Questions people ask

Getting around

Q: How do I get back to the Dashboard?

A: Click Dashboard in the top bar, or click your clinic's name or logo at the top left.

Q: The Dashboard only says "Loading…".

A: The page is getting today's numbers. If it stays, refresh the browser. If a red message appears instead, the server could not build the Dashboard; try again in a minute, then contact support with the message.

Q: The numbers did not change after I did something on another page.

A: The Dashboard does not refresh by itself. Click Dashboard again or refresh the browser.

Q: Which list opens when I first come to the Dashboard?

A: Overdue reorders.

Q: What does the colored number on a card mean?

A: Green is good news, red is late or failed, gold needs someone soon, blue is for your information.

Q: What does a card mean? I can't tell from the name.

A: Rest your mouse on it. A one-line note explains it. The same note shows above the list when you open it.

Cards missing or extra

Q: A card disappeared from my Dashboard.

A: Three possible reasons: (1) it hides when its number is 0 and today it is 0; (2) an admin switched it off in Admin → Settings → Dashboard cards; (3) you hid it with Arrange tiles. Click Arrange tiles to see every card; faded ones are hidden by you. Click Show to bring one back.

Q: My colleague sees a card I don't.

A: Each person can hide cards for themselves. Click Arrange tiles and Show it. Also, Auto-prepared, pending approval is left off at 0 for people who cannot stage prescriptions.

Q: Can we turn a card off for everyone?

A: Yes. Admin → Settings → Dashboard cards → untick On for that card (owner or admin).

Q: Can I put the cards I use most first?

A: Yes, with Arrange tiles. Drag them or use ◀ ▶. It only changes your view.

Q: Can I move a card from the Needs attention row into the Memberships row?

A: No. Cards stay in their own row.

Q: I hid a lot of cards and want them all back.

A: Arrange tiles → Reset to default.

Q: Does my layout follow me to another computer?

A: Yes. It is saved with your login, for this clinic.

Numbers

Q: Why does the same patient show on two cards?

A: Cards overlap. For example a reorder waiting for a provider is on Reorders due and on Pending provider approval. Membership cards overlap too (Current memberships includes Active, Suspended and so on). Do not add cards together.

Q: A patient shows twice on "Ordered, shipped" (or once on each Ordered card).

A: These two cards list orders, not patients. The patient has two open orders. Each row's Delivered and Remove act on that row's order only.

Q: The pharmacy shipped an order but it is still on "Ordered, not shipped".

A: The order has no tracking number yet. It moves by itself when the pharmacy's shipping e-mail arrives and matches the patient. If the e-mail matched no patient, it is waiting on Pharmacy → Shipping (card "Shipping e-mails, no patient found"). Orders placed at the pharmacy directly often never send a shipping e-mail; check at the pharmacy and click Delivered or Remove.

Q: The carrier says delivered. Why is the order still on "Ordered, shipped"?

A: The portal does not check the carrier. Someone has to click Delivered on the row (or use Pharmacy → Shipping → Mark delivered for several).

Q: Where did "Ordered, not delivered" and "Placed with pharmacy" go?

A: Since 10/25/2026 they are replaced by Ordered, not shipped (no tracking number yet) and Ordered, shipped (tracking number, not marked delivered).

Q: Why does a patient appear twice in one membership list?

A: They have two memberships. Membership cards count memberships, not patients, like your EMR.

Q: Where is the number of patients?

A: On the Members page. The Dashboard counts memberships.

Q: The list heading says 2 but the card says 9.

A: A filter is on. Click Clear filters.

Q: The card number changed when I reloaded but nobody did anything.

A: Several cards depend on today's date, and the hourly check opens new reorders and updates pharmacy statuses. Also, new data comes from the EMR and the pharmacy during the day.

Q: Why does "Follow-ups not reached" include patients we have not called yet?

A: The card counts calls that are due (next follow-up date is today or earlier) as well as calls where the patient was not reached. Log the call to clear it.

Q: A patient is suspended but the Status column says Active.

A: The Status column is the portal's simple status. Suspended and payment-failed memberships still get reorders, so they show Active there. The Suspended card uses the EMR's status.

Q: A patient's order is overdue but they are not on Overdue reorders.

A: Check that the patient is not archived, has a membership, is not frozen or cancelled, and that their membership type has reorders on. Also check your filters.

Q: I see "Reorders due ≤ 4 days" instead of 7.

A: The card follows your clinic's reorder notice (Admin → Settings → Schedules → Reorder notice).

Q: Why is the Active number lower than yesterday when nobody cancelled?

A: Memberships whose payment did not go through move to Payment failed, Past due or Suspended. Check those cards.

Row buttons

Q: I don't see any buttons on the rows.

A: Your role does not have the permission for that card's button (see the Row buttons table), or none of the rows qualify (for example Delete only shows when a reorder is open and not placed). Ask your owner to change your role's permissions in Admin → Roles.

Q: I deleted a reorder and it came back.

A: Delete throws away that one reorder. If the patient is still due, the next hourly check opens a new one. To stop reorders for a patient, change their membership type or archive them.

Q: Can a provider delete a reorder?

A: Not by default. Cancel an order is on for owner and admin only. The owner can add it to the provider role in Admin → Roles.

Q: I clicked Delivered by mistake.

A: There is no undo on the Dashboard. The order is closed as delivered. Contact your admin or support if it must be corrected.

Q: What is the difference between Delivered and Remove?

A: Delivered marks the order delivered and closes it. Remove closes it as it is (Ordered or Shipped) and only takes it off the list. Both keep the order on the patient's history.

Q: How do I un-archive a patient?

A: Members → tick Show archived → open the patient → Unarchive.

Q: I stopped follow-ups for the wrong patient.

A: Open the patient → Follow-up dates → Turn on.

Q: I hid a patient from Patients with notes. How do I get them back?

A: They come back as soon as anyone adds a new note to that patient. Hiding only affects your own card; the notes stay on the patient page.

Q: Does Dismiss on "Placed at the pharmacy, recorded" delete the order?

A: No. It only takes the row off that card, for everyone. The order stays on the patient.

Reorder pane

Q: Can I order from the Dashboard?

A: Yes. Click the order-status chip on the row, then Order or Open order. Sending to the pharmacy needs Send a staged prescription to the pharmacy (owner and admin by default).

Q: The pane says "No open order, one opens automatically 7 days before …". Can I order early?

A: Yes, if the membership is active and you can stage or send: click Order in the pane.

Q: The pane says "Reordering: not set".

A: The patient has no saved medication and their membership type has no default product. Click Change medication, or Verify last order at (pharmacy) and then Use as medication.

Morning brief

Q: I don't see the Morning brief.

A: Your plan may not include it, or it is folded: look for ▸ Morning brief and click the arrow.

Q: The brief does not match the cards.

A: The brief was written at the time shown in its title. The cards are worked out when the page loads. Reload, or ask an admin to click Regenerate.

Q: Why can't I click Regenerate?

A: Only roles with Change settings can, and only a few times a day (Base 3, Plus 6, Pro 12). When none are left the button is greyed out until tomorrow.

Q: Does the AI see our patients?

A: No. It only gets counts and dollar totals. Click Show the numbers to see exactly what it got.

Q: The brief says "model unavailable, showing the numbers directly".

A: The AI could not be reached, so the portal wrote the brief itself from the same numbers. Nothing is wrong with your data.

Daily summary

Q: I'm not getting the daily summary e-mail.

A: Check: the daily summary is ticked in Admin → Settings → Notifications; you are an owner, admin or provider (or your address is in the extra-recipients box); you have signed in at least once; your login is turned on; and you are not opted out in Admin → Users (Daily summary column). Then use Send me today's summary now to test. Also check your spam folder.

Q: Can a nurse get the summary?

A: Yes. Add their e-mail to the extra-recipients box in Admin → Settings → Notifications.

Q: Why does the e-mail have no patient names?

A: On purpose. E-mail and chat leave the portal, so they only carry counts. Open the portal for the names.

Q: Can I get it later in the day?

A: Yes. Pick a time under Send the summary at (6:00 AM to 9:00 PM, clinic time).

Q: Rejected orders are not in the e-mail.

A: That card is only on the Dashboard. Check it daily.

Q: The e-mail says "due this week" but our notice is 4 days.

A: The subject line always says "due this week". The line inside says "Reorders due within 4 days" and uses your number.

Q: We got two summaries today.

A: The regular summary is sent once a day. A second one is usually a test sent with Send me today's summary now by someone, which goes to their own address only.