There are few things you may run into when using Dr.Bill on the web that can cause trouble. In this article, we outline the most commonly reported issues and how to resolve them.
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Most issues can be avoided by ensuring you are using the most up to date version of Google Chrome on your Desktop or Laptop computer. Dr.Bill is not currently optimized on iPad, or with browsers such as Firefox, Edge or Safari.

Forgot your password? It's an easy fix! Simply select the "Forgot Your Password" option when signing in at app.dr-bill.ca:
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Enter your email address:
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You will then receive a password reset link to your email address. Follow the link and reset your password.

Please note, occasionally these links get sent to Spam/Junk. If you are unable to find it, please be sure to manually search your inbox before reaching out to our team.
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Have you tried entering your password too many times and locked your account?

An email is automatically generated when this issue occurs for you to unlock your account to proceed. Please navigate to your email and follow the link:
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Please enter the correct email and password to log in again. If you've forgotten your password, please select "Forgot Your Password" to choose something new:
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Didn't receive the email? Please check your Junk/Spam folders first, and then request a new one at "Didn't Receive Unlock Instructions?" if needed:
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This issue isn't common, but it can happen. If you see this when trying to perform a function within the web application, please start by clearing your cache:
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To clear the cache in Chrome, go to Settings > Privacy and security > Clear browsing data. Select "All time" and check "Cached images and files" and "Cookies and other site data". Click "Clear data" and then close and reopen Chrome.

If the issue persists after clearing your cache, please contact our team.
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This issue isn't common, but it can happen. If you see this when trying to perform a function within the web application, please start by clearing your cache:
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To clear the cache in Chrome, go to Settings > Privacy and security > Clear browsing data. Select "All time" and check "Cached images and files" and "Cookies and other site data". Click "Clear data" and then close and reopen Chrome.

If the issue persists after clearing your cache, please contact our team.
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Incorrect information can auto-populate or be carried through for various reasons. We typically see complaints of this in the DOB field when adding a patient or the referring practitioner field.
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To avoid issues like this, ensure you are using Google Chrome and not Safari or Edge, and regularly clear your cache.
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Something else bothering you? Please contact our team at hello@dr-bill.ca for help.
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Happy Billing!
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