NS - Knowledgebase

Problem

A member of staff cannot sign in. The password is refused, the account says it is locked, or they are asked for a code they cannot produce.

Background

Signing in has two steps, and they fail differently. First the practice is identified, then the person is. Several separate controls sit on the second step - the password, the account lock, multi-factor authentication and, if the practice uses it, IP restriction. Working out which one has stopped them is most of the job.

Resolution

Work through these in order.

1. Check they are past the practice step. The first screen asks for the practice, the second for the person. Staff often type their own username into the practice screen. If they never reach a screen asking for a password, they are stuck on the first step and need the practice name and PracticePass, not their own details.
2. Look for the lock. Open the Admin page and find them in the Users list. A locked account carries a red Locked badge; hover it to see when the lock lifts and how many failed attempts caused it. Five failed attempts locks the account for 15 minutes. Waiting is enough, or an administrator can clear it now: click Unlock Account on the row, or open Edit User and use Unlock Account beside Account Locked:.



3. Check whether MFA is the obstacle. Read the MFA column. MFA Required - Not Enrolled means they must finish setting up a second factor before they can go further - that is working as intended, and they complete it from their own Account page. See Setting Up Multi-Factor Authentication.
4. If they have a new phone, their authenticator no longer holds the enrolment and the codes will never be accepted. An administrator opens Edit User and clicks Reset TOTP beside Authenticator App:; the user then enrols again.
5. If codes are rejected but the phone is the same, the phone clock has probably drifted. These codes are time-based, so a phone a minute out produces codes the server will not accept. Set the phone to update date and time automatically, then try again.
6. If they are working somewhere new, check whether Use IP Authentication: is on in the Authorized IPs section. If it is, their connection must be on the list. Their attempt will be sitting there as a request - click Authorize on the row once you are satisfied it is really them. Mobile data counts as a different connection from clinic wifi.
7. If the password is simply wrong, an administrator can reset it from Edit User. A user who knows their current password can change it themselves from Account using Current Password, New Password, Confirm New Password and Update Password.

If the whole practice is locked out and IP authentication is on, the practice address has most likely changed - after a power cut or a router restart. Nobody inside can correct it, because the Admin page sits behind the same check. Contact NaturaeSoft support.

A note on shared logins. If the answer keeps being that several people use one account, fix that instead. Each person needs their own login: shared accounts make the audit trail meaningless, and one person changing the password locks out everyone else.

Problem

A line was taxed at a rate nobody expected - too much, too little, or nothing at all - or two similar orders came out taxed differently.

Background

The rate on a line is not read live from your settings. When the line is created, OfficePro works out the rate from the order's tax group and the product's class, and saves that figure onto the line. The line keeps it from then on.

That is deliberate - it is what stops a rate change from silently rewriting last quarter's takings - but it means an old line can legitimately carry a rate that no longer matches your current settings. Two orders taxed differently is often two orders raised either side of a change, not a fault.

Resolution

Work from the line outwards.

1. Check when the line was created. If it predates a rate change, the figure is correct and should be left alone. Repricing it would misstate a period you have probably already filed.
2. Check the product's tax class. A product that should be reduced-rate or exempt but was never classified counts as Standard and is charged the full rate. This is the most common cause of "too much tax".
3. Check the class actually has a rate. On the Admin page open Tax Rates by Product Class. An empty box for that class does not mean exempt - it means taxed at the normal rate. If your state exempts the class, the box must contain 0. This is the most common cause of groceries being charged full rate.
4. If a class you set to 0 is still taxed, check the OTHER jurisdictions in the group. Class rates are per jurisdiction, so 0 against Exempt on the state still leaves the county and city charging their normal rate. In Tax Rates by Product Class, a grey figure is an inherited rate - grey under Exempt means that jurisdiction is still charging.
5. Check which group the order used. The group comes from the destination through Ship-To Regions. An order shipped somewhere unexpected, or falling through to Everywhere else, will use a different group than you assumed.
6. If tax came out as zero, look at whether the group has any jurisdictions attached. An empty group means "no tax here" - correct for out-of-area orders, wrong if it happened to your local group because nobody attached the jurisdictions after creating it.
7. If the rate is absurd - hundreds of percent - a rate has been typed as a percentage instead of a decimal. 4.85% must be entered as 0.0485. Open the jurisdiction under Sales Taxes and check.
8. Compare against the summary. What Each Tax Group Actually Charges shows the rate every group and class combination resolves to. If that figure matches the line, the configuration is doing what it is set to do and the setting itself is what needs changing.

If the Group Rate column disagrees with what was charged

The Group Rate shown against a group is a stored summary, refreshed only when somebody opens that group and saves it. Charges are always calculated from the jurisdictions in the group, so if the two disagree, the charge is right and the summary is stale. Open the group and save it to bring the display back in line.

Correcting a line that really is wrong

Fix the configuration first, or the next order repeats the error. Existing lines keep their stored rate, so any already-wrong line has to be corrected on the encounter itself. If the period is closed or the return is filed, talk to your accountant before altering it - the fix for a filed period is usually an adjustment, not an edit.

Problem

A card is refused at the point of redemption, shows a balance the customer disputes, or reads as zero when it should hold value.

Background

A card carries three things that can each stop a redemption: its Status, its Balance, and whether the sale that funded it was ever actually paid. Selling a card adds it to a visit as a charge - if that visit was never settled, the card exists but was never paid for.

Resolution

1. Read the card first. Use Check Gift Card Balance, which reads it without touching a visit. That immediately separates "the card is empty" from "the redemption screen is not working".
2. Check the Status. In the Gift Cards section on the Admin page, find the card by its Card UID. A cancelled or closed card will not redeem however much balance it shows.
3. Check the history. View full transaction history lists every load and redemption with the balance after each. A customer who believes the card is untouched is usually looking at a card someone else has spent - the history shows when, and which user took it.
4. Check the sale was paid. If the card was sold but the encounter was never settled, the card was issued without payment. Find the originating visit and take the payment, or cancel the card.
5. If the UID will not enter, type it by hand rather than tapping. If typing works and tapping does not, the reader is the problem, not the card - check the NFC bridge is running on that machine.
6. If the balance is less than expected, look for a partial redemption. A card can be spent in parts, so a $100 card used once for $40 correctly shows $60.

Refunding or cancelling a card

Use Cancel / Refund Gift Card and then Cancel Card. Cancelling stops the card being spent; refunding returns the money to the purchaser. Record why in the Note - a cancelled card with no explanation is impossible to account for later.

Cancel a card that was sold in error, or one reported lost after you have confirmed who bought it. Because anyone holding the UID can spend the balance, a card reported lost should be cancelled promptly rather than watched.

The balance looks wrong in the accounts, not on the card

If the card itself is right but your figures look wrong, this is usually not a fault. Gift card revenue is recorded when the card is sold, not when it is spent - so a day of heavy redemption shows activity without matching takings, because that money came in when the cards were bought. See Selling and Redeeming Gift Cards.

Problem

A report you used to run is not in the list, a saved link no longer works, or opening one returns a message instead of figures.

Background

The reports section was rebuilt in August 2026. A registry now decides which reports exist and who may see each one, and roughly 250 old pages were retired down to a registered set. A report can therefore be absent for four quite different reasons, and OfficePro tells you which - read the message rather than the fact that it failed, because the fix is different each time.

Resolution

"That report does not exist. It may have been renamed or retired."

The report is gone, and this is almost always an old bookmark or a link in a document. Most retired reports were duplicates of one that survived, so look for the current equivalent in the list on the left and bookmark that instead. Search the Find a report... box for a word from the old title - the replacement is often named slightly differently.

"Your account does not have access to this report."

The report exists and your user account is not permitted to open it. Most financial reports need financial access; the Data Error Review needs administrator access. An administrator can grant it from Edit User on the Admin page. Note that an access box left blank counts as not granted, so a newer account can reach the reports list and still see very little in it.

"This report belongs to a module this practice does not currently license."

The report is part of a module the practice does not subscribe to - the product and refill reports need ProductPro, the Billing Report needs BillPro. No permission change will open it; the practice would need to add the module. Contact NaturaeSoft if you think you already have it.

"This report is not included in your plan."

The report exists and is licensed but sits outside your current plan. Again, not a permission - contact NaturaeSoft to discuss the plan.

The report opens but is empty

Check the period before anything else. Most reports open on the current month, so early in the month they can be legitimately near-empty. Widen it to last month or this year and see whether the figures appear.

If a report has no period bar, it is a point-in-time report - Patients with a Balance Due, Subscription Health and the duplicate-finding reports describe how things stand now. Empty means there is genuinely nothing to show, which is usually good news.

A provider cannot see other providers

That is intended. A provider is restricted to their own figures; selecting a different provider requires financial or administrator access.

Two people see different report lists

Also intended. A group only appears when the account has access to something within it, so the list reflects permissions. Compare the two accounts under Edit User.

The numbers look wrong rather than missing

Follow the figure to its source rather than comparing totals between reports. Click through from the Practice Dashboard, step down through the Master Reports from Summary to Detailed, or open Sales Tax - Line Detail from the Sales Tax report to see every line behind the total. Two reports disagreeing usually means they are counting different things over different periods, and the drill-down is what shows you which.

Problem

A patient who has paid still shows a balance, a payment shows as over allocated, or a credit has disappeared.

Background

Taking a payment and applying it to a visit are separate steps. Money can be correctly recorded and still not attached to anything, in which case the patient looks like they owe it. Most allocation problems are this, not a lost payment.

Resolution

1. The patient paid but still shows a balance. Check Unallocated Payments first. The payment is almost always there, recorded and not yet applied. Open it with Allocate Payment and apply it to the visit it was meant for.



2. "This payment has been over allocated". More has been applied than the payment holds, usually after a visit was edited or a charge removed underneath an existing allocation. Use the clear allocations link on that message to release it, then allocate again from a clean start. Correct Over Allocation and Apply this correction handle the same problem in bulk.
3. The visit balance looks wrong after editing charges. Changing what a visit costs does not re-spread money already allocated to it. Re-open the allocation and check what is actually applied against what is now owed.
4. A credit vanished. Check whether it was allocated to another visit - a credit applied elsewhere has not disappeared, it has been spent. Untick that visit to release it.
5. You cannot remove a negative row on a return. That is intended and OfficePro will tell you so. A product return records a $0.00 credit and holds the returned value as a negative amount on the return visit; that negative is the credit. Removing it would destroy the credit and leave the return visit unpaid at once. Untick the visit you applied the credit to instead, or refund it. If the return was itself a mistake, reverse the return rather than its credit.
6. You are told there are return credits to allocate or refund. The patient is in credit from a return. Decide before you act: allocating it spends it against a visit, and it can then no longer be handed back without extra work. If it is going back to the patient, use Process Patient Refund and do not allocate it first.

The patient says they paid and there is no record at all

Search the patient's payments before assuming it was missed - a payment entered against the wrong patient or the wrong visit is far more common than one that was never entered. Check the same day's takings for an amount that matches. If it was taken by card, the approval or auth number on the terminal receipt is what ties it to the entry, which is why recording it at the time matters.

Preventing most of this

• Allocate on the day the payment is taken.
• Clear Unallocated Payments weekly rather than at month end.
• Finish editing a visit's charges before allocating money to it.
• Decide refund or credit before allocating anything.

Problem

A campaign was sent and nothing has arrived, progress is stuck at zero, or it reached far fewer people than expected.

Background

Campaigns are queued rather than sent as you press the button, and a background process drains that queue only during the practice's send window. So a campaign that has not gone out is usually waiting rather than broken - and the screen looks identical either way.

Resolution

1. Check the send window first. In BackOfficePro admin, look at Only send during these hours and Skip weekends. If you pressed Send now outside those hours, the campaign is queued and will start when the window opens. Nothing is wrong.
2. Check Progress on the campaign. Recent Campaigns then Campaign Detail. Progress that is moving means it is working through the queue - large audiences take a while by design, so messages are not sent in one burst.
3. If it says "No deliverable recipients.", the audience matched patients but none of them has a usable email address or mobile number. Check the tag is on the patients you think, and that those records carry contact details.
4. If far fewer people received it than expected, look at Match. All selected tags requires a patient to carry every tag chosen, which narrows an audience sharply. Any selected tag is usually what people mean.
5. If the text did not send but the email did, check the practice has a provisioned SMS number under SMS Messaging Settings, and that the patients in question have mobile numbers rather than landlines.
6. If the message went out with {FirstName} showing literally, the merge field was misspelled. Merge fields are not validated - an unrecognised one is sent as written. There is no recall; the practical response is a short, human follow-up rather than silence.

It went to the wrong people

Nothing can be recalled once sent. Work out which tag produced the audience before sending anything else, or the correction repeats the mistake. Then fix the tagging rather than remembering to work around it next time.

A patient asks to stop receiving these

Act on it immediately and remove them from the tags that put them in marketing audiences. This is a legal obligation in most places, not a courtesy, and the software will send exactly what it is told to.

Nothing sends at all, for any campaign

Check that bulk sending is enabled for the practice at all, and that the window is not set to a range that never occurs. A window with a start later than its end is the usual culprit.

You are not able to connect with OfficePro.NaturaeSoft.com or Secure.NaturaeSoft.com. 

Background

There are many reasons why you may not be able to connect to NaturaeSoft services. It could be the browser, the computer, the firewall, the router, the ISP, or NaturaeSofts, firewall or servers. In order to better address the issue trouble shooting needs to be done to determine the underlying cause of the error. 

Solution

When the servers go down the NaturaeSoft support team is allerted to this through a monitoring service and our teams goes swiftly to work to identify and treat the issue to get your services back running as fast as possible. In most circumstances issues with connectivity to the service are local and do not have to do with NaturaeSoft server / service performance. In most cases of the issue being server related NaturaeSoft's team of engineers can get the the services back up within 15-30 minutes.  

Most of the time that a NaturaeSoft service does go down it still may be available through an alternative domain. You can access the NaturaeSoft service through either :

• https://Secure.NaturaeSoft.com
   

or

• https://OfficePro.NaturaeSoft.com 
   

In order to troubleshoot the issues with connecting to our servers please follow the path outlined below: 

In the event that you cannot connect to the service please try the following things in order:

• Refresh the page with the F5 key or CNTRL + R

If the page has an error on it then...

• copy and paste the error and send it to support@naturaesoft.com
• Try to reaccess the service from the main login at https://secure.naturaesoft.com/login_practice.asp
• Await a response from NaturaeSoft or proceed to the next step to troubleshoot connectivity.

If the page has no error on it, but is just spinning or says cant connect then... (

• Try the alternative URL
  • https://secure.naturaesoft.com
  • or https://officepro.naturaesoft.com

If you still cannot connect then....

• Check for internet connectivity by searching on Google or going to another new web page.

If you can reach another site but still cannot connect to either URL then....

• Contact support to confirm whether there is a wider outage.

If support confirms our services are down, then...

• please be patient as our engineers are on the case and are actively diagnosing the issue.
• Refer back to the server status page or to the login page to check for the return of connectivity.
•  

If NaturaeSoft Servers are up and their status looks good Then (

• Restart your browser to see if it is related to bad cookies

)

If you still cannot connect 

• Restart your router to see if the router has hung or blocked connectivity to our services due to throughput or outdated firmware issues.

If you still cannot connect

• Escalate to NaturaeSoft support (see below)
• Run a trace route to NaturaeSoft servers -

The OfficePro service allows for the upload of files but there are limitations about the upload service, that you will need to keep in mind.  The NaturaeSoft service has 2 limitations. First, we limit all files to 10MB or less, also we only allow 10 minutes per upload of each file this means that you will need to have a certain speed of the internet to achieve the upload of your files upload time depends on two things:

• Total file size you’re sending.  Your operating system can tell you this.
• Your upload speed (not download speed).  Find this using a speed test site like http://speedtest.net/.

Once you have this info, use the table below to approximate your upload time.

So in theory you would need to have a 128 kb upload speed or higher to upload 10MB files.

If you have any trouble uploading files and your speed is in the range above, please contact support@naturaesoft.com. 

Accessing the Merge Function:

• Navigate to the Patient Detail page.
• Click the Merge Patients link in the top right corner.

Selecting the Duplicate Patient:

• Choose a suggested duplicate patient from the list or use the search function to find the duplicate you want to merge.

Reviewing the Merge Preview:

• After selecting the duplicate patient, you'll be taken to the Merge Preview window.
• Here, you can review the patient information and decide whether to proceed with the merge or change the merge direction (A -> B or B -> A).

Finding Duplicates in Reports:

• You can also see a list of duplicate patients by going to the Admin Reports home page under the Patients tab.

Important Note:

• Warning: The demographic information of the old patient will be lost after the merge, but all files and transactions will be transferred to the new merged patient account.

Problem: You are unable to connect with OfficePro.NaturaeSoft.com or Secure.NaturaeSoft.com.

Background

There are several potential reasons for connectivity issues with NaturaeSoft services, including problems with your browser, computer, firewall, router, ISP, or NaturaeSoft’s servers. To effectively address the issue, we need to conduct a systematic troubleshooting process to identify the underlying cause.

Solution

When our servers experience downtime, the NaturaeSoft support team is alerted through a monitoring service. Our engineers work swiftly to identify and resolve the issue, usually restoring services within 15-30 minutes. Most connectivity issues are often local rather than server-related.

Steps to Troubleshoot Connectivity Issues

Refresh the Page:

• Press F5 or CTRL + R to refresh the page.

If the Page Displays an Error:

• Copy and paste the error message.
• Send the error message to support@naturaesoft.com.
• Attempt to reaccess the service through the main login at: https://secure.naturaesoft.com/login_practice.asp.
• Await a response from NaturaeSoft or proceed to the next troubleshooting step.

If the Page is Just Spinning or Indicates It Cannot Connect:

• Try accessing the alternative URLs:
  • https://secure.naturaesoft.com
  • https://officepro.naturaesoft.com

If You Still Cannot Connect:

• Check Your Internet Connectivity:
  • Open a new browser tab and search for something on Google or visit a different website.
• If you can access other sites but cannot connect to NaturaeSoft, proceed to the next step.

Check NaturaeSoft Server Status:

• Visit contact support to confirm whether there is a wider outage.
• If the status page indicates that our services are down:
  • Please be patient; our engineers are actively diagnosing the issue.
  • Refer back to the server status page or the login page to check for updates.

If NaturaeSoft Servers Are Up:

• Restart Your Browser:
  • This can help clear any bad cookies or cache issues.

If You Still Cannot Connect:

• Restart Your Router:
  • This can resolve issues related to connectivity blocks due to throughput or outdated firmware.

If You Still Cannot Connect:

• Escalate to NaturaeSoft Support:
  • If none of the above steps have resolved the issue, please escalate your concerns to NaturaeSoft support.
• Run a Traceroute:
  • Perform a traceroute to NaturaeSoft servers by following this link: run a traceroute to the OfficePro address and send support the output.

Conclusion

By following these steps, you can systematically troubleshoot connectivity issues with NaturaeSoft services. If problems persist, please reach out to our support team for further assistance. Thank you for your patience and understanding.