Signing in
My password is not accepted, and I am sure it is right
My password is not accepted, and I am sure it is right
Almost always the wrong email address rather than the wrong password — a work address and a personal one, or a typo that autofill has been saving for months. Check the address, then reset the password from the sign-in page if you are still stuck. If a colleague set your account up, the address is whatever they invited.
Verification required
Verification required
The sign-in page runs a short bot check before it will submit, and the submit button stays disabled until it has passed. Wait a second for the challenge to complete, then try again. It is single-use, so a failed attempt needs a fresh one — the page refreshes it for you. A strict privacy extension or a blocked corporate network can stop the check loading at all; try another browser or turn the extension off for the sign-in page.
It is asking for a two-factor code and I cannot produce one
It is asking for a two-factor code and I cannot produce one
Use one of the recovery codes you saved when you set two-factor up — each works once, in place of the code from your app. If you have none left and no access to the device, an owner of your workspace can reset two-factor for you. Support cannot do it on your behalf without that. See Two-factor authentication.
I signed in and it sent me straight to 'set a new password'
I signed in and it sent me straight to 'set a new password'
Your account was created with a temporary password, or an owner reset it, so the first sign-in requires you to choose your own. Set the password and you go on to the app. Choose a genuinely new one — reusing the temporary password leaves the account in the state it was trying to get you out of.
I set up a passkey but I am not offered it
I set up a passkey but I am not offered it
Passkeys are tied to the device and browser they were created on. On a different machine, a different browser, or a private window, sign in with your password. Also check you are on the same address you enrolled on — a passkey created on one domain is not offered on another. See Account security.
I keep getting signed out
I keep getting signed out
Sessions expire, and a browser set to clear cookies on close ends your session every time you close it. If it happens hourly rather than daily, check for a privacy extension clearing site data, or a shared machine where someone else signs in to ClinikEHR after you. On a till or a shared device, sign in at the start of each shift as a habit — an expired session is also what stops offline work syncing.
Two-factor is being demanded when it never was before
Two-factor is being demanded when it never was before
Your workspace now requires it, or you opened a screen with patient data from a session that was not verified with a second factor. Complete the verification. See Two-factor authentication.
I cannot see a feature
Work down these five in order. The first one that fails is your answer, and each has a different owner.1. Is it in your edition?
1. Is it in your edition?
An edition decides which modules exist at all. A pharmacy has no consultation screen; a diagnostic centre has no ward. This is set when the workspace is created and is not a setting anyone can change. See The three editions.
2. Is it on your plan?
2. Is it on your plan?
Plans unlock features. If the feature exists but shows a locked card or an upgrade prompt, it is this one. Also check your subscription is actually active — a failed payment collapses every paid feature back to Free until it is settled. See Change your plan.
3. Does your role have the route?
3. Does your role have the route?
Roles decide which pages a person may open. On a hospital, an owner can change this per role under Settings → Role Navigation. If the page is missing from your sidebar entirely, this is the likely cause. See Roles.
4. Do you have the permission?
4. Do you have the permission?
You can be on the right page and still not be allowed to perform one action on it — voiding a payment, changing a price, seeing a total. Permissions are per person and are set by an owner. Figures you may not see render as a dash, not a zero. See Permissions.
5. On a hospital — is the care area on?
5. On a hospital — is the care area on?
Switching a care area off removes its navigation group, its settings tab and its analytics report together. If a whole department has vanished at once, this is it. See Care areas.
A settings tab is missing
A settings tab is missing
The same five apply, and there is one extra behaviour worth knowing: a link to a settings tab your workspace does not have opens General instead of an error. Landing on General unexpectedly means the tab does not exist for you. See Settings: what’s where.
Money and billing
Paid features have all disappeared at once
Paid features have all disappeared at once
Your subscription payment failed, and a subscription that is not active collapses every feature gate back to Free. Nothing has been deleted — update the payment method and the features come straight back. See Payment methods.
I cannot delete an invoice
I cannot delete an invoice
If it has payments recorded against it you are told: “This invoice has recorded payments and cannot be deleted. Cancel it instead to keep the record.” That is deliberate — deleting it would delete the record of money that changed hands. Cancel it, which leaves an auditable trail. See Invoices.
A payment link is refused, or the wrong provider opens
A payment link is refused, or the wrong provider opens
Your workspace’s currency decides the provider: Nigerian Naira uses Paystack, every other currency uses Stripe. If the connected provider does not match the currency, links fail. Check Settings → Billing for the currency and Settings → Online Payments for the connection. See Currency, tax and free-clinic mode.
Money is shown in the wrong currency
Money is shown in the wrong currency
One setting drives every price in the product: Settings → Billing → Currency, and only an owner can change it. Note that changing it does not re-price anything already recorded — the numbers stay, the symbol changes.
Nothing can be charged anywhere
Nothing can be charged anywhere
Free Clinic Mode is on, on the Billing settings tab. It disables all charging for the whole workspace, and shows a green Free Clinic badge on that card.
A total shows a dash instead of a number
A total shows a dash instead of a number
Either that record genuinely has no amount — the product never invents a figure to fill a gap — or you do not have permission to see the figure. Visibility denials degrade to a dash rather than an error. See Permissions.
Email is not arriving
Check these four in order. Three of them are switches, and each governs a different recipient.1. The workspace master switch
1. The workspace master switch
Settings → Notifications → Email notifications. Off pauses all non-essential email for the whole workspace, without changing your category settings.
2. The category switch
2. The category switch
On the same tab. Appointment, Billing, Document and the rest each switch independently. See Notification preferences.
3. Your own personal switch
3. Your own personal switch
Email to you as a person is governed by your notification settings, not by the workspace tab. This is the most common miss — a muted category in one place while the mail was coming from the other.
4. The address on the recipient's record
4. The address on the recipient's record
A missing or mistyped address means nothing can be delivered and nothing will ever appear as an error to you. Check the address on the patient’s, customer’s or staff member’s own record — including the obvious ones like a trailing space or
.con.Transactional email is never affected by any switch
Transactional email is never affected by any switch
Receipts, password resets, sign-in and security alerts, and alerts about your own subscription always send. If you are trying to stop one arriving, change the address it goes to — there is no switch, by design.
It is in their spam folder
It is in their spam folder
Worth checking before anything else, especially for a first email to a new address. Ask the recipient to mark it as not spam, which trains future delivery.
Printing
A thermal receipt prints blank, or stops halfway down
A thermal receipt prints blank, or stops halfway down
The printer is being given the wrong paper form. Silent printing needs the paper size to be set for that printer on that computer — it is a per-machine setting, so a till that works and one that does not usually differ only here. See Thermal printers.
Nothing prints and no dialog appears
Nothing prints and no dialog appears
The desktop app prints silently to the configured printer; a browser opens the print dialog. If you expected a dialog and got nothing, you are in the desktop app and the job went to the printer. If you expected silence and got a dialog, the shell could not reach the printer. See The desktop app.
A downloaded document is a tiny file and will not open
A downloaded document is a tiny file and will not open
A PDF that is a few dozen bytes is a failed download, not an empty document — what saved was an error message rather than the file. Try again; if it keeps happening, note the record and the time and contact support.
A report printed with no signature or credentials
A report printed with no signature or credentials
The signing clinician has no licence details recorded on their user profile. Add them and generate the report again. See Your profile.
A report is stamped as a draft
A report is stamped as a draft
The record is not signed or reported yet. A preliminary document is marked so deliberately — it must never leave the building looking final. Complete and sign the record, then download it again.
Offline and syncing
This device does nothing useful offline
This device does nothing useful offline
A device must have loaded that screen at least once while online. A brand-new tablet, or a till nobody has signed in on, has nothing cached. Sign in and open each screen you will need before the connection matters. See Working without internet.
Items have been waiting to sync for a long time
Items have been waiting to sync for a long time
Confirm the device is genuinely online — a weak connection can look connected — then select Sync now on the offline panel. Remember the queue lives on the device that captured it: a tablet in a drawer will not sync from anyone else’s machine.
An item is held for review and will not retry
An item is held for review and will not retry
It was refused, and a refused item is never retried automatically — usually because the facts changed since it was captured. Resolve the underlying problem and re-enter the item by hand. A refused medication administration is a patient-safety matter, not an admin one: check the drug chart and the patient before anything else.
Sign in to sync
Sign in to sync
Your session expired while the device was offline. Sign in on that device and the queue continues by itself. Nothing is lost — but do not clear the browser’s data or reinstall while anything is waiting.
The stock level or total I saw was wrong
The stock level or total I saw was wrong
It was a snapshot, and it was labelled with the time it was taken. Stale figures are always marked as stale — the label is the point of the number, not decoration. Reconcile with a stock count after a long outage.
An order captured offline came back unpaid
An order captured offline came back unpaid
Correct, and deliberate. Payment is never captured offline; replayed orders arrive pending payment and are settled at the desk.
Scanning
The scanner types the barcode into the wrong box
The scanner types the barcode into the wrong box
A wedge scanner behaves like a keyboard, so it types wherever the cursor is. Select the scanning field first, then scan. If it is typing into a search box at the top of the page, that is where focus was.
The camera scanner will not start
The camera scanner will not start
Two requirements: the page must be on a secure connection, and the browser must have camera permission for the site. Check the permission in the address bar, and note that a permission denied once is remembered until you change it. See Barcode scanners.
A scan finds nothing
A scan finds nothing
That barcode is not saved against any product. Find the product by name, open it, and save the barcode to it — then the same scan works from then on.
A scan enters the digits but does not submit
A scan enters the digits but does not submit
The scanner is not configured to send a carriage return at the end of a scan. Most scanners have a configuration barcode in their manual for this; it is a scanner setting, not a ClinikEHR one.