Network setup
Go live
Take a client live: get it ready, run one test order end to end in sandbox mode, then approve the go-live request on your Dashboard (or turn sandbox mode off yourself).
Take a client from sandbox testing to real patients: run one test order, then approve their go-live request. Left menu → Dashboard → Action items. Provider Network Admin of the client's primary network. Available while the client is in sandbox mode.
Questions people ask
Is there a separate sandbox environment or API key?
No. Sandbox mode is a setting on the live account, so nothing needs setting up again at go-live.
Does a test order reach a real clinician?
No. Your providers never see a sandbox visit. The client's Client Admin decides it with Simulate…, acting as the Sandbox Provider.
Must test orders be cancelled before sandbox mode is turned off?
No. Approving go-live, or unticking Sandbox mode, deletes the orders, visits and lab orders placed in sandbox mode, paid ones included. A real patient who ordered in sandbox mode orders again once the client is live.
Where to find it
Left menu → Dashboard → Action items. Client settings are under Clients → open the client → Administrator.
Who can use it: Provider Network Admin of the client’s primary network. Page: /dashboard.
What you can do here
- Get the client ready to test
- Run an end-to-end test order
- Approve the go-live request
- Turn sandbox mode off or on yourself
Get the client ready to test
Do this before you ask the client to place a test order.
Set the client up
Protocols, providers and visit fees: follow Onboard a new client end to end.
Put it in sandbox mode
Clients → the client → Configuration → tick Sandbox mode. Everything works except that prescriptions and lab orders aren't sent out, and your providers don't see its sandbox visits.
Check your providers
The Dashboard's Onboarding tile reads 0; the client's providers have verified licences in the test states.
Check your rules
Review Settings — Operations and your operating hours.
You'll know it worked when the client's profile shows Sandbox mode ticked.
Who can do this: Provider Network Admin of the client's primary network.
Run an end-to-end test order
One order run all the way through catches what settings pages miss.
The client buys as a patient
From their storefront, in a private window, with a test email and a 100% promo code, completing payment, intake and labs.
Simulate the visit
Your providers never see a sandbox visit. The client's Client Admin clicks ⋮ → Simulate… on the order, or opens Settings → Developers → Sandbox, and runs a Next step to approve, defer or deny it as the Sandbox Provider.
Follow the order
In Orders, every gate should be cleared.
Leave the test orders
Approving go-live deletes them.
You'll know it worked when the simulated visit has a decision and its order has no open blocker.
Who can do this: the client places the order and simulates the visit.
Approve the go-live request
This is the switch that takes a client live.
The client requests it
Their Client Admin clicks SANDBOX MODE at the bottom of their left menu → Request go-live.
Find the card
Your Dashboard → Action items shows Go-live request with the client's name.
Approve
Click View client profile to double-check, then Approve.
You'll know it worked when the card disappears and SANDBOX MODE leaves the client's menu. New prescriptions and lab orders now go to pharmacies and labs. The client's sandbox orders, visits and lab orders are deleted, paid ones included.
Who can do this: Provider Network Admin of the client's primary network. The client can request but never approve.
Turn sandbox mode off or on yourself
Use this when the client can't send a request, or to test again.
Open Configuration
Clients → click the client → Configuration.
Change it
Untick Sandbox mode to go live; tick it to test again. It saves at once. Unticking it deletes the client's sandbox records, as approval does.
You'll know it worked when the toast reads Sandbox mode disabled (or enabled).
Who can do this: Provider Network Admin of the client's primary network, or GEN Health Support.
What can go wrong
| What you see | Why | Fix |
|---|---|---|
| The test visit isn't in your queues | Providers never see a sandbox visit | The client decides it with Simulate…. If there's no visit at all, read the order's blocker in Orders. |
| A real patient's prescription won't send; it mentions sandbox mode | The client is still in sandbox mode | Approve the go-live request, or untick Sandbox mode. |
| The client sees Your account needs a primary provider network before you can request go-live. | No primary network is set | Ask GEN Health in Support to assign one. |
| A real payment landed in the payment processor's test mode | The processor's test mode is separate from sandbox mode | The client checks their processor keys are live in Billing, then asks GEN Health Support about that order. |
Next
Was this helpful?