Connection Issues

Login Problems

Email Link Not Arriving

If you don't receive the sign-in email:

1. Check your spam/junk folder
2. Verify you entered the correct email address
3. Wait a few minutes — email delivery can sometimes be delayed
4. Click Send another link to resend
5. Try Sign in with password instead as an alternative

"Sign In Failed" Error

1. Verify your email and password are correct
2. Check your internet connection
3. Try the email link method instead

Calendar Sync Issues

Calendar Not Showing Appointments

1. Go to Settings → Integrations
2. Check that Google Calendar shows "Connected"
3. Click Sync Now to trigger a manual sync
4. Verify that you have upcoming events on the connected Google Calendar account

Calendar Disconnected

If Google Calendar shows as disconnected:

1. Click Connect to re-authorize
2. Sign in with your Google account again
3. Grant the required permissions

EHR Connection Issues

EHR Sync Failing

1. Go to Settings → Integrations
2. Check the EHR connection status
3. Click Sync Now to retry
4. If the connection shows errors, try disconnecting and reconnecting

EHR Connection Suspended (Dead Credentials)

If your EHR connection credentials (such as API keys, credentials, or OAuth tokens) expire or become invalid (e.g., due to password updates or security token rotations), Meelio will automatically suspend background synchronization to prevent lockout errors and notify your team immediately:

• Amber Reconnect Banner — A prominent amber status banner appears at the top of the application across the entire organization.
  • Admins can click the Reconnect button directly on the banner to easily navigate to settings, open the credentials dialog, and input fresh credentials.
  • Practitioner Members will see a message directing them to ask their practice administrator to reconnect the integration.
• Settings Page Status — Under Settings → Integrations, the affected EHR integration card will display Sync paused — reconnect needed. If credentials are close to expiring but still active, a soft amber warning will suggest reconnecting soon.

Patient Data Not Syncing

1. Verify the EHR connection is active
2. Check that practitioner mapping is configured correctly (Admin only)
3. Trigger a manual sync
4. Allow a few minutes for the sync to complete

EHR Authentication Expired

Some EHR integrations have authentication tokens that expire:

1. Go to Settings → Integrations
2. Disconnect the EHR provider
3. Reconnect by clicking Connect and completing the authentication again

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Service Status & Outage Notifications

If Meelio's servers or associated third-party service providers experience a platform outage or clinical synchronization degradation, Meelio features a global status alerting system to keep you informed.

Platform Outage Banner

• Global Visibility — A prominent status banner will automatically mount at the very top of both the Login Page (before signing in) and the Main App Layout (after signing in).
• Severity Colors & Icons — The banner is color-coded by incident severity to ensure quick identification:
  • Critical Outage (Red/Crimson) — Indicates core service disruption (such as transcription processing or database access delays).
  • Warning (Amber/Yellow) — Indicates partial degradation or non-blocking issues (such as calendar sync delays).
  • Information (Blue) — Used for scheduled maintenance announcements or resolved notices.
• Learn More Button — When available, a Learn more button on the right side of the banner will open Meelio's public status page in your system's default browser, detailing active investigations and estimated recovery times.
• Auto-Dismissal — These notices cannot be manually dismissed during critical events, ensuring all team members stay updated. Once Meelio engineers restore services, the banner will automatically unmount.

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General Connection Problems

App Seems Slow or Unresponsive

1. Check your internet connection
2. Quit Meelio (Cmd+Q) and reopen
3. Check if a Meelio update is available (click your avatar → Check for Updates)

Actions Fail with Network Errors

1. Verify your internet connection is working
2. Try switching between Wi-Fi and ethernet if available
3. Restart Meelio
4. If the issue persists, there may be a server-side issue — check the global status banner or try again in a few minutes