Common Issues

Find quick fixes for the problems users ask about most often.

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I can’t log in

1. Make sure you are using the right URL: https://id.odontox.io.
2. Check that you are using the email address your clinic invited.
3. If you forgot your password, use the Forgot password link on the login page.
4. If your clinic’s trial has expired, only admins can log in until a subscription is started.

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I can’t see my clinic

• You may have been invited to a clinic but not accepted the invitation yet. Check your email.
• Your user account might be linked to one clinic but not another. Ask an admin to invite you to the correct clinic.
• If your role was removed from the clinic, you will no longer see it.

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I can’t see a feature

A missing feature is usually one of these:

1. Your role does not have permission. Admins can check your permissions under Settings → Staff Management.
2. The module is not enabled. Go to Marketplace to see available modules.
3. Your plan does not include it. Check Settings → Subscription.
4. Your trial expired. Some features are limited until you subscribe.

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My appointment won’t save

Check these common causes:

• The slot is outside your clinic’s operating hours.
• The doctor is marked off or the slot is outside their working hours.
• The patient already has another active appointment at the same time.
• You entered a duration that runs past closing time.

The error message usually tells you exactly which rule blocked the booking. How booking safeguards work →

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My WhatsApp message didn’t send

1. Check that the WhatsApp module is installed from the Marketplace.
2. Make sure the template you are using is approved by Meta.
3. If you are outside the 24-hour conversation window, you can send only approved templates until the patient replies.
4. Check that every variable in the template is filled in.

How the WhatsApp conversation window works →

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My invoice total is rejected

Your clinic has a safety cap for invoices and quotations. If your total is higher than the cap, ask an admin to:

1. Go to Settings → Documentation → Document Amount Limits.
2. Raise the cap or remove it.
3. Try creating the invoice again.

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I tried to record a payment but it failed

• You cannot enter a payment larger than the outstanding invoice balance.
• Make sure the invoice is not already paid in full.
• If you are recording a partial payment, the remaining balance must stay positive.

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My patient did not receive a portal invite

1. Check that the patient has Provide portal access ticked in their profile.
2. Ask the patient to check their spam or junk folder.
3. Verify the email address is correct.
4. You can resend the invite from the patient’s profile.

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A staff member can’t access something

1. Check their role: Admin, Doctor, or Receptionist.
2. Check for permission overrides under Settings → Staff Management.
3. Make sure the feature’s module is enabled.
4. Confirm the clinic’s plan includes the feature.

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Something still isn’t working

If none of these steps solve your problem:

• Email us at [email protected]
• Open a support ticket from Settings → Support inside OdontoX