FAQ & Troubleshooting

Common questions and what to try first. If your issue isn't here, email support@cloud-anesthesia.com.

Sign-in

"Invalid email or password" — I'm sure my credentials are right

Most often, this is because:

1. You're at the wrong URL. Each practice has its own subdomain. If you sign in at the generic app.cloud-anesthesia.com instead of your practice's specific subdomain (in your welcome email), you'll get the invalid-credentials error. The error is intentionally generic — Cloud Anesthesia doesn't reveal whether the email exists in a different group.
2. Capslock or a typo. Email is case-insensitive but the password is exact. Try typing the password into a visible text field first to confirm what you've typed.
3. Your account was deactivated. If you recently left the group, your admin may have deactivated the account. Contact your admin.

I forgot my password

Click Forgot password? below the sign-in form. Enter your email, then check your inbox for a reset link from noreply@cloud-anesthesia.com. The link expires in 30 minutes and can be used once.

If you don't see the email within a few minutes, check spam.

The forgot-password link did nothing or said "expired"

Reset links are single-use and expire after 30 minutes. Click "Forgot password?" again to get a fresh one.

I'm asked to "Review and accept our terms" — what is this?

This is a one-time clickwrap acceptance of our Terms of Service and Privacy Policy. It appears at first sign-in (and again if we materially update the terms — with reasonable advance notice). It takes about 30 seconds. See Quick Start for details.

My MFA code is rejected even though I just got it

A few possibilities:

• The code expired. TOTP codes refresh every 30 seconds. If you waited a moment between copying and pasting, generate a new code and try again.
• Phone clock drift. Your phone's clock must be approximately correct. We tolerate ±30 seconds. Open your phone's time settings and confirm "Set automatically" is on.
• Wrong account. If you have multiple TOTP accounts in your authenticator app, double-check you're reading the code for "Cloud Anesthesia" specifically.

Still stuck? Try a recovery code (any one you haven't used yet). If you've exhausted your recovery codes, email support@cloud-anesthesia.com — a superadmin can reset your MFA enrollment.

The app

The page is blank after sign-in

Try a hard refresh:

• macOS: ⌘ + Shift + R
• Windows / Linux: Ctrl + F5

If it's still blank, try a different browser (Chrome, Firefox, Safari are all supported). If still blank, send a screenshot to support@cloud-anesthesia.com with the time and your email.

"Your session has expired" — but I just signed in

Sessions last 7 days. If you see this within minutes of signing in, it's almost always because:

• You signed in to a different group's subdomain than the one your account is in.
• You cleared cookies or your browser blocks them.

Sign in again at the correct subdomain. If you don't know your subdomain, ask your group's administrator or check your welcome email.

I'm a boardrunner but I don't see the "Publish" option

Confirm with your admin that your role is boardrunner or higher. Roles can be changed by an admin in the user management view.

The schedule shows providers I don't recognize

Two possibilities:

• Your group recently added new providers. Check the user management view (admin role required) to confirm the team list is current.
• You're at the wrong group's subdomain. Sign out and sign in at your group's URL.

Schedules

I published a schedule by mistake

Edit it and publish again. Each publish creates a new version; the older version stays in the audit log but isn't shown to users.

There is no "unpublish to draft" feature — once a schedule is published, it stays published until replaced by a newer version.

Notifications didn't go out

Notifications depend on individual users' notification preferences (set per-user in account settings). Users who chose "none" don't receive notifications regardless of what you publish.

Admins can ask users to update their notification preferences but can't change them on behalf of users.

A specific procedure shows a unit value I don't recognize

Most procedures use the default anesthesia base-unit lookup. If your practice has set a custom unit override (admin-managed), you'll see the override value instead. Admins can view and edit overrides via the unit overrides page.

If you think the default value is wrong (not just different from what your billing service uses), email support@cloud-anesthesia.com so we can review.

Account & security

I want to change my email address

Contact your group's admin. The admin can update the email associated with your account.

I want to delete my account

Contact your group's admin. Cloud Anesthesia is a B2B service — your account is operated under your employer's instance of the platform, so the admin is the right path. We retain audit-log records for 6 years as standard practice; this isn't a function of account deletion.

Has anyone signed in to my account besides me?

Admins of your group can view sign-in records in the audit log. If you suspect unauthorized access, change your password immediately (and enable MFA if you haven't already), then email security@cloud-anesthesia.com so we can review for you.

How do I report a security vulnerability?

Email security@cloud-anesthesia.com. Please don't post it publicly. We aim to respond within hours, not days.

When to contact us

We aim to respond within one business day for general inquiries.

Related

• Quick Start — first login
• Boardrunner Guide — daily workflow
• Admin Guide — managing your group
• MFA Setup — multi-factor authentication