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A safe, repeatable way to isolate account, integration, mapping, payment, and synchronization problems.
Start with four questions
- 01
Who is affected?
Determine whether the problem affects one record, one product, one integration, one user, or the whole account.
- 02
When did it begin?
Record the time and note any credential, product, mapping, integration, or deployment change made beforehand.
- 03
Where did the journey stop?
Identify the last confirmed event in the source, ScalerMD, payment, clinical, or fulfillment flow.
- 04
Can it be reproduced safely?
Use approved test data. Do not create repeated live charges or duplicate clinical activity while diagnosing.
Common checks by problem type
- Sign-in problem: confirm the correct email, email confirmation state, account role, and password-reset flow.
- Missing navigation: confirm onboarding approval and the required active integration.
- Integration problem: confirm environment, credential status, permissions, and external service availability.
- Unmapped product: sync the current catalog and compare the source product or variant identifier.
- Order mismatch: compare timestamps and identifiers across the source, ScalerMD, and responsible destination.
- Payment mismatch: compare the ScalerMD event with the authoritative processor record without sharing card data.
- Delayed update: confirm the last event time and avoid manually forcing a state that did not occur.
Prepare a useful escalation
- Account or brand name and your role.
- Affected feature and integration name.
- The action attempted and expected result.
- The actual visible result or exact error message.
- Approximate time and timezone.
- A non-sensitive record identifier sent through the approved secure channel.
- Whether the issue is ongoing, intermittent, or already resolved.
Need more help?
Review the safe support options before sharing account context. Keep patient information and credentials out of ordinary email.