Help with your Cortexa account

A number in the report looks wrong

Include the report name, date range, clinician or location filters and the total you expected. Tell us which source report you are comparing it with. The most useful starting point is a specific example such as “completed sessions for last week differ between these two views.”

Check that both views use the same unit and time basis. Booked appointments differ from completed sessions; cash received differs from the value of care delivered. A late payment or corrected appointment status can change the comparison. The reporting guide explains the common causes.

A connection or access issue is interrupting work

Describe the screen or step where the problem occurs and whether it affects one authorized user or the whole practice. Include the visible error wording when it does not contain patient information. Do not send passwords, access tokens or patient exports in ordinary email.

For a new team member, a change in responsibilities or a departure, contact us through the practice’s authorized account process. People should have access to the information they need for their job. The connection guide explains how the setup is established.

A full service handoff needs attention

Use the agreed account channel for intake, front desk, billing, payroll or growth work already in progress. Identify the work queue, the decision needed and any relevant operating deadline. Patient-specific information belongs in the secure system or channel established for the account.

Clinical questions should follow the practice’s clinical escalation process. For a change in service scope, describe the work you want added or adjusted so the responsibilities can be agreed clearly.

Tell us what happened and what you expected