Most problems at a clinic come down to a handful of causes. This page is arranged by what someone actually says, because that is how the problem arrives.
Start here: check the appointment's status. An appointment that is not confirmed cannot be joined, may not hold its slot, and will not behave like a real booking. It is a pending payment far more often than it is a fault.
Booking problems
| Symptom | Usual cause | Fix |
|---|---|---|
| Booking page shows no slots | Online quota is zero, no rule covers those days, or it is a holiday | Check the doctor's slot rule and the Holidays list |
| Front desk cannot book, slot looks empty | Counter seats used up — or it is a video slot | Video slots are online-only; the patient must book them |
| New doctor not bookable | Doctor added but no slot rule created | Create a slot rule for them |
| Saving a slot rule says it "would offer" more appointments on a day than your plan allows | Your rules that are on offer more appointments that day than your plan's daily allowance, online and counter together | Turn a rule off, lower seats, or raise the allowance under Billing → Customize Limits — lowering seats always saves |
| Slots stop after a date | Slots generate a period ahead | Normal — they extend as time passes |
| Patients booked on a closed day | Closure never marked | Mark it under Holidays; affected patients are flagged |
Login and OTP
| Symptom | What to check |
|---|---|
| OTP not arriving | Number typed correctly (10 digits, no +91) and signal. Texts can take a minute or two; any code from the last few minutes works, so use whichever arrives first |
| OTP rejected | It has expired (a code lasts a few minutes) or was mistyped. Request a fresh one when the button's countdown ends |
| Told to wait before another OTP | The page says how long and until when, e.g. "You can try again in 2 minutes (at 9:32 AM)". Each new code for the same number takes a little longer; after many in one day the time can be tomorrow. Another patient's number is not affected. If it cannot wait, the clinic admin can contact Treatlly support |
| Patient cannot see their bookings | They are signed in with a different mobile number than they booked with |
Nobody at the clinic should ever ask a patient for their OTP, and no genuine message will.
Video consultations
| Symptom | Usual cause |
|---|---|
| "The link doesn't work" | Outside the window (opens 15 min before, closes 40 min after), or an old link after a reschedule |
| Doctor has no Start consultation button | Outside the window, or the appointment is not confirmed |
| Doctor cannot see or hear the patient | Camera/microphone permission refused — reload, press join, choose Allow |
| "It asks me to agree to something" | Video-consultation agreement not yet accepted; accept on that page and rejoin |
| "Video consultation is not enabled for this clinic" | Not active for the clinic — escalate to your admin |
| Patient waiting in the check-in queue for a video visit | Video visits are deliberately excluded from the queue |
| Patient joined the video call, the doctor never did | Give the doctor the full window; then the patient's own Cancel comes back for 7 days with a full refund, or offer a reschedule. Do not mark it a no-show |
| "It says the consultation has already ended" | The doctor ended the call; the doctor can press Reopen consultation until 40 minutes after the scheduled time |
Prescriptions
| Symptom | Usual cause |
|---|---|
| Doctor cannot sign | Signature image not uploaded on their profile — the most common cause by far |
| Signing blocked, items highlighted | Dictated items awaiting review; confirm or correct each |
| Signing blocked on a video visit | A drug class that cannot be prescribed remotely under telemedicine rules |
| "Nothing to prescribe" | No medicines and no investigations — at least one is required |
| Patient cannot find their prescription | Doctor has not signed it yet, or they are looking at the wrong visit |
| No Upload Rx option | The appointment is cancelled, or the row is not hovered (tap it on a tablet). The front desk can upload at any time; doctors once the visit is done |
| Two prescriptions on one visit | The doctor replaced the first. The most recent is valid |
Payments
| Symptom | What to check |
|---|---|
| Appointment stuck on Pending | Payment did not complete. Retry, or take it at the counter |
| "I paid but there's no appointment" | Look for a pending booking against that mobile number |
| Amount settled is less than collected | The payment gateway's own processing fee. Not a Treatlly charge |
| Refund not received | Refunds take time to reach a bank; check the gateway's terms |
Subscription
| Symptom | What to check |
|---|---|
| Cannot find Billing | It is in your account menu, not Settings, and admin-only |
| Unexpected invoice amount | A pro-rata line from a tier change, overage, or a newly enabled add-on |
| Payment failed notice | Re-authorise the mandate from the Billing page promptly |
| A feature is missing | The module or add-on may not be enabled for your clinic |
When to escalate
Contact us if the problem affects patients right now — bookings failing, slots not appearing, payments not going through — or if something looks wrong with money.
Send the clinic name, what you did, what you expected, what happened instead, and the date and time it happened. The exact time matters: it is what we search the logs against. Screenshots help more than descriptions.
Do not send patient health information by email. The appointment time and the patient's mobile number are enough for us to find the record.