Quick answer
If you use Cliniko or Nookal and Motics asks you to reconnect after the Motics OS migration, this is expected. Reconnect the integration with your API key, then retry the action.
This does not mean your Motics sessions, notes, account, or EHR data have been deleted. It means Motics needs a fresh connection to your EHR after the OS migration.
If you are in a busy clinic
Do not let the integration reconnection block your clinic list. If you need to keep moving, use Copy with preserved line breaks in Motics and paste the note manually into Cliniko or Nookal for the rest of the session or day. You can reconnect the integration when you have admin access or more time.
If you are worried about losing work, copy the generated note into the EHR first, then come back to the integration setup.
Common symptoms
Motics says the Cliniko or Nookal integration is disconnected.
Motics says authentication failed, missing API key, credentials not found, or integration disabled.
You cannot push notes to Cliniko or Nookal.
You search for a patient and Motics says no patients are recognised, even though the patient exists in Cliniko or Nookal.
If no patients are recognised at all after the OS migration, check the integration/API key first. Do not assume the patient needs to be created again.
Reconnect Cliniko
Open Motics.
Go to Settings > Integrations.
Open Cliniko.
Paste or verify the full Cliniko API key exactly as shown in Cliniko, including any suffix if present.
Save or verify the connection.
Return to the session and retry patient search or note push.
Where to find your Cliniko API key
Log in to Cliniko.
Click your name in the bottom-left corner.
Open My information.
Scroll to API Keys.
If API keys are not enabled, click Yes to enable them.
Click Add an API key.
Name the key, for example Motics.
Click Create API key.
Copy the key immediately and paste it into Motics under Settings > Integrations > Cliniko.
Cliniko only shows the key when it is created. If you no longer have the key, create a new one and save it in Motics.
If you cannot see API Keys in Cliniko, your Cliniko role probably cannot create keys. Ask a Cliniko admin or practice owner to create the key or grant access.
Reconnect Nookal
Open Motics.
Go to Settings > Integrations.
Open Nookal.
Paste or verify the Nookal API v3 Basic Key or Space API Key.
Select the correct region: AU/NZ, EU, or US.
Save or verify the connection.
Return to the session and retry patient search or note push.
Where to find your Nookal API key
Log in to Nookal.
Go to Setup.
Open Integrations.
Open API Keys.
Select + Add API Key.
Name the key, for example Motics.
Select the correct clinic location.
Enable access for Clinical Notes.
Set the key status to Enabled.
Save, then copy the key and paste it into Motics under Settings > Integrations > Nookal.
Also make sure the Nookal region in Motics matches your Nookal site: AU/NZ, EU, or US.
When to escalate to Motics support
Escalate to Motics support if:
You re-entered and saved the API key but the integration still fails.
You cannot see the Cliniko or Nookal integration in Motics.
You cannot access or create the API key and your clinic admin cannot help.
No patients are recognised after reconnecting.
You see a repeated authentication, permissions, region, or server error.
When contacting support, include your organisation name, whether you use Cliniko or Nookal, the exact error message or screenshot, whether you have already re-entered the API key, whether no patients are recognised or only one patient is missing, and the Nookal region if applicable.
If you are in clinic and need the quickest workaround, tell support you are using copy/paste for the day and need help reconnecting the integration afterwards.