FAQ and Troubleshooting
178 articles
How do I change the date format, time zone, and units of measurement in Provet?
Can I set default filters for the dashboard?
Set Up Task Notifications for Multiple Users
How Do I Configure Automatic Logout Settings?
2026 Provet Pricing and Plan Changes FAQ
Why SMS Messages Sometimes Cost More Than Expected
Can I add a payment from another date?
How do I change the invoice date or due date?
Customise Invoice Printout Information
How do I find the due date on an invoice or multiple invoices?
Billing Multiple Patients Simultaneously
Correct a VAT discrepancy on an issued invoice
Add a Payment Method
How do I Delete an Invoice?
Search for Invoices
Edit a Price on an Invoice
What You Can Edit on a Finalised Invoice
How do I add Invoice Fees and Delay Fees?
Write Off an Invoice Balance
Why can't I edit or delete an invoice?
How can I avoid credit notes?
How do I fix an error on a credit note?
I accidentally created a credit note, the original invoice was correct
I created a credit note but used the wrong date
I added a payment on a wrong invoice
I added items to a wrong patient
How Do I Remove an Accidental Prepayment?
I created a partial credit note but used the wrong amounts or percentages
I credited an item on an invoice, and now I need to credit another item on the same invoice
I credited the whole invoice when only one item should have been credited
I created a partial credit note but need to credit the whole invoice
I need to refund and credit a consolidated invoice
Is it possible to make patient information required?
Can I remove titles on the client page?
Can a Patient Have Multiple Owners?
Adding Internal-Only Notes to Client Records
How do I void a vaccine?
How can I find out how many clients and patients are registered to our Provet?
How do I export a client or patient list?
How Do I Add and Manage Client Telephone Numbers?
How to Send Multiple Patient Records to a Client
What Is Included in a Client or Patient Merge?
How to Create a Custom Patient Vital Sign Field
How Do I Use Preliminary Notes on Appointments and Consultations?
Troubleshooting Conversations
Can I edit diagnoses on finalised consultations?
Can I edit or delete clinical notes and discharge instructions on finalised consultations?
I accidentally marked a planned treatment item as done. How do I restore it as planned?
How do I Change a Consultation Type?
How do I change the date of items (procedures, supplies, medicines, foods) on consultations?
Managing the Supervising Veterinarian on Consultations
How do I delete multiple automatically generated reminders?
How can I view, delete, or change the time of upcoming appointment reminders?
How do I stop sending appointment confirmation emails or SMS/text reminders?
What happens to reminders linked to archived items?
Troubleshooting Duplicate Automatic Reminders
Block Time in the Appointment Calendar
How do I find appointments after deleting users, resources, or shifts?
How do I view the changes made to an appointment?
Can I print out my appointments from the calendar?
Can I add a column in the appointment calendar for multiple users?
How do I Hide or Delete Calendar Columns?
How are bank holidays displayed in the appointment calendar?
How do I use colours in the appointment calendar?
Can I Double-Book or Allow Overlapping Appointments?
Troubleshooting Shifts
How do I Change a Staff Shift?
Set Up and Manage Cancellation Reasons
My Referral Portal sign-in link has expired. How do I get a new one?
A referral has been sent from the Referral Portal, but it does not show in Provet
Referral has arrived in Provet, but I cannot see any attached files
Appointment was booked for a referral in Provet, but the status has not updated in Referral Portal
How do I attach a file to my feedback to the referring veterinarian?
Is there a size limit for attachments in referrals?
What formats are supported for attaching DICOM files?
I don't have an option to attach a DICOM file to a referral
I have trouble connecting my screen
Content is too small or big on my screen. How do I adjust the screen layout?
How many patients can I see on one screen?
Can I have one small tablet outside each case showing the patient?
How do I show patients who wake up in our ICU after surgery but don’t belong to the ICU?
What is an action?
How does it look if I have multiple patients in one consultation?
Why does my TV automatically refresh back to multi-patient view from the single patient view?
How do I enter the single patient view?
How do I mark a treatment item as done?
Why does the 'waiting for discharge' section show less content than the other sections?
Can I have a screen showing all patients waiting for discharge?
Why should I show passed appointments?
Can I show upcoming appointments for one ward but active consultations for all?
Can I get an End of Day report from a Provet Pay terminal?
How do I return a payment terminal?
How do I start using MOTO payments?
Why was the payment declined?
How long can a payment be refunded?
How do I disable terminal receipts?
How do I reprint a receipt?
Refund is missing, not paid, or there are delays in refunds
A payment has not gone through even though it looks fine in Provet
Refund has not arrived in a shopper's bank account
How do I find out if a transaction has been paid out?
How do I add a new Provet Pay payment method?
A payment has not arrived in my bank account
How do I add a new clinic location to an existing client in Provet Pay?
Cannot access the Provet Pay management page
I cannot find a specific Provet Pay payment
I cannot refund a Provet Pay payment
How do I give a user group access to Provet Pay reports and management page?
Client cards have disappeared
Shopper has completed an online payment, but payment does not show up in Provet
The payment method on an online payment link page does not work
Provet Pay: Shopper has not received an online payment link
My Provet Pay Terminal Has Broken
Shopper is unable to make a payment using the terminal
A payment has failed or does not show up in Provet or Provet Pay reports
How to Split Payments on an Invoice Using Provet Pay
Why is Provet Pay not showing as a payment option?
Windows Program Label Printing
Blackbox Label Printing Troubleshooting
Contact Provet Support with Label Printing Issues
Problems with page layout, scaling or colour
No connection for one-click printing
Content orientation is right but appears too small or large even though PDF file looks correct
Label content is printed sideways
Label content does not fit in the label
There are empty pages in the PDF file
Label content is blurry
Troubleshooting Missing Information on Printed Labels
How do I know if a patient is on a health plan?
How do I collect money from a client for a heath plan?
How do I know what items are included in a patient's health plan?
How can I know if someone is late on their payments?
Can I use health plan items in a counter sale?
Can I run a report of client (and patients) on a health plan?
If I change the price on the plan, does it change the price for current subscribers?
Can I have one plan that covers multiple species, such as dogs and cats?
Does adding or removing an item on a health plan also add or remove it in current subscriptions?
Can health plans be shared between clinic locations?
Does the amount a client saves by being on a plan show on the invoice?
Can a patient be on more than one plan?
How do I add a patient on a new health plan after their old plan ends?
Can I change the payment method of an existing health plan subscription?
IDEXX VetLab Station integration does not work after changing the computer that hosts the ICP and InterLink
The patient's weight is wrong on the analysis result document
The results arrived under a wrong consultation or patient
The results have not arrived in Provet
The request does not arrive to the IDEXX VetLab Station
Shifts have been imported but not marked as online bookable in Provet
Shifts have been deleted from Quinyx but not from Provet
Provet shows appointments without shifts after deleting shifts from Quinyx and Provet
Shifts are not imported and there are '400', '401', or '500' errors in the output error log
Some shifts have not been imported for one or more users and no errors in the error logs