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.
A patient's ID is attached to their record but won't open
The document appears in the patient's record, but opening it shows a blank screen or one that keeps loading, sometimes with just the file name showing. This is most often seen when the patient signed up and uploaded their ID through the built-in browser inside a social media app (for example TikTok) rather than a normal web browser.
Ask the patient to open the portal directly in Safari or Chrome and upload their ID again — it will appear as a further attachment on their record that opens normally. Please avoid putting the patient on hold for an invalid ID on the strength of a document that won't open, as the ID itself may be perfectly valid. If a re-upload from a normal browser still won't open, send the patient name and the date of the upload to support.
A patient sees "can't establish a secure connection" or the portal won't load at all
The page is not loading rather than the login failing, so nothing has reached the platform and there is no failing request to find in the activity log. Checks to run and to ask for:
Confirm the exact address the patient is opening, letter for letter. It must be the clinic's patient subdomain (for example patient.clinicdomain.co.uk) — the clinic's main marketing website, an old bookmark, or subdomains such as www/portal/app will not resolve and produce exactly this error.
Ask the patient to retry on mobile data instead of Wi-Fi, and in a different browser or on another device. Public or guest Wi-Fi, a VPN, a corporate/home content filter, or an out-of-date iOS is the usual cause.
Check the clinic record's patientDomain (and whether patientUrl is set) so you know which address should be used.
If it still fails on mobile data with the correct address confirmed, escalate with the patient's email and the time of the attempt so the certificate and edge nodes can be verified for that domain.
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.