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Common Issues

Issue: A medication is missing from the MedPass view even though it should be there.Solution: Refresh MedPass
1

Navigate to MedPass List

Go to https://platform.allcare.ai/medpass-list
2

Select Your Facility

Choose the facility experiencing the issue from the dropdownSelect Facility
3

Access as LTCAdmin

Click to access the facility’s account as “LTCAdmin”Access as LTCAdmin
4

Select the Date

Choose the date that has the missing medication issueSelect Date
5

Click Refresh Med Pass

Click the “Refresh Med Pass” buttonRefresh Med Pass
6

Verify Resolution

The medication pass will refresh and reload. Any problematic items will now display correctly.Important: Administration logs are preserved and will not be deleted or overridden.Complete
Note: This refresh only affects the display of medication passes. It does not delete or modify any existing administration records.
Still having issues? Contact Support →
Possible Solutions:
  1. Verify your credentials
    • Check for typos in email/username
    • Ensure Caps Lock is off
    • Try copying and pasting password
  2. Reset your password
    • Click “Forgot Password” on login page
    • Check email (including spam folder)
    • Follow reset link
  3. Two-factor authentication issues
    • Ensure correct code entered
    • Code expires after 30 seconds
    • Use backup codes if needed
  4. Account locked
    • After 5 failed attempts, account locks for 30 minutes
    • Contact support to unlock immediately
Still having issues? Contact Support →
Check the following:
  1. Required fields
    • All required fields must be completed
    • Red asterisks (*) indicate required fields
    • Error messages show which fields need attention
  2. Duplicate patient
    • System may detect potential duplicate
    • Review suggested matches
    • Confirm this is a new patient
  3. Facility status
    • Facility must have Active contract status
    • Services must be configured
    • Contact Operations if facility is Pending
  4. Permissions
    • Ensure you have patient enrollment permissions
    • Contact your administrator for access
Need help? Patient Admission Guide →
Common Problems:
  1. No provider assigned
    • Patient must have assigned provider
    • Check patient profile for provider assignment
    • Contact Operations for assignment
  2. Provider not available
    • Check provider’s active days
    • Verify provider capacity not exceeded
    • Try different date/time
  3. Schedule conflicts
    • Selected time may be unavailable
    • Check for existing appointments
    • Refresh calendar view
  4. Calendar not loading
    • Refresh browser page
    • Clear browser cache
    • Try different browser
More help: Visit Scheduling Guide →
Why patients remain pending:
  1. Awaiting provider assignment
    • Normal for first 24 hours
    • Operations team assigning provider
    • Will be notified when assigned
  2. Missing information
    • Check for incomplete fields
    • Red flags indicate issues
    • Complete required information
  3. Service configuration issues
    • Selected services may need setup
    • Contact Operations for assistance
  4. Provider capacity
    • May be waiting for provider availability
    • Higher priority patients assigned first
Action: Contact Operations if pending >24 hours: [email protected]
Possible Reasons:
  1. No prescriptions yet
    • Provider may not have prescribed yet
    • Check after first visit
  2. Prescription pending
    • May be in pharmacy queue
    • Check status with pharmacy
  3. Different prescriber
    • Prescriptions from outside providers won’t show
    • Only AllCare prescriptions visible
  4. System sync delay
    • May take few minutes to appear
    • Refresh page
    • Try again in 5-10 minutes
Contact: Pharmacy team if medications should be visible: [email protected]

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Error Messages

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”Session Expired”

Cause: You’ve been inactive for too long or logged in from another location Solution:
  • Log in again
  • Save work frequently to avoid losing data
  • Sessions expire after 30 minutes of inactivity

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”Access Denied”

Cause: You don’t have permission for this action Solution:
  • Contact your facility administrator
  • Request appropriate permissions
  • Verify you’re accessing correct facility

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”Network Error”

Cause: Connection to AllCare servers lost Solution:
  1. Check your internet connection
  2. Refresh the page
  3. Try again in a few moments
  4. Check system status page
  5. Contact support if persists

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”Duplicate Patient Found”

Cause: System detected possible duplicate patient Solution:
  • Review suggested matches carefully
  • If same patient: use existing record
  • If different patient: confirm and proceed
  • Verify demographics are correct

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Performance Issues

Quick Fixes:
  1. Clear browser cache
    • Chrome: Settings > Privacy > Clear browsing data
    • Edge: Settings > Privacy > Choose what to clear
    • Safari: Preferences > Privacy > Manage Website Data
  2. Check internet speed
    • Minimum 5 Mbps required
    • Run speed test: speedtest.net
    • Contact IT if speed is low
  3. Close unnecessary tabs
    • Too many open tabs slow browser
    • Close other applications
    • Restart browser
  4. Update browser
    • Use latest version
    • Chrome/Edge update automatically
    • Check Help > About to verify
Steps to resolve:
  1. Wait a moment
    • Large data loads take time
    • Give it 30-60 seconds
  2. Refresh the page
    • Press F5 or Ctrl+R (Windows)
    • Cmd+R (Mac)
    • Save any work first if possible
  3. Restart browser
    • Close all browser windows
    • Reopen and log back in
  4. Check system requirements

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Browser-Specific Issues

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Chrome

If having issues:
  • Update to latest version
  • Disable extensions temporarily
  • Try Incognito mode
  • Reset browser settings

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Safari (Mac/iOS)

Common fixes:
  • Clear website data
  • Disable “Prevent cross-site tracking”
  • Allow cookies from AllCare
  • Update macOS/iOS

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Edge

Troubleshooting:
  • Clear browsing data
  • Disable tracking prevention for AllCare
  • Reset browser settings
  • Update Windows

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Getting Additional Help

Contact Support

Get help from our support team

View FAQ

Common questions and answers

Check System Status

See if there are known issues

Training Request

Schedule training session

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Report a Problem

If you can’t resolve the issue:
1

Document the Issue

  • Take screenshots
  • Note error messages
  • Record steps taken
  • Note date and time
2

Contact Support

3

Provide Details

  • Your name and facility
  • What you were trying to do
  • What happened instead
  • Browser and device info
Quick Tip: Take a screenshot of error messages - this helps support resolve issues faster!