Your dashboard and setup checklist
Everything on the Dashboard: the two count tiles, the Alerts card, the red platform-fee banner, and the Set up your account checklist.
The Dashboard is the page you land on after sign-in: two count tiles, any alerts that need you, your setup checklist, and your team.
Questions people ask about this page
Why is my patient count different from the one in Reports?
They count different things and both are correct. The Dashboard tile Total Patients is a live count of every patient record, and its own sub-line says so: All patient records, incl. test accounts. The Total patients tile on /reports excludes test data. If your test patients outnumber your real ones during setup, the gap can look alarming. It is not a bug.
What is the "Set up your account" card?
A shared setup checklist for your whole tenant, with a progress bar and a done/total · % counter. Its description reads Shared with everyone on your team. Ticking a step ticks it for everyone. The steps are written for your account by GEN Health or your provider network, so your list will not match another client's. If your tenant has no steps written, the card does not render at all — that is why some accounts never see it.
Why do I see a red banner about a platform fee?
That is your own account bill, not a patient's. It reads Your latest platform fee failed to process. and gives a deadline before suspension. Click Update payment method to open the Set up payment method dialog and put a working card on file. This is different from the Payment needed alert, which is about a patient order.
What is the "Payment needed" alert?
A row inside the Alerts card. It means a pharmacy charge for one patient order failed at OnlyScripts. Click View details to see the patient, the Order, and the Pharmacy, then Fix payment.
I have no Alerts card at all. Is something broken?
No. The Alerts card only renders when there is at least one alert. An empty dashboard here is a healthy dashboard.
Where do I add a teammate? There is no Team page.
The Users card at the bottom of this page is the only place. Click Add. There is no /team or /users route — if a checklist step links you to one, it lands on Settings category not found. Full walkthrough: Your team and roles.
My dashboard looks nothing like this.
Two reasons. Client Staff see a Getting Started tips card instead of the Users card, and their second tile is Team Members rather than Platform Users. Review-Only accounts get a completely different dashboard built around Good Faith Exam clearances.
Where to find it
Left menu → Dashboard. Direct link: /dashboard. Visible to: Client Admin, Client Staff.
What is on this page
| What you see | What it does |
|---|---|
| Heading, e.g. Good morning, Maya | Time-of-day greeting plus your first name. It changes through the day; nothing is wrong. |
| Subtitle Welcome to your client admin dashboard. Manage your client and oversee operations. | Client Admin wording. Client Staff read Welcome back. Review patients, manage intake activity, and keep your client operations on track. |
| Red banner Your latest platform fee failed to process. | Client Admin only. Your account card was declined. Button Update payment method. |
| Tile Total Patients | Every patient record on your account. Sub-line All patient records, incl. test accounts. |
| Tile Platform Users | Your team headcount. Sub-line Admin & Staff. Client Staff see Team Members / Client staff and admins. |
| Card Alerts | Things waiting on you. Only renders when there is at least one. |
| Card Set up your account | Your shared setup checklist. Description Shared with everyone on your team. |
| Card Users | Client Admin only. Your team list and the Add button. |
| Card Getting Started | Client Staff only. Four static tips; it replaces the Users card. |
How to work the setup checklist
Find the card
On /dashboard, look for Set up your account. The bar across its header is your progress; the number beside it reads like 3/9 · 33%.
Open a step to read it
Click the step's title. A dialog opens with the step name as its heading, a badge reading Done or Not done, and a What to do section written by whoever set your account up.
Work through sub-steps, if the step has them
A step with sub-steps shows Steps inside the dialog and a line like 2 of 5 steps on the row. Each sub-step has its own tick box and an assignee picker that starts at Unassigned. Use Show completed (n) / Hide completed to fold finished ones away.
Fill in any details it asks for
Some steps carry a Details section with fields your setup contact wants back from you. Empty ones show Not set.
Open anything attached
Files and links appear under Resources.
Mark it done
Click Mark as done in the dialog footer, or click the circle at the left of the row. To undo, open it again and click Mark as not done.
Clear the card when you finish
At 100% the card shows You are all set and Every setup step is complete. Dismissing this removes it for everyone on your team. Click Dismiss only when the whole team is done with it.
Checklist steps are free text written for your tenant, so a step can link anywhere — including to routes that no longer exist. A step that links to /settings/team lands on Settings category not found. Invite teammates from the Users card on this page instead.
How to clear an alert
Read the badge first
Each row in Alerts carries a badge. Message means your provider network wrote to you. Payment needed means a pharmacy charge failed on one order.
For a Message row
The row title reads Message from {name}, or Provider network message when the sender is not resolved. Click Open conversation to jump straight into that thread in Messages.
For a Payment needed row
The row title is the patient's name and the description reads Payment information needs updating for {pharmacy}. Click View details.
Read the dialog
The dialog is titled Payment needed, described as Update the OnlyScripts payment details so this order can continue., and lists the patient, Order, and Pharmacy.
Choose one of three actions
Fix payment opens the OnlyScripts payment setup page in a new tab. Open order takes you to the order. Dismiss removes the alert without fixing anything.
How to fix the red platform-fee banner
Click Update payment method
The button sits inside the red banner at the top of /dashboard.
Fill in the card
The dialog is titled Set up payment method and described as Add the account card for lab fees. Enter the card number, expiry, and CVC.
Save
Click Save payment method. If your account has no primary billing admin yet, the dialog asks you to pick one first and the button reads Continue.
Confirm it stuck
The banner clears on its own once the next charge succeeds or the flag is released. You can also check /settings/overview → Payment method; it should no longer read None on file.
This banner has a deadline in it, worded as to prevent account suspension. Treat it as urgent — it is your GEN Health bill, not a patient's.
Statuses you will see here
| Status | What it means | What to do |
|---|---|---|
| Message (blue badge, Alerts row) | Your provider network sent a message that needs a response. | Open conversation. |
| Payment needed (amber badge, Alerts row) | The pharmacy charge for one order failed at OnlyScripts. | View details → Fix payment. |
| Done (green, checklist item dialog) | Somebody on your team ticked this step. The dialog footer names them: Marked done by {name}. | Nothing. |
| Not done (grey, checklist item dialog) | Still open. | Mark as done when it is finished. |
| Active (Users table) | The account works and the person can sign in. | Nothing. |
| Pending (Users table) | Invited, has not finished account setup. | Row actions → Send magic link. |
| Inactive (Users table filter; the row itself reads Deactive) | Access has been switched off. | Row actions → Activate. |
What can go wrong
| What you see | Why | Fix |
|---|---|---|
| No Set up your account card | Your tenant has no checklist steps written, or someone already clicked Dismiss. | Dismissal is permanent for the whole team. Use Go live as your list instead. |
| A teammate un-ticked a step you ticked | The checklist is shared, not personal. | Agree who owns which step; the item dialog shows who marked it done. |
| Total Patients shows people you never signed up | Test accounts and API-created records count here. | Use /patients to see who they are, or /reports for the test-free number. |
| The red banner comes back after you pay | The flag clears on the next successful charge, not the moment you save a card. | Check /settings/overview → Payments table for a row that is no longer Failed. |
| You dismissed a Payment needed alert by mistake | Dismiss removes the notification, not the problem. | Find the order on /orders and fix the pharmacy payment from there. |
| No Users card | You are signed in as Client Staff. | Only a Client Admin can add or edit users. |
| Half the left menu is missing | Your account model is Review Only. | See Platform overview. |
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