Troubleshooting

1:1 Online Appointments: A Troubleshooting Guide

From your camera or audio not working, to having trouble connecting to the virtual appointment, sometimes things don’t go as expected during a telehealth call. That’s why we’ve put together a few suggestions that can help in troubleshooting these issues for a much smoother experience.
Mailchimp Integration: A Troubleshooting Guide

Every once in a while with changes to the code and full-on software updates, we see the communication between Jane and Mailchimp get disrupted. No fear, however! If you head to the integrations area of your Jane account, you can manually push an update to your mailing list with just the click o...
My Client Didn't Receive their Clinical or Outcome Measures Survey: A Troubleshooting Guide

Did your client not receive their Clinical Survey? Here’s a quick guide to help figure out why this might be the case. Though if you’re looking for information on how to set your surveys up, here’s our general guide on Clinical Surveys and Outcome Measures Surveys
Why isn't my Availability Displaying Online? A Troubleshooting Guide

TLDR: There are a number of settings that impact online availability, so you’ll want to ensure you check at least these 5 places: Online Booking Settings, Shift Settings, Staff Settings, and your individual Treatment Settings.
Staff Member not Showing up on Schedule

So you’ve just added a new staff member, but they aren’t showing up on the schedule yet.
Jane Support & Resources: Getting Help With Your Account

Sometimes, it’s just nice to talk to a real human. Our Support Team is ready to answer your call and we’re proud to share our phone wait times are usually only a couple of minutes!
Missing the Insurers Tab? Adding the Insurance add-on to the Practice or Thrive Plan

Are you trying to set up your Insurers but the tab seems to missing? It sounds like you might not be signed up for Jane’s insurance add-on. Heads up — the insurance add-on can be added to the Practice or Thrive plans.
My Patient or Client Didn’t Get Their Email Reminder: A Troubleshooting Guide

You will just want to check and make sure that they are opted in on their profile. If not, you can click the pencil, scroll down and opt them in. I’ve demonstrated how to check and how to opt them in, in the GIF below:
Deep dive into calendar subscription issues with iCalendar

This guide will be for those who have already gone through the basic troubleshooting steps for Calendar Subscriptions. If you’re landing on this guide first, head on over to Troubleshooting your Subscribed Calendar to try the basic steps first.
Troubleshooting Tips for Subscribed Calendars

If you’ve landed on this guide it sounds like you might be having troubles with your Subscribed Calendar from Jane.
Help! I'm A Practitioner But Keep Getting Logged In As A Patient

This is often caused by one of two scenarios but can easily be fixed.
Fullscript FAQ + Troubleshooting

There is no limit to the number of practitioners you can have integrated to Fullscript. Each practitioner will need to have their own profile in Fullscript to add and create recommendations. Once you’ve set up a Fullscript account, you can add the integration by following our Fullscript and Jan...
Contact to Book

Do you need to approve bookings before they get scheduled? Jane’s Contact to Book setting lets you show your availability online, but prompts patients to call you to schedule their appointment so you can approve the time.
Why Does My Patient or Client’s Email Say ”Bounced”?

When you’re seeing the ‘bounced’ tag on a patient profile, or the messages in the Message Log are followed by a ‘Bad_Recipient’ tag, this indicates that the email has been sent, but was returned as undeliverable (Return to Sender– email style).
I Can't Access my Jane Account: A Troubleshooting Guide

If you’re looking for help resetting your username or password, that can be found here.
Jane Payments Terminal Troubleshooting

Here are a few useful suggestions that you can try if you’re experiencing any trouble with your Jane Payments Terminal.
Online Appointments for Groups: A Troubleshooting Guide

Here are a few useful suggestions that you can try if you’re experiencing any trouble using Online Appointments for Groups.
What to Do if Your Laptop/Phone is Lost or Stolen

Oh, no! Your device has just been stolen. What should you do?