❓ FAQ & Troubleshooting
Answers to the most common questions from Clinic OS users.
Login & Access
I didn't receive my OTP code
- Wait up to 60 seconds — delivery may take a moment.
- Check your Spam / Junk folder.
- Make sure you entered the correct email address registered by your Admin.
- Click Resend Code to request a fresh code.
- If it still doesn't arrive, contact your Admin to confirm the email is correct.
My OTP code is expired
OTP codes are valid for 10 minutes. Click Resend Code to get a new one.
I'm being told I don't have permission to view a page
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.
I've been signed out unexpectedly
Sessions last 24 hours. After that, you need to sign in again — this is normal and keeps patient data secure.
Patients & Medical Records
A patient already exists but I can't find them
Search by phone number — it's the most reliable key. Also check if the patient has been deactivated.
Can I delete a patient record?
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.
How do I update a patient's allergies?
Go to the patient profile → Medical History tab → click Edit. Allergy changes are reflected immediately in the consultation allergy-conflict checker.
Vitals are showing an amber flag — is that a problem?
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.
Appointments
Can I reschedule an appointment?
Currently, cancel the existing appointment and create a new one with the correct date and time. Direct rescheduling is on our roadmap.
Can I undo completing an appointment?
No — completed appointments cannot go back to Scheduled. This protects the integrity of your records.
Consultations
I finalised a consultation by mistake — can I undo it?
Finalised consultations cannot be undone. Contact ZidBit support via the Communication Center if there's a serious error.
The consultation I expected isn't appearing
Check that the appointment status is Scheduled. You can only start a consultation for a scheduled appointment.
Follow-ups
Where do I see all pending follow-ups?
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
Can I assign a follow-up to a specific team member?
Yes — when creating a follow-up during a consultation, use the Assign To field to choose a team member.
What happens when I mark a follow-up complete?
The follow-up status changes to Completed and it moves off the pending list. A timestamp is recorded automatically.
Documents
I can't see the Documents tab on the patient profile
Document Management is a Professional plan feature. If your clinic is on the Basic plan, upgrade via Settings → Subscription. → Document Management
What file types can I upload?
PDF, JPG, PNG, and common image formats. Any file the browser can upload will work.
What is the storage limit?
Each patient has a 50 MB storage limit. If a patient reaches the limit, delete older documents before uploading new ones.
Can I recover a deleted document?
No — deleted documents cannot be recovered. Delete with care.
Billing
I can't edit a paid invoice
Paid invoices are permanently locked to protect your financial records. Contact your Admin if there's a genuine error.
I can't see the Invoices section
Only Admin and Billing roles can access Invoices. Ask your Admin if you believe you should have this access.
Does Clinic OS support online patient payments?
Not currently. All payments are collected by staff and recorded manually in the Billing section. Online payment support is planned for a future release.
Account & Settings
My subscription shows as Expired
Contact the ZidBit team via the Communication Center to renew. Only an Admin can manage the subscription.
I want to change my login email
Your login email is managed by your Admin. Ask them to update your team member account. → Team Management
How do I export clinic data?
Data export is currently handled manually by your Admin in coordination with ZidBit support. Contact us via the Communication Center.