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.
Are you seeing these symptoms?
- The switcher at the top of the sidebar shows only one clinic
- A second clinic added you to their team, but nothing changed
- The switcher shows **No clinic selected**
- You see **Your account is not a member of any clinic.**
- A clinic you used to work in has disappeared from the list
The clinic switcher sits right at the top of the sidebar — initials and a name. A screen reader announces it as Active clinic. The list underneath is not a setting or a view that can be expanded "wider": it holds exactly those clinics in which you have an active membership and whose clinic account is approved.
Hence the whole diagnosis: do not look for a fault in the browser, check the state of the membership.
How to do it
Check that you are on the second clinic's team list
Ask the second clinic's administrator to open Settings → Team members and look for your address.
That list shows only people with an active membership. If your address is not on it, access has not been activated yet — even if someone clicked Invite Member and saw a confirmation.
Check the address matches character for character
Invite Member works only for a person who already has a Heltio account on exactly that address. A typo or a second work address produces the same result as no account at all: the confirmation appears and nothing is created.
Check which address you are signed in with, and give the administrator exactly that one.
Report it to support if the membership is stuck
A membership created by Invite Member starts out inactive and needs confirming from your side. There is no screen in the app today on which it can be confirmed — neither in the panel nor in the mobile app. The effect is that the clinic does not appear in the switcher, even though the administrator sees a send confirmation on their side.
Write to Heltio support with your account address and the name of the clinic that is supposed to take you on. That is the only route until the confirmation screen is added.
Check whether the clinic disappeared for another reason
A clinic also drops off the list when its account is not approved — awaiting acceptance, suspended, or rejected. It disappears the same way when your access is withdrawn: removal takes effect immediately, and the app says so outright — "They will lose access immediately. This action cannot be undone."
There is no separate "former clinics" screen. In these cases the entry disappearing is correct behaviour, not a fault.
When something does not work
No clinic selected
What this means: The browser remembers no choice — or the clinic it remembered has dropped off your list.
Your account is not a member of any clinic. Contact your administrator to be added to a clinic.
What this means: You have no active membership anywhere — either access was withdrawn, or the clinic is still awaiting approval.
Select a clinic to view settings.
What this means: Settings are always the settings of one specific clinic, and none is active.
This person is already a member of the clinic.
What this means: The administrator is trying to add an address that already has an active membership in this clinic.
Who has access
Clinic AdminOnly the clinic owner and administrator can add someone to the team. Other roles see Team member management is available to clinic owners and administrators only. The last owner cannot be removed or demoted.
The switcher itself is visible to everyone — it shows only the signed-in person's own clinics, and there is no way to peer into anyone else's through it.
Related
- Working across several clinics — how the switcher works day to day.
- A clinic invitation and accepting it — the invitation screen and its states.
- Choosing a clinic — the same thing from the settings' side.