Patient issue
Start with roster presence, service date, QR location, and expired-link checks.
Open patient guidanceSupport
Use the support page for troubleshooting, triage, and escalation.
This page collects the most common questions, the first operational checks to run, and where to hand off the issue when it becomes an engineering or integration problem.
Staff issue
Check role scope, assigned location, roster import status, and whether the wrong entry path was used.
Open staff guidanceTechnical issue
Use validation, delivery history, metrics, and deploy checks before escalating to runtime or integration debugging.
Open technical guideFrequently Asked Questions
Can we validate the platform without sending real SMS?
Yes. Mock mode, webhook simulation, QR check-in, roster import, intake, exports, provider delivery, and deploy artifact validation can all be exercised locally.
What if the patient cannot be matched from QR?
Verify the roster import, the service date, the patient’s name and phone formatting, and whether the correct location QR was used.
Does the QR code let staff bypass authentication?
No. The QR token only resolves the location context. Roster upload and administrative actions always require authenticated role-based access.
Where do I confirm the implemented routes?
Use API.md, the Postman collection, and the validation report as the implementation-facing source of truth.
Why did a browser action return a CSRF error?
The portal supports cookie-based browser sessions. State-changing requests must include the CSRF token that is paired with the login session.
Triage and Escalation
| Symptom | Owner | Escalate When |
|---|---|---|
| Patient cannot start intake | Front desk | Roster looks correct but matching still fails |
| Import or permission error | Administrator | Location or role assignment appears correct but route still rejects |
| Export or delivery failure | Technical team | Provider history or downstream endpoint is failing repeatedly |
Support Resources
- Operations Guide for patient, staff, and admin usage.
- Technical Guide for engineering and deployment details.
- API Reference for implemented endpoint behavior.
- Postman Collection for repeatable validation.
- Live Patient Demo for the primary customer review path.
- Live Front Desk Demo for staff workflow review.