Troubleshooting

Specific checks for email, SMS, code, file or payment problems.

1. How do I find the right instruction?Search for an action or screen, narrow by topic and read the matching steps beside the results. Search text stays only in the current tab’s memory.
2. How can I make text and controls easier to read?Open Display preferences at the end of the page or in the workspace toolbar. Choose large text, high contrast or reduced motion.
3. How do I get help from MediSend?Open Support for your personal account or selected clinic. Their conversations are separate. A recipient without an account can use the displayed telephone; ask the sender about clinical contents and access.
4. An SMS did not arrive — what does its status mean?Check the number and actual status. Provider accepted means the request was accepted, not that delivery to the phone was confirmed.
5. Platform administrator sign-in and recoveryThe staff panel requires an explicitly assigned platform role, verified email and a confirmed authenticator. A clinic account does not grant platform privileges.
6. Email not received or link won’t openCheck the selected delivery method, correct recipient and state of the same handover. Expired or revoked access needs new access from the sender.
7. The code or PIN does not workCheck the access type and correct page, then expiry and the supplied code/PIN exactly. Credentials for one access type do not work for another.
8. I cannot see the handoverCheck the correct clinic, filters and Sent files. Today shows tasks rather than the complete list of handovers.
9. The invitation expiredAn owner or administrator must resend the invitation and provide the new protected link.
10. How do I send a large CBCT or DICOM study?Check size, type, uploading and security checking. For an unsent handover, open its saved server draft; incomplete parts require the exact original file.
11. A plan or payment problemCheck invoice details, subscription status and whether card payment or bank instructions are available.