---
title: "Fix common consultation issues"
url: "https://support.cosmesoft.app/en/article/fix-common-consultation-issues"
language: "en"
last_updated: "2026-09-01T22:35:53.478Z"
---

# 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.

* * *

##