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Common Issues

Solutions to the most frequently encountered problems.

Login Issues​

"Invalid credentials"​

  • Check your email is spelled correctly
  • Check caps lock isn't on
  • Use "Forgot password" to reset

"Session expired"​

  • This is normal after 8 hours of inactivity
  • Simply log in again
  • Your work is saved automatically

Two-factor code not working​

  • Check the time on your phone is correct
  • Use a backup code if available
  • Contact admin for reset

Calendar Issues​

Can't see all practitioners​

  • Check the practitioner filter
  • Toggle "Show all" to see everyone
  • You may not have permission for all calendars

Appointments not showing​

  • Check the date range
  • Check filters aren't hiding them
  • Refresh the page

Can't book an appointment​

  • Check the time is within working hours
  • Check for conflicts with existing appointments
  • Check you have booking permissions

Notes Issues​

Can't edit a note​

  • Notes are locked after signing (AHPRA compliance requirement)
  • Create an addendum instead
  • Contact support for exceptional cases

Can't sign a note​

  • Check all required fields are complete
  • Check you're the note author
  • Your practice requires notes to be signed within the configured deadline
  • Refresh and try again

Note not saving​

  • Check your internet connection
  • Look for error messages
  • Auto-save should preserve most changes

Billing Issues​

Invoice not generating​

  • Check all required fields are complete
  • Check service pricing is configured
  • Check client has valid funding source

Payment not recording​

  • Check the amount matches
  • Try refreshing the page
  • Check payment method is configured

Medicare claim rejected​

  • Check Medicare number is correct
  • Check referral is valid and not expired
  • Check item number is correct

Integration Issues​

Xero not syncing​

  • Check the connection is active
  • Re-authorise if prompted
  • Check account mapping

Stripe payments failing​

  • Check Stripe account is active
  • Check card details are valid
  • Check for Stripe status issues

Performance Issues​

Page loading slowly​

  • Check your internet connection
  • Try a different browser
  • Clear browser cache
  • Reduce date range in calendars

Search not finding results​

  • Use fewer keywords
  • Check spelling
  • Try partial matches

Browser Issues​

Display looks wrong​

  • Try zooming to 100% (Cmd+0)
  • Clear browser cache
  • Update your browser

Keyboard shortcuts not working​

  • Make sure Praxi window is focused
  • Check for browser extension conflicts
  • Try incognito mode

Still Stuck?​

Contact support with:

  • What you were trying to do
  • What happened instead
  • Any error messages
  • Screenshots if helpful

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