Troubleshooting
What to do when something isn't working. Diagnostics, causes and solutions.
- Info
Appointments do not appear in Google Calendar
Two-way sync with Google Calendar is switched off for every clinic and cannot be enabled today. You can push the schedule out over the iCal feed — from the same settings page.
- Warning
The AI assistant does not answer
The AI button is greyed out, ends in a message, or nothing comes back. Four causes cover almost every ticket: AI switched off, the agreement not accepted, an empty credit balance, and a refusal by the safety filter.
- Error
The invoice did not reach KSeF
The invoice is issued, but the KSeF column shows Rejected or Offline mode. You start with the token and the chosen environment, and finish by retrying the submission.
- Error
The medical event did not reach P1
The P1 Health Dashboard shows four numbers and two certificate expiry dates. From them you read whether the whole of reporting has stopped or only a single visit — and that distinction decides what to do next.
- Warning
The pass does not appear when booking
A pass has to meet five conditions at once before it can pay for a visit. You check them one by one in the licence detail — the one that fails most often is the first, an unpaid purchase.
- Warning
The patient cannot get into the portal
The patient creates the account themselves, but access to the clinic's records only comes from linking that account to a patient record. Without it the portal opens empty and says so outright.
- Info
The patient import rejects the data
There is no import wizard in the panel and no screen that rejects a file. Migrating a database from your previous software is done by the Heltio team, and errors in the source data surface in a dry-run report before anything is written.
- Warning
The patient is not getting SMS
The reminder should have gone out and did not. The first four things to check are the number on the record, a send block, the SMS wallet balance, and whether that channel is switched on at all.
- Error
The receipt does not come out of the fiscal register
A receipt usually is not lost — it is waiting. The Bridge indicator in the receipt-list header says whether the go-between program on the reception computer is answering at all, and that settles most tickets.
- Warning
The second clinic is not in the switcher
The switcher at the top of the sidebar shows only clinics where you hold an active membership and whose account is approved. A missing entry almost always means the membership was never activated — not that the switcher is broken.