Help Centre

Check registration status: If not registered, the physician should register via the site homepage.

Verify email address: Ensure they are using the correct email address associated with their profile.

Password reset: If email is correct, direct them to reset their password via the portal homepage by selecting the "Forgot password?" link. Note: Direct the user to check all their inboxes (including spam) to locate the incoming email.

Administrator assistance: Administrators can trigger a password reset by clicking "Send Forgotten Password Email" in the physician's profile.

Check pharmacy account: Go to the PHARMACIES menu and search for the pharmacy's account.

Verify account status: If located, ensure the pharmacy's Status is set to "Active".

Check user email: Click "View" and verify that the user's email address associated with the account is correct and active.

Password reset: If everything is correct, direct the user to reset their password by clicking "Forgot password?" on the login page. Note: Direct the user to check all their inboxes (including spam) to locate the incoming email.

Administrator assistance: Administrators can trigger a password reset by clicking "Send Forgotten Password Email" in the pharmacy user's profile.

Update incorrect email: If the email address is incorrect, update it in the user profile under View → Edit, then submit the changes.

Register new users: If the pharmacy user isn't registered, add them via the PHARMACIES menu.

Link expiration: The emailed password reset link is valid for one hour. After this time, it expires, and the user must request a new password reset.

Multiple reset requests: Only the most recent password reset link will be valid. If multiple reset requests are triggered, only the latest link will work. 

Email inbox: Direct the user to check all their inboxes (including spam) to locate the incoming email.

The error message “invalid token” typically occurs when a user attempts to use an outdated password reset link. Each password reset request generates a unique token, and only the most recent token is valid. If the user clicks on an older reset email, it will lead to an expired or invalid token error. 

In this instance, ask the user to initiate one final password reset. Ensure they only use the most recent email they receive. They should wait for that email to arrive, open it, and click the link without triggering another reset in the meantime.

Email uniqueness requirement: Each user must have a unique email address. If the email is already in use (including on an inactive or rejected account), an error message ("Object not updated") will appear.

Administrator assistance: Administrators or Customer Service can update user email addresses linked to inactive or rejected accounts, thereby making that email address available to use on a new account.

Duplicate check: The system checks for duplicate pharmacies by validating fields like Pharmacy Name, Street Address, and Suburb when a new pharmacy is added.

Matching records: If two or more of these fields match an existing pharmacy account, a new account cannot be created and an error will display.

Email uniqueness: Additionally, the email address for the Primary Pharmacy User must be unique and cannot be associated with another user, including inactive or rejected accounts.

Specialty mismatch: This is likely due to a mismatch between the physician's Specialty and the program's assigned Specialty.

Resolution options: To resolve, either update the program's product to include the relevant specialty, or update the physician's specialty in their profile under the PHYSICIANS menu.

Missing place of practice: If a physician encounters a "404 - Institution not found" error while submitting a patient request, it means their profile does not have a linked place of practice.

Resolution: The physician should go to their Profile menu and add a new Institution.

No editing while pending: No, a 'Pending Approval' patient request cannot be edited by any user to maintain the integrity of the submitted information.

Options for changes: If changes are needed, the Approver must either reject the request (allowing the physician to submit a new one) or approve it, after which an Administrator can make changes to certain sections of the request. All changes are recorded in the Activity Log.

Check patient status: Verify that the patient is enrolled and 'Active.'

Nominated pharmacy mismatch: If the patient is active but still not visible to the pharmacy, check the nominated pharmacy in the patient request. If it doesn't match the inquiring pharmacy, an Administrator or Customer Service can update the nominated pharmacy:

1. Go to the patient request and select the new pharmacy under "Select New Pharmacy" and click UPDATE DETAILS.
2. Enter a reason for the update and click UPDATE DETAILS again. This will assign the patient to the new pharmacy.

Order timing restrictions: Orders can only be placed on defined dates based on the product's supply frequency (set by an Administrator in the Product menu).

Unlocking procedure: If an order needs to be placed before the Due Date or Unlock Order Date, an Administrator or Customer Service can unlock it:

1. Locate the patient order and click View, check the UNLOCK ORDER box and update the Due Date field with the new due date.
2. Click Submit and enter a reason for the order update. This will unlock the order for processing, provided a valid date is entered.

Alternative delivery address: Pharmacies can add an Alternative Delivery Address in their Profile. Once added, this alternative address can be selected for any order placed by the pharmacy.

No changes after sending: No, once an order has been confirmed by an Administrator or Customer Service and the status is 'Sent', it cannot be amended. (This is a future platform enhancement.)

Reorder frequency: The reorder frequency for a product is determined by the 'Frequency of Supply' set for the product's dosing regimen (found in the Product menu).

Automatic calculation: After an order is marked as 'Sent', the system automatically calculates the due date for the next order.

Early order placement: If an 'early order placement period' is set in the Program menu, the system will unlock the next order early, according to the number of days specified in the 'early order placement period' field.

Single role only: Each user can only be assigned one role at a time (as each role is linked to a unique email address).

However, if an internal user requires access to 2 different user types, please use "+" in email name string  to enable a second account (eg johnsmith+1@company.com).

No they cannot: Physicians can create and manage patient requests, but do not have access to place or manage orders.

Confirm resource creation: Administrators, go to the Resources menu and make sure the resource is listed.

Check resource status: Ensure the resource is set to 'Active'. The resource must be active to be visible. If it's inactive, change the status to active.

Verify country settings: Make sure the resource is configured to display in the relevant countries for your users.