Help & FAQ

Check your Spam or Junk folder first — verification emails occasionally land there.

If it's not there:

1. Wait 2–3 minutes and check again
2. Make sure you used the correct email address when signing up
3. Try the "Resend verification email" option on the login page
4. If still nothing after 10 minutes, email cloudclinic.ph@gmail.com

On the login page, click "Forgot password?" and enter your email address. A reset link will arrive within a few minutes (check Spam if not visible).

If you log in with a username, try using your email address directly — both work interchangeably.

There are two ways to set up your letterhead — make sure you've saved at least one:

1. Simpler (recommended): Go to Doctor Profile → Document Identity. Type your clinic name, address, and contact details directly. Click Save. No image upload needed.
2. Custom image: Same location — upload a landscape JPG or PNG of your clinic header. Click Save.

After saving, go back to the clinic page and Generate the document again. If it's still not showing, hard-refresh the page: Ctrl + Shift + R.

1. Go to Doctor Profile → Document Identity
2. Upload your signature image — any format (JPG, PNG, etc.) is accepted; CloudClinic automatically converts it to clean PNG
3. Click Save profile
4. Regenerate the document

Tip: Sign on white paper with a dark pen, photograph clearly, and crop tightly around the signature before uploading.

1. Hard-refresh the page: Ctrl + Shift + R
2. Log out and log back in
3. Try Chrome if you're using a different browser
4. If the issue continues, email cloudclinic.ph@gmail.com with the document type and error description

1. Open the patient's record → click Edit → verify the email address is correct
2. Ask the patient to check their Spam / Junk folder
3. Open the same generated document and click Send Email again to resend
4. If still failing, email cloudclinic.ph@gmail.com

Emails cannot be recalled once delivered. Steps to handle this:

1. Contact the unintended recipient directly and request they delete the email
2. Generate a corrected document and send it to the correct recipient
3. Note what happened in the patient's consultation record

The audit trail automatically records both sends — this is your documentation of the error and correction.

Before generating, check the Paper Size dropdown (A4, Prescription, Letter, Legal, Short) and set it to match your intended paper.

When printing from your browser:

• Set Paper size in print settings to match CloudClinic's selection
• Enable Background graphics (required for watermark to print)
• Set Scale = 100% — scaling distorts the layout

DDE document types are only available to accounts with DDE accreditation activated. This is not a default feature.

To request access, email cloudclinic.ph@gmail.com with subject: "DDE Access Request — [Your Name]". Include your DDB accreditation number. CloudClinic support is founder-managed during the controlled pilot; DDE activation requests are reviewed and handled as capacity allows, with no guaranteed turnaround.

Step 1 — Doctor invites: The doctor opens Doctor Dashboard → Secretary Access and uses the supported Invite Secretary flow.

Step 2 — Secretary accepts: The invited secretary accepts the invitation and completes the required account step. Once accepted, the relationship grants only the delegated Doctor-scoped access supported by CloudClinic's current authority.

The doctor manages ordinary Secretary access from Doctor Dashboard → Secretary Access. Admin/support handles exceptional repair cases where a legitimate Secretary relationship needs correction. Do not assume nurse or other generic staff roles use the same self-service invitation flow unless current CloudClinic documentation explicitly says so.

Note: Secretaries can only see patients within their delegated Doctor-scoped access. They cannot see DDE reports or other sensitive documents without the required permission boundaries.

CloudClinic currently uses founder-managed best-effort support with priority triage. There is no fixed commercial response-time SLA during the controlled pilot / private beta.

We prioritize patient-care-impacting issues, privacy or security concerns, account/access blockers, platform/workflow blockers, then ordinary questions and feedback.

CloudClinic is not an emergency service and must not be used for emergency medical response. For urgent or life-threatening symptoms, use local emergency services or the appropriate in-person care pathway.

Participating Doctors/clinics should review the current Clinic Data Processing Agreement before entering controlled pilot operations. Pilot participation requires affirmative pilot-onboarding acceptance of Clinic DPA v1.2 / revised 2026-09-30.

For the controlled pilot, send or reply from your registered CloudClinic email address to cloudclinic.ph@gmail.com and explicitly state that you accept the current CloudClinic Clinic DPA, including the DPA version/date. CloudClinic retains that email as the pilot audit record. A signed or countersigned copy may be requested, but wet signature/countersigning is not required by default.

The document may not yet have synced to the CloudClinic server.

1. Make sure the device that generated the document is online
2. Wait 30 seconds and try scanning again
3. If still failing, log out and back in on the issuing device, then regenerate the document

Check the following:

• Was it generated in full (not preview-only)? Preview drafts are not registered and will not verify. Only fully generated documents register a QR code.
• Is the QR URL unaltered? Any modification to the URL will break verification.
• Has enough time passed for sync? See the question above about "Document not found."

If none of these apply, email cloudclinic.ph@gmail.com with the security code visible on the document.