Messages you may see

Signing in

“Email or password is not correct.”

Check both. If you forgot the password, ask an admin for a new invite link (Settings → Users → ⋯ → New invite link).

“Too many attempts. Wait a few minutes, or ask an admin to unlock your account.”

Wait, or an admin uses Settings → Users → ⋯ → Unlock sign-in.

“That code is not valid. Check the time on your phone and try the newest code.”

Set your phone's date and time to automatic and type the newest code. Lost the phone? An admin uses Reset 2-step codes.

“Set up two-factor authentication to continue.”

Your role needs 2-step codes. Follow the setup page: 2-step codes.

“Invite link not valid”

The link was already used or is older than 72 hours. Ask your admin for a new one.

Banners at the top of the app

“WhatsApp is not connected. Messages cannot be sent or received. An admin must add the Meta settings (Settings → WhatsApp).”

The WhatsApp connection on the server is missing or was changed. Your IT or Avlu support sets it on the server; then the admin checks Settings → WhatsApp → Test connection.

“WhatsApp connection problem. Sending may fail until an admin checks Settings → WhatsApp.”

The admin opens Settings → WhatsApp, presses Test connection and reads Alerts from Meta.

“The background worker is not running. New messages and sends are paused.”

A part of Avlu on the server has stopped. Your IT checks the server; Settings → System shows the worker's state.

“Storage is almost full. File uploads are paused; ask an admin.”

The server's disk is nearly full. Your IT frees or adds disk space (Settings → System shows the free space).

“You have … new decisions to read”

Press Read now, read the decision and press I have read and agree.

“WhatsApp number is Red: templates are paused. Reply only in open chats (last 24 hours). Call the other patients.”

Meta rated your number Red. See your number's quality.

Licence messages

“Avlu is read-only for now: you can read everything, but changes are paused. Your admin has the details.”

You can read everything but not change anything (replies in open WhatsApp chats still work). The admin sees why on Settings → Programs: usually the server address is not on the licence, the licence term ended, or the installed version is newer than your updates allow.

“This address is not on your licence. Ask Avlu for a free re-key. … days left before Avlu becomes read-only.”

Avlu is opened at a new address. The admin presses Request a free re-key on Settings → Programs and applies the new key.

“Avlu is locked. An admin can open Settings → Programs to apply a valid licence key.”

The licence key is missing, damaged or for another installation. The admin applies the key Avlu sent (Apply new licence key), or sends the installation id and server code to Avlu.

“Server changed. Send your server code to Avlu.”

Avlu was moved to another server. The admin sends the Server code from Settings → Programs and applies the new key.

“Modified installation: support unavailable.”

The installed files differ from the signed Avlu release, so support is not available for this installation. Tell your IT and the admin.

“Updates and support end on … (in … days). Request a renewal to keep receiving them.”

See renewal. Nothing stops if you do not renew.

“Not in your licence” and “no access”

“… is not in your licence”

Your clinic has not bought this app. An admin can request it on Settings → Programs (Request this program); a new key adds it without a reinstall. See Adding an app later.

“… is switched off”

Your clinic switched this extra off. An admin switches it on in Settings → Features (deposits: Settings → Payments).

“… needs another program”

This part works only together with an app your clinic does not have, for example the automatic first message needs both Lead Distribution and WhatsApp.

“Off: not in your licence”

Shown next to a setting that belongs to an app your clinic does not have. It cannot be switched on.

“This feature is not in your licence.”

The same, as an error after an action. Ask your admin.

“You do not have access to …”

Your role or your permissions do not include this page. Ask an admin if you need it for your work (Roles and permissions).

“You do not have access to the WhatsApp inbox, its templates and follow-ups”

You are a free user (owners, doctors, read-only managers). An admin can untick Free user in Settings → Users → Edit if you need the inbox.

“You do not have permission to do this.”

The action needs a permission you do not have, for example assigning or exporting. Ask a team leader or an admin.

Sending WhatsApp messages

“Window closed. Only approved templates can be sent.”

The patient has not written for 24 hours. Send an approved template (Choose template) or call. See the 24-hour rule.

“This patient is marked do-not-message. Templates cannot be sent.”

The patient asked not to be messaged. You can still reply while they write to you; call them otherwise.

“The patient stopped marketing messages. Use a utility template.”

Pick a utility template about their own request.

“Meta does not deliver marketing templates to US numbers. Use a utility template or call.”

US (+1) numbers get utility templates only.

“Daily template limit reached (…).”

You sent the most templates the clinic allows per person per day. Try tomorrow, or call.

“No template now: …”

The reason follows, for example the last template has no answer yet. Wait the time the clinic set, or call.

“Template sends are paused while the number's quality is red.”

Reply in open chats and call the others until the rating recovers.

“Meta's daily limit of new patients is almost reached.”

The number has nearly used the conversations Meta allows today. Keep the rest for tomorrow.

“You can read this conversation but not reply to it.”

The chat belongs to someone else. Ask a team leader to assign it to you.

“Not sent: your text is back in the box”

The message did not go out (for example the connection dropped). Your text was kept: check it and send again.

“This number was previously used by another WhatsApp account. Verify the patient's identity before sharing medical information or plans.”

WhatsApp reports that the number changed owner. Make sure you are talking to the right patient before you send a plan or health details.

New leads

“New leads are given out automatically.”

A new lead cannot be claimed or assigned by hand from the chat. It reaches a rep soon; until then only an admin can hand it out (Inbox → Waiting, or the Live board).

“This lead is still with lead distribution. Ask your team leader.”

You tried to hand over a lead that was not given out yet.

“No new leads until …”

Several leads moved to colleagues because nobody contacted them in time. New leads come again at that time, while you are online and on shift. See Pausing and coming back.

Patient files

“This file was changed by someone else. Reload and try again.”

A colleague saved the same file a moment before you. Reload the page and make your change again.

“This stage needs more information first.”

The stage has a rule. The list under Needed first says what is missing, for example a teeth photo saved to the file.

“This amount is outside the allowed range.”

Check the amount and the currency.

“File not found”

“It does not exist, or it is not yours to see.” The file may belong to another team; ask your team leader.

“Not shown to you”

Documents are shown only to the file's owner, their team leaders and operations staff.

Treatment plans

“No doctor names yet: an admin adds them in Settings → Plans and prices → Rules.”

Before staff can record a WhatsApp approval, the admin writes the doctors' names in The doctors.

“… treatments have no price yet.”

A treatment without a price in the plan's currency cannot be put on a plan. The admin fills in Settings → Plans and prices → Treatments and prices.

“Select the teeth on the chart first.”

Tap the teeth on the chart before you add a treatment for teeth.

“Your last changes are not saved yet. Try again in a moment.”

Wait until the plan shows Saved, then press the button again.

“The plan could not be saved: Avlu's licence does not allow changes now. Your edits are kept on this computer and offered again when you open the plan.”

Avlu is read-only (see Licence messages). Your edits wait on this computer until it is fixed.

Calls

Messages of the Calls page (the dialer is off, you are not in the pilot, CloudTalk says you are not online…) are explained in When the Calls page does not start.

Anything else

“Too many requests. Please wait and try again.”

Wait a minute, then try again.

“The server is busy. Please try again in a moment.”

Try again shortly. If it keeps happening, tell your admin.

“Something went wrong.”

Try again. If it happens again, tell your admin what you did and when; the admin can contact Avlu support.

Still stuck? See Getting support.