Troubleshooting
No services are shown in Step 4
Section titled “No services are shown in Step 4”Possible causes:
- The selected categories have no matching listings for the client’s demographics
- The client’s demographic answers are filtering out all available services
What to do:
- Check if a fallback provider is shown — this is a general contact available to all clients and can still be selected
- Go back to Step 2 and review the demographic answers. If any were “Don’t know”, changing these to a specific answer (if the client now knows) may help
- Go back to Step 3 and try selecting additional categories
- If no services are available at all, note this and contact your administrator — there may be a gap in the system’s service listings for this area or population
The Next button is not activating
Section titled “The Next button is not activating”Step 1: Make sure the consent checkbox has been ticked.
Step 2: All fields must have a value. Check for any fields that have not been filled in — error messages will appear below empty fields if you attempt to proceed.
Step 3: At least one category must be selected.
The print page is not printing correctly
Section titled “The print page is not printing correctly”- Try using the browser’s built-in print function (Ctrl+P or Cmd+P)
- Check that the correct printer is selected in the print dialog
- If the layout looks wrong, try printing in portrait orientation
- If a printer is not available, use the “Save as PDF” option in the print dialog
I accidentally closed the browser before clicking Exit or Terminate Session
Section titled “I accidentally closed the browser before clicking Exit or Terminate Session”If the browser is closed or navigated away from without completing or terminating the session, the session may remain in an incomplete state in the system.
Refresh your browser and start a new session. The system will record an incomplete session but your new session will not be affected.
A booking confirmation email was not received by a provider
Section titled “A booking confirmation email was not received by a provider”After clicking Print and Send, booking confirmation emails are sent automatically to providers. Occasionally these may be delayed or go to spam.
If a provider reports not receiving a confirmation:
- Ask them to check their spam or junk folder
- Contact your administrator, who can check the session record and resend details if needed
I need help with something not listed here
Section titled “I need help with something not listed here”Contact your system administrator. If the issue appears to be a system error, ask them to check the session logs or raise it with the technical team.