> ## Documentation Index
> Fetch the complete documentation index at: https://docs.ndumed.co/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshoot common NduMed problems

> Fixes for common NduMed problems: cannot sign in, wrong verification codes, missing menu items, Needs pricing charges, stock errors, and pages that will not open.

Find your symptom below. If none of these help, contact your hospital administrator first; they can escalate to [NduMed support](https://docs.ndumed.co/help/contact-support.md).

## Signing in

> [accordion] We could not sign you in
>
> Check your username (not your email) and password, and that Caps Lock is off. Use **Forgot your password?** if unsure. If it still fails, your account may be deactivated or locked; ask your administrator, or wait 15 minutes and reset your password. See [Sign in and out](https://docs.ndumed.co/account/sign-in.md).

> [accordion] Too many attempts, wait a few minutes
>
> Wait 15 minutes before trying again.

> [accordion] My verification code is always rejected
>
> Set your phone's date and time to update automatically, then try the newest code. If you have no access to your app, use a recovery code. See [Two-step verification](https://docs.ndumed.co/account/two-step-verification.md).

> [accordion] The setup or reset link does not work
>
> Setup links last 72 hours and reset links 1 hour, and each works once. A newer reset request cancels older links. Ask your administrator to use **Send a reset link**.

> [accordion] The address shows a not found page
>
> Make sure you are using your hospital's own address, for example `stmary.ndumed.co`, not the plain `ndumed.co`.

> [accordion] This account is suspended
>
> Your hospital's NduMed account is suspended. Your records are safe and nothing has been deleted. Your hospital's management should contact NduMed.

## Menus and access

> [accordion] A menu item I need is missing
>
> Either your role does not include it, or your hospital does not use that module. See [Roles and access](https://docs.ndumed.co/getting-started/roles-and-access.md).

> [accordion] I was signed out unexpectedly
>
> Your role or account changed, your password was reset, or you were inactive for a long time. Sign in again.

> [accordion] A page says you do not have permission
>
> Your role cannot perform that action. Ask your administrator if you should have access.

## Clinical and front desk

> [accordion] The form asks for a Patient ID and the MRN does not work
>
> The Patient ID is NduMed's internal number, not the MRN. Start from the patient's record instead.

> [accordion] I cannot add vitals, notes or prescriptions
>
> The encounter is closed. Closed encounters are read-only.

> [accordion] That time is already booked
>
> The provider already has an appointment at that start time. Choose another time.

> [accordion] A lab result is not showing
>
> Clinicians only see verified results. Check the lab worklist: the test may still be awaiting collection, entry or verification.

## Pharmacy and billing

> [accordion] Not enough non-expired stock
>
> Receive new stock or dispense a smaller quantity now. Expired batches are never issued.

> [accordion] I cannot generate the invoice
>
> One or more charges show **Needs pricing**. Add the missing price in the price list, lab test catalogue, formulary or bed rate, then try again.

> [accordion] The invoice is stuck in Pending approval
>
> The discount is above the approval threshold. Another user with approval rights must approve it in **Discount approvals**.

> [accordion] I cannot take a payment
>
> Only issued invoices take payments, and the amount cannot exceed the patient's balance.


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