Reference
Troubleshooting
Messages are quoted as they appear in the app. If yours isn't here, tell us what it said and what you were doing.
Generation is blocked
These come from the allowance check, which runs before anything is drafted. Nothing is generated, nothing is charged to the allowance, and the request is unchanged.
| Message begins | Cause | What to do |
|---|---|---|
| “Packet generation is paused because your practice's subscription isn't active.” | Billing status is Canceled, Unpaid, Incomplete, Expired or Paused, or there is no billing record. | An owner or admin checks Settings → Billing. In early access, contact us. |
| “Your practice's trial has ended…” | The trial end date has passed. | Contact us to extend or move to a plan; this can't be done in the app yet. |
| “…used all the packet generations included in its plan this month.” | The plan's monthly draft count (packets and appeals) is used up. | Wait for the 1st of next month (UTC), or ask us to change the plan. |
| “…used its plan's AI allowance for this month.” | The plan's monthly token allowance is used up. | Wait for next month, or ask us to change the plan. |
| “…reached its monthly AI budget…” | The practice's own monthly budget is lower than the plan's and is used up. | Ask us to raise the budget, or wait for next month. |
See Billing, trial and limits for how these limits are counted. Staff and providers see these messages too, but not the billing page, so they should pass them to an owner or admin.
Other generation messages
| Message | What it means |
|---|---|
| “Add a clinical note or structured findings first.” | There is nothing to draft from. Uploaded files don't count; summarise them in a note. |
| “This request already has a packet. Refresh the page to see it.” | Another tab or person generated it already. Refresh. |
| “A draft is already being generated for this request (another tab?).” | Wait for it to finish; only one draft can run at a time. |
| “This request has moved past drafting…” | The request is locked, submitted, closed or withdrawn. Packets are only generated in Draft or Ready for review. |
| “We couldn't safely prepare this request for drafting, so nothing was sent.” | A known identifier was still in the text after de-identification. Look for names or numbers in notes, labels and the service description, remove them and try again. |
| “The connection ended before the draft was finished, so nothing was saved.” | Try again. Nothing was kept from the failed attempt. |
| “Generation was cancelled. Nothing was saved.” | You pressed Cancel. Generate again when ready. |
| “AI drafting is not available in this environment.” | The AI connection isn't set up where you're using the app. Tell us. |
| “Your session may have expired.” | Reload and sign in again. |
Appeal messages
- An appeal can only be drafted while the request is in the appeal stage. Choose Start appeal on a denied or partly approved request first.
- The payer's decision isn't recorded on this request. Record the outcome, with the reason, before drafting.
- This request already has an appeal draft. Edit and submit it; a new one is drafted after it is locked and the payer answers again.
Requests and the wizard
The wizard went back to step 1
A wizard link that is older than 7 days, or that belongs to another person or practice, starts over. Your finished requests are not affected. Begin again from New request.
“This request was changed by someone else”
A teammate moved the request while you had it open. Refresh the page and look at its current status before you act.
A request is cancelled or I can't edit it
Withdrawn and Closed requests are read-only, and context is frozen once a packet is locked. If a locked packet is wrong, withdraw the request and create a new one.
“Mark ready for review” is greyed out
It needs a packet. Generate one first.
There is no Download PDF button
It only appears once the packet is locked.
Account and sign-in
- My sign-in link says it's invalid. Links work once and expire. Request a new link on the sign-in page, or ask for a new invitation if it was an invitation.
- I can't see Team or Billing. Those are for owners and admins; other roles don't get them.
- My password is rejected. At least 12 characters, with upper- and lowercase letters and a number.
- I can't find my practice's data. Check the practice name in the top bar. You may be in another practice.
Uploads
Uploads accept PDF, PNG, JPEG, TXT and DOCX up to 10 MB. A file of another type, or one whose contents don't match its extension, is refused. Large files are stopped before upload with a message.