Go live
The real setup checklist on your Dashboard, the blockers that stop you selling, and the end-to-end test order to run first.
This is the last step before real patients arrive: work the setup card on your Dashboard, clear the four things that silently stop a sale, and buy one of your own products end to end.
Questions people ask about this page
Where is the go-live checklist?
On your Dashboard, in a card titled Set up your account with the subtitle "Shared with everyone on your team." The steps in it are written for your brand by GEN Health or your provider network, so they are not the same for everybody. There is no fixed four-box checklist anywhere in the product.
My Dashboard has no Set up your account card.
Then no steps have been authored for your brand, or somebody on your team has already dismissed it. The card hides itself when it is empty. Use the The four things that stop a sale section below as your checklist instead.
How do I know my provider network is actually linked?
Open Products and read the Owner column. Your network's name on those rows means the link is live. As a second check, click Create Support Ticket on Support — your network appears as one of the recipient tiles. Support lands on Incoming Requests, which is empty for most clients; your own tickets are on Your Support Tickets. Do not look for a "Provider Networks" section on Integrations; there is not one.
How do I place a test order without paying?
Make a 100% discount code first. Open Products, click Promo Codes, then Add promo code. In Create Promo Code set Discount type to Percentage Off with a value of 100, restrict it under Eligible products to your test product, and click Create promo code.
What address does a patient actually start from?
The simplest honest answer is a checkout link. On Products, click the link icon on a row (Checkout links for {product}) and copy the Product-first link. That is the exact page a patient lands on. Your general sign-in address is on Settings → Branding as the branded sign-in link, and a custom domain replaces it once it is live.
Someone on my team ticked a step. Does that affect me?
Yes. The card is shared: "Shared with everyone on your team." Ticking a step marks it done for everybody, the item records "Marked done by {name}", and Dismiss removes the whole card for the whole team.
Where to find it
Left menu → Dashboard. Direct link: /dashboard. The Set up your account card is visible to Client Admin and Client Staff. The heading above it is a greeting — "Good morning, {your name}" — not the word Dashboard.
What is on the Dashboard
| What you see | What it means |
|---|---|
| A red banner reading "Your latest platform fee failed to process." | Your own GEN Health account card was declined, not a patient's. It warns about account suspension and offers Update payment method. Fix it before anything else. |
| Total Patients | Every patient record, and the sub-caption says so: "All patient records, incl. test accounts." Your test patients are counted here. |
| Platform Users | Your team. Sub-caption "Admin & Staff." |
| Alerts | Things needing a decision. Its rows open Payment needed — "Update the OnlyScripts payment details so this order can continue." — naming the Order and Pharmacy affected. |
| Set up your account | Your setup checklist, with a progress bar and a count in the form "3/8 · 38%". |
| Users | The only place a Client Admin invites teammates. There is no separate team page. |
How to work the setup checklist
Open it
In the left menu, click Dashboard and find Set up your account. The bar at the top of the card is your progress.
Read a step properly
Click the step's title. A dialog opens with the step name, the badge Done or Not done, and a section headed What to do. If nobody wrote instructions it says "No further detail was added for this step."
Do the sub-steps and fill the fields
A step can carry its own sub-checklist, file attachments, fields to fill in, and a person assigned to it. Work through what is there; the row shows a running count until it is complete.
Mark it done
Click Mark as done in the dialog, or the circle on the row. The item records who did it — "Marked done by {name}." Mark as not done reverses it.
Finish the card
When every step is ticked the card reads You are all set — "Every setup step is complete. Dismissing this removes it for everyone on your team." Click Dismiss only when the whole team agrees.
The checklist is a reminder, not a gate. Ticking every box does not switch anything on, and leaving one unticked does not stop a sale. The real blockers are below.
The four things that stop a sale
Each of these fails quietly. Check all four before you tell anyone you are open.
| # | Blocker | How you can tell | Fix |
|---|---|---|---|
| 1 | No patient payment processor | Billing shows Active as None and the note "Test mode — no real charges". Every product row carries a Payment processor missing warning: "Set up a payment processor before patients can purchase this product." | Connect your patient payment processor. Pick a tile, paste the keys, verify and save. |
| 2 | No GEN Health account payment method | The red banner on your Dashboard, and on Labs the banner "Please update your account payment method to enable labs." | Your plan and account payment method. This card pays platform and lab processing fees. |
| 3 | No pharmacy, or no pharmacy card | Integrations → Pharmacies says "No pharmacies enabled for this account.", and there is no Formulary item in your left menu. | Integrations and pharmacy. Connect the account, then add the card OnlyScripts charges. |
| 4 | Unpaired prescription products | On Products, the Paired formulary cell reads Needs pairing. Set the Formulary filter to Unpaired to list them all. | Formulary and medication pairings. An unpaired product's order stops with no error on screen. |
The rest of the pre-flight check
| Check | Where | What good looks like |
|---|---|---|
| Your network is linked | Products → Owner column | Your network's name on the rows it supplies. |
| Products are live | Products | Active, on the storefront, and each with a Price. A network product with no price never reaches the patient storefront and nothing says so. |
| Forms are published and targeted | Forms | No Draft badges on forms you rely on, and no Click to assign in the Product column of a form that should be required. |
| Visits are active | Visits → Visit Options | Status reads On storefront, and the Forms column is not 0 for a visit that needs intake. |
| Bookable slots exist | Visits → Provider availability | Real slots in the next 21 days. An empty dialog means nobody can book a sync visit. |
| Labs are ready | Labs | The panels you sell are Active with a sensible Patient total, and no payment banner across the top. |
| Your team can get in | Dashboard → Users | Everyone listed with the right type and the status Active. |
| Branding is finished | Settings → Branding | Logo, colours, and — if you are using one — a custom domain reading Active. |
The end-to-end test order
Nothing above proves the path works. This does. Allow about 30 minutes, and do it as a patient would.
Make a 100% discount code
Open Products → Promo Codes → Add promo code. In Create Promo Code, fill in Promo code and Internal name under Basics, set Discount type to Percentage Off at 100 under Discount, restrict it to your test product under Eligible products, and click Create promo code.
Copy the patient's own entry point
On the product's row, click the link icon (Checkout links for {product}) and copy Product-first. A toast confirms "Product-first URL copied to clipboard". If the menu is greyed out, the product is not Active yet.
Open it as a stranger
Paste the link into a private browser window. You should see your own branding, your product, and your price. Use an email address you control and a real street address — pharmacies do not deliver to PO boxes, and a PO box makes the order stall silently.
Check out with the code
Apply your 100% code and complete the purchase. No money moves.
Complete every gate the patient meets
Fill in the intake forms, book the visit if one is required, and order or upload the lab if one is required. If a step you did not expect appears, that is targeting you set earlier — go back and fix it before launch.
Follow the order
Back in your admin account, open Orders and find the row. Watch it move from Pending Review to Approved once the provider decides, then to Purchase Complete. A prescription product should also appear on Prescriptions and reach Sent to pharmacy.
Check what the patient sees
Look at your patient's inbox. The order confirmation, form requests, and shipping updates all fire automatically, and this is the only way to read them the way a customer will.
Clean up
Deactivate the 100% code, and archive the test patient from Patients → row menu → Archive Patient so your numbers stay honest. The Total Patients tile counts test accounts.
Do the test after every change to a price, a form, a product requirement, or a checkout flow. All of those alter live checkout the moment you save.
Statuses you will see while testing
| Status | What it means | What to do |
|---|---|---|
| Pending Payment | The order exists and is unpaid. Patients see this as Ordered, not "Unpaid" — so a patient telling you their order says Ordered has not paid yet. | The patient pays. |
| Pending Forms | Paid, but required intake is outstanding. Patients see Forms Needed. | The patient finishes the forms. |
| Pending Labs | Held until an accepted lab result exists. Patients see Labs Needed. | The patient orders or uploads a lab. |
| Pending Review | Waiting for a provider to pick it up. | Nothing. If it never moves, contact your network. |
| Under Review | A provider has it open. | Nothing. |
| Approved | The provider approved it. | Nothing. |
| Deferred | The provider wants something more before deciding. | Read the note and act on it. |
| Denied | The provider declined. Any assessment charge is not refunded. | Message the patient. |
| Purchase Complete | The order is finished. Patients see this as Paid. | Nothing. |
| Pending (Processing) | Not a patient problem: your own GEN Health processing fee failed, so the order is held. | Update your account payment method. |
| Awaiting Lab Review | You switched on Review lab orders before sending and this one is waiting for you. | Review lab → Release to lab. |
What can go wrong
| What you see | Why | Fix |
|---|---|---|
| The checkout link opens but there is no way to pay. | No payment processor. Billing reads Active: None, "Test mode — no real charges". | Connect a processor before you test. |
| Your test order sits at Pending Review forever. | Either the provider network has not picked it up, or the product needs a visit or lab the patient has not done. | Open the order and read what it is waiting on. Then message your network. |
| The order was approved and nothing shipped. | No pharmacy card, or no medication pairing. | Check the Dashboard for a Payment needed alert, then the product's Paired formulary cell. |
| The patient never received an email. | Your notification settings, or the switch Disable patient emails on Settings → Notifications — the one that silences every patient email at once. | Check that switch first, then the rest of the notification settings. |
| The test order stalls with no message at all. | A PO box address, or an unpaired prescription product. Both fail quietly. | Use a street address, and clear every Needs pairing before launch. |
| Your patient count looks wrong after testing. | Total Patients counts test accounts — its own caption says so. | Archive your test patients when you are done. |
| You ticked every checklist box and still cannot sell. | The checklist is a reminder written by hand; it is not wired to any of the real gates. | Work the four blockers above instead. |
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