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DPC Pro Docs

Common Issues

Quick solutions for the issues DPC Pro users encounter most often. Each entry links to a detailed guide where applicable.

Page Not Loading or Slow Performance

Section titled “Page Not Loading or Slow Performance”

The Dashboard Takes a Long Time to Load

Section titled “The Dashboard Takes a Long Time to Load”

Symptoms: The dashboard spinner shows for more than 10 seconds, or the page partially loads with missing data.

Cause: This can happen when your browser cache is outdated, your internet connection is slow, or DPC Pro is undergoing scheduled maintenance.

Solution:

  1. Refresh the page by pressing Ctrl + Shift + R (Windows) or Cmd + Shift + R (Mac) to force a hard reload.
  2. Clear your browser cache: open your browser settings, find the cache or browsing data section, and clear cached images and files.
  3. Try a different browser or an incognito/private window to rule out extension conflicts.
  4. Check the DPC Pro status page to see if there is a known outage.

If the problem persists, contact support.

Error Messages When Navigating Between Pages

Section titled “Error Messages When Navigating Between Pages”

Symptoms: You see a generic error page or a “Something went wrong” message when clicking links in DPC Pro.

Cause: This is often caused by an expired session or a temporary server issue.

Solution:

  1. Log out and log back in to start a fresh session.
  2. Clear your browser cache and cookies for dpcpro.com.
  3. If the error includes a reference number, note it down before contacting support.

If the problem persists, contact support.

Patient Portal Issues

Section titled “Patient Portal Issues”

Patient Cannot Access Their Portal

Section titled “Patient Cannot Access Their Portal”

Symptoms: A patient reports that they cannot log in to their portal, or they see a blank page after logging in.

Cause: The patient’s account may not be fully provisioned, their email may not be verified, or their browser may be blocking cookies.

Solution:

  1. Confirm the patient has a verified email address in Patients → select the patient → Contact Information.
  2. Ask the patient to check their spam/junk folder for the welcome email.
  3. Resend the portal invitation from Patients → select the patient → Actions → Resend Portal Invite.
  4. Ask the patient to try a different browser or clear their cookies.

If the problem persists, contact support.

Patient Sees the Wrong Practice

Section titled “Patient Sees the Wrong Practice”

Symptoms: A patient who belongs to multiple practices sees information from a different practice in their portal.

Cause: DPC Pro routes patients to practices based on the subdomain they visit. The patient may be using a bookmarked link to a different practice’s portal.

Solution:

  1. Confirm the correct portal URL for your practice (it follows the format yourpractice.dpcpro.com/portal/).
  2. Send the patient the direct link to your practice’s portal.
  3. If the patient belongs to multiple practices, they can switch between them from the My Organizations page at auth.dpcpro.com.

If the problem persists, contact support.

Membership and Billing Quick Fixes

Section titled “Membership and Billing Quick Fixes”

Member Shows as “Past Due” but Payment Was Made

Section titled “Member Shows as “Past Due” but Payment Was Made”

Symptoms: A member’s status displays as Past Due or In Dunning even though their payment succeeded.

Cause: DPC Pro processes payment status updates from Stripe asynchronously. There can be a short delay between a successful payment and the membership status updating. In rare cases, a webhook delivery may be delayed.

Solution:

  1. Navigate to Billing → Memberships and select the affected member.
  2. Check the Payment History section for the most recent transaction.
  3. If the payment shows as successful but the status has not updated, wait 15 minutes and refresh the page.
  4. If the status remains incorrect after 15 minutes, navigate to Billing → Memberships → select the member → Actions → Refresh Payment Status.

If the problem persists, contact support.

For more billing issues, see Payment Problems.

Renewal Reminders Not Being Sent

Section titled “Renewal Reminders Not Being Sent”

Symptoms: Patients are not receiving renewal reminder emails before their membership renews.

Cause: Renewal reminders are sent 2 days before auto-renewing memberships. For annual paid-in-full memberships, reminders are sent at 30 days and 7 days before the contract end date. If the member does not have a valid email address on file, the reminder cannot be sent.

Solution:

  1. Confirm the member has a valid email address in Patients → select the patient → Contact Information.
  2. Check the member’s Billing Interval (monthly vs. annual) to understand the reminder timing.
  3. Ask the patient to check their spam/junk folder.
  4. Verify that the membership has Auto-Renew enabled. Reminders are only sent for auto-renewing memberships.

If the problem persists, contact support.

Scheduling Quick Fixes

Section titled “Scheduling Quick Fixes”

Patients Cannot See Available Appointment Slots

Section titled “Patients Cannot See Available Appointment Slots”

Symptoms: The patient self-scheduling page shows no available times, even though the provider has open slots.

Cause: Slots may not be published, the booking mode may require staff approval, or the slot’s allowed appointment types may not match what the patient is looking for.

Solution:

  1. Navigate to Schedule → Availability and confirm that the provider has open slots published for the desired date range.
  2. Check whether the slots are set to Self-Schedule or Request & Approval mode. If set to Request & Approval, patients submit a request rather than booking directly.
  3. Verify that the slot’s Allowed Appointment Types include the type the patient is trying to book.

For more scheduling issues, see Scheduling Issues.

Login and Account Quick Fixes

Section titled “Login and Account Quick Fixes”

”User Auto-Creation Is Disabled” Error During SSO Login

Section titled “”User Auto-Creation Is Disabled” Error During SSO Login”

Symptoms: A user attempts to log in via SSO and sees an error message saying “User auto-creation is disabled. Contact your administrator.”

Cause: DPC Pro does not create new user accounts automatically during SSO login. The user’s account must be pre-provisioned through the signup process, an admin invitation, or the patient onboarding flow.

Solution:

  1. Verify that the user has an active account in DPC Pro by checking Settings → Staff or Patients depending on their role.
  2. If the user does not have an account, create one through the appropriate onboarding flow first.
  3. Ensure the email address in DPC Pro matches the email address from their identity provider exactly (the match is case-insensitive).

For more login issues, see Login Problems.

Calendar Sync Quick Fixes

Section titled “Calendar Sync Quick Fixes”

Calendar Integration Shows “Error” Status

Section titled “Calendar Integration Shows “Error” Status”

Symptoms: The calendar integration status in Settings → Calendar Integrations shows Error instead of Active.

Cause: The OAuth token used to connect to the external calendar service (Google Calendar, Outlook, or Apple Calendar) has expired or been revoked.

Solution:

  1. Navigate to Settings → Calendar Integrations.
  2. Select the integration that shows Error.
  3. Select Reconnect to re-authorize the connection.
  4. Follow the prompts from your calendar provider to grant access.

For more calendar sync issues, see Calendar Sync Troubleshooting.

Section titled “Related Pages”

Need Help?

Section titled “Need Help?”

If your issue is not listed here, check the detailed troubleshooting guides linked above, review the First 15 Minutes guide for setup-related questions, or contact DPC Pro support.