FAQ
Frequently asked questions across all user types.
Frequently asked questions
Accounts & sign-in
I'm locked out of my account.
Follow the Forgot password flow. If that doesn't work, contact your clinic admin — they can reset your account.
Can one person have two accounts?
No — MediSync enforces one account per email. If you work at two clinics that both use MediSync, ask each to invite you under a different email.
Can I change my email address?
Yes — Account → Profile → Email. MediSync sends a verification code to the new address; enter it to confirm.
Does MediSync support single sign-on (SSO)?
Google sign-in is available for all users if the clinic admin enables it. SAML-based SSO for enterprise plans is on the roadmap.
Clients & appointments
How far in advance can clients book?
Your clinic admin sets the maximum advance booking window — typically 30, 60, or 90 days. See Clinic admin → Modules → Appointments.
What happens when a client cancels late?
If they cancel inside the clinic's cancellation window, it counts as a late cancellation and may trigger a fee. Cancellations you (the clinic) make never penalise the client. See Reschedule / cancel.
Can I merge duplicate client records?
Admins can merge duplicates via Clients → More → Find duplicates → Merge. Receptionists can flag duplicates for the admin using a tag.
Billing
How do plan changes take effect?
Upgrades apply immediately with a pro-rated charge. Downgrades apply at the end of your current billing period, so you don't lose access mid-month.
Can I get an invoice for last month?
All invoices are on Organization → Billing → Invoices. Download any of them as PDF.
What happens if a payment fails?
MediSync retries automatically for a few days. After three failed attempts, the organization is suspended — pay the outstanding invoice to reactivate within a minute.
Data & privacy
Where is our clinic's data stored?
MediSync hosts data in the region closest to your clinic's timezone. Specific regions and compliance certifications are on the product landing page.
Can I export my clinic's data?
Yes — admins can export client lists, appointments, and notes from within each section. For a full system export, raise a request with support.
Are client records encrypted?
Yes — in transit (HTTPS / TLS 1.3) and at rest (AES-256).
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 default in Organization → General → Default language; each user can override in their own profile.
Do SMS / email reminders respect the client's language?
Yes — each client has a preferred language field captured during intake. The messages they receive use that language.