Troubleshooting

OTP not received

Possible cause: weak mobile signal, DND filtering, or requesting codes too quickly.

What to do: wait for the resend timer, verify the number, then request a fresh code.

Permission pending

Possible cause: the hospital is awaiting platform verification.

What to do: wait for approval; do not submit duplicate requests from the same number. Contact support if delayed unusually.

Login problems

Possible cause: expired OTP, changed mobile number, or deactivated staff account.

What to do: request a new code, confirm you use the registered number, or ask your Hospital Admin to check your account status.

Branch, doctor or department limit reached

Possible cause: usage hit the plan allowance.

What to do: existing data is safe — upgrade the plan or add the Multi-Branch add-on for branches.

WhatsApp unavailable

Possible cause: add-on not active (Clinic), unverified sender, or monthly fair-use cap reached.

What to do: check subscription add-ons and sender verification; transactional messages still proceed while bulk pauses at the cap.

Subscription upgrade pending

Possible cause: an incomplete payment or approval step.

What to do: check the subscription status screen and retry; contact support with the hospital name if stuck.

When to contact support

Contact support with your hospital name, the screen where the problem occurs, and the time it happened. Never share OTP codes with anyone.