.
Tick Book it anyway — this is recorded and audited and give a reason. See Booking an appointment.
Can two patients be booked in the same slot?
Yes. BusinessCopilot warns you but lets you, because some providers see more than one patient at a time. See Suggested times and overbooking hints.
The times look an hour (or several) off.
Every time is shown in Nigerian time (Africa/Lagos), whatever your device is set to. If a time looks wrong, check that it's the appointment you expect rather than your device's clock.
I can't see "Mark no-show" on an appointment.
It only appears once the appointment's start time has passed. Before that, use Cancel appointment if the patient has told you they can't come.
I got "that status change is not allowed from the appointment's current status".
Someone else changed the appointment a moment before you — for example a colleague completed it while you were cancelling it, or the patient cancelled through their link. Refresh to see its current state. See Managing an appointment.
Reminders and the confirmation link
Patients aren't getting text reminders.
Look at Reminders to send. If texts are waiting there, the banner at the top says why — usually your SMS sender ID hasn't been approved yet, or the patient has no valid phone number. Texts also don't go out between 8 PM and 8 AM. Patients are still emailed in the meantime. See Patient reminders.
A patient says they got no reminder at all.
Check their record's Reminder Preferences. If both SMS reminders and Email reminders are unticked, or they have no email and no phone, nothing is sent. The appointment's Patient messages section shows what was queued.
The patient's email has no confirm link.
The link is added to every email for an upcoming appointment, but only when your account's web address has been set up. If it's missing, contact support.
A patient says the link doesn't work.
The link stops working when the appointment starts, and it's valid only for that one appointment. If they were rescheduled, use the newer link in the reschedule notice. See The confirmation link.
A patient cancelled through the link. Can I undo it?
Book them a new appointment. The alert "A patient declined their appointment via the confirmation link" clears itself once they're booked again.
Recurring and waitlist
My recurring series is missing some dates.
A date is skipped when the provider isn't working then — a day off, a break or time off. An alert in your Alert Center lists the dates. Book those by hand. See Recurring appointments.
I changed one visit in a series and now it won't follow the rest.
That's on purpose. A visit you changed on its own is protected from a later "this and following" or "all" change.
A waiting patient never showed "Slot available".
A match happens only when an appointment is cancelled — moving one doesn't count — and only for the same provider and branch, on a day inside the patient's date range. Check the dates: the To date is exclusive. See The waitlist.
An old waitlist entry is still there.
Entries don't remove themselves. Select Remove.
Follow-ups
The Alert Center says "5 follow-ups are overdue" — where are they?
Follow-up alerts are one per branch. Open Follow-ups and choose Overdue. See Follow-ups.
A follow-up's priority went up on its own.
If a follow-up stays overdue, its priority rises one level for every 48 hours, up to Urgent. It never changes who it's assigned to. History shows each step. See Follow-ups.
Insights and risk
Insights shows "—" instead of a percentage.
There isn't enough to work it out yet — for example, no visit has reached its time. A dash is deliberate; "0%" would wrongly suggest "none". See Insights.
Insights is empty.
Nothing was booked in the period you chose, or you have access to no branch with appointments. Widen the dates.
The bookings number doesn't match what I counted.
Rescheduled appointments aren't counted, because the new entry is. A cancelled appointment counts as a booking and a cancellation.
A patient is marked High risk.
Open the appointment to see the reasons. A patient can only be High if they've missed a visit before. It's only a suggestion — see No-show risk.
A new patient shows Medium risk.
First visit and booked far ahead can add up to Medium. A new patient is never High.
Screens
My calendar didn't update.
It should update within moments of a change. If your connection dropped, it reconnects by itself and refreshes. On the mobile app it only listens while the app is open. Reload the page or reopen the app if in doubt. See Live updates.
I can't download a patient's PDF on my phone.
Not on the mobile app yet — use Web or Desktop.
The Desktop app says I'm offline.
The Clinical Suite needs an internet connection; it doesn't work offline. See The Clinical Suite on each platform.