Fix common consultation issues

Use this guide to diagnose and fix the most common problems with the clinical consultation workflow.

If you're not sure how consultations work, start with About the Consultation Process.
For setup steps, see How to perform a clinical consultation.

Problem 1 — Cannot click the "Start Consult" button

How you recognise it

• The button is greyed out.

How to fix it

• Check the team member’s permissions (Manager, Admin, or Owner required).

• Go to My Team → Select the team member’s name.

• Select Permissions under Actions.

• Ensure the permission to consult is enabled.

Problem 2 — Expected supervisor is not in the dropdown

How you recognise it

• You are in the consultation screen, but your intended supervisor is missing from the list.

How to fix it

• Ask an administrator to check My Team.

• Verify that the supervisor is set to Active.

• Ensure the supervisor is assigned to the current clinic Location.

• Check your practitioner profile to ensure the supervisor is linked to your Assign Supervisor field.

Problem 3 — Anatomical mapping is not saving or displaying

How you recognise it

• You mark injection sites, but they disappear when you switch tabs or try to submit.

How to fix it

• Ensure you are clicking all intermediate Save or Apply buttons within the mapping tool.

• Check Connection — A temporary network interruption can prevent data from syncing.

• Refresh the page (note: unsaved notes may be lost) and re-enter the mapping details if the UI becomes unresponsive.

Problem 4 — POS is missing the consultation products or billing

How you recognise it

• You’ve submitted the consult, but the receptionist cannot see the treatment items at checkout.

How to fix it

• Check Status — Go to Client Profile → Consultations and verify the status is "Submitted" and not "Draft."

• Verify Submission — If it is a draft, open it and click Review & Submit.

• At the POS, try refreshing the invoice page to sync the latest clinical data.

Still not working?

If the issue persists, gather the following before contacting support:

• The Appointment ID or Client Name.

• A screenshot of the specific area of the consult screen that is failing.

• The names of the supervisor and operator involved.