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Connection and Login Issues

If you are having trouble logging in, loading the dashboard, or connecting to external services, this guide covers the most common issues.

OTP Code Not Arriving​

If you are trying to sign in with email OTP and the code does not arrive:

  1. Check your spam/junk folder. OTP emails sometimes get filtered.
  2. Wait 60 seconds before requesting a new code. Sending too quickly can trigger rate limiting.
  3. Verify your email address. Make sure you are entering the exact email associated with your OzyOps account (check for typos).
  4. Try a different browser or device. Some browser extensions can interfere with the login flow.
  5. Check if your email provider is blocking OzyOps. Add noreply@ozyops.com to your contacts or safe senders list.

If you still cannot receive the OTP after multiple attempts, try signing in with Google or Microsoft OAuth instead (if linked), or contact support@ozyops.com.

OAuth Login Failing​

If clicking "Sign in with Google" or "Sign in with Microsoft" is not working:

  1. Try email OTP instead. Click "Sign in with Email OTP" to bypass OAuth entirely.
  2. Check which account you are selecting. If you have multiple Google or Microsoft accounts, make sure you are choosing the one linked to OzyOps.
  3. Clear your browser cache and cookies, or try an incognito/private window. Stale browser data is the most common cause of OAuth failures.
  4. Check if your company restricts OAuth. Some organizations restrict which applications can use their Google or Microsoft accounts. Talk to your IT administrator.
  5. Check service status. Google and Microsoft OAuth services occasionally have outages. Wait a few minutes and try again.

If OAuth continues to fail, sign in with email OTP and go to Settings > Profile > Sign-in Methods to check your linked providers.

Dashboard Not Loading​

If the dashboard is blank, shows a spinner indefinitely, or displays an error:

  1. Clear your browser cache. This resolves most loading issues.
    • Chrome: Settings > Privacy and Security > Clear browsing data
    • Firefox: Settings > Privacy & Security > Clear Data
    • Safari: History > Clear History
  2. Try an incognito/private window. This rules out browser extension conflicts.
  3. Try a different browser. OzyOps works best in Chrome, Firefox, Safari, and Edge.
  4. Check your internet connection. Try loading another website to verify connectivity.
  5. Disable browser extensions temporarily. Ad blockers and privacy extensions can sometimes interfere with the dashboard.

If the issue persists across browsers, there may be a platform-wide issue. Check for announcements from OzyOps or contact support@ozyops.com.

EMR Connection Lost​

If your EMR integration was working but has stopped:

  1. Go to Settings > EMR Integration.
  2. Check the connection status. If it shows "Disconnected" or "Error":
    • For OAuth-based EMRs (athenahealth, DrChrono): Click Reconnect. OAuth tokens expire periodically and need to be refreshed.
    • For API key EMRs (Open Dental): Verify your API key has not been regenerated or revoked in your EMR.
  3. Click Test Connection to verify.
  4. If the connection still fails, check with your EMR vendor or IT team for any changes on their end (API updates, firewall changes, server maintenance).
While your EMR is disconnected

Your AI receptionist continues to answer calls and capture information. It simply cannot check availability or book appointments. Callers are told "our scheduling team will call you back." Booking requests go to the manual Booking Queue (Settings > EMR/FHIR > Booking Queue).

Billing Portal Not Opening​

If clicking "Manage Subscription" or "Change Plan" does not open the Stripe billing portal:

  1. Check your popup blocker. The billing portal opens in a new tab or popup window. Allow popups from portal.ozyops.com.
  2. Try right-clicking the button and selecting "Open in new tab."
  3. Disable browser extensions temporarily -- some ad blockers block Stripe.
  4. Try a different browser or incognito window.

If the Stripe portal opens but shows an error, your Stripe session may have expired. Go back to your OzyOps Billing page and click the button again.

Slow Dashboard Performance​

If the dashboard is loading slowly:

  1. Check your internet connection speed.
  2. Close unnecessary browser tabs. Having many tabs open can slow performance.
  3. Clear your browser cache.
  4. Use a date range filter. Viewing a smaller date range (last 7 days vs. all time) loads faster.

Common Questions​

Can I access OzyOps from a mobile phone? Yes. The dashboard is fully responsive and works in mobile browsers (Chrome, Safari). There is no separate mobile app -- use your phone's browser.

Which browsers are supported? Chrome, Firefox, Safari, and Edge (latest versions). Internet Explorer is not supported.

Is there a desktop app? No. OzyOps is a web application accessed through your browser at portal.ozyops.com.

What if the entire OzyOps platform is down? If you cannot reach the login page at all, check your internet connection first. If other websites work fine, there may be a platform outage. Contact support@ozyops.com for status updates. Your AI receptionist operates independently and continues answering calls even if the dashboard is temporarily unavailable.