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Troubleshoot Digital Forms

In Instinct EMR, most Digital Forms issues stem from a missing permission, the Pet Owner Portal being disabled, or a form link that expired or was deactivated. Find your scenario below and follow the checks in order.

Written by Melissa Duarte

Fix common Digital Form scenarios

Scenario

What to check

You cannot see the Forms page

Confirm your user role has the admin_manage_digital_forms permission enabled.

You cannot send forms at all

Confirm the Pet Owner Portal is enabled. A disabled Pet Owner Portal is the most likely cause.

The Accept button is grayed out

  1. Confirm your user role has the business_office_manage_accounts_and_patients permission enabled.

  2. Confirm the form's status is Needs review.

  3. The Accept button is disabled for Incomplete, Expired, and Approved forms.

The client's information did not update in the record

  1. Confirm staff accepted the form. Selecting Mark as Reviewed does not update the record.

  2. Confirm the question is a preset element. Only presets update the record.

  3. Confirm staff did not exclude the field.

  4. Confirm the answer differs from what is already on the record.

No one was notified of a submission

Confirm notification recipients are set for the form or practice. For forms sent by a reminder or automation, no one is notified unless the form or practice has recipients. For forms sent manually, the sender is always notified. Deactivated staff are never notified. See Add Presets and Notification Recipients to a Digital Form.

The client says the link does not work

  1. If the link expired, manually send the form.

  2. If the appointment type changed, the appointment was canceled, or the form was archived after the link went out, send a new form.

  3. If the message says the form could not be loaded, ask the client to refresh the page. If the issue continues, contact support.

Send is grayed out when sending to a new client

The email address or phone number matches the primary contact of an existing account. Select one of the existing account's patients to use the existing client workflow, or enter a different email address or phone number.

An appointment form did not go out with the reminder

  1. Confirm the form is published and linked to that appointment type.

  2. Confirm the {{appointment_forms}} variable is included in the reminder template’s message.

  3. Confirm the Pet Owner Portal is enabled.

  4. Confirm the appointment was created after the form was configured and added to the reminder settings.

You need to fix a typo on a published form

Duplicate the form, fix the copy, publish the copy, and archive the original. See Publish, Duplicate, or Archive a Digital Form.

Still need help?

Contact support via live chat or email [email protected].

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