# Troubleshooting

What Veterian's most common warnings mean and what to do about each one.

When Veterian stops an action, it shows a short message that names the cause. This page lists the messages clinics see most often and what to do about each one.

## "You Are Not Allowed to View This Page"

| What it says | What it means | What to do |
|---|---|---|
| *You don’t have permission to view this section.* | Your role does not include this area | Ask your clinic administrator. See [Who can see what](/getting-started/who-can-see-what) |
| A message naming a **subscription plan** | This area is not part of your clinic's plan | Only a clinic administrator can change the plan |
| A message naming an **integration** | The feature needs a connection that is not set up | See [Integrations](/integrations) |

## A Visit Will Not Start

- *There is already an ongoing visit for this.* A patient can have only one open visit. Complete the open visit first. Veterian offers to take you to it.
- *A visit record already exists for this appointment.* Open the existing visit from the appointment instead.

See [Record a visit](/visits/record-a-visit).

## A Visit Will Not Delete

The **Delete Visit** drawer tells you why a visit cannot be deleted:

- *A completed visit cannot be deleted. Change the visit status first.*
- *This visit has a treatment record. The visit cannot be deleted; delete the treatment record from its own section first.*
- *This visit's invoice has been issued or its e-document has been sent. The visit cannot be deleted because the financial record is locked.*
- *This visit has a published prescription. A published prescription is a legal document; the visit cannot be deleted.*

When the visit can be deleted, the drawer lists everything that will be deleted with it before you confirm.

## A Box Will Not Delete

*Cannot delete box with active hospitalization.* Discharge the patient first. See [Hospitalization](/visits/hospitalization).

## An Invoice Will Not Change

*This invoice cannot be updated.* or *This invoice cannot be deleted.* means the invoice has been issued. An issued invoice is locked. A clinic administrator can revert it to a draft, unless an e-document has been issued for it. See [Create an invoice](/billing/create-an-invoice).

## A Client Did Not Get a Message

Check these in order:

1. *No phone number found for this customer.* or *No email address found for this customer.* Add the missing phone number or email on the client's record.
2. The client may have switched that channel off on their record. See [Notification settings](/settings/notifications).
3. *There is an issue with notification delivery.* on the dashboard means some messages failed today. Contact those clients another way.
4. *WhatsApp is not enabled for your clinic. Enable it from the integrations settings to send messages.* See [WhatsApp](/integrations/whatsapp).
5. *The 24-hour messaging window for this conversation has expired. You can message this customer again after they reply.* Until then, use another channel. See [WhatsApp inbox](/communication/whatsapp-inbox).

## A Phone Number Will Not Save

- *Please enter the phone number without the leading 0.* The country code is already on the field.
- *Phone number must be between 6 and 15 digits.* The field keeps only digits, so a pasted number can end up shorter or longer than it looked.

## A Pet Will Not Save

*The selected breed does not belong to this species.* This happens when you change the species of an existing pet. Choose the breed again after changing the species. See [Add a pet](/patients/add-a-pet).

## A Prescription Cannot Be Edited

*This prescription has already been published.* A published prescription cannot be changed. See [Write a prescription](/visits/write-a-prescription).

## A Record Is "Not Found"

*Record not found. It may have been moved, deleted, or perhaps you entered the wrong link.*

## When the Answer Is Not Here

[Contact support](/getting-started/support). Copy the message exactly, say what you were doing, and name the record.

## Related

- [Who can see what](/getting-started/who-can-see-what)
- [Notification settings](/settings/notifications)
- [Getting support](/getting-started/support)