Frequently asked questions

• The app hides buttons you have no permission for and refuses the same actions on the server too. A page opened directly without permission shows “You don't have access to this section”.
• A module that is turned off disappears from the menu for the whole team; the administrator turns it on: How to turn off a module.
• In Settings, without “Vede setările” (View settings) only your own account pages appear: Why I can't see a page in Settings.

In detail: Why I can't see a button my colleague sees.

Another patient's record behaves as if it did not exist, in search too. See How to find out why I can't find a patient.

The app has no “forgot password” by email, so a password cannot be reset by anyone with access to your mailbox.

• Colleague: the administrator clicks “New password” — How to set a new password for a colleague.
• Patient: the front desk, from the patient's record — How to set a new password or suspend portal access.

If the clinic has filled in its support number, the sign-in page shows it next to “Trouble signing in?”.

The administrator sets how many attempts are allowed and how long the lock lasts: How to set how long someone stays signed in. If you can't remember your password, ask for a new one.

Each backup code works only once. See How to sign in if I don't have my phone and How to close a colleague's sessions or reset their two-step.

See Why I am asked for my password again.

“Sign out” signs you out, if it is someone else's computer. The administrator sets the minutes: How to change when the screen locks.

While the message is shown, what you type is not saved and the screen shows the earlier data. The app does not work offline. See What to do when “Looks like you're offline.” appears.

The theme, your own schedule and the dashboard are each person's own. The administrator chooses the clinic's default look: How to change the calendar's look for the whole clinic.

If it is not there, check in order:

1. Is the rule turned on? All rules start turned off — How to turn on SMS reminders.
2. Is the SMS channel ticked? “indisponibil” (unavailable) means the clinic does not have SMS yet; write to the DentFlow team.
3. Is it within sending hours? Outside them the message waits — How to stop messages at night.
4. Did the patient opt out of messages? See the “Acorduri pentru mesaje” (Message consents) card in their record.
5. Is the number missing? “pacientul nu are număr de telefon” (the patient has no phone number) — fill it in on the record.

A message that failed three times goes to “Abandoned messages”: How to resend a failed message.

See How to restore a deleted record.

Some things are never deleted, but retired and reactivated: a colleague (How to retire a colleague who leaves), a service (How to retire or reactivate a service). A payment is not deleted, but reversed.

“Activity” shows the team's actions in plain language. See Journal. Who opened a patient's record is shown by the access log in the record: The access log.

The lock is set in Settings → Money → Financial lock — How to close a financial period. Anyone with “Modifică perioade financiare închise” (Modify closed financial periods) can bypass it.

A retired colleague appears nowhere until reactivated: “More” → “Reactivate”. See How to add a colleague.

See How to retire or reactivate a service.

See How to confirm an appointment requested by a patient. If you want requests to go straight to “Scheduled”: How to let a time requested from the portal go in without confirmation.

• “suspendat” (suspended) — “Reactivate the access”;
• “no account” — “Create access”, with their email;
• wrong email — the patient signs in with the address shown under “Utilizator” (User).

See How to give a patient portal access.

If the clinic had reworded its consent, that one stayed active until the clinic withdraws it. See How to prepare the privacy notice and How to give the patient the privacy notice.

• Copy or portability: How to export a patient's full record.
• Deletion: the medical record must be kept as long as the law requires, so only what is not mandatory to keep is deleted; say so in your reply.
• The reply: How to reply to a data request.

All open requests: How to see requests still waiting for a reply.

The privacy notice given to patients says the same. The administrator can download a full copy: How to download a copy of all the clinic's data.

The alert goes only to those who manage roles. What to do, step by step: What to do when the bell shows “Securitate: …”.

Who limits a colleague, and what they then see: How do I limit a colleague to their branch. The list of branches: How to add a branch. An X-ray machine tied to a branch receives only that branch's appointments.

One clinic's data is not visible from the other.

The assistant answers “where is it” and “how do I do it”; when the AI assistant is not turned on, it answers from the app's help. See Where to find the guide and What to ask the DentFlow team for.