Frequently asked questions
Start with the checks below. If a problem remains, create a Support ticket with the affected record ID, screen, time, and a screenshot when possible.
Why is a module, menu item, or action missing?
The signed-in user must have the required permission, and the hospital must have the related subscription module or add-on. Ask the Hospital Admin to check both.
Why did ZenhCare ask me to change my password?
New Hospital Admin, doctor, and login-enabled staff accounts can receive a temporary password. Enter it once, then set and confirm a new password before opening the application.
Why is a doctor, ward, bed, test, medicine, or payment method missing from a form?
Complete its master record or setting first and make sure it is active and available in the selected branch or practice. Schedules, occupied beds, disabled tests, missing stock, and Finance settings can also limit a picker.
Why can I not start a consultation?
Check the appointment status, doctor schedule, and the hospital's payment-before-consultation policy. If the payment gate is enabled, collect or verify the required payment, or use an authorized staff bypass when policy permits it.
Why is a staff-recorded payment not counted yet?
The payment may be Awaiting verification. A Hospital Admin must approve it in Payment Verifications before it counts toward the invoice balance.
How do I cancel an invoice or refund a patient?
Open the invoice and use the available cancellation or refund action. Cancellation requires a reason and can be blocked by collected money. A refund needs an amount and reason; patient-submitted refund requests require platform review and are never automatic.
Why can I not discharge an inpatient?
Confirm that your role can discharge, complete the required discharge information, and resolve any workflow requirement shown on screen. Finalizing discharge releases the bed and attempts to create the final bill.
Why are some values different from this guide?
Identification types, payment gateways, active add-ons, services, and document templates can differ by hospital configuration. Follow the choices displayed in your account.
Which features currently show Coming Soon?
Doctor private-chamber Staff, Lab Orders, and Pharmacy pages can show Coming Soon. In the patient mobile app, use the dedicated Reports area when a Home shortcut is unavailable.
How do I contact ZenhCare?
Open Support → Tickets, create a ticket, choose the relevant category and priority, describe the issue, and add attachments when helpful.