FAQ and troubleshooting
The questions clinics ask most, and what to do when something does not look right.
The questions clinics ask most often, grouped by topic. If your answer isn't here, email contact@hellohomeo.in.
Accounts and signing in
How do patients create an account?+
They don't — an account is created automatically the first time they book an appointment, on your public booking page or when your front desk books for them. There is no patient sign-up page. Patients then sign in with a one-time code sent to their email or phone. See Using the patient portal.
How do staff sign in?+
On the same login page as patients, but on the Staff tab, with an email and password. Doctors, pharmacists, lab technicians and admins are all created by an admin under Staff and users.
A patient's one-time code isn't arriving.+
Codes are valid for 10 minutes. Ask them to check spam, confirm they typed the exact email or phone they booked with, wait for the 60-second Resend cooldown, then try again. If email never arrives for anyone, your clinic's email delivery may not be configured — contact support.
I'm the owner and I also see patients. Do I need two logins?+
No. Tick I also work as a doctor at this clinic on your staff record and use the role switcher in the top bar to move between the admin and doctor portals with one login. See Roles and permissions.
It says “Your account has been deactivated.”+
An admin has switched that account off. An active admin can turn it back on from Staff and users (for staff) or the patient record (for patients).
Appointments
Can patients book on WhatsApp?+
No — WhatsApp can check, cancel and reschedule existing appointments, but new bookings always go through your website or booking page. See WhatsApp for patients.
Why does a new booking show as Pending?+
Every booking starts as Pending until your front desk approves it and assigns a doctor. See Managing appointments.
A patient asked to reschedule — where does that show up?+
As a reschedule request in your admin appointments area. You review the requested time and approve or decline it; the patient is notified either way.
Consultations and Vita AI
Does Vita AI prescribe for me?+
No. Vita summarises the case, suggests differentials and probable remedies with their keynotes, and can draft case-sheet text for you to approve — but it never adds a medication, sets a potency, or completes a consultation. Every clinical decision stays yours. See Vita AI assistant.
What are H-Credits?+
The AI credits Vita spends — one per message, suggestion or summary. Your plan includes a monthly allowance; you can top up with a bundle that never expires. See Plans and billing.
Can I see a patient without an appointment?+
Yes — use Quick Consultation for a walk-in. It's a full case sheet without a scheduled appointment. See The consultation.
Pharmacy and stock
Stock isn't going down when we dispense.+
Stock only deducts when a prescription item is linked to an inventory item and the pharmacist dispenses it through the pharmacist portal. Check the item is linked, and that dispensing units are mapped to stock units under Clinic settings.
A medicine is out of stock — can we still dispense the rest?+
Yes. Decline just that item with a reason; the other items dispense normally. If it comes back in stock, revert the decline. See Dispensing prescriptions.
How do we load our whole stock list at once?+
Use the Excel bulk import in the inventory module — download the template, fill it in, and upload. It's all-or-nothing: if any row fails validation, nothing is imported. See Inventory and stock.
Billing and GST
How do we set up GST?+
Turn on Enable Tax and set the default rate under Billing settings; add your GSTIN on the clinic profile in Clinic settings. Individual invoice lines can carry different rates.
Can we take part-payments?+
Yes. Record a payment for less than the total and the invoice becomes Partial; it turns Paid once the balance is settled. See Payments, refunds and credit notes.
What's the difference between a refund and a credit note?+
A refund returns money the patient already paid. A credit note writes an amount off what they owe, without money changing hands. See Payments, refunds and credit notes.
WhatsApp and notifications
WhatsApp reminders aren't going out.+
The scheduled reminder job has to be switched on for the platform — the messages are prepared but not delivered until it is. Ask the Hello Homeo team to enable it. See WhatsApp for patients.
A patient stopped getting WhatsApp messages.+
They probably replied STOP. They can reply START to opt back in.
Is there a WhatsApp settings screen in my portal?+
No — WhatsApp runs on the platform's connection, so there's nothing to configure in your admin portal. Contact the Hello Homeo team to connect your clinic's number.
Plans and limits
A module I used during the trial has disappeared.+
During the 30-day trial every module is unlocked. When the trial ends you move to the plan you chose at sign-up, and modules that plan doesn't include stop being available. Upgrade to bring them back. See Plans and billing.
It says I've hit a limit — “You've reached 5/5 doctors.”+
You've reached a plan cap (doctors, patients, staff, appointments, or a monthly credit). Upgrade your plan, or for minutes/messages/AI, buy an add-on bundle.
Does upgrading take effect straight away?+
Yes — an upgrade is immediate and starts a fresh 30-day period. A downgrade is scheduled: you keep your current plan until the period ends.
Data and privacy
Can one clinic see another clinic's patients?+
No. Each clinic is a separate tenant; all data is filtered by clinic, and a staff account at one clinic cannot reach another's records. See Roles and permissions.
What timezone and currency does the app use?+
Times are shown in IST, currency is the Indian rupee (₹), and dates are in DD/MM/YYYY.
Can we run more than one clinic?+
Yes — Hello Homeo is multi-tenant. Each clinic gets its own URL and isolated data. Talk to the Hello Homeo team about managing several.