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
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).
All active providers automatically appear in the Provider drop-down list on the Providers tab—there is no need to manually add a provider.
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).
Wait for the next data sync
All appointment types appear on the Visit Purpose tab automatically — there is no "Add Visit Purpose" step.
Use the Search box to find it, and check that the Calculation and Available For filters are set to All — an active filter can hide rows you're looking for.
An appointment type is missing from a provider's list:
The appointment type's CALC toggle is off on the Visit Purpose tab. CALC controls both availability calculation and whether the appointment type appears under each provider.
Turn CALC on and it will reappear under every provider, with all previous settings (Avail or Change, interval overrides, custom hours) intact.
3. A Provider Shows a Red Dot
The status dot next to each provider is calculated automatically:
Green — the provider has at least one appointment type set to Available. Patients can book online.
Red — the provider has no appointment types set to Available. Patients cannot book online.
A provider whose appointment types are all Change Only or Not Avail shows red, even though patients can still reschedule and cancel their Change Only appointments. The dot answers one question: can a patient book a new appointment with this provider?
To fix: open the provider, find the appointment types you want bookable, and set Avail or Change to Available.
4. "I Can't Find Where to Change a Setting"
Everything on the Visit Purpose and Providers tabs is edited in place. There is no Edit button and no pop-up window — you click directly on the row.
Settings that offer a choice show a small ⌄ arrow, but the arrow is not always in the same place:
For most settings (Duration, Available For, NP Case Type, Room, Avail or Change) it sits directly beside the current value.
For settings that can hold several values at once (Case Type, Intervals, Group) it sits at the far right edge of the column, away from the values.
If you can't see an arrow next to a value, look across to the right-hand edge of that column.
Text fields (Display Name, Description, Price) are edited by clicking the text and typing. Calc, Show Price, Show Duration, Ovrd Int. and Ovrd Avail are toggles — click the toggle itself.
Clicking anywhere else in the row does nothing. This is deliberate, so settings can't be changed by accident while scrolling.
5. "I Turned On Ovrd Avail but Can't Set the Hours"
The Avail Hours column has no Edit button — the hours themselves are the button.
If no hours are set yet, the cell shows Set hours…. Click that text to open the editor.
If hours are already set, they appear as one label per day (e.g. Wed 6:00 AM–10:00 PM). Click any one of those labels to open the editor.
If more days exist than fit in the cell, click +2 more to see the rest.
The same applies to override intervals: turn on Ovrd Int., then click the ⌄ arrow at the right edge of the Intervals column.
6. Patients Can Reschedule but Cannot Book
This is usually Change Only working as designed. When an appointment type is set to Change Only for a provider, patients with that appointment already on the books can reschedule or cancel it, but no one can book a new one.
To allow new bookings: change that appointment type's Avail or Change value to Available for that provider.
Also confirm your clinic-wide settings allow the action. If online cancellations or reschedules are disabled in the Preferences tab, Change Only will not override that.
7. Jaz AI Is Booking Something It Shouldn't (or Isn't Booking Something It Should)
Jaz AI no longer has separate Providers and Visit Purposes pages. Its settings now come directly from your Online Scheduling configuration: anything available for online scheduling is available to Jaz AI.
If you previously turned a provider or appointment type off for Jaz AI while leaving it on for online scheduling, that separate opt-out no longer exists.
To stop Jaz AI booking a provider or appointment type: set that appointment type's Avail or Change value to Not Avail (or Change Only if you still want patients to be able to reschedule) for the provider in question.
To let Jaz AI book something it currently can't: set it to Available for that provider, and confirm CALC is on for the appointment type.
8. 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:
On the Visit Purpose tab, add the necessary Case Type(s) to that appointment type's row.
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.
9. 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 Appts / Block settings are too permissive.
Standalone groups or overrides are not configured as intended.
Overlapping durations or time interval mismatches.
An appointment type that should be counted has CALC turned off, so it isn't included in availability calculation.
To resolve:
Avoid using combination appointments in your EHR. Create dedicated single-purpose appointment types instead.
Review Groups in the provider's settings (see SCH2).
Ensure appointment Duration and time intervals in TrackStat match your EHR settings.
Check for Prep Time, Ovrd Int., or Ovrd Avail settings that might affect calculations. Check AM/PM selections.
For internal appointment types you want counted but never booked online, turn CALC on and set Avail or Change to Not Avail for each provider.
Tip: Add internal-only appointment types (e.g. ROF/Day 2/Exam) to the same group as New Patient types to avoid overbooking.
10. 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 → Preferences tab.
Scroll to Instructions (Confirmation Page).
Add clear instructions along with the 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.
11. 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 the Preferences tab (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.
12. Other Common Issues
Provider hours won't delete Click the red X next to any time range to remove it — first, middle, or last. The change takes effect when you click Save.
Hours reappeared after editing Removals only apply on Save. If you closed the window without saving, the original hours remain.
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 the Preferences tab under Scheduling Preferences. Also confirm the appointment type is not set to Not Avail for that provider.
Wrong time slots or double bookings Review grouping, intervals, provider hours, and avoid using combo appointments.
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 the Preferences tab and check spam/promotions/clutter folders. Notifications also appear in the TrackStat Inbox.
Prevention & Best Practices
Regularly review Visit Purpose and provider 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 and time intervals are consistent between TrackStat and your EHR. In ClinicMind, appointments with inconsistent durations or time intervals appear in the "Day Conflicts" section on the Schedule.
Use the status dots on the Providers tab as a quick health check — any provider you expect to be bookable should be green.
For multi-location clinics, consider location-specific providers or Visit Purposes.
A patient received a scheduling conflict error while booking online — what does it mean?
This could be due to a temporary syncing issue between your EHR and TrackStat, or for ChiroTouch users there may be no default color selected on the requested appointment purpose.
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