General Troubleshooting Guide

If you're experiencing issues using MEDrefer either on the website, in the Best Practice referral letter writing tool or in the MEDrefer Manager, there are some simple steps you can take to address the issue. If you've tried all these steps and you're still having problems, please contact our helpful support team on [e-mail] or phone [phone] during business hours.

1. Check cookies are enabled, clear your cache or try a different web browser. These three steps will often fix most issues with login, errors or information not updating. We suggest trying Google Chrome or Firefox if you're experiencing issues accessing the website with your current web browser.
2. Check your Internet connection. Because the MEDrefer database is all online, some steps taken through Best Practice or the MEDrefer manager still require a live Internet connection. If you're receiving an error accessing users in the database, wait a few moments and try again or check that your Internet connection is not experiencing issues.
3. Make sure you've entered your details correctly. Some options may not be enabled depending on whether you've added your provider and registration numbers and depending on the type of account you signed up with.
4. Remember not all practices are listed in the main database. Practices which don't have an associated specialist as well as GP practices are not listed in search because neither of these can be referred to via the MEDrefer referral system.
5. Wait a few minutes and try again. If you're waiting on an email, attempting to perform an account action or trying to send a referral, wait a few moments and try again. Often Internet or other glitches may cause an issue that resolves itself within a short time. If an email doesn't arrive, make sure to check your spam folder and add MEDrefer to safe sender's list.
6. Contact support. If you're experiencing issues that aren't resolved through the above steps, let us know. We're always ready to help and we'd much rather fix something in a few minutes than have you spend more of your valuable time trying to figure out a solution. If you've tried all these steps and you're still having problems, please contact our helpful support team on [e-mail] or phone [phone] during business hours.