Common Issues

Try the following steps:

1. Verify you are using the correct email address associated with your ChairPulse account.
2. Click "Forgot password" on the login page to reset your password. Check your inbox and spam folder for the reset email.
3. Clear your browser cache and cookies, then try again.
4. Try a different browser or an incognito/private browsing window.
5. If you were invited by a team member, make sure you accepted the invitation email and completed account setup.

If none of these work, contact support at hello@chairpulse.com with the email address you are trying to log in with.

After accepting an invitation, you need to have at least one office assigned to your account. Ask your admin to:

1. Go to Office Settings > Team tab.
2. Find your name in the team table.
3. Click the three-dot menu and select Change Role.
4. Ensure at least one office is checked under Office Access.
5. Click Save Changes.

ChairPulse sessions expire after a period of inactivity for security purposes. If you are being logged out unexpectedly:

• Make sure your browser allows cookies from ChairPulse.
• Disable any browser extensions that automatically clear cookies.
• Check that your system clock is set correctly, as incorrect time settings can interfere with session tokens.

Contact support at hello@chairpulse.com. Provide your name and the name of your dental practice, and the team can help you locate your account.

Check the following:

• Filter settings -- Make sure you do not have active filters hiding the equipment. Check the Status, Category, Room, and Criticality filters on the Equipment page and reset them to "All."
• Office context -- If you are part of a multi-office organization, make sure you have the correct office selected in the sidebar office switcher. Equipment is office-specific.
• Decommissioned status -- Decommissioned equipment is hidden by default. Select "Decommissioned" from the Status filter to see retired items.
• Permissions -- Ensure you have been assigned access to the office where the equipment was added. Check with your admin.

To remove a duplicate:

1. Go to the Equipment page and find the duplicate item.
2. Click the three-dot menu on the equipment row.
3. Select the option to decommission the equipment.
4. Verify that the correct item remains active.

Alternatively, you can update the duplicate's details to match a different piece of equipment rather than deleting it.

Equipment status can be affected by open issues. Check if there are any unresolved issues tied to the equipment:

1. Navigate to the equipment detail page.
2. Look at the Issues section to see if any are open.
3. Resolve or close any issues that no longer apply.

If the status still seems incorrect, try refreshing the page. Status updates may take a moment to propagate.

Compliance tasks are generated by the compliance wizard. Check the following:

• Compliance setup -- Navigate to the Compliance page. If you see a setup wizard prompt, your compliance configuration has not been completed. Run through the wizard to generate tasks.
• Practice type -- Compliance tasks are based on your practice type and state. Verify these are set correctly in Office Settings.
• Tier requirement -- The full compliance wizard requires the Professional plan. Essential tier users have limited compliance features.
• Recent practice type change -- If you recently changed your practice type or state and selected "Update Requirements," your compliance tasks were reset. Complete the compliance wizard again.

Compliance tasks are generated based on your practice type, state, and equipment inventory. If you see irrelevant tasks:

1. Verify your practice type is correct in Office Settings under the Practice Profile section.
2. Check that your state is accurate, as different states have different regulatory requirements.
3. Look for task override options that allow you to skip or customize specific compliance items.

Check these possible causes:

• Operating days -- Tasks are only generated on your configured operating days. If you recently changed your operating days in Office Settings, some tasks may have been rescheduled. See Operating Days.
• Active status -- Verify the maintenance schedule is set to active. Inactive schedules do not generate task instances.
• Date range -- Task instances are generated for a limited window into the future. Tasks beyond this window may not appear yet.
• Office closures -- Check if you have any office closures configured that might be suppressing task generation on specific dates.

Tasks must be marked as completed before their due date to avoid being flagged as missed. If a task was completed but not recorded in ChairPulse:

• The task was likely completed in practice but not checked off in the app. Going forward, ensure team members mark tasks as done promptly.
• An admin or manager can excuse the missed task with a reason from the Missed tab in Checklists or Maintenance.

The Task Template Library is accessible from the Checklists page. Look for the template library icon near the Add Checklist button. Templates provide pre-built checklist configurations based on dental industry best practices.

AI-powered SOP generation may fail for several reasons:

• Usage limit reached -- Check your AI usage limits. Essential plans allow 25 SOP generations per month; Professional plans have unlimited generation. View your current usage in the Usage tab of Office Settings.
• Network issues -- SOP generation requires a stable internet connection. Try again if you experience network interruptions.
• Content too vague -- The AI needs sufficient context to generate a useful SOP. Provide specific equipment names, procedures, and any relevant details when creating an SOP.
• Try again -- Transient errors can occur. Wait a moment and retry the generation.

AI-generated SOPs are a starting point and should always be reviewed by your team:

1. Review the generated content carefully before publishing.
2. Edit any sections that do not match your practice's specific procedures.
3. Have a qualified team member verify technical accuracy, especially for clinical procedures.
4. Remember that SOPs can be regenerated or manually edited at any time.

Invoice uploads are a Professional tier feature. If you are on the Essential plan, you will not see the upload option. To start using invoices:

1. Upgrade to the Professional plan from Billing & Subscription.
2. Navigate to an issue detail page.
3. Use the invoice upload option to attach your first invoice.

If the AI could not parse your invoice:

• Check the file quality -- Blurry photos, low-resolution scans, or heavily stylized invoices may be difficult for AI to read. Try taking a clearer photo or scanning at a higher resolution.
• Check the file format -- Ensure the file is a JPG, PNG, WebP, or PDF. Other file formats are not supported.
• File size -- Files must be under 10 MB. Compress the file if it exceeds this limit.
• Try re-uploading -- Sometimes transient errors occur. Upload the invoice again.
• If parsing consistently fails for a specific invoice, you can view the invoice details and manually enter the extracted fields by clicking Edit in the Invoice Details modal.

A "Needs Review" status means ChairPulse found discrepancies between the invoice data and your tech visit record. Common causes:

• Vendor name mismatch -- The vendor name on the invoice differs from what was recorded in the tech visit log.
• Parts discrepancy -- The parts listed on the invoice do not match the parts recorded during the visit.
• Warranty mismatch -- The warranty terms on the invoice differ from what the technician reported.

Open the Invoice Details modal to see a side-by-side comparison and decide whether to update the invoice data, the visit record, or confirm the invoice as-is.

Try these steps:

1. Ask them to check their spam/junk folder.
2. Verify the email address is correct in the team table.
3. Click the three-dot menu on the pending invitation and select Resend Invitation to send a new email.
4. If the email still does not arrive, try inviting with a different email address.
5. Some corporate email filters may block automated emails. Have the member whitelist emails from ChairPulse.

Invitations expire after 7 days. To send a new invitation:

1. Go to the Team tab in Office Settings.
2. Find the expired invitation (it will no longer appear in the pending list).
3. Click Invite Member to send a fresh invitation to the same email address.

You may have reached your plan's team member limit:

• Essential plan: Maximum 5 team members (including pending invitations)
• Professional plan: Maximum 25 team members (including pending invitations)

To add more members, either upgrade your plan or remove inactive members/cancel unused invitations to free up seats.