Patientcentre is not working correctly or not at all

If Patientcentre is closing unexpectedly, freezing, showing a blank screen or not loading content, please work through the steps below before contacting support. Most issues are caused by device settings, outdated software or connectivity.

(1) Check your device software version

The app supports recent versions of iOS and Android. If your device is running an older version, the app may not work correctly.

On iPhone:

1. Open Settings
2. Select General
3. Select About
4. Check your iOS Version
   
   

If an update is available, go to Settings > General > Software Update and install the latest version.

On Android:

1. Open Settings
2. Select About phone or About device
3. Check your Android version

If an update is available, go to Settings > System > Software updates and install the latest version.

(2) Check the Patientcentre app is up to date

Outdated app versions can stop working after updates are made to the patient platform which supports 

On iPhone:

1. Open the App Store
2. Search for Patientcentre
3. If you see Update, select it

On Android:

1. Open the Play Store
2. Search for Patientcentre
3. If you see Update, select it

(3) Check your internet connection

While the Patientcentre app does work offline, to download new messages and data the app requires an active internet connection. This can be either via WiFi or mobile data. If your mobile data signal is poor, try switching to WiFi. If you are on public WiFi, try using mobile data instead.

(4) Check available storage

Low storage space can cause apps to crash. Check that you have sufficient storage space on your phone.

On iPhone:

• Go to Settings > General > iPhone Storage

On Android:

• Go to Settings > Storage

If storage is very low, free up space on your phone (such as by deleting unused apps) and try again.

(5) Reinstall the app

Deleting and reinstalling the Patientcentre app can resolve corruption issues.

You will need to sign in again, but your hospital information will not be lost.

(6) Restart your device

Turn your phone off completely, wait 30 seconds, then turn it back on and open the app again.

(7) Contact support

Do not contact Patientcentre technical support about any questions about your healthcare, including your clinical care, as we will not be able to help. Please contact the hospital instead.

If the problem continues, please email support@patientcentre.com and include the following information so we can investigate:

• Your device model
• Your iOS or Android software version
• The Patientcentre app version
• A brief description of what happens when the problem occurs
• A screenshot if possible

If you are not sure where to find your device model, iOS or Android software version, or the Patientcentre app version, instructions on where to find this information can be found below.

On iPhone:

• Settings > General > About > iOS Version
  
• Settings > General > About > Model Name
• Settings > Apps > Patientcentre

On Android:

• Settings > About phone or About device > Android version
• Settings > About phone or About device > Model
  
• Settings > Apps > See all apps > Patientcentre > Version