Common issues patients hit on the booking form or portal, and how to resolve them.
A patient can't upload ID on the enquiry form
Ask the patient to use a clear photo or PDF under the size limit and a supported file type. If it still fails, send the patient name and the file to support.
Patient details aren't showing / ordering error
This is usually a data sync issue. Note the patient name and what they were doing, and contact support so we can investigate.
Duplicate patient account
If a patient has two accounts, send both patient records (name, email, DOB) to support and we will merge them.
A patient wasn't notified (acceptance or order email)
Check the patient's email on file is correct and ask them to check spam. If notifications still aren't arriving, contact support so we can review the comms configuration.