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Getting Started & Login
I didn’t receive my OTP code / the OTP code is not working
My password is not working / I can’t reset my password
I’m having issues logging in with Single Sign-On (SSO)
Why is “Change password” disabled?
Logging in on a shared hospital device
Device & App Setup
App not loading / freezing / crashing
Camera not working (QR scan, photos, livestream)
I’m having issues logging in with Single Sign-On (SSO)
Notifications not working on this device
Registered device explanation
Patient Registration
Pre-registered patients via family QR (poster)
Unable to scan parent app QR code
Unable to scan patient bracelet barcode or QR code
Error during manual patient registration
Patient Management
Unable to see active patient
Verifying pre-registered patients
Archiving patients
Why a patient doesn’t appear in lists
Family Connection & Access
Parent says they are registered but not visible
Parent changed phone
Parent can’t access features (livestream, messages, audio)
Verification issues
Messaging
Unable to send a message
Error when sending a message
Unable to add photo / video / audio clip / eCard
Unable to see sent messages
Reactions not appearing
Two-way Video Call
Unable to see parent for the selected baby
Unable to reach parent via video call
Camera or microphone issues during the call
Call drops or won’t connect
Livestream
Parents not receiving livestream notification
Parents unable to see baby in livestream
Nurse unable to start livestream
Live parent voice not activating
Parent can’t see the microphone icon (parent voice)
Livestream timer issues
Viewer list not appearing
AudioCare
Playlists not visible
Audio tracks not playing
Parent recordings not visible
Unable to play parent recordings
Hospital iPad audio not working
Why some playlists are dimmed or restricted
Profile Settings & Privacy
Language settings
Your Impact” explanation
Logging out
Multiple device usage
Data storage & encryption
What happens if a device is lost