FAQ and Troubleshooting

• How do I change the date format, time zone, and units of measurement in Provet Cloud?

• I didn't receive an email with a link to my clinic's Provet Cloud from the general login page
• I didn't receive the SMS with the code for two-factor authentication
• The two-factor authentication code I entered doesn't work
• How do I remove users from the Quick login / Switch user page?

• I want to change my pin code
• I forgot my pin code
• I want to switch departments in the mobile app

• Can I edit diagnoses on finalised consultations?
• Can I edit clinical notes and discharge instructions on finalised consultations?
• I accidentally marked a planned treatment item as done. How do I restore it as planned?

• My Referral Portal sign-in link has expired. How do I get a new one?
• A referral has been sent from the Referral Portal, but it does not show in Provet Cloud
• Referral has arrived in Provet Cloud, but I cannot see any attached files
• Appointment was booked for a referral in Provet Cloud, but the status has not updated in Referral Portal
• How do I attach a file to my feedback to the referring veterinarian?
• Is there a size limit for attachments in referrals?

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• I have trouble connecting my screen
• Content is too small or big on my screen. How do I adjust the screen layout?
• How many patients can I see on one screen?
• Can I have one small tablet outside each case showing the patient?
• How do I show patients who wake up in our ICU after surgery but don’t belong to the ICU?
• What is an action?

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• Can I change the payment method if I accidentally selected a wrong one?
• Can I change the payer of the invoice if the invoice is already finalised?
• Can I delete the counter sale if the client decided to cancel the purchase or return the item?

• Why can't I edit or delete an invoice?
• How can I avoid credit notes?
• How do I fix an error on a credit note?
• I accidentally created a credit note, the original invoice was correct
• I created a credit note but used the wrong date
• I added a payment on a wrong invoice

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• Can I get an End of Day report from a Provet Pay terminal?
• How do I return a payment terminal?
• How do I start using MOTO payments?
• Why was the payment declined?
• How long can a payment be refunded?
• How do I disable terminal receipts?

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• Windows Program Label Printing
• Blackbox
• Contact Provet Cloud Support with Label Printing Issues
• Problems with page layout, scaling or colour
• No connection for one-click printing
• Content orientation is right but appears too small or large even though PDF file looks correct

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• I uploaded the file, but some merge fields are not appearing
• I uploaded the file, but I'm not seeing any of the merge fields

• How do I know if a patient is on a health plan?
• How do I collect money from a client for a heath plan?
• How do I know what items are included in a patient's health plan?
• How can I know if someone is late on their payments?
• Can I use health plan items in a counter sale?
• Can I run a report of customers on a health plan?

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• Some payments are missing in Xero
• An invoice was not updated to Xero
• Suppliers are updated from Xero to Provet Cloud as clients. How can I avoid this?
• Are consolidated invoices supported with Xero integration?

• IDEXX VetLab Station integration does not work after changing the computer that hosts the ICP and InterLink
• The patient's weight is wrong on the analysis result document
• The results arrived under a wrong consultation or patient
• The results have not arrived in Provet Cloud
• The request does not arrive to the IDEXX VetLab Station

• Can the test names automatically generated by the IDEXX VetConnect Plus integration be changed or modified?
• Can IDEXX VetConnect Plus tests be found within the settings item search?

• I can't find the results in Provet Cloud

• Shifts have been imported but not marked as online bookable in Provet Cloud
• Shifts have been deleted from Quinyx but not from Provet Cloud
• Provet Cloud shows appointments without shifts after deleting shifts from Quinyx and Provet Cloud
• Shifts are not imported and there are '400', '401', or '500' errors in the output error log
• Some shifts have not been imported for one or more users and no errors in the error logs