- SOAPsuds can't hear me / microphone blockedAllow the microphone for SOAPsuds in your browser: select the icon at the left of the address bar, allow the microphone, then start the visit again. Also check the microphone isn't muted.
- The telehealth call has no soundWhen your browser asks what to share, pick the tab or window with the video call and turn on sharing its audio (in Chrome, Share tab audio). Then start the telehealth visit again.
- My recording won't uploadA visit you record is saved on your device as you go and uploads by itself once you're back online, so it isn't lost. For a file you upload, use an MP3 or WAV file at least 30 seconds long.
- My note is taking a long timeMost notes are written shortly after the visit uploads. Longer recordings, and the first visit after a quiet spell, can take a few minutes. You can leave the page; the note keeps writing and appears in Visits.
- The note doesn't read like mineMake your own template from a past note (with patient identifiers removed), so SOAPsuds follows your sections and style. For one note, change the length in Note settings or use Magic edit.
- Something in the note is wrongType straight into the note to fix it before you copy or sign it; changes save as you type. Use Show sources to see which words in the visit each line came from.
- I can't sign in or didn't get my codeCheck your spam folder for the code, wait a minute and choose Send a new code, or choose Forgot password? on the sign-in page to set a new password. If you joined from an invite, finish setting up your account from the invite email first.
- I've hit my note limitWhen you've used your notes, Home shows the plans in place of the Start button, so you can pick one and keep going. Individual notes start again each month; Unlimited has no limit.
- I can't see a visit or a settingWhat you see depends on your role and on what your practice has turned on. If something is missing, ask your practice admin; if you are the admin, contact SOAPsuds support.
- Contact supportOpen Support in the menu and send us a message, or email support@soapsuds.io, or call +1 (703) 496 3202. Never send patient names, dates of birth or other patient details.
Still need help?
Email support@soapsuds.io or send us a message. Please don't include patient names or details; the visit date and time is enough for us to find it.
