Troubleshooting and help

On the login page, choose Forgot password? and follow the link you receive by email. Once you're logged in, Settings › Security › Change password does the same thing.

Check the spam folder of the address you signed up with. The address must be confirmed before your first login.

Log in with the exact address that received the invitation. With another address, MedAssistant offers to create a new organization. See Join an organization.

Reload the page. If the message comes back, write to us: you're signed in, but no MedAssistant account is linked to your session.

Your manager has limited your access hours. Ask them to change them.

The organization's manager needs to set up or update payment. See Billing and subscription.

• Allow the microphone for www.medassistant.ca in the browser settings (padlock icon in the address bar).
• Check that the right microphone is selected in your computer's sound settings, and that it isn't muted.
• Close other apps that use the microphone (video calls, dictation).
• Try another browser, or record from your phone: the note can still be viewed on your computer.

Check your internet connection, then choose Retry audio upload. If it still fails, Download retained audio keeps a copy on your device; write to us to recover it. See Record a visit.

Processing usually takes a few seconds. After five minutes, choose Check processing status, or look in the inbox: the note may already be there. If the report shows Generation not completed, see Resume an interrupted recording.

Check the selected category, then regenerate the note, if needed in another category or in Thorough mode. See Review the note.

Your organization doesn't have access to any scribe, or you don't have the Professional role. Ask your manager to add a scribe in Organization › Forms / Scribes.

A recording has at most 10 notes, and regenerating is no longer possible once the transcript has been deleted under the data retention rules. Only the person who made the recording can regenerate it.

Check the address or number in the Send history. Ask the patient to check their spam folder. Text messages are only available for 10-digit North American numbers.

A personal link is valid for 30 days and can only be used once. Send a new one. A deactivated QR code or shareable link can be reactivated in the history.

It may have been archived (Archive tab), or deleted at the end of its data retention period. Also check the Professional filter in the inbox.