Find your problem below. Each answer tells you what you can safely try yourself, and when to ask for help.
Who to contact
- Your Hospital Admin — for accounts, passwords, missing menus, medicines, stock settings and anything about your hospital's records.
- DoconDuty platform support (contacted by your Hospital Admin) — for subscriptions, hospital-level settings, and problems your Hospital Admin cannot fix. Contact details: see the guide home.
When you report a problem, say: your name, your role, which portal you used, what you were trying to do, and the exact message on screen. Never send your password, and do not send patient details by ordinary email or chat.
You should never need to change computer settings, run commands or edit data directly. If someone asks you to do that, check with your Hospital Admin first.
Logging in and accounts
I forgot my password
There is no "Forgot password" link on the login screens.
- Admin Portal users (Hospital Admin, Billing Admin): contact platform support through your organisation's usual channel.
- Doctors: ask your Hospital Admin. They can set a new password for you on the Doctors page (Edit → Password).
- Front Desk, Pharmacy and Lab staff: ask your Hospital Admin, who will contact platform support. There is currently no screen for a Hospital Admin to reset a staff password.
"Invalid credentials"
The email or password is wrong. Check spelling, check that Caps Lock is off, and make sure you are using the email address your account was created with. If you have just received a temporary password, copy it carefully (it is case-sensitive). After several failed attempts you may be asked to wait a minute before trying again.
"Access denied. Your account does not have access to this portal."
You used the wrong portal card. Use the card for your role — see Getting Started. For example, Billing Admins use Admin Portal; pharmacists use Pharmacy Portal.
"This account has been deactivated."
Your account has been switched off, or was switched off while you were logged in. Contact your Hospital Admin. (Hospital Admins reactivate staff on the Staff page.)
"This account has no password set. Contact an admin to reset it."
(Doctors.) Ask your Hospital Admin to open your profile on the Doctors page, set a password and save.
I did not receive my welcome email
Check your spam or junk folder. Make sure your administrator used the correct email address. If it still has not arrived, contact your Hospital Admin. A Hospital Admin can set a new password for a doctor directly; for other staff they need to contact platform support.
My Front Desk account logs in but shows no patients or appointments
Front Desk accounts that a doctor invited through Front Desk Staff before a recent correction may log in without being able to load patients or appointments. Ask your Hospital Admin to contact platform support, who can repair the existing account. You do not need a new account.
I was logged in but now pages are empty or show errors
Your session has probably expired. Refresh the page (F5). If you are returned to the home page, log in again. Unsaved typing may be lost — save often.
I logged in to one portal and got logged out of another
Only one staff login works at a time in the same browser. Logging in to a second portal replaces the first. Use a separate browser or browser profile if you need two portals at once.
Menus and access
A menu item I expected is missing
Each role sees only its own portal's pages. Platform pages (Super Admin, Hospitals, Subscription Plans, Demo Requests, Settings) are for platform administrators only. Hospital Admins do not see Settings. If you think your role is wrong, contact your Hospital Admin.
I can see a menu item, but the page is empty or says "Forbidden — this action requires the … permission."
In the Admin Portal, Billing Admins see the full menu but can use only billing pages. The message means your role is not allowed to use that page. This is expected — ask a Hospital Admin if the task needs doing. See Other Staff Roles.
"Forbidden — this action requires the Hospital Admin or Super Admin role."
Only Hospital Admins (and Super Admins) can manage staff accounts.
Patients and appointments
I cannot find a patient
- Search by phone number as well as name; try only part of the name.
- Each hospital's patients are separate. You will not find patients registered at another hospital.
- Doctors: My Patients only lists patients who have an appointment with you.
- If the patient really is not registered, register them (search first to avoid duplicates).
I cannot find an appointment
- On the Front Desk page, Today's Appointments shows only today. Appointments for other days are visible to Hospital Admins on Appointments (list or calendar) and to doctors on Appointments → Upcoming or All.
- Check whether it was booked with a different doctor or marked Cancelled or No Show.
- Refresh the page to load recent changes.
"This time slot is already booked."
The doctor already has an appointment at that time (cancelled and no-show appointments do not count). Choose another time.
I registered the same patient twice / booked the same appointment twice
Do not delete anything yourself unless you are a Hospital Admin and sure which record is wrong. Tell your Hospital Admin: give both patient names, phone numbers and dates. See Avoiding duplicate patients and appointments.
How do I cancel or reschedule an appointment?
Front Desk staff cannot cancel or reschedule from their page. Hospital Admins change the status to Cancelled or drag the appointment in Calendar view; doctors can change the status on their Appointments page. See the Hospital Admin Guide.
Medicines and prescriptions
A medicine does not appear in the prescription search
- Type fewer letters, or search by brand name, maker or strength instead.
- Only Active medicines appear. Ask your Hospital Admin to check whether it is Inactive or Discontinued.
- It may not be in your hospital's medicine master yet. Ask your Hospital Admin (or add it yourself in Medicines if you are a doctor). Search first to avoid duplicates.
- Only 20 results are shown at a time — type more of the name.
- If you must prescribe it now, you can type the name as an unlisted medicine (it shows Not in medicine master — saved as typed). Check the spelling and strength carefully.
"… is inactive and cannot be added to a new prescription."
The medicine has been deactivated in your hospital's medicine master. Choose another medicine, or ask your Hospital Admin whether it should be reactivated.
"This medicine (same name, strength, dosage form and maker) already exists in your hospital medicine master."
The medicine is already in the list. Search for it and use the existing entry.
"Insufficient stock for [medicine]: X requested, Y available."
This appears when dispensing from stock in the Admin Portal. Nothing was saved. Either reduce the quantity, choose another medicine, untick Dispense from pharmacy stock, or — if the stock count is wrong — have the stock corrected first.
"You are not authorized to create a prescription for this patient."
Doctors can only prescribe for patients who have an appointment with them. Ask the front desk to book an appointment, then prescribe from that appointment.
My prescription did not save
- Read the red message: it names the row with the problem, for example Medicine 2: Select a medicine or enter its name.
- Make sure a patient is shown at the top of the form.
- If your session has expired, copy your text somewhere safe (not outside the hospital's systems), refresh, log in again and re-enter it.
A template shows "No longer active in the medicine master"
A medicine in the template has been deactivated. Choose a replacement or remove the row before saving, and ask your Hospital Admin to update the template.
Printing and downloads
Nothing happens when I select Print or Save & Print
Your browser is probably blocking pop-up windows. Allow pop-ups for the DoconDuty website (look for a blocked pop-up symbol in the address bar), then try again. Use Save as PDF in the print window to download a copy.
The printed prescription overlaps my letterhead
The printout leaves a fixed space at the top for pre-printed letterhead paper. If it does not fit your paper, ask platform support to adjust the margin. Meanwhile, try your printer's scaling options.
A lab report file or medical record file will not open
Make sure you are still logged in, then try again. Files open in a new tab — allow pop-ups if needed.
Subscription limits
"Your current subscription allows N … account(s). You currently have N active. Please contact the platform administrator to upgrade your subscription."
Your hospital has reached its plan's limit for that type of account. A Hospital Admin can deactivate an unused account (inactive accounts do not count), or ask platform support to upgrade the plan.
"This hospital has no active subscription. Please contact the platform administrator."
Your hospital's subscription is missing, expired, suspended, cancelled or not started yet. New doctor and staff accounts cannot be created until platform support activates or renews it. Existing users can continue to log in.
Other questions
Can I use DoconDuty on a phone or tablet?
The screens adjust to smaller displays and the prescription form switches to a card layout on phones. A computer with a larger screen is recommended for front-desk and prescribing work.
Does DoconDuty check doses or drug interactions?
No. DoconDuty does not give clinical advice. The prescribing doctor is responsible for every clinical decision.
Is there video consultation?
No. Video consultation has been discontinued. Appointments are In-Person or Follow-up.
Why does the dashboard say "+12% this month"?
Those small green lines on the Admin dashboard are fixed text, not real figures. Ignore them.
Related: Glossary · Feature Availability