Common Questions
The questions we're asked most. Each page in this guide also ends with a troubleshooting table for its topic.
Why didn't I receive WhatsApp messages?
The app's codes (OTP) and the mother's invitation and links are sent by WhatsApp. If you are not receiving WhatsApp messages, please try the following steps:
- Accept the WhatsApp Terms of Service
👉 Or copy this link: https://wa.me/tos/20210210
- Send us a message on WhatsApp
👉 Or copy this link: https://wa.me/60172913305?text=Hello
Codes can only be requested a few times in a short period. If you see "A code was just sent…" or "maximum number of OTP requests", wait 5 minutes and try again.
For centre owners and admins (Portal)
| Question | Answer |
|---|---|
| A staff member can't log in to the Portal | Their role has no Portal access, they are inactive, or they haven't finished their first login (WhatsApp code and password). See Log in and Staff roles. |
| A staff member shows Pending | They haven't finished their first login yet. See Staff. |
| Someone can't see a menu | Their role doesn't have that area's permission. See Roles & access. |
| Everyone in a branch was logged out at once | The centre owner turned on two-factor authentication. See Two-factor authentication. |
| A mother says her link has expired | Registration, consent and pre-check-in links work for 7 days, and stop working once used. Send a new one. See Registration. |
| A mother shows Pending Sign Up | She hasn't created her app password. Use Resend Invitation. See Mother list & profile. |
| A room isn't offered at check-in | It isn't Available, or its type isn't one of the package's room types. See Onboard & check in. |
| The saved check-in or check-out date isn't the one I picked | The date saved is always the moment you confirm. Correct it by editing the stay. |
| A mother's benefits didn't change after a package change | Changing the package during a stay doesn't change benefits. Adjust them on her Benefits tab. See Benefits & bookings. |
| A mother didn't get an announcement | Mothers must be picked by name. Choosing "Mother" alone reaches nobody. See Announcements. |
| A reminder shows Unassigned | Its staff receivers were removed. Edit it and choose them again. See Reminders. |
| A new Stay Connected message reached nobody | New messages start Inactive. Switch it on. See Stay Connected. |
| A feedback form reached nobody | It is Inactive, or no mother matches its statuses or days. See Feedback. |
| A change isn't in the Audit Log | Some actions aren't recorded. See Audit Log. |
For nurses and staff (Staff App)
| Question | Answer |
|---|---|
| I don't get notifications for service requests or alerts | You are Off duty. Switch to On on Home. See Home & duty status. |
| A mother says "Service is currently unavailable." | Nobody who receives that service is on duty. Go on duty. See Service requests. |
| I don't see Send Report | Your role doesn't have Send Report. Ask the centre. See Reports & sending. |
| I can't edit a report | It has been sent, and your role doesn't have Edit Report After Sent Out. The Portal can still correct it. |
| A mother says she didn't get a report | It is still Not Sent. Send it from + → Send Report. |
| I can't find an activity when creating a report | It is unpublished, or isn't for that type (mother or baby). See Create a report. |
| "You currently have no active admission…" | The mother isn't checked in. |
| I can't untick a reminder | All of today's reminders for that mother or baby are done, so the list is locked for the day. |
| "The QR code is no longer valid because it has already been used." | The booking is already completed, or not approved yet. See Scan attendees. |
For the Room Service Dashboard
| Question | Answer |
|---|---|
| No sound for new requests | Click the dashboard page once after opening it. See Log in & set up the screen. |
| Only Service Request is shown | Your branch doesn't have Baby Overview. |
| The cards say no template is configured | Choose the card fields in Room Dashboard settings. |
| The screen turns pages by itself | Slideshow is on. Choose Scroll View. See Baby & Mother overview. |
For mothers (Mother App)
| Question | Answer |
|---|---|
| I didn't get the app download link | Ask the centre to resend your invitation. See Sign up & log in. |
| "This record does not exist." when signing up | Use the phone number on your registration, and tap I am a mother. |
| I don't see the Service card | You aren't checked in yet. See Request a service. |
| A report the staff mentioned isn't in my app | It hasn't been sent to you yet. See Reports. |
| A benefit is under Other Benefits | You have no voucher left for it. Ask at reception. See Benefits & bookings. |
| I can't book today | Bookings start from tomorrow. |
| I'm asked to accept the handbook again | You have a new stay. Each stay asks once. See Handbook. |
| I don't get notifications on my phone | Turn on notifications for the app in your phone settings, and stay logged in. See Notifications. |