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