FAQ

Signing in and access

I can’t sign in.

Make sure you’re using the email address the invitation was sent to. If you’re sure that’s right and it still doesn’t work, ask your practice admin to confirm your account is active and resend the invitation.

I forgot my password.

Use the Forgot password link on the sign-in screen. You’ll get an email with a reset link.

I’m getting “no active organizations.”

Every one of your practice memberships has been deactivated. Contact a practice admin to be reactivated, or an admin at a different practice to invite you.

Inbox and submissions

A PDF has been “processing” for a long time.

Open the existing submission before uploading again. Parsing or extraction with no update for more than 15 minutes is marked Stuck. The detail page offers Retry while fewer than three retries have been used. Reprocessing needs the stored source email and a configured intake pipeline. If Retry fails or the limit is reached, contact your Canairy representative. See Inbox processing and retries.

Why did the extraction get fields wrong?

Review extracted details against the original document. Use Edit, correct the fields, and Save before choosing Approve and Create Referral. See Review a Submission.

What does the API source mean?

API identifies intake from a connected client through Canairy Intelligence. Structured submissions arrive pending review. Submission, approval, and routing are separate outcomes; check the current status rather than treating API intake as a sent referral.

I rejected a submission by mistake. Can I undo?

No — rejections are final once saved. Ask the sender to resubmit the same PDF.

Referrals

How do I send a referral to a practice that isn’t on Canairy?

Create the referral record, open its journey, and choose Forward. Enter the Recipient email and choose Forward and Send. Check the forwarding and notification outcomes separately. See Send a Referral.

Can I change a referral’s status back?

Use the actions available on the leg detail page. The current page has action buttons, not a general Change Status dropdown. Terminal leg states do not allow further transitions through the standard status workflow. See Referral Lifecycle; contact your Canairy representative if a recorded outcome needs correction.

Patients

Two patient records look like duplicates. How do I merge them?

The current patient detail page does not offer a Merge action. Compare identifying details and contact your Canairy representative before making changes. Search before adding a patient: matching identifiers can reuse an existing record. See Patients.

Team and organization

Why can’t I edit practice details?

You’re a member, not an admin. Ask an admin to make the change or promote your role. See Admins & Members.

Someone on my team left. How do I remove them?

An admin opens Organization → People, uses the member action menu, and confirms removal. This deactivates the practice membership rather than deleting the person’s account. You cannot remove yourself or the last admin through this menu.

How do I transfer admin rights before I leave?

Coordinate the change with your Canairy representative. The current People view displays roles but has no role-change dropdown. It prevents removal of the last admin and does not offer self-removal.

Where do I create or revoke Canairy Intelligence API keys?

Admins can manage keys from Organization Settings → Canairy Intelligence. The full key is shown only once when it is created. If a provider loses it or you suspect exposure, rotate or revoke the key.

Network

What’s the difference between a connection and an invite?

• A connection is between two practices already on Canairy. One side sends a request; the other accepts.
• An invite is sent to a practice not yet on Canairy. They sign up through the invite link, and you’re auto-connected.

See Connections and Invites.

Can I see practices my partners refer to?

The current Network graph shows direct referral relationships. The Indirect count is zero; selecting All does not expand it into a second-degree network. See Network for the scope of its filters and metrics.

Security and privacy

Who can see patient data?

Access depends on practice membership and the relevant referral or operational workflow. Group views are not always aggregate-only: Central Inbox includes patient details for referrals received by the management organization. See Health Systems for group membership and access boundaries.

Is Canairy HIPAA compliant?

Review the applicable agreements and your organization’s requirements with your Canairy representative. The Documents tab shows agreement status; that status alone is not a complete compliance assessment. See Legal Documents.

Where can I find our BAA?

Open Organization → Documents and select the Business Associate Agreement row. The list shows the organization’s acceptance status and recorded signer information; the drawer shows the agreement content. See Legal Documents.

Still stuck?

Reach out to your Canairy point of contact directly.