Troubleshooting

Work through these in order — each step rules out a common cause.

I can't sign in

1. Typo check. Re-enter your email carefully; MediSync emails are case-insensitive but typos are silent.
2. Caps Lock. Is your password capitalised the way you set it?
3. Forgot password flow. See Sign in → Forgot.
4. Browser cache. Open an incognito / private window and try again. If it works there, clear cookies for medisync-solutions.com.
5. Wrong portal. Clinic staff sign in at staff.; admins at admin.; clients at app.. Wrong portal shows "Account not found" even with correct credentials.
6. Account suspended. If billing failed, the whole clinic is locked out until the invoice is paid. Ask your admin.

My reset email didn't arrive

• Check your spam / junk folder.
• Wait up to 5 minutes — some mail systems are slow.
• Confirm the email you entered matches the one on your account.
• Add [email protected] to your contacts.
• Ask your admin to resend an invitation, which also creates a fresh setup link.

Two-factor code isn't working

• Time drift. Authenticator codes depend on the device's clock. On Android / iOS → Settings → Date & time → Set automatically.
• Wrong entry. You added MediSync for a different account. Try a recovery code (generated at 2FA setup).
• Lost device. Recovery codes first; if lost too, your clinic admin can reset 2FA on your account.

My changes didn't save

• Look for a yellow "Saving…" or red "Failed to save" banner at the top — there might be a validation error (missing required field).
• Check your internet connection. MediSync shows an Offline banner when you lose connectivity; changes queue and retry when you're back.
• If you see a 409 conflict banner, someone else edited the same record — reload to see their changes and redo yours.

Appointments look wrong

• Wrong timezone. Check Organization → General → Timezone. All times across the clinic derive from this single setting.
• Day-of-week mismatch. If Tuesday appointments appear on Monday, your browser is in a different timezone than the clinic — MediSync shows in clinic time, so the calendar is correct but the "phone time" might feel wrong to staff in another region.

Clients can't receive SMS

• Verify the phone has a country code (+).
• Confirm the Notifications module is enabled and has credit for your region.
• Some SMS providers block numbers for reasons outside our control (roaming, bulk-block lists) — ask the client to confirm they can receive SMS from short-codes.

My client portal is empty

A new client account isn't automatically linked to your clinic record until a staff member links them at first visit. Until then the portal shows a placeholder.

I can't find a feature the docs mention

• Feature gated by modules. If the docs talk about "invoices" and you don't see the Billing page, your admin has the Billing module turned off.
• Role missing permission. Some features (analytics, billing) are admin-only by default. Ask your admin to grant you the permission.

Still stuck

Contact support with:

• What you were trying to do.
• What you saw instead.
• The time (roughly) — this helps us find the relevant request logs.
• A screenshot if possible.