Common Issues & Solutions
Login Issues
| Problem | Solution |
|---|
| Not receiving OTP | Check phone number, wait 60 seconds, retry. Check SMS isn't blocked. |
| OTP expired | OTP is valid for 5 minutes. Request a new one. |
| Account not found | Ensure you're using the correct clinic URL. Register if new. |
Appointment Issues
| Problem | Solution |
|---|
| No available slots | Check if doctor has active slot rules. Verify no holidays block the dates. |
| Cannot book | Ensure the slot is still available. Complete your profile first. |
| Payment failed | Try a different payment method. Check with your bank for blocks. |
| Cannot cancel | Cancellation may be restricted close to appointment time. |
| Teleconsultation slots missing | Check if clinic has Teleconsultation add-on active. Admin must create teleconsultation slot rules. |
Prescription Issues
| Problem | Solution |
|---|
| Cannot view prescription | Prescription is uploaded after appointment completion. Check with reception. |
| Prescription not uploaded | Receptionist must upload from the completed appointment page. |
| Layout looks wrong | Doctor should update prescription layout from their profile settings. |
Admin Issues
| Problem | Solution |
|---|
| Slots not generating | Check slot rules are active. Verify the background job is running. |
| Doctor not visible | Ensure doctor is active and has at least one slot rule. |
| Payment not received | Check Razorpay dashboard. Verify webhook configuration. |
| Usage limit reached | Upgrade your quota from Settings → Usage Limits. |
| Add-on not working | Verify add-on subscription is active in Settings → Billing. |
Need More Help?
If your issue isn't listed here:
- Use the Request Help button on any article
- Email us at support@treatlly.com
- Include your clinic name, screenshots, and steps to reproduce the issue
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