Troubleshooting Errors
Q: I keep getting an error message. What does it mean?
A: Please share the exact error message with us, and we’ll help you troubleshoot the issue promptly. you can contact us through your "Patient Portal" via the "Live Chat" function.
Reporting Technical Problems
Q: Where can I report technical problems with the app?
A: You can report technical issues directly through the ‘Live Chat’ section in the Patient Portal
Q: My session keeps timing out while I’m logged in. What can I do?
A: This may happen due to inactivity or a security setting. Try:
Refreshing the page or logging back in.
Ensuring cookies are enabled in your browser.
Using a different device or browser.
If the issue persists, reach out to hello@rumen.com.au
Q: I get a “Page Not Found” error when accessing certain features. How do I fix this?
A: If you're seeing a 404 error:
Ensure you're logged into the correct account.
Try refreshing the page or clearing your cache and cookies.
Check if the URL is correct or if the feature has been moved.
If the error continues, email hello@rumen.com.au for support.
Q: My mobile app isn’t syncing with the portal. What should I do?
A: If your app isn’t syncing with your portal data:
Log out and log back in.
Ensure you have a stable internet connection.
Check for app updates in your app store.
If syncing issues persist, contact hello@rumen.com.au
Q: I keep getting a “Too Many Login Attempts” error. How do I access my account?
A: If you’ve attempted to log in multiple times:
Wait 15 minutes before trying again.
Reset your password if needed.
If your account remains locked, email hello@rumen.com.au for assistance.
Q: Why am I getting duplicate email notifications for the same update?
A: This may happen if you have multiple accounts or duplicate email preferences enabled. Try:
Checking if you have more than one account.
Updating your email preferences in the portal.
If you still receive duplicate emails, contact hello@rumen.com.au
Q: The video chat feature isn’t launching. How do I fix this?
A: If you can’t start a video session:
Ensure your browser has camera and microphone permissions enabled.
Close other apps that may be using your camera (Zoom, Teams, etc.).
Try using a different browser or device.
If the issue continues, contact hello@rumen.com.au
Q: Why am I seeing “Session Expired” when filling out a form?
A: If your form session expires before submission:
Fill out the form quickly to prevent timeouts.
If possible, save your progress regularly.
Try using a different browser or ensuring you have a stable internet connection.
Q: My chat support messages aren’t going through. How do I resolve this?
A: If your messages aren’t sending in live chat:
Check your internet connection.
Ensure cookies and pop-ups are enabled in your browser settings.
If you still experience issues, email hello@rumen.com.au
Q: My verification email isn’t arriving. What should I do?
A: If you're not receiving a verification email:
Check your spam/junk folder.
Add hello@rumen.com.au to your safe senders list.
Wait a few minutes, then request a new verification email.
If the problem continues, reach out to hello@rumen.com.au for help