Frequently asked questions

Accounts & sign-in

I'm locked out of my account.

Follow the Forgot password flow. Your clinic admin can't reset your password for you. If the reset email doesn't arrive, contact support.

I work at two clinics. Do I need two accounts?

No. One account can belong to several organizations. Ask each clinic to invite the same email address. After you accept, every organization shows under Your Organizations on the dashboard home page. Click one to switch to it. You can also switch from the organization menu at the top of the sidebar with See all organizations. Settings → Security & Privacy → Organizations lists the organizations you belong to.

Can I change my email address?

No. Your email is your sign-in name, so the Email field in Settings → Account can't be changed. To use a different email, ask your clinic admin to invite the new address.

Does MediSync support single sign-on (SSO)?

You can sign in with Google: click Login with Google on the sign-in page. See Sign in. Other single sign-on (SAML or OpenID Connect) is not available in the app.

Clients & appointments

How far in advance can clients book?

There is no maximum booking window — any future date with free time on the schedule can be booked. Bookings in the past are refused.

What happens when a client cancels late?

Nothing automatic. The Cancellation Window (hours) setting is recorded but not enforced yet, and MediSync does not charge late-cancel fees. If your clinic charges one, add it to the client's invoice by hand. See Reschedule / cancel.

Can I merge duplicate client records?

Not yet. MediSync stops most duplicates before they happen: a new client whose phone, email or national ID matches an active client is refused, and a match with an archived client offers to restore that record instead. If a duplicate already exists, archive the one you don't use.

Billing

How do plan changes take effect?

Upgrades and downgrades both apply immediately. When the billing period closes, the plan fee is split by the time you spent on each plan. If a downgrade removes modules from your plan, they stay installed as paid add-ons. Uninstall them if you don't need them — see Modules.

Can I get an invoice for last month?

Yes. In the sidebar, open Administration → Billing history. Click PDF on an invoice row to download it.

What happens if a payment fails?

If MediSync charges your card automatically, it tries the card again once a day. 21 days after the due date, the organization becomes read-only: you can see your data but not change it. Pay the outstanding invoice to make the organization active again straight away.

Data & privacy

Where is our clinic's data stored?

MediSync does not choose a storage region per clinic. To ask where your data is stored, contact support.

Can I export my clinic's data?

Only some lists have an Export button, for example Billing history, the audit logs, members and some reports. The client, appointment and note lists have no export. For a full export, contact support.

Are client records encrypted?

Connections to MediSync use HTTPS. For details on how stored data is encrypted, contact support.

Languages

Does MediSync work in Arabic?

Yes — both the staff dashboard and the client portal support English and Arabic with full right-to-left layout. Set the clinic default in Administration → Organization Settings → General → Regional → Default language. Each user can choose their own language in Settings → Appearance → Language.

Do SMS / email reminders respect the client's language?

Not yet. Messages to clients use the clinic's Default language. Pregnancy milestone messages are the only exception: they use the client's own language when one is saved.