FrontDesk tells you why an action was blocked in plain words. This page collects those messages so you can find the fix by searching for the text you saw. The wording is quoted as it appears; where a message includes your plan name or a number, the example shows one.
Plan limits
| Message | Where | What it means | What to do |
|---|---|---|---|
| Your Pro plan includes 1 phone number. Upgrade your plan to add more numbers. | Buying a phone number | You already have as many active numbers as the plan includes (Free and Pro 1, Elite 3). | Upgrade under Settings → Billing, or ask support to raise the limit on a custom plan. |
| Your Pro plan allows up to 1 location(s). Please upgrade to add more locations. | Adding a location | The plan's location allowance is used. In the app, Add location opens Location Limit Reached instead. | Upgrade under Settings → Billing (Upgrade Plan in the dialog). |
| Your Pro plan allows up to 1 location(s). Upgrade or archive another location to restore this one. | Restoring an archived location (support does this for you) | Restoring would exceed the allowance. | Upgrade first, or ask support. |
| Only the account owner can add a location, because each location changes what the account pays. | Adding a location | Each location changes the plan price, so only the owner can agree to it. | Ask the account owner to add it. |
| Adding a location adds $599 a month to your plan ($599 → $1,198). Confirm the new price to add it. | Adding a location | The price changed, or wasn't agreed, before the location was added. Nothing was added or charged. | Tick I agree to pay … in the dialog and add it again. |
| Only an owner or admin can buy a phone number. Ask them to add one for this location. | Buying a phone number (the page or the Setup Assistant) | A number can be a monthly charge, so only an owner or admin of that location can buy it. | Ask an owner or admin to add it. |
| Only an owner or admin can move a phone number to another location. | Moving a number between locations | Which location a number rings is an owner/admin decision. | Ask an owner or admin (support makes the move for now). |
| You need access to both locations to move a number between them. | Moving a number between locations | The person asking must belong to the location losing the number and the one getting it. | Ask someone who belongs to both. |
| Only the account owner can start, change, submit or cancel a number transfer. | Porting a number | A port moves the practice's number, so it's the owner's call. | Ask the account owner. Team members can still follow a transfer's progress. |
| Only the account owner can release a phone number. | Releasing a number | Giving up a number is the owner's call. | Ask the account owner. A release waits 7 days and can be cancelled with Keep this number. |
| Create your account first. Each account records its own Business Associate Agreement, then you can set up this location. | Onboarding | Your login isn't part of an account yet. | Fill in Create your account (a name and the BAA), with a verified email, then carry on. |
| Team limit reached. Your pro plan allows 5 team members. Please upgrade to add more. | Inviting a team member | The plan's team allowance is used (Free 2, Pro 5, Elite 15). | Upgrade, or remove someone who no longer needs access. |
| Your Pro plan includes up to 3 domains per practice. Contact support if you need more. | Buying a domain | The plan's domain allowance is used (Pro 3, Elite 10, custom plans unlimited). | Let a domain lapse, upgrade, or contact support. |
| Test call limit reached. You've used all 5 test calls available on the Free plan. Upgrade to a paid plan for unlimited test calls. | Test call | Free plans include a fixed number of test calls. | Upgrade; paid plans have unlimited test calls. |
| Outbound calling campaigns require the Pro plan or higher. Please upgrade to use this feature. | Campaigns | Campaigns are not included in the current plan. | Upgrade. |
| Telehealth video visits are not included in your plan | Telehealth | The plan has no telehealth minutes. | Upgrade. |
| Telehealth is turned off for this practice. Enable it in Settings → Telehealth. | Starting a video visit | The feature is included but switched off. | Turn it on under Settings → Telehealth. |
| The website builder is available on paid plans. Upgrade to build and publish your practice website. | Online Booking → Website | Free plans and trials do not include the website builder. | Upgrade; the page unlocks immediately. |
| Domains come with the website builder, available on paid plans. Upgrade to buy a domain and connect it to your practice website. | Online Booking → Domains | Same gate as the website builder. | Upgrade. |
| Sending from your own domain is available on Pro plans and above. | Online Booking → Domains → DNS & email → Set up sending | Custom sending domains need Pro or above. | Upgrade. |
| Email sending requires a Pro plan or higher | Sending email | Practice email is a Pro feature. | Upgrade. |
| Sending welcome emails requires the Pro plan or higher. | New clients | Same. | Upgrade. |
| You've used your Free plan's 100 texts this month. Upgrade to a paid plan to keep going. | Sending a text | The Free plan includes 100 texts a month (sent and received) and has no overage, so texting stops until usage resets on the 1st. | Wait for the 1st, or upgrade under Settings → Billing. |
| You've used 2000 of 2000 texts this month. To keep going, lift the cap for this cycle or upgrade your plan in Settings, under Billing. | Sending a text | The monthly text allowance is used, and overage billing is switched off for your account (it is on unless FrontDesk turned it off with you). On Elite the message ends "lift the cap for this cycle in Settings, under Billing, or contact us to raise your allowance". | The account owner can keep texting running for the rest of the cycle: Settings → Billing, pick Texts in the usage forecast, Keep it running this cycle (billed at the overage rate). Or upgrade, or contact support about overage billing. |
| You've used 500 of 500 AI minutes this month. To keep going, lift the cap for this cycle, buy more minutes, or upgrade your plan in Settings, under Billing. | AI calls | The same, for AI minutes. On Elite the message offers lifting the cap and buying minutes, then "contact us to raise your allowance". | Buy minutes from Add AI minutes under Settings → Billing, lift the cap for this cycle (Keep it running this cycle), or upgrade. |
| You've used all 50 AI minutes included in your free trial. Choose a plan to keep going. | AI calls, texts, campaigns during a trial | A trial's one-time allowance is used up. Trials have no overage and can't buy minutes. | Choose a plan under Settings → Billing. |
| Your plan already includes unlimited AI minutes, so there is nothing to top up. | Buying minutes | Your AI minutes are unlimited, so a pack would never be used. | Nothing to do. |
| Minute packs are available on paid plans. Upgrade first, or talk to us. | Buying minutes | Free plans and trials can't buy minutes. | Choose a plan. |
| Your card was charged but the minutes could not be added, so the charge has been refunded. Please try again. | Buying minutes | The purchase didn't complete; the charge was given back. | Try again. If it says "Our team has been alerted and will refund it", we refund it by hand. |
| A minute purchase for this account is already going through. Wait a moment, then refresh to see it. | Buying minutes | A second purchase started while the first was finishing (a double click, or two tabs). Only one goes through. | Refresh to see the minutes. |
| You've used your Free plan's 15 AI minutes this month. Upgrade to a paid plan to keep going. | Calls to your number | The Free plan's AI receptionist answers calls until the month's 15 AI minutes are used, then stops until usage resets on the 1st. Free has no overage and can't buy minutes. | Wait for the 1st, or upgrade under Settings → Billing. |
| Outbound AI calls are available on paid plans. Upgrade to have your AI place calls. | AI Agent Calls, AI voice reminders, campaigns | On Free the AI answers your calls but doesn't place them. | Upgrade. |
Cards and billing
| Message | Where | What it means | What to do |
|---|---|---|---|
| Add a payment method in Settings → Billing before purchasing a phone number. | Buying an add-on phone number | Extra numbers beyond the plan's allowance are charged to a card, and there is none on file. | Add a card under Settings → Billing. |
| Add a payment method in Settings → Billing first. | Buying a domain | Same, for domains. | Add a card under Settings → Billing. |
| Your card was declined: reason from your bank | Buying a domain, renewals | The bank refused the charge; the reason is quoted. | Update the card under Settings → Billing. Renewals are retried daily. |
| We couldn't confirm the payment with our card processor, so nothing has been added yet. Please check your invoices in Settings → Billing before trying again; our team has been alerted. | Buying a domain | The card processor didn't give a clear answer, so it isn't known yet whether you were charged. Nothing was added. | Check your invoices under Settings → Billing before trying again, so you aren't charged twice. |
| Your subscription is past_due, followed by a prompt to update your billing details to turn email back on | Sending email | The subscription payment failed, so paid features paused. | Update the card under Settings → Billing; email resumes once the invoice is paid. |
| Only the account owner can activate the subscription. Ask them to sign in and finish checkout. | Activate Your Account | Only the owner can start the paid subscription, since it uses their card and email. | Ask the account owner to sign in and finish checkout. |
Client payments and fees
Messages about money your clients pay you (not your FrontDesk subscription).
| Message | Where | What it means | What to do |
|---|---|---|---|
| This fee was charged to the card. Use Refund and waive to give the money back and remove the fee. | Waiving a cancellation or no-show fee | The fee was taken from the client's card, so waiving it alone would leave the money kept. | Click Refund and waive on the visit. See Cancellation and no-show fees. |
| The card charge for this fee is still being confirmed. Try again in a little while. | Waiving a fee | Stripe hasn't confirmed the fee's card charge yet (the visit shows it as being charged). | Wait until it reads charged, then use Refund and waive. |
| This fee is already being refunded. Refresh in a moment. | Refund and waive | Someone started the same refund a moment ago. | Refresh; the refund is only made once. |
| This charge is on invoice INV-2609-0004, which is still open. Void that invoice before waiving it. | Waiving a fee, voiding a charge | An open invoice bills this charge and would go on asking for it. For a draft it says "Take it off that draft" instead. | Open the invoice from Payments → Invoices (or the client's Billing tab). Click Void and give a reason, or for a draft click Edit and take the charge off. Then try again. See Invoices. |
| This client doesn't owe anything right now, so a pay link for their balance would have nothing to collect. Add the charge first, or send a link for one of their invoices. | Sending a pay link | A balance link can only collect what is owed, and nothing is. | Add the charge, or pick an open invoice under What is it for?. See Take patient payments. |
| This charge is on invoice INV-2609-0004, which has already been sent to the client. Void that invoice, adjust the charge, then send a new invoice. | Adjust balance on one charge | Changing the charge would change a bill the client already has. | Open the invoice from Payments → Invoices, click Void with a reason, then adjust the charge and send a new invoice. |
| Only $40.00 of the client's share is still open on that charge | Adjust balance on one charge | An adjustment can't take off more than the client still owes on that line (their copay for an insured visit). | Enter that much or less, or adjust the whole balance instead. |
| The discount is more than this invoice's non-visit lines. To discount a visit, adjust its charge instead: Adjust balance on the client's Billing tab, and pick that visit's charge. A draft invoice billing it follows the new amount. | Invoice builder | A discount can only come off the lines the invoice itself adds to the balance. | Lower the discount, or adjust the visit's charge. |
| Installment 3 is already being charged, or its last charge is waiting for Stripe to confirm it. It settles by itself; don't charge it again. | Charge card on a payment plan | The installment shows Confirming. | Wait; it settles by itself. See Set up a payment plan. |
| Nothing was charged: autopay is off for this client. Turn it back on from their card on file, or record the payment when they pay. | Payment plan | The client's autopay is off, so the plan doesn't charge their card. | Turn autopay back on, or record the payment. |
| Nothing was charged: the client's balance is already paid, so the plan is now marked paid off. | Payment plan | The client owes nothing more, so the rest of the plan isn't needed. | Nothing to do. |
| Nothing was charged: card payments aren't connected for this location right now. Reconnect Stripe in Settings → Billing → Payment methods and the plan picks up again by itself; nothing counts against the client meanwhile. | Payment plan | Your Stripe connection for this location is off or needs attention, so the installment waits. It doesn't count as a missed payment for the client. | Reconnect Stripe under Settings → Billing, Payment methods tab. The waiting installment is then charged automatically. |
| Stripe has not confirmed this charge yet, so it isn't known whether the card was charged. It is settled automatically once Stripe says, so don't charge it again. | Charging a card on file | Stripe didn't answer in time; the card may or may not have been charged. | Don't charge again. Check the client's payments in a few minutes. |
| This payment changed while it was being refunded (another refund was just recorded). Refresh it and check before refunding again. | Refunding a payment | Someone else refunded the same payment at the same moment. | Refresh and check what was refunded before trying again. |
| Stripe couldn't be reached to check this payment, so nothing was refunded. Try again in a minute. | Refunding a card payment | Nothing was refunded. | Try again; it is safe. |
| This invoice has $40.00 left to pay. Enter that much or less. | Record payment on an invoice | The amount is more than the invoice still owes. | Enter the amount due or less. Record anything extra as a separate payment. |
| This invoice now has $40.00 left to pay (another payment just landed). Nothing was recorded; enter that much or less. | Record payment on an invoice | Another payment was recorded on the invoice while you were entering yours. | Enter the new amount due or less. |
| This invoice was just paid in full, so this payment was not recorded. | Record payment on an invoice | Another payment paid the invoice off first. | Nothing to do; check the invoice's payments. |
| This invoice was voided, so it can't be paid. | Record payment on an invoice | Someone voided the invoice. | If the money is still owed, record it against the client's balance instead. |
| This invoice is already voided. | Void | Someone voided it first. | Nothing to do. |
| This invoice changed while it was being voided (a payment just landed). Reload it and check before voiding again. | Void | A payment was recorded at the same moment. | Reload the invoice and check what was paid before voiding. |
| A payment on this invoice is being recorded right now. Try voiding again in a moment. | Void | A payment is still being saved. | Wait a moment and try again. |
| $X has been paid on this invoice. Voiding it won't refund or move that money, and this invoice will no longer show it. To charge less, use Correct price on the charge instead: it refunds the difference and corrects this invoice. | Void | Money was paid on the invoice, and voiding would leave that payment without the invoice it paid. | To charge less, use Correct price on the visit. To void anyway, tick I understand. Void it anyway. in the web app. See Correct a price. |
| This charge is on invoice INV-2609-0004, which is still open. To lower its price, use Correct price on the charge: it refunds anything paid past the new price and corrects the invoice too. To raise it, void that invoice first. | Changing a visit's fee | The fee can't be edited while an open invoice bills it. | To lower it, use Correct price (Payments ? Appointments ? View details). To raise it, void the invoice, change the fee, and invoice it again. |
| A correction lowers the price. To charge more, edit the charge or add another one. | Correct price | The new price isn't lower than the current one. | Enter a lower price, or edit the fee (void an open invoice billing it first). |
| $X paid toward this charge would go back to the client, but it was paid across more than one payment. Refund it from each payment first (taking it off this charge), then correct the price. | Correct price | Correct price refunds from one payment, and the amount to give back was paid by several. | Refund each payment, picking this visit under Refund for, then use Correct price. |
| Invoice INV-2609-0004 changed just now. Refresh and correct the price again (the refund is already done and won't be sent twice). | Correct price | The invoice was paid or changed at the same moment. | Refresh and run Correct price again; a refund already made isn't sent twice. |
| Stripe's message, then: The price wasn't changed yet: correct it again once Stripe has answered (in a few minutes), and it finishes without refunding twice. | Correct price | Stripe didn't confirm the refund in time. | Wait a few minutes and run Correct price again with the same price. Don't refund it in Stripe. |
| This payment didn't pay that charge. | Refund, with Refund for picked | The visit picked wasn't paid by this payment. | Pick a visit from the list, or leave it on No particular charge. |
| Draft invoice INV-2609-0004 changed while this was being saved (it was sent, paid or edited). Reload and try again. | Adjust balance on one charge | Someone changed the draft that bills this charge first. | Reload and make the change again. |
| The email wasn’t sent: No email on file. | Sending an invoice or receipt by email | Neither the client nor their guarantor has an email address. | Add one to the record, or send it by text. | | Add an email or phone number for this client to send an invoice | Invoices | The client has no way to receive it. | Add an email or phone to their record. | | Turned on, but these emails won’t go out until your practice’s sending email is verified (Settings → Email). | Settings → Client Notifications → Past-due invoice reminder | The switch is on but there is no verified sender yet. | Verify your sender under Settings → Email. See Bill visits automatically. | | Past-due invoice emails weren't sent | In-app notice to owners and managers | Past-due emails were due but your sending email isn't verified. | Verify your sender under Settings → Email. | | Your access here is view-only, so you can’t change autopay. | A client's autopay | Your role is view-only. | Ask a teammate whose role can change billing. | | Every client rate needs an amount | Client rates in the billing profile | A rate row has no fee. | Enter the amount or remove the row. | | That client is billed to this one. Unlink them first. | Linking a guarantor | The two clients would be each other's guarantor. | Unlink the other client first. See Guarantors. | | The guarantor has no card on file. | Pay with their card | The guarantor has no saved card. | Ask the guarantor to add one, then try again. | | This client has their own card on file. Remove it first. | Pay with their card | A client with their own card pays with it. | Remove the client's card if the guarantor should pay. | | Link the guarantor to their client record first. | Pay with their card | The guarantor is only a name, not linked to a client record. | Link them to their record on the Guarantor card. | | Only an owner or admin can link guarantors for every client. | Match guarantors | Your role can't run it for everyone. | Ask an owner or admin. |
What clients may see on a pay link:
| Message | What it means |
|---|---|
| Your balance has already been paid, so there's nothing to pay here and nothing was charged. | The balance was paid another way after the link was sent. |
| This payment link was cancelled by the office. Please contact them if you have questions. | The office cancelled the link. Send a new one if money is still owed. |
| This invoice has already been paid in full, so there is nothing to pay here. | The invoice the link was for is paid. |
| This invoice was cancelled by the office, so this link can no longer be used. Please contact them if you have questions. | The invoice was voided. |
| The office sent you a newer payment link, so this one can no longer be used. Please use the newest link they sent, or contact them. | A newer balance link replaced this one. Point the client to the newest link. |
Campaigns
| Message | Where | What it means | What to do |
|---|---|---|---|
| "Central" isn't a time zone we recognise. Choose one from the list, such as America/Chicago. | Starting or saving a campaign | The campaign's calling time zone isn't valid. The page shows This campaign can't start yet. | Click Choose time zone and pick one from the list. |
| Paused: the calling time zone "Central" isn't a real time zone, so calling hours can't be checked. Choose the time zone in the campaign's settings, then resume the campaign. | A campaign that paused itself | Calling hours can't be checked without a real time zone. | Choose time zone, then Resume. |
| Paused: your plan doesn't include outbound campaigns. | A campaign that paused itself | The plan no longer includes campaigns. | View plans, then Resume. |
| Paused: the AI calling allowance on your plan has run out. | A campaign that paused itself | The AI minutes are used up and overage is off. | Buy minutes or lift the cap under Settings → Billing, then Resume. |
| Paused: the AI minutes included in your free trial are used up. Choose a plan to keep going. | A campaign that paused itself during a trial | The trial's one-time AI minutes are used. | Choose a plan under Settings → Billing, then Resume. |
| Paused: the account owner's email address isn't verified yet, so AI calls can't be placed. Verify the account owner's email to keep calling, then resume the campaign. | A campaign that paused itself | AI calls need the owner's verified email. | The owner uses the link in the verification email, or Resend email on the Verify your email notice, then Resume. |
When a campaign pauses itself, the account owner, the location's admins and managers, and whoever set it up are told in the app and by email. See Manage and monitor your campaigns.
Something went wrong on our side
| Message | Where | What it means | What to do |
|---|---|---|---|
| Internal server error | Anywhere | Something failed on FrontDesk's side, and the details are hidden for safety. | Try again in a minute. If it keeps happening, contact support with what you were doing and when. |
| We couldn't finish setting up that number, so the purchase was cancelled and you haven't been charged. Please try again, or contact support if it keeps happening. | Buying a phone number | FrontDesk couldn't save the new number, so it was given back. Nothing was charged. | Try again. If it keeps happening, contact support. |
| That number is already in use in FrontDesk, so the purchase was cancelled and you haven't been charged. Please choose a different number. | Buying a phone number | FrontDesk already has that number on record, so it was given back. Nothing was charged. | Search again and pick another number. |
| Phone numbers can't be bought right now. Please contact support. | Buying a phone number | Number purchases are unavailable on FrontDesk's side. Nothing was bought or charged. | Contact support. |
Email verification
| Message | Where | What it means | What to do |
|---|---|---|---|
| Please verify your email address to use this feature. | Several actions | Your account email is not confirmed. | Click the link in the verification email. |
| Verify your email address to purchase a phone number. Check your inbox for the verification link. | Phone setup | Same, on number purchase. | Click Resend email on the Phone setup banner if needed (available every two minutes), then the link. |
| Please verify your email address before sending text messages. | Sending a text | Same, on texting. | Verify the email. |
| Verification email sent! Check your inbox to unlock phone setup. | Phone setup | Confirmation that a new link was sent. | Open the email. |
Texting and A2P registration
| Message | Where | What it means | What to do |
|---|---|---|---|
| This phone number is not yet registered for texting (A2P 10DLC). Texting will be enabled once registration is approved. | Sending a text | Carriers have not approved your business for texting on this number yet. | Complete the registration under Settings → Phone & SMS → Texting and wait for approval. |
| No registered texting number is available yet. This becomes available once your A2P registration is approved. | Test text | Same, on a test text. | Wait for approval. |
| Texting is off (Not set up). Register your practice with the carriers to send appointment reminders and text with patients. Takes about three minutes now, then 3–7 days of carrier review. | Settings → Phone & SMS → Texting | No registration has been submitted, or you saved one without finishing it. | Click Set up texting, fill in the form and submit. On the Free plan or a trial without a card on file the button reads Add a card (see the next row). |
| Add a card to register for texting. Registering is free: on the Free plan your card is only charged for something you choose, like an upgrade or an extra phone number. | Texting tab, or on submitting the registration | The account is on the Free plan or a trial and has no card on file. Texting registration on Free and trials needs one; registering itself is never charged. | The account owner clicks Add a card and saves one; the registration form then opens (or, if you were submitting, it is sent again). A teammate sees "Only the account owner can add it." and asks the owner. |
| Your subscription isn't active. Update your billing in Settings → Billing to register for texting. | Texting tab, or on submitting the registration | The account is on a paid plan whose subscription isn't active (for example a checkout that never completed). | Click Update billing and sort out the subscription, then register. |
| We could not check your card just now. Try again in a minute. | Submitting the texting registration | The card lookup with the payment processor failed; it doesn't mean there is no card. | Try again in a minute. |
| Texting registration pending. SMS registration is being reviewed. This typically takes 3-7 business days. | Texting tab | Submitted and waiting on the carriers. | Nothing; texting turns on by itself and you get an email when it's live. |
| Texting registration pending. SMS registration is in progress. Almost there! | Texting tab | The carriers are finishing the review. | Wait. |
| Texting registration pending. SMS registration is processing. We'll automatically retry, followed by a note that no action is needed | Texting tab | The submission hit a snag on the way to the carriers and is retried automatically. | Nothing. |
| Texting registration rejected. SMS registration was rejected. Please review and resubmit. | Texting tab | The carriers rejected it. The reason is shown in a Rejection Reason box. | Click Fix & Resubmit, correct the details and submit again. |
| A2P trust bundle was rejected. Please verify your business information is accurate. | Rejection Reason box | The business identity check failed, usually a name, address or EIN mismatch. | Make the details match your tax records and resubmit. |
| We're finalizing your texting registration | Texting tab | The registration needs help from FrontDesk to finish. | Click Contact Support. |
| Texting is on. SMS messaging is enabled and ready to use | Texting tab | Approved. | Send yourself a test with Send test. |
Texting a client's number
| Message | Where | What it means | What to do |
|---|---|---|---|
| That isn't a valid phone number, so it can't be texted. Check the number and try again. | Sending a text, a reminder, a form or another notice | The number on the record isn't a real phone number: words instead of digits, too few digits, or a US area code starting with 0 or 1. | Correct the number on the client's record and send again. |
| There is no phone number to text. | Same | The record has no phone number. | Add one to the client's record. |
| SMS is only allowed to US and Canadian phone numbers. | Inbox | The number is outside the US and Canada. Puerto Rico and other US territories count as US. | Contact the client another way. |
| This number is blocked. Unblock it to send messages. | Inbox | The number is on your blocked list. | Unblock it if you blocked it by mistake. |
| This number replied STOP and can't be texted until it replies START. | Sending a text or a notice | The client opted out of texts. | Call or email them. They can text START to opt back in. |
| Texts to this number aren't getting through. It looks like a landline, which can't receive texts. | Inbox conversation, and buttons such as Send reminder | The carrier said the number isn't a mobile, or it was unreachable twice in a row. Automated texts to it are paused. | Check the number with the client and fix it. You can still text it from the Inbox; a delivered text, a text from the client, or 90 days lifts the pause. See SMS isn't sending. |
| Texts to this number aren't getting through. The carrier says the number isn't in service. | Same | Two texts in a row failed because the number isn't in service. Automated texts to it are paused. | Same. |
| Texts to this number fail because the carrier says it isn't a valid number. | Same | The carrier rejected the number as invalid. Automated texts to it are paused. | Same. |
| Name wasn't told: texts to their number aren't getting through. Call them at phone. | A booking request you confirmed or declined | The confirmation or decline text couldn't go to a paused number. | Call the client to tell them. |
| The pay link for name is ready, but it couldn't be sent. Copy it from their payments. | Payments, sending a pay link | The text couldn't go out, often because the number is invalid or paused. | Copy the link from the client's payments and send it another way, or fix the number. |
| It's night for this client, so the text will go at 8am their time. | Sending a reminder, documents, a link or an invoice by text | Texts your team sends with a button at night are held until daytime in the client's time zone. A text typed in the Inbox goes right away. | Nothing to do; it sends at 8am. See Every automatic message we send your clients. | | This client has no phone number, and no parent, guardian or contact with one. Add a phone to their record, or a contact who gets their reminders, to book. | Booking a visit | Nobody on the client's record can be reached by phone. | Add a phone to the client, or a contact with reminders on. |
Email sending
| Message | Where | What it means | What to do |
|---|---|---|---|
| This practice has not set up a verified email sender. Configure one in Settings → Email before sending email. | Sending email | No sender address has been verified. | Settings → Email: enter the practice address and click the link in the confirmation email, or authenticate your domain. |
Locations and providers
| Message | Where | What it means | What to do |
|---|---|---|---|
| You must keep at least one active location. Add another location before removing this one. | Removing a location | It is your only active location. | Add another first. |
| This location has 4 upcoming appointment(s). You should cancel or reassign them first. If you remove anyway, those appointments will stay on the records but no reminders will be sent. | Removing a location | Future appointments are booked there. | Cancel or reassign them, or choose Remove anyway knowingly. |
| Failed to deactivate provider | Providers | The deactivation did not save. | Try again; contact support if it persists. |
Clients and the portal
| Message | Where | What it means | What to do |
|---|---|---|---|
| Another client already uses this email. Each client needs their own email to sign in to the Client Portal; a parent or guardian's email goes in the parent/guardian contact instead. | Creating or editing a client | Emails are portal logins and must be unique. | Use the existing record, or put the guardian's email in the guardian field. |
| Another client already has this phone number. If they share it (a parent, partner or sibling), add it under Contacts with reminders on instead. | Creating or editing a client | The phone is another client's main number. | Click Use as shared phone, or add it under Contacts. See Add a client from anywhere. | | This client has 3 notes and 1 invoice. Archive the client instead. | Permanently deleting a client | Clients with records can't be deleted. | Archive the client. | | The Client Portal is turned off, so documents can't be shared. | Share documents | The portal is off for this location. | Turn it on under Settings → Client Portal. | | Only an owner or admin can change the age rules. | Coming of Age → Age rules | Your role can't save the rules. | Ask an owner or admin. See Coming of Age. | | Add the client's own email first: the release is signed in their Client Portal. | Coming of Age decision | You chose a release for a client with no email of their own. | Enter the client's email in the dialog. | | A release is waiting for this client. Restore parent access, mark it done, or undo it first. | Coming of Age decision | An earlier release is still open. | Finish it, restore access, or click Undo decision. |
Scheduling
| Message | Where | What it means | What to do |
|---|---|---|---|
| This office is not taking new appointments online right now. Please call the office to book. | The booking page (clients see it) | The location's Taking appointments switch is off. | Turn it back on under Settings → Locations. See Add a new location. |
| Please answer: question | The booking page (clients see it) | A required prescreener question was left blank. | The client answers it. See Prescreener questions. |
| Only one question can save to each client-record field | Settings → Prescreener | Two questions save to the same field. | Change one of them. |
| "question" needs at least two choices | Settings → Prescreener | A choice question has fewer than two choices. | Add another choice. |
| Only an owner or admin can group every client's visits. | Manage upcoming → Do this for every client | Your role can't run it for everyone. | Ask an owner or admin, or use Make it a series for one client. See Repeating visits. |
| This appointment has already happened or was cancelled | Changing a repeating series | The visit you started from is past or no longer booked. | Start from a visit that is still to come. |
| Couldn't check the calendar for appointments to cancel. Try again. | Out of office | The list of visits to cancel didn't load. | Click Try again. See Out of office. |
| 2 appointments are synced from your EHR. Cancel them there. | Out of office | FrontDesk doesn't cancel visits that came from your EHR. | Cancel them in your EHR. |
| Only this provider, or an owner or manager, can change their hours | A provider's hours | Your role can't edit this provider's schedule. | Ask the provider, an owner or a manager. |
| Monday: the 12:00–13:00 break is outside working hours | A provider's breaks | The break isn't inside that day's hours. | Move the break, or change the hours. See Add your providers. |
Calls and the dialer
| Message | Where | What it means | What to do |
|---|---|---|---|
| Pick at least one person to ring, or keep the computer ringing. | Settings → Phone & SMS → Calls → Ring my team | Nobody is picked to ring. | Tick someone, or turn on Also ring FrontDesk on the computer. |
| Please enter a valid phone number | Quick Call | The number has fewer than 10 digits. | Enter the full number. See Use the dialer. |
| Couldn't end the call. Try again. | Quick Call, an AI call | FrontDesk couldn't hang up the call. | Click End Call again. Close anyway closes the window, but the call may still be running. |
| Failed to save outcome | Quick Call, How did the call go? | The outcome didn't save. | Click Save & Close again. |
| "Sorry for the wait. Let me connect you with the office." | Heard by callers | The AI couldn't start for that call, so the caller was forwarded to your Transfers ring number. | Make sure a Transfers ring number is set. See When a transfer isn't answered. |
Data export and business files
| Message | Where | What it means | What to do |
|---|---|---|---|
| Only the account owner or an admin can export practice data. | Settings → Data export | Your role can't export. | Ask an owner or admin. See Export your data. |
| Exporting sessions needs access to clinical records. Choose "Contacts", or ask the account owner to run the export. | Settings → Data export | You don't have access to chart notes. | Pick Contacts, or ask the owner. |
| Two exports are already being prepared. Please wait for one to finish. | Settings → Data export | Only two exports run at once. | Wait for one to finish. |
| This export is no longer available | Settings → Data export | The export expired after a week, or failed. | Start a new export. |
| Only the account owner or an admin can manage business files. | Settings → Business files | Your role can't change them. | Ask an owner or admin. See Business files. |
| Each file must be under 25MB | Settings → Business files | The file is too big. | Upload a smaller file. |
| This file isn't the kind of file its name says it is. | Settings → Business files | The contents don't match the file's extension. | Save it again in its real format and upload that. |
| This file failed the security scan and was not uploaded. | Settings → Business files | The scan flagged the file. | Don't upload it; check the file's source. |
| Files can't be checked for viruses right now. Please try again in a few minutes. | Settings → Business files | The scan isn't available at the moment. | Try again in a few minutes. |
Setup Assistant memory
| Message | Where | What it means | What to do |
|---|---|---|---|
| Refused to store memory containing phone information. | Settings → Assistant → Memory, or asking the assistant to remember | The text looks like a phone number (or an email, SSN or card number), which it never stores. | Remove that part. See Use the in-app Setup Assistant. |
| Only an owner or admin can add, change, pin or delete memories shared with the whole practice. You can still save memories just for you. | Assistant memory | Shared memories are for owners and admins. | Choose Just me, or ask an owner or admin. |
| Memory limit reached for practice scope (100). Remove an existing memory first. | Assistant memory | The practice has 100 memories. | Delete one you no longer need. |
Your account
| Message | Where | What it means | What to do |
|---|---|---|---|
| Current password is incorrect | Change password | The current password you typed did not match. | Re-enter it; use Forgot password if unsure. |
| New password must be at least 8 characters | Change password | Passwords need 8 or more characters with an uppercase letter, a lowercase letter and a number. | Choose a longer password. |
| Password changed successfully. Please log in again with your new password. | Change password | Every session was signed out for security. | Sign in again. |
| This email address is already in use | Change email | Another FrontDesk user has that address. | Use a different address. |
| Invalid or expired verification link. Please request a new email change. | Confirming an email change | The link is older than 24 hours or was already used. | Request the change again. |
Compliance
| Message | Where | What it means | What to do |
|---|---|---|---|
| Please accept the Business Associate Agreement to access this feature. | Placing a call and other PHI features | Your organization has not signed the BAA. | Click View Agreement and accept it; see Sign your BAA. |
| A Business Associate Agreement is required before placing calls. Please ask your administrator to sign it in account settings. | Placing a call | Same, for a non-admin user. | Ask an owner or admin to sign it. |
Domains
Domain messages ("Registering", "Failed", verification and renewal notices) are covered in My domain isn't working.