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Troubleshooting

What to do and who to contact.

8 articles
I can't log into my Partner PortalLogin troubleshooting steps.
A client signed up but I don't see them in my portalWhy you might not be able to find a client's information.
A client was declined for a prescription. Now what?What happens when a clinician decides not to prescribe, and how you can support your client through it.
A client's order is delayed, stuck, or missingWhere orders get stuck, the typical timeline, how to check status, and how to get help
How do I contact support?When and how to reach the partner support team, and what to include for a fast response.
Do you provide technical support?What technical support Altro covers, what falls outside it, and how to reach us.
What can cause order delays, and how are they handled?The most common causes of delays, how Altro handles them, and your role as a partner.
What should a client do if they have a problem with a prescription, medication, pharmacy, lab, or clinician?How issues with an order, medication, lab, or clinical care are handled, and where to route them.