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DPC Pro Docs

Getting Help

How to reach DPC Pro support, what to include in your request, and where to find additional resources.

Contact Support

Section titled “Contact Support”

The fastest way to get help with DPC Pro is to email the support team directly.

Email: [email protected]

The support team typically responds within one business day. For urgent issues affecting patient care or payment processing, note “URGENT” in your subject line.

What to Include in Your Support Request

Section titled “What to Include in Your Support Request”

Providing the right details upfront helps the support team resolve your issue faster. Include as much of the following as possible:

For All Issues

Section titled “For All Issues”
  • Your name and email address associated with your DPC Pro account
  • Practice name (especially important if your organization has multiple practices)
  • Description of the problem: what you were trying to do, what happened instead, and when it started
  • Steps to reproduce: the exact sequence of actions that triggers the issue
  • Screenshots or screen recordings: a visual showing the error or unexpected behavior is extremely helpful

For Login or Authentication Issues

Section titled “For Login or Authentication Issues”
  • The email address you are using to log in
  • The URL you are trying to access (for example, app.dpcpro.com, auth.dpcpro.com, or your practice subdomain)
  • Your browser name and version (for example, Chrome 120, Safari 17)
  • Whether you are using SSO or email/password login
  • Any error messages displayed on screen

For Payment or Billing Issues

Section titled “For Payment or Billing Issues”
  • The member or patient name
  • The transaction date and approximate amount
  • Any error codes or decline reasons shown in the payment history
  • Whether the issue affects a single member or multiple members

For Scheduling Issues

Section titled “For Scheduling Issues”
  • The provider name and practice
  • The appointment date, time, and type
  • The current appointment status
  • Whether the issue is visible in the staff view, the patient portal, or both

For Calendar Sync Issues

Section titled “For Calendar Sync Issues”
  • The calendar provider (Google Calendar, Outlook, or Apple Calendar)
  • The integration status shown in Settings → Calendar Integrations
  • The Last Error message (if any)
  • Whether the issue affects push (DPC Pro to calendar), pull (calendar to DPC Pro), or both directions

Before You Contact Support

Section titled “Before You Contact Support”

You may be able to resolve the issue on your own. Try these steps first:

  1. Search this documentation: use the search bar at the top of any page to find guides related to your issue. If you are new to DPC Pro, the First 15 Minutes guide is a good starting point.
  2. Check the troubleshooting guides:
  3. Try basic troubleshooting:
    • Refresh the page with Ctrl + Shift + R (Windows) or Cmd + Shift + R (Mac)
    • Clear your browser cache and cookies for dpcpro.com
    • Try a different browser or incognito/private window
    • Log out and log back in

Reporting a Bug

Section titled “Reporting a Bug”

If you believe you have found a bug in DPC Pro, include the following additional details in your support email:

  • Expected behavior: what should have happened
  • Actual behavior: what happened instead
  • Reproducibility: does the issue happen every time, or only sometimes?
  • Browser console errors: if you are comfortable with developer tools, open your browser console (F12 → Console tab) and include any red error messages

Feature Requests

Section titled “Feature Requests”

Have an idea for improving DPC Pro? See Feature Requests for how to submit suggestions and vote on ideas from other users.

Emergency Support

Section titled “Emergency Support”

For issues that directly affect patient safety or prevent your practice from operating (for example, complete system outage, inability to process payments for all members, or a dashboard that will not load), email [email protected] with “URGENT” in the subject line. These requests are prioritized.

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Need Help?

Section titled “Need Help?”

Email [email protected] with the details described above. The support team is here to help.