Patient Troubleshooting Guide - MyHospitalNow

At MyHospitalNow (MHN), we strive to provide a seamless and error-free experience. However, if you face any technical, billing, appointment, or account-related issues, this troubleshooting guide will help you identify and resolve common problems quickly.

This guide will help you:
✔️ Fix login and account access issues.
✔️ Resolve appointment booking and scheduling errors.
✔️ Troubleshoot video consultations and messaging problems.
✔️ Manage billing, payments, and transaction-related concerns.
✔️ Fix notification, reminders, and profile update issues.

📢 Follow the step-by-step troubleshooting solutions below to resolve your issue quickly! 🚀

📌 1️⃣ Login & Account Access Issues

❌ Problem: Unable to Log In to My Account

🔍 Possible Causes & Solutions:

✔️ Ensure you are entering the correct email and password.
✔️ Check if Caps Lock is turned off (passwords are case-sensitive).
✔️ If you forgot your password, click “Forgot Password?” on the login page and follow the instructions.
✔️ If your account is locked, wait 15 minutes and try again or contact MHN support.

📢 Still having trouble? Contact support at support@myhospitalnow.com.

❌ Problem: I Did Not Receive a Password Reset Email

✔️ Check your Spam or Junk folder.
✔️ Ensure you entered the correct registered email address.
✔️ Wait for 5-10 minutes and try again.

📢 If you still do not receive the email, contact support for assistance.

📅 2️⃣ Appointment Booking & Scheduling Issues

❌ Problem: I Cannot Book an Appointment

🔍 Possible Causes & Solutions:

✔️ Ensure the doctor is available on the selected date & time.
✔️ Check if you have completed your profile setup (incomplete profiles may be restricted).
✔️ Verify if you are using a supported payment method (if it is a paid consultation).
✔️ Refresh the page or try using a different browser or device.

📢 If the issue persists, check the doctor’s profile for any unavailability updates.

❌ Problem: My Appointment Is Not Showing in My Dashboard

✔️ Ensure your appointment is confirmed (check your email/SMS notifications).
✔️ Navigate to “Appointments” → “Upcoming Appointments” and check if filters are applied.
✔️ Log out and log back in to refresh your dashboard.

📢 If your appointment still isn’t visible, contact customer support for verification.

❌ Problem: I Need to Reschedule or Cancel an Appointment

✔️ Go to “Appointments” → “Upcoming Appointments”.
✔️ Click “Reschedule”, choose a new date & time, and confirm.
✔️ If you need to cancel, click “Cancel Appointment”, provide a reason, and confirm.

📢 Cancellation policies may vary by doctor or hospital—check the cancellation terms before proceeding.

📹 3️⃣ Video Consultation & Messaging Issues

❌ Problem: My Video Consultation Is Not Connecting

🔍 Possible Causes & Solutions:

✔️ Ensure your internet connection is stable (minimum 5 Mbps speed recommended).
✔️ Use Google Chrome, Firefox, or Safari for the best experience.
✔️ Allow camera & microphone permissions when prompted.
✔️ Close other apps that might be using the camera (Zoom, Teams, etc.).

📢 If the issue persists, restart your device and rejoin the consultation.

❌ Problem: My Doctor Has Not Joined the Video Call

✔️ Wait for a few minutes—sometimes, doctors may be running late.
✔️ Check for any rescheduling notifications from your doctor.
✔️ If the doctor does not join within 10 minutes, contact support for assistance.

📢 In case of delays, you may request an alternative consultation slot.

❌ Problem: I Cannot Send Messages to My Doctor

✔️ Ensure the doctor’s messaging feature is enabled (some doctors disable chat for non-urgent cases).
✔️ Log out and log back in to refresh your messages.
✔️ If the doctor is offline, they may respond later—wait for an update.

📢 If urgent, consider booking a follow-up appointment.

💰 4️⃣ Payment & Billing Issues

❌ Problem: My Payment Failed

🔍 Possible Causes & Solutions:

✔️ Ensure your card or bank account has sufficient balance.
✔️ Try using a different payment method (Credit/Debit Card, PayPal, UPI).
✔️ Check if your internet connection is stable before retrying.

📢 If money was deducted but payment failed, check with your bank before contacting MHN support.

❌ Problem: I Did Not Receive a Payment Receipt

✔️ Check your email’s Spam or Junk folder.
✔️ Go to “Billing & Payments” → “Billing History” and download the invoice.

📢 Still missing your receipt? Contact support with your transaction details.

🔔 5️⃣ Notification & Reminder Issues

❌ Problem: I Am Not Receiving Appointment Reminders

✔️ Check your email & SMS notification settings in your MHN account.
✔️ Ensure your phone number and email address are updated correctly.
✔️ If notifications are turned off, enable them under Settings → Notifications.

📢 Automated reminders help avoid missed appointments—ensure notifications are enabled!

❌ Problem: My Doctor Did Not Receive My Shared Medical History

✔️ Go to “Medical History”, select the records, and re-share them.
✔️ Ensure the doctor’s profile is correct before sending the files.

📢 For urgent medical record sharing, consider emailing the document separately.

🔄 6️⃣ Frequently Asked Questions (FAQs)

1️⃣ How do I reset my password?

🔹 Click “Forgot Password?” on the login page and follow the email instructions.

2️⃣ Can I book multiple appointments with different doctors?

🔹 Yes! You can schedule multiple consultations based on doctor availability.

3️⃣ How do I check if my doctor accepts insurance?

🔹 The doctor’s profile will show “Insurance Accepted” if applicable.

4️⃣ Can I request a refund for a canceled appointment?

🔹 Refund policies vary—check Billing & Payments for doctor-specific refund terms.

5️⃣ How do I report a technical issue not listed here?

🔹 Contact MyHospitalNow Support via Email, Live Chat, or Phone.

📢 For additional support, visit the Help Center.

📖 7️⃣ Next Steps After Troubleshooting Your Account

Action Where to Go?
📅 Book an AppointmentFix booking or scheduling issues Appointment Management
📖 View Medical RecordsResolve missing files or access issues Medical History
💬 Consult a DoctorFix chat or video call issues Patient Communication
💰 Fix Payment ProblemsVerify transactions & billing settings Billing & Payments

📢 Your troubleshooting is now complete! Enjoy a seamless experience on MyHospitalNow! 🚀

🛠 Need Additional Help?

📧 Email: support@myhospitalnow.com
📞 Phone: +1-800-MHN-HELP
💬 Live Chat: Available on the MHN website

📌 With this troubleshooting guide, you can quickly resolve any issue and focus on your health! 🚀