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Before you write: Troubleshooting covers the failures we see most often, and usually faster than a reply arrives. If it does not resolve it, here is how to reach a person.

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The four routes

Feedback

In the sidebar footer. A short form — Full Name and Message — that goes straight to us. Best for “this is wrong” and “this could be better”.

Live Chat

Under the ? button in the bottom corner. Best when you are stuck right now and need a back-and-forth.

Schedule a Demo

Also under the ? button. A free 30-minute walkthrough — best for “how should we set this up”, not for a fault.

Discord Community

Under the ? button. Other ClinikEHR users, plus us. Best for how-do-you- handle-this questions.
You can also email [email protected] directly.

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The Feedback form

The panel is headed Send Feedback — “We’d love to hear from you!” — with two fields, Full Name and Message, and a Send Feedback button. The message box invites you to “Share your thoughts, suggestions, or report an issue”.

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The Help button

The ? button sits in the bottom-right corner of the app. Selecting it opens How can we help? with three options: Schedule a Demo (free 30-min walkthrough), Live Chat (chat with our team), and Discord Community.

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What to include

A first reply is only as useful as the first message. Five things, and it takes a minute:
  1. What you were trying to do. “Send a receipt to a customer”, not “the receipts thing”.
  2. What happened instead. The exact wording of any message on screen, and whether anything appeared at all.
  3. Your workspace name. We cannot look anything up without it, and people commonly belong to more than one.
  4. The approximate time it happened, with your timezone. Your workspace keeps an audit trail, and a time lets us match your report to the actual event rather than guessing.
  5. Whether it affects one person or everyone. One person points at a role, a permission or a device. Everyone points at a setting or at us. That single sentence often halves the investigation.
Worth adding when they apply: which device and browser, whether it worked before and roughly when it stopped, and whether the network dropped around the same time.
Never put patient information in a support message. No names, dates of birth, addresses, phone numbers, diagnoses or clinical notes — and no screenshots with any of that visible, which is the way it usually escapes. Describe the record by what it is, not who it is: “an invoice raised yesterday afternoon for a lab test”, “the third appointment on Tuesday morning”. A reference number, an invoice number or an order number is safe and is all we need. Never send a password, and never send a two-factor or recovery code — nobody at ClinikEHR will ask for one.

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What support can do

  • Explain what a screen is doing and why.
  • Investigate a fault, using your workspace name and the time you gave.
  • Correct a workspace-level configuration problem.
  • Complete integration steps that only we can perform — activating e-prescribing credentials, for example.
  • Change your edition when a workspace was genuinely created as the wrong kind of business.

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What support cannot do

Being straight about this saves everybody a round trip.
  • Change your edition on request. An edition matches the kind of business you signed up as. Moving between them is not an upgrade path and is not something we do to try a different product.
  • Recover data after the recovery window has passed. Deletion is real. Once the window for a deleted account or record has expired, it is gone — for us too. See Delete your account.
  • Move data between workspaces. There is no merge, and no transfer of patients, staff or history from one workspace into another. This is why creating a second workspace to fix a first one is a decision worth thinking about before you make it.
  • Sign in as you, or reset your two-factor. We do not have your password and cannot bypass your second factor. Use a recovery code, or ask an owner of your workspace. See Two-factor authentication.
  • Read your clinical records to find something for you. Access to patient data is audited and restricted for exactly the reason you would want it to be. Tell us what to look at, not who.
  • Undo a deliberate destructive action — a cancelled subscription’s lost features, a deleted record, a disconnected domain — beyond what the product’s own recovery paths offer.

Troubleshooting

Read this first. Most problems are on it.

Roles and access

Why one person sees something another does not.

Audit log

Check what happened and when, before you write in.

Export your data

Getting your records out yourself, without a support ticket.