Troubleshooting and common questions

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Troubleshooting and common questions

Quick answers to the problems users meet most often.

Who uses it: Everyone
Where to find it: Anywhere

1Signing in

1
“That sign-in link had expired”
The hand-over from the sign-in page to your facility took too long or was opened in another browser. Sign in again in the same browser.
2
Lost phone / no codes
Use one of your recovery codes, or ask your administrator to “Reset 2-step” for you under Users & Roles.
3
Forgotten password
Click “Forgot password?” on the sign-in page.

2Patients and visits

1
“PATIENT ALREADY EXISTS”
AfeySync found the same person. Open the existing record instead of creating a duplicate.
2
“Patient already has an open visit”
Click “Open visit” and continue the existing visit.
3
“Already admitted”
The patient has an active admission. Open it; discharge first before admitting again.

3Billing

1
A price is missing
Add the price for that payer’s price list under Services & Prices (or on the inventory item), then “Reprice” the draft bill.
2
M-Pesa payment not showing
Wait a moment for Safaricom’s confirmation. If the patient paid without the prompt, use “M-Pesa (enter receipt)”, or allocate it from Payment Reconciliation.

4The app itself

1
Install it
Use “Install AfeySync” on the sign-in page, or your browser’s install option, to open it like an app on your phone or computer.
2
Something looks out of date
Reload the page. If the problem continues, sign out and sign in again.
3
Still need help?
Call or WhatsApp 0722 651 888 or email [email protected]. Include your facility’s web address, but never send passwords or patient details.

Need help with this? Our team can show you on a call.