NS - Knowledgebase
Find the answers you need. More articles every week.
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How do access the OfficePro service?How do access the OfficePro service?To access your OfficePro account. Please log in under https://secure.naturaesoft.com. We also have an additional version of OfficePro available at https://OfficePro.NaturaeSoft.com Each of our services has multiple access points so that you and your staff can access several instances of our software within the same facility. Version 1: Secure
Version 2: OfficePro Beta Version: for testing of new features * The beta version is accessible to all customers, please let NaturaeSoft know of any issues you experience in the beta version of the service. We always work on new features and would appreciate your input and assistance. |
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Logging into the OfficeProLogging into the OfficeProAccessing the Login Page- Open your preferred web browser. Log in at the Practice Level Authorize your IPCreation Date: Mar 20, 2026 Created By: Tucker Meager # OfficePro Practice Level LoginTo Log in to the OfficePro Service you can access one of our main service URLS: https://OfficePro.NaturaeSoft.com https://Secure.NaturaeSoft.com https://beta.NaturaeSoft.com - beta use only Practice Level Login Input your Practice Name and PracticePass provided to you in your login email. IP Restrictions Your administrator may have enabled IP restrictions preventing access from un authorized networks. If you are accessing the service from a new location you will be prompted to request authorization from your administrator. Please provide a name and click request access. An email will sent to the account administrator for approval. Once approved you will automatically be redirected tot eh user login page. 1. Enter "Your Practice Name" to identify what practice's servic you are logging in to use.
2. Enter the "Practice Pass" that you were provided for your account.
3. Click on Log On to Practice
4. Click on Request Access for your IP address.
5. Click on Your Network (IP) is Pending Authorization…
# Your Administrators MailYour account admin will receive the email and have to click on Authorize Access to IP: {Your IP} to enable the network for access. 6. Your account admin will receive the email and have to click on Authorize Access to IP: {Your IP} to enable the network for access.
# OfficePro User Level LoginOnce the IP Is Authorized you will be redirected automatically to the User login process. 7. Enter your username and password as provided by your account admin.
ℹ️ Troubleshooting Login IssuesIf you forget your password, please ask your administrator to reset your password for access.Ensure that your internet connection is stable.Check for any browser updates or try a different browser if you encounter issues. ℹ️ Security TipsAlways log out after your session to protect your information.Use a strong, unique password for your account. # Congratulations! You are now logged into OfficePro!Practice Level Login-Input your Practice Name and PracticePass provided to you in your login email. IP RestrictionsYour administrator may have enabled IP restrictions preventing access from un authorized networks. If you are accessing the service from a new location you will be prompted to request authorization from your administrator. Please provide a name and click request access. An email will sent to the account administrator for approval. Once approved you will automatically be redirected tot eh user login page. User Level LoginOnce you have logged in at the practice level a cookie will be saved allowing you to go directly to the user login page. To login you will need you User Name and Password provided to you by your administrator. Entering Your Credentials- Input your username in the designated field. Troubleshooting Login Issues- If you forget your password, please ask your administrator to reset your password for access. Security Tips- Always log out after your session to protect your information. |
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What are the steps I should take when I have a support need? Support Escalation GuideWhat are the steps I should take when I have a support need? Support Escalation GuideNaturaeSoft Support Options and Escalation GuideAt NaturaeSoft, we offer multiple support channels to ensure your issues are resolved efficiently. This guide outlines our support process and the escalation procedure in case of emergencies or unresolved issues. 1. Knowledge Base (KB)Before contacting support, please review our Knowledge Base for known issues, FAQs, and common solutions experienced by our customers.
If you cannot find a solution in the KB, proceed to the next step. 2. Submitting a Support TicketIf the Knowledge Base does not address your issue, you can create a support ticket through the following methods: Via the Support Portal:
Via Email:If your email is registered with NaturaeSoft:
3. Live Chat SupportOur live support chat is available for real-time troubleshooting and immediate assistance.
4. Online Support MeetingsFor more complex issues, schedule an online support meeting with our technical team.
5. Emergency EscalationIf you experience a system-down emergency, please use the following escalation procedure:
6. Final Escalation ProcedureIf your issue remains unresolved after following the steps above, or you haven't received a response within 48 hours, you can escalate the case: Escalation Trigger:
Escalation Process:
Resolution Timeline:
We hope this updated guide helps you navigate our support services and provides clear escalation steps in case of emergencies or unresolved issues. |
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Questions About Signing In and Account SecurityQuestions About Signing In and Account SecurityDo we have to use multi-factor authentication? It is optional until an administrator requires it, either for one person from Edit User or for everyone with Require MFA for All Users. It is strongly recommended: a password on its own is one guessed or reused credential away from exposing patient records. Which is better, the app or text messages? The Authenticator App. Its codes are generated on the device and never sent anywhere, so there is nothing to intercept, and it works with no phone signal. SMS Text Message is a reasonable second choice where an app is not practical. What happens the first time MFA is required? The user signs in as usual and is then asked to finish setting up a method before going any further. Nothing is lost and no data is affected - but turn the requirement on when people are at work with their phones to hand, not at the end of a Friday. I have a new phone. How do I get back in? An administrator clears the old enrolment: Edit User, then Reset TOTP beside Authenticator App:. You then set the app up again from your own Account page. You cannot clear your own second factor, and that is deliberate. My code keeps being rejected and I have not changed phones. The phone clock has drifted. The codes are based on the time, so a phone a minute out produces codes that are refused. Set the phone to get date and time automatically. How many wrong passwords lock an account? Five. The account then locks for 15 minutes. Waiting clears it, or an administrator can release it immediately with Unlock Account from the Users list or from Edit User. Can I unlock my own account? No - an administrator has to, or you wait the 15 minutes. If nobody else in the practice is an administrator, that is worth fixing before you need it. Someone has left. What should we do with their account? Remove their access the same day. Do not simply change the password and leave the account in place, and do not hand it to their replacement - the record of who did what depends on each person having their own login. Why can one user not see Reports or the patient list? Those are separate permissions on the user record, not part of signing in. Open Edit User and check the access boxes. Access that was never explicitly granted counts as not granted, so a brand-new account can sign in perfectly and still see very little until its permissions are set. We are all locked out and we use IP authentication. Your internet address has most likely changed. Nobody inside the practice can correct it, because the Admin page sits behind the same check. Contact NaturaeSoft support. Is a shared login ever acceptable? No. It removes any meaningful audit trail, and when one person changes the password everybody else is locked out at once. |
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Questions About Sales TaxQuestions About Sales TaxIf I change a tax rate, does it change past sales? No. The rate is worked out when a line is created and stored on that line. Past orders, and any refunds against them, keep the rate they were charged. Enter a new rate on the day it takes effect. Why is 4.85% entered as 0.0485? Rates are stored as decimals throughout. The screen shows you the percentage it read back, and refuses anything at or above 1, because a rate of 100% or more is always a typo. What is the difference between an empty class rate and a zero? Empty means taxed at this jurisdiction's normal rate. Zero means not taxed at all. If your state exempts groceries and you leave the Grocery box empty, groceries are charged the full standard rate and nothing warns you. Enter 0. I set a class to 0 but it is still being taxed. Class rates are per jurisdiction. Setting Exempt to 0 on your state leaves the county and the city charging their normal rate, so the product is taxed at their combined rate rather than nothing. Set 0 against that class on every jurisdiction in the group. In the grid, a grey figure is an inherited normal rate - grey under Exempt means that jurisdiction is still charging. A tax group has no jurisdictions in it. Is that broken? No - that is how you say "no tax here", and most practices want exactly one such group for orders shipped outside the area they collect for. It is only wrong if it happened to a group that should be charging tax. The Group Rate does not match what was charged. Group Rate is a stored summary, refreshed when somebody opens the group and saves it. What a customer pays is always calculated from the jurisdictions in the group. So the charge is right and the display is stale - open the group and save it. Why do I add state, county and city separately instead of one combined rate? So the total can be broken down by authority when you file, and so each authority carries its own Pay to the Order Of:. A single combined row charges the right total and leaves you unable to report it. An order was not taxed at all. Check the destination against Ship-To Regions. Anything not matching a named region falls to Everywhere else, which for most practices points at a no-tax group. That is correct for out-of-area orders and wrong if the address was local. Do I have to use product classes? No. A practice that sets no class rates is charged the plain jurisdiction rates on everything, exactly as before the feature existed. Use them only if something you sell is taxed differently. Where do I see what my settings actually charge? What Each Tax Group Actually Charges on the Admin page resolves every group and class combination for you. Read it after any change - it catches a percentage typed as a decimal faster than anything else. Can OfficePro tell me the right rate for my area? No. It charges what you configure. Rates and rules are set by your tax authority and change without notice; confirming what to configure is a question for your accountant. |
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Questions About Gift CardsQuestions About Gift CardsDo I need to switch gift cards on? No. The tools are already on the encounter, on the patient record, and under Gift Cards on the Admin page. There is no settings screen and nothing to enable. Why did our revenue not go up when a card was redeemed? Because it went up when the card was sold. Selling a $100 card records $100 of revenue that day; redeeming it later spends money you have already been paid. Counting it again would record the same $100 twice. Is a redemption a payment or a discount? Neither, strictly. It settles revenue already recorded when the card was bought. It is not a discount - nobody paid less - and not new money, because the money arrived earlier. Who gets credited, the seller or the provider? Selling a card is credited to the clinic. The provider is credited for the services they actually deliver when it is redeemed. Earlier versions credited the redemption against the treating provider, which understated their production; that was corrected in August 2026. Can a card be spent in parts? Yes. Take any amount up to the balance and the rest stays on the card. Balance After shows what will remain before you commit. Can more money be added to an existing card? Yes - use Sell / load a gift card with the existing Card UID and the amount to add. Does a card have to be used by the person who bought it? No. Record the Purchaser and Recipient where they differ, but the balance can be spent by whoever presents the card. What if a card is lost? Cancel it. Anyone holding the UID can spend the balance, so a card reported lost should be cancelled rather than monitored. Confirm who bought it first, and record the reason in the Note. Do gift cards expire? OfficePro does not expire them - a balance stays until spent or cancelled. Whether you may expire them is a matter of law where you practise, and in many places unredeemed balances cannot simply be written off. Ask your accountant before assuming an old card is yours to keep. How do I see what we owe on unspent cards? The Gift Cards section on the Admin page lists every card with its Balance and Status. Outstanding balances are money you hold and have not yet earned, so most practices treat the total as a liability. A card was sold but never paid for. Selling adds the card to a visit as a charge; it is only funded when that visit is settled. Find the originating encounter and take the payment, or cancel the card. |
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Questions About ReportsQuestions About ReportsA report I used to run has gone. What happened? The reports section was rebuilt in August 2026 and around 250 old pages were retired, most of them duplicates or reports nothing had opened in years. Look for the current equivalent in the list on the left, and update any bookmark you kept. Why does my colleague see reports I do not? The list reflects each account's permissions - a group only appears when you have access to something inside it. Compare the two accounts under Edit User on the Admin page. What is the difference between the three Master Reports? Depth, not content. Summary gives period totals, Standard gives encounter totals, Detailed gives every line. Start at Summary and go deeper only when a figure needs explaining. Why do some reports have no date range? Because they describe how things stand now rather than what happened between two dates. Outstanding balances, credits, subscription health and the duplicate-finding reports are all point-in-time, so a period would not mean anything. Which reports can I export? Sales Tax, Sales Tax - Line Detail, Discounts Given, Unbilled Services, Subscription Health and Provider Productivity export to CSV. Any report can be printed to PDF. An export always matches what is on screen, so set the period first. Why can a provider only see their own numbers? Providers are restricted to their own figures by design. Choosing a different provider requires financial or administrator access. Where is the Sales Tax line detail report? I cannot find it in the list. It is reachable only by drilling into it from the Sales Tax report, which is why it is not in the navigation. Open Sales Tax and click through. Two reports give me different totals for the same period. They are usually counting different things - billable versus collected, or services versus products. Rather than comparing totals, drill into one until you reach the encounters behind it; that shows which is answering your question. My report is empty. Check the period first. Most reports open on the current month, so early in the month they can be legitimately near-empty. Widen it and see whether the figures appear. Is it recorded that I ran a report? Yes - successful report views are logged once each. This is normal for a system holding patient data and is what lets a practice show who looked at what. Can I get a report that does not exist? Ask. The registry makes adding one considerably easier than it used to be, and a report several practices want is worth building properly rather than everyone exporting to a spreadsheet. |
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What are my support options? NaturaeSoft Support ResourcesWhat are my support options? NaturaeSoft Support Resources
We hope this guide helps comfort you and directs you to the proper resources with our support services if you experience an issue with the service in the future. |
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How do I send an Email to all of my patients?How do I send an Email to all of my patients?Problem: You want to send an email to all of your patients but can't find how to do this in OfficePro. Background: The OfficePro suite is designed for practice management and not really marketing. So all emails that OfficePro sends to your patients are patient-specific. There is no function for sending an email to all of your patients. But of course, you can still send emails to your patients using your email client or marketing service such as Constant Contact. OfficePro can provide you with a list of email addresses of your patients for sending. Solution: Option 1 To access a list of email addresses in OfficePro you can do one of the following. On the OfficePro Admin Home page on the left hand column. You will see an email box. If you click on the bar, the following email options will appear: If you click the view Email List option from the email menu you will get a list of all of your patient's email addresses. You can then click the Email All Patients link at the top right. If you do not have very many addresses the link will trigger your browser to open the default mail client with the email addresses already populated into the BCC field of the email draft. If you have a large number of emails on file then the system will prompt you with a selection box you can use to copy and paste all of the emails on file into the BCC box of a new email in your email client. Option 2 You can also use the Export Patient function to export a CSV of all of your patients. Then simply filter the CSV using your favorite spreadsheet software (excel, numbers, sheets, etc...). This way you can come up with a targeted list for your email. For more on exporting the patient list see the following tutorial about the Add Ons, Export, and Logs tabs of the Admin General settings page. http://www.naturaesoft.com/configuration.html#AddOns NOTE: Always use the BCC box otherwise your patient's email addresses will be shared with the other recipients of the email. Ignoring this could lead to a HIPAA violation, so be very careful about emailing your patients. |
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