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.
If it’s been more than about five minutes, open the submission detail page and click Retry. You can retry up to three times. If that doesn’t work, the PDF may be a scanned image at too low a resolution or password-protected — ask the sender for a cleaner copy, or use Manual Entry.
Why did the extraction get fields wrong?
Extraction is good but not perfect, especially with handwritten notes or image-only scans. Always review before approving. You can edit any field before you hit Approve and Create 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?
Use Send Referral and, in the recipient picker, pick Send by email anyway. The referral is delivered as an email with the PDF attached. You can also invite that practice to join Canairy from Network → Invites.
Can I change a referral’s status back?
Yes, from the referral detail page. The Change Status dropdown shows valid transitions. Some terminal states (like Cancelled) may be restricted — if you need to reopen a cancelled referral, an admin can help.
Patients
Two patient records look like duplicates. How do I merge them?
Open one of the patient records and use Merge. You pick which is the primary; all referrals from the secondary move to the primary and the secondary is archived.
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 Settings → Members and clicks Remove on their row. Their account isn’t deleted, but they lose access to your practice immediately. Historical referrals they touched stay intact.
How do I transfer admin rights before I leave?
Promote a teammate to admin, then either have them remove you or leave yourself. Canairy enforces that there’s always at least one admin.
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?
Yes, if your Network graph is set to All and the time range is wide enough, second-degree practices appear as indirect connections.
Security and privacy
Who can see patient data?
Patient data is scoped to the practice it belongs to. Only members of that practice see the patient’s records. Group admins at a health system see aggregate metrics, not individual patient data.
Is Canairy HIPAA compliant?
Yes. Canairy operates under a Business Associate Agreement with every practice. See Legal Documents.
Where can I find our BAA?
Organization Settings → Legal Documents. Only admins can view or accept.
Still stuck?
Reach out to your Canairy point of contact directly.