Access, search and notification issues
Missing menus, records, clinic context and device notifications.
Platform · Last verified:
A menu or action is missing
Check the application and active clinic first. Platform, VetConnect and PetConnect have different menus. Confirm invitation completion and relevant role access with your clinic administrator.
Record state affects actions: signed, cancelled or completed records can restrict editing. Plan and allowance affect AI/billing availability. Entering a direct URL does not bypass these conditions. See team and settings.
A patient or customer cannot be found
Check clinic, date/status filters and spelling. Search by owner as well. Compare birth/species/owner information for matching names instead of creating a duplicate immediately.
A global record may exist at another clinic without an appropriate connection to yours. Check the existing-customer connection/invitation flow. Clinic access differs from the owner's PetConnect access. See create a patient and record scope.
A change is not visible
Wait for successful saving and reopen details. Refresh after concurrent-change warnings to inspect current values. After a network interruption, check history/results before repeating a payment or administration.
A notification is missing
Check personal preferences, device app permissions and silent/focus mode. In-app notifications, SMS, email and push are different channels. For reminders, inspect contact information and delivery logs.
A task or appointment can exist without a visible notification. Open its list for current state. A successful send does not prove the message was read.
Information for support
Provide application, screen, approximate time, visible error and intended action. If necessary, share record identity through a secure support channel. Do not send passwords, verification codes, API keys or unnecessary patient information.