Common Questions

Prescribing happens at the end of the visit flow, so start there: open the patient's visit (not just their profile) and work through the charting steps — the final step is where prescriptions are written, including adding another prescription to the same visit. Prescriptions are tied to an order, so confirm the visit has an active order behind it. If the medication list won't load or quantities look wrong, that's a formulary or pharmacy catalog problem — open a support ticket. See Send Prescriptions and Complete Chart Reviews.

Prescriptions go to the pharmacy behind the medication's formulary pairing. If orders should route to a different pharmacy, or two catalog entries exist for the same drug, the pairing — or the pharmacy catalog itself — needs to change: open a support ticket describing the medication and the pharmacy you want, since catalog changes are made together with the pharmacy partner. See Pair Medications.

Open a support ticket with the Prescriptions topic — it routes straight to the pharmacy partner's support team — and attach the patient so they can find the order. Cancellations are time-sensitive: once a pharmacy approves an order for processing, it generally can't be cancelled or refunded, so raise a cancellation the moment you know. See Get Support and Enable Integrations.

Yes — until a prescription goes out to the pharmacy, providers can edit each prescription attached to a visit individually. Have the provider open the visit's prescription step (not the patient profile) and check the actions on each prescription row. If the edit option still isn't there, contact support with the patient context. See Send Prescriptions.

A visit waits at a forms-pending state until the patient completes all required intake, then moves into the provider's review queue, and leaves the active queue after the provider's decision. If a status disagrees with reality, first re-check the patient's actual form completion from their profile — that explains most cases. If the status is genuinely wrong (say, a completed visit stuck in progress), file a support ticket with the patient and visit context rather than trying to force the status. See Review Queue.

Use the Void action in the three-dot menu on the row. Errored prescriptions can be voided so the queue only shows the attempt that went through, and visits that shouldn't be completed — duplicate submissions, refunded orders — can be voided or cancelled so they stop showing up as pending work. If someone on your team can't see the action, tell support which role and screen. See Track Orders and Review Queue.

Booking isn't one shared calendar: each visit is routed to a provider based on who has availability and the fewest visits, and the patient books within that provider's open slots. That means a single provider with an empty availability calendar can produce "no availability" for their patients even while colleagues have open time. Make sure every prescriber keeps their availability current, and review coverage state by state. See Schedule Visits and Set Availability.

Go to Reports, open the Visits report, filter by date range, client, and visit type, then export the CSV — that report is the intended source for reconciling completed encounters across your network. Run it per billing period rather than reconstructing from the visit queues. If an export looks incomplete or a visit type label looks wrong, flag it to support. See Run Reports.

Network roles — admins, providers, and delegates — can message patients from the patient's profile, and patient invite and login-link actions live in the three-dot menus on the patient list and profile. Patients themselves get messaging once they have an order. If one of these actions is missing or erroring for a specific role, report it — gaps here are treated as access bugs to fix, not policy. See Roles & Permissions for the full role matrix and Message Patients for the messaging workflow.

Two common causes: search can match on the patient's account email rather than their display name — so try the exact email if a name search fails — and visits only appear on the dashboard of the provider they're assigned to. Verify the visit from the patient's profile as an admin and check which provider it's assigned to. If the assignment is right and the provider still can't see it, escalate to support with the patient, provider, and visit date. See Find Patients.

Admins and providers can correct patient demographics from the patient's chart — and it's worth doing before prescribing, because a wrong date of birth can block the pharmacy from filling, and a missing one can even block the patient from logging in to finish intake. After correcting it, double-check that the generated chart note reflects the fix. If an edit won't save, file a support ticket. See Find Patients.