FAQ and Troubleshooting

• 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?

• 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?
• How does it look if I have multiple patients in one consultation?

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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?
• How long can a payment be refunded?
• Refund is missing, not paid, or there are delays in refunds
• A payment has not gone through even though it looks fine in Provet Cloud

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• 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
• Label content is printed sideways
• Label content does not fit in the label

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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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