Answers to the most common questions from Clinic OS users.
OTP codes are valid for 10 minutes. Click Resend Code to get a new one.
Your role doesn't include that section. See the Role Quick Reference. If you think this is a mistake, ask your Admin to review your role.
Sessions last 24 hours. After that, you need to sign in again — this is normal and keeps patient data secure.
Search by phone number — it's the most reliable key. Also check if the patient has been deactivated.
No. Patient records are never permanently deleted to maintain a complete medical and audit trail. You can deactivate a patient to hide them from the active list.
Go to the patient profile → Medical History tab → click Edit. Allergy changes are reflected immediately in the consultation allergy-conflict checker.
An amber flag means the reading is outside the normal reference range. It's a reminder to review the value, not an error. The reading is saved as entered.
Currently, cancel the existing appointment and create a new one with the correct date and time. Direct rescheduling is on our roadmap.
No — completed appointments cannot go back to Scheduled. This protects the integrity of your records.
Finalised consultations cannot be undone. Contact ZidBit support via the Communication Center if there's a serious error.
Check that the appointment status is Scheduled. You can only start a consultation for a scheduled appointment.
The Dashboard shows a Pending Follow-ups widget with all overdue and upcoming follow-ups. You can also go to Follow-ups in the sidebar for a full list with filters. → Follow-ups Guide
Yes — when creating a follow-up during a consultation, use the Assign To field to choose a team member.
The follow-up status changes to Completed and it moves off the pending list. A timestamp is recorded automatically.
Document Management is a Professional plan feature. If your clinic is on the Essential plan, upgrade via Settings → Billing. → Document Management
PDF, JPG, PNG, and common image formats. Any file the browser can upload will work.
Your clinic has a shared pool of 5 GB across all patients. Each file has a maximum size of 10 MB, and a maximum of 5 files can be attached per visit. If the clinic reaches 5 GB, delete older documents to free up space before uploading new ones.
No — deleted documents cannot be recovered. Delete with care.
Go to Settings → Notifications (Admin only) and use the master Patient Notifications toggle. Click Save Preferences after any change. → Patient Notifications Guide
Check these in order: (1) the clinic master switch is on in Settings → Notifications, (2) the patient has an email address on their profile, (3) the per-patient Reminders toggle on the patient's Overview tab is turned on.
Yes. Open the patient's profile → Overview tab → turn off the Reminders toggle. This only affects that patient; all others continue to receive reminders as normal.
Ask the patient to mark the reminder email as "Not Spam" or add the sender to their contacts. This trains their email provider to deliver future reminders to the inbox.
Paid invoices are permanently locked to protect your financial records. Contact your Admin if there's a genuine error.
Only Admin and Billing roles can access Invoices. Ask your Admin if you believe you should have this access.
Not currently. All payments are collected by staff and recorded manually in the Billing section. Online payment support is planned for a future release.
Go to Settings → Billing and select a plan to renew directly — no need to contact support. Your plan activates immediately after payment. Only an Admin can manage the subscription.
Your login email is managed by your Admin. Ask them to update your team member account. → Team Management
Data export is currently handled manually by your Admin in coordination with ZidBit support. Contact us via the Communication Center or the Contact Us form.