Missing access and data

Use this guide when a clinic page, action, or record is missing. First check the selected clinic and doctor, clear search and filters, and confirm your access before assuming data was deleted or creating a duplicate.

Check the selected clinic and doctor

A clinic switch or assistant doctor selection changes which workspace and records you can see. A saved page link can also open in a different clinic context.

1. Open Account menu and check that you signed in with the expected account.
2. Under Switch clinic, select the clinic where the record was created.
3. If you are an assistant, check Act as doctor and select the linked doctor whose work you need.
4. Open the section from the app navigation. A saved link may point to another clinic or to a page your account cannot open.

Enlarge image

If Asnan+ reports unsaved changes while you switch clinics or doctors, save them or choose to discard them. If Asnan+ is already saving, wait for it to finish. If the switch fails, the previous clinic and page stay open, so check the selection again.

A section or button is missing

Sections and buttons can be unavailable when your role or action permissions do not allow access. Ask a clinic admin to review your Role, active status, and relevant permissions in Clinic settings → Users.

Viewing a record does not automatically allow every action. View, create, update, delete, share, print, issue, refund, and void each require the relevant permission. A reference list can also be view-only even when its section is available.

Assistants need a linked doctor and permission for each action. Receptionists can use only the patient and appointment details allowed for their role. Selecting another doctor does not give you missing permissions.

No clinic access means your account cannot open that part of the selected clinic. Ask a clinic admin to check your access. Refreshing the page will not add permission.

A patient, appointment, or reference is missing

An empty or incomplete list can be caused by search, filters, privacy, or list sharing; it does not always mean the information was deleted. Check the list context before creating a replacement.

1. Clear the section’s search text.
2. Check filters, status, date range, and any doctor or room selection.
3. Use the table’s next-page control when additional results are available.
4. Confirm that you are looking in the correct clinic.
5. Ask the record owner or admin to check patient privacy or list sharing when applicable.

Different doctors may see different private or shared patients. Clinic-wide lists still need the correct permission. Private lists are limited to the owner and people the owner shared them with. A total shown for the whole clinic does not mean every team member can open every record.

If a table displays a load error, resolve that error before creating a replacement record. A failed request should not be treated as evidence that the data does not exist.

The clinic says access is unavailable

Billing messages mean the clinic’s subscription status is limiting access. They do not mean that patient or clinic records were deleted.

Clinic access is unavailable or Billing access is suspended indicates a billing restriction. Ask a clinic admin to open Subscriptions, review the outstanding invoice and billing state, and renew or settle the balance as directed.

If a specific create or upload action reports a limit, check the current patient, storage, or paid-user usage. A downgrade can be blocked until usage fits the target plan. Avoid deleting clinical information merely to test whether an access warning disappears.

A page will not load or a link is no longer valid

These errors have different causes: a section may fail to load temporarily, while a not-found page means the address does not open an available page. Use the matching recovery path below.

If Asnan+ reports that a section could not be loaded, check your connection and choose Try again if it is offered. Your current section may remain available while another section is loading.

A not-found page means the URL did not match an available page. Choose Back to return to the previous page or Go to homepage to open the clinic starting page, then reopen the desired record. A saved link can also refer to a different clinic’s record, a removed record, or a page your account cannot access.

For a save error, read the validation message, correct the field, and retry once the connection is stable. If the result is uncertain, reopen the record and check whether the change was saved before submitting the same action again.

Contact support with useful details

If the checks above do not resolve the issue, support will need enough context to find the affected workflow. Share the error and what you were doing, but keep passwords, codes, and unrelated patient information private.

Use the Asnan+ contact page  or Support in the account menu. Include the clinic name, page, action, approximate time, and exact error message. A screenshot can help. Do not include passwords, verification codes, or unrelated patient details.

If you cannot sign in at all, use sign-in and verification recovery.