Fast recovery guide
Troubleshoot common issues
Resolve access, invitation, data, protocol, and supply-planning problems methodically.
10 min readTroubleshooting
I cannot access a clinic or page
- 1Confirm you signed in with the email that received the staff invitation.
- 2Use the clinic switcher to select the correct organization.
- 3If you are an organization admin and keep landing on Finish clinic setup, complete or finish that wizard first (see Finish clinic setup).
- 4Ask an organization admin to verify that membership is active, your role supports the action, and your location scope matches the site you need.
- 5Complete Security → MFA when the organization requires email verification.
- 6Sign out and back in after a recent membership or role change.
A patient or clinical panel is missing
- 1Confirm the patient link belongs to the current clinic and is active.
- 2Verify that the patient accepted the invitation.
- 3If the location uses Assigned access, confirm you have a grant, care-team listing, or protocol assignment.
- 4Check whether the relevant consent scope is granted, current, and not revoked.
- 5Refresh the patient chart and compare the last-updated time.
A protocol or forecast looks wrong
- 1Recheck dose units, especially mg versus mcg.
- 2Confirm frequency, phase duration, active peptides, and any intended overrides.
- 3Verify vial size, diluent volume, and clinic-entered purchase cost.
- 4Check that a washout is an empty phase and contributes no demand.
- 5Treat the result as an estimate and independently calculate any safety-critical instruction.
The workflow I need is not available
When contacting support, include the organization ID, affected page, approximate time, and a description of the expected and observed behavior. Do not include unnecessary protected health information.