Introduction
Online Scheduling is a powerful feature, but it requires accurate configuration and a stable connection to your EHR. If patients or staff encounter problems (such as unavailable scheduling, incorrect availability, or booking failures), use this guide to identify and resolve the most common issues.
Most problems stem from configuration mismatches, EHR sync delays, or missing prerequisites. Follow the steps below in order.
When to Contact Support If the issue persists after following these steps (especially connection or sync problems with server-based ChiroTouch), reach out to TrackStat support with details about your EHR type and the exact error message.
1. “Online Scheduling is Temporarily Unavailable”
Common Cause: TrackStat has lost its connection to your EHR (most frequent with server-based ChiroTouch Classic).
To resolve:
Confirm your EHR server computer is powered on and connected to the internet.
Wait a few minutes for automatic reconnection.
If the issue continues, contact TrackStat support to re-establish the connection.
2. Provider or Visit Purpose Not Showing in Settings
To make a provider visible in settings:
The provider must be assigned as the primary provider to at least one patient in your EHR.
Wait for the next data sync (can take 1-2 hours).
In Provider Availability, ensure Available for online scheduling is checked and the desired Visit Purposes are selected (highlighted in yellow)
To make a Visit Purpose visible in settings:
The appointment type must have been used at least once in your EHR (create and check in an appointment).
In the Visit Purpose tab, ensure Available for online scheduling box is checked.
In the provider’s settings, click the Visit Purpose so it appears highlighted in yellow.
3. Patients Cannot Book Certain Appointments (Case Type or Permission Issues)
For existing patients:
The patient’s case type(s) in the EHR must match those allowed for the Visit Purpose.
Tags (including “not qualified”) do not prevent scheduling if the patient has access to the direct link - they only affect automated drip campaign invitations.
To fix:
Edit the Visit Purpose and add the necessary Case Type(s).
Save changes.
Have the patient refresh the web page or go back to the previous screen in the Scheduler Pro mobile app.
Ask the patient to try booking again.
Patient data matching (Existing Patients): When using the “Schedule Appointment Only” tab, first name, last name, and email or phone number must match exactly what is in the system.
4. Incorrect or Unexpected Availability (Slots Showing When They Shouldn’t)
Common Causes:
Combination appointments in your EHR (multiple visit purposes selected for one appointment) are not factored correctly into availability.
Grouping or Max Appointment per Time Block settings are too permissive.
Standalone groups or overrides are not configured as intended.
Overlapping durations or time interval mismatches.
To resolve:
Avoid using combination appointments in your EHR. Create dedicated single-purpose appointment types instead.
Review Purpose Groups in the Provider Availability settings (see “Managing Provider Availability, Grouping & Advanced Scheduling Rules”).
Ensure appointment Duration and time intervals in TrackStat match your EHR settings.
Check for Prep Time or Override provider availability hours that might affect calculations. Check AM/PM selections.
Add appointment types to online scheduling and reference them in a group to include them in online scheduling availability calculations.
Tip: Add internal-only appointment types (e.g., ROF/Day 2/Exam) to the same group as New Patient types to avoid overbooking.
5. Patients Filling Out the Wrong Intake Form
The confirmation (Thank You) page can show all intake form links and is not based on the selected appointment type.
To guide patients correctly:
Go to Extras → Scheduling → Settings → Site and Settings.
Scroll to Instructions (Confirmation Page).
Add clear instructions along with appropriate form merge fields, for example: “For New Patient Exam appointments, please complete the Chiro New Patient Form. For Pediatric appointments, please complete the Pediatric Intake Form.”
Save changes.
6. Appointment Requests Are Rejected or Show Conflicts (Even When No Conflict Exists)
Common Cause: Temporary sync issue between TrackStat and your server based EHR.
To resolve:
Confirm Request Appointment mode is enabled in Site and Settings (if intended).
Verify your EHR server computer is powered on and connected to the internet.
Wait a few minutes and try accepting the request again.
Check the patient’s case type and Visit Purpose compatibility.
7. Other Common Issues
Provider image not saving Use PNG format only. Convert the file if it is JPG or another format and re-upload. Compress the file if it is too large.
Patients cannot cancel or reschedule Check the relevant checkboxes in Site and Settings under Scheduling Preferences.
Wrong time slots or double bookings Review grouping, intervals, provider hours, and avoid using combo appointments. See the Provider Availability article for details.
Password or verification problems for existing patients
Patients can click “Forgot your password?” or “Need verification?” on the login page.
Staff can reset a patient’s password from the patient profile (ensure the email matches the EHR record).
Notifications not received Add email addresses in Site and Settings and check spam/promotions/clutter folders. Notifications also appear in the TrackStat Inbox.
Prevention & Best Practices
Regularly review Visit Purpose and Provider Availability settings after making changes in your EHR.
Test new configurations by attempting to book as a patient.
Keep availability windows explicit rather than overly broad.
Make sure appointment durations (length of time in minutes) and time intervals are consistent between TrackStat and your EHR. In ClinicMind, appointments with inconsistent durations or time intervals will be visible in the "Day Conflicts" section on the Schedule.
For multi-location clinics, consider location-specific providers or Visit Purposes.
Keywords: online scheduling troubleshooting, fix online booking issues, provider not showing online scheduling, case type online scheduling error, scheduling unavailable, prevent double booking