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Support

Tell us what broke,
not what you think
caused it

Most of what reaches us is one of six things, and half of those resolve from the clinic side in under a minute. Start with the symptom below. If it is not there, write in and we will read it the same working day.

Find your symptomContact us directly

start here, it is usually one of these

Six symptoms, and what to check first

Not a deflection exercise. Each of these has a check your own staff can run in less time than it takes to write the email, and knowing the answer makes the email far shorter if you still need to send one.

01

Access

Somebody cannot log in

Try the same account on another device first. One person locked out is a reset an administrator can do from Settings, Staff. The whole clinic locked out is a phone call, not an email.
02

Billing

An invoice total looks wrong

Open the invoice and read the posted lines against the appointment and anything dispensed. Part payments and refunds post as their own lines. If the lines are right and the total is not, send us the invoice number.
03

Pharmacy

Stock does not match the shelf

Compare the batch quantity rather than the item total: dispensing writes against one batch at a time. Send the item, the batch and the count you physically hold.
04

Scheduling

A booking has gone missing

Cancellations and no-shows stay on the patient record instead of being deleted, so they drop off the day view without leaving the system. Filter the day before assuming it is lost.
05

Permissions

A staff member sees too much

Access follows the role, never the person. Check which role the account holds in Settings, Staff before changing anything else, because moving the role fixes it for everyone who shares it.
06

Migration

You are arriving from another system

Import runs in the first week of onboarding and is reconciled against your own exports before any staff member works from it. Tell us what you are exporting out of and we will tell you what we need.

two channels, and when each one is right

Reach a person

Email

Anything with a detail attached

The right channel for a wrong figure, a screenshot, an invoice number or a question that needs a written answer your team can re-read later. Every reply stays on one thread.

support@atriaos.com

Acknowledged the same working day. Most issues close within one.

Phone

When the clinic cannot work

Nobody can log in, the calendar will not open, records are unreachable. Call instead of writing — a queue of one email behind another costs you the morning.

No number is published for your region yet. Email and we will send one.

how we rank what arrives

What gets picked up first

Severity is judged on whether your clinic can still see patients, not on how the message is worded. Marking an email urgent does not move it; telling us the front desk is stopped does.

Clinic is downCall us
Nobody can log in, the calendar will not load, or records are unreachable. Handled ahead of all other work during business hours.
Working, but wrongEmail us
One surface misbehaving, a figure that does not reconcile, a record that will not save. Acknowledged the same working day, usually closed within one.
A question, not a faultFAQ, then email
How something works, whether it can be configured, what a plan covers. Answered within one working day if the FAQ does not already cover it.

so the first reply is an answer

Six lines that save a day

Almost every slow resolution is slow because the first exchange was spent establishing what happened. Send these once and we can usually go straight to the cause.

  • Your clinic name, and which account hit the problem
  • What you were doing, in the order you did it
  • What you expected, and what appeared instead
  • The error text exactly as written, or a screenshot showing it
  • Whether it happens for one account or for everybody
  • Whether it started after a specific change, import or update

already answered elsewhere

Questions we have written out in full

Common questions

Onboarding time, migration, who can see what, how support works once you are live.

Read the FAQ

What each module does

Records, scheduling, billing, pharmacy and operations, written out capability by capability, including four things it does not do.

See the modules

Plans and billing

What each plan includes, how proration works on a change, and what happens when a trial ends.

See pricing

Contractual detail lives in the terms of service, privacy policy and refund policy.

nothing above matched

Then it is worth an email, and we would rather have it

A problem you worked around is a problem we never hear about, and it stays in the product for the next clinic. Send it even if you have already found a way past it.

Back to contact detailsCheck the FAQ once more

Read the same working day · Support is included on every paid plan · No ticket portal to register for