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Questions, a free trial, or something not working? Write to us, call us, or find the answer below.
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Already using ClinicQ? Log in and open Help & support in the menu to raise a request with your clinic details attached. Doctor/Staff login
How to use
- 1Log in at /login with your clinic code, username and password. On the first login you set your own password.
- 2Open My Queue and tap Start shift when you begin. Nobody can be called until your shift is live. (If your clinic uses automatic hours, your shift starts by itself.)
- 3Tap Call next (or press Enter) to call the next patient. Use Call now on any row to jump a patient ahead.
- 4Open the patient to type one free-text note. You can attach photos of prescriptions or reports.
- 5Need a break? Choose Take a break: now, after this patient, or after the next one. Tap End break when you are back.
- 6Running late? Tap Delay shift 30 mins. Patients see the new time on their phones.
- 7Set your hours in My Hours, and print your QR from QR Standee.
Frequently asked questions
Getting started
What is this product?
It is a digital token queue for clinics. Patients scan a QR code, get a token on their phone and follow their turn live. Reception and the doctor run the queue from one screen.
Do patients need to install an app?
No. The QR opens a page in the phone browser. Only a name and mobile number are needed; everything else is optional.
How do I get my QR poster?
Doctors open QR Standee in the menu and download it as a PDF or PNG. Clinic admins find QR Standees under Manage. You can print an A5 standee, a table tent card, or a black-and-white copy.
How do I start the free trial?
Use the Start free trial form on the home page, or the Contact form below. We set up your clinic, your doctors and your logins, and send you the login details.
I forgot my password. What do I do?
Ask your clinic admin (or us) to reset it. They will share a new setup link with you, and the old password stops working straight away.
Queue and calling
Why can I not call a patient?
Calling only works while the doctor's shift is live. The doctor taps Start shift (or the clinic uses automatic hours). If the shift is on a break, end the break first.
What is the difference between Call next and Call now?
Call next calls the next patient in order. Call now on a row calls that patient straight away, even if others are ahead.
Who can call the next patient?
Your clinic chooses in Queue Rules: the doctor, reception, or both.
A patient has not arrived yet. What happens to their token?
It stays as Not arrived and is skipped when you call next. It is not marked a no-show. When the patient arrives and is verified, they are placed in the queue by the clinic's late-arrival rule (by default, after the next 5 waiting patients).
Can a patient join before the doctor starts?
Yes. They get an early token number, and the page shows the doctor has not started yet.
What happens to tokens at the end of the day?
A token is valid only on its day. Anything left over expires at the end of the day, so tomorrow starts clean.
How do I remove a patient or send them to another doctor?
Reception or the doctor can remove a patient who has not been called yet. Reception can also move a waiting patient to another doctor; they go to the end of that doctor's queue.
Payments
How do patients pay?
On their own phone they choose Pay online (UPI) or Pay at the counter. Reception can also mark a visit paid by cash or UPI at the counter.
Can I undo a payment I marked by mistake?
Yes, but you must give a reason. Every payment action is recorded with who did it and when.
What if a patient pays twice?
The duplicate is flagged in the payment log so it can be refunded. Refunds are done manually from the payment gateway dashboard.
The online payment QR expired.
The patient can start online payment again, or simply pay at the counter. A payment problem never stops a patient from being seen.
Does online money reach the doctor directly?
Yes. Each doctor uses their own Razorpay account (one-time KYC with Razorpay; we help you set it up). In Online payment setup in the menu, the doctor pastes the API keys from that account. Patients then pay straight into the doctor's own account and ClinicQ shows the payment as paid automatically. Until a doctor is connected, their patients pay at the counter.
Is GST charged on the consultation fee?
No. Health care services by a doctor or clinical establishment are exempt (Notification No. 12/2017–Central Tax (Rate), Sl. No. 74). Razorpay and ClinicQ do not collect GST on the fee. A doctor who supplies only exempt services does not need GST registration (Section 23(1)(a), CGST Act). This is general information, not tax advice — please confirm with your accountant.
Where do I see the day's money?
Doctors: Payments in the menu. Reception: Payments. Clinic admins: Money under Manage, with a CSV download.
Notifications and WhatsApp
How are patients told it is their turn?
The token page updates live. Patients can also tap Alert me when it's my turn for a free push notification. WhatsApp messages are optional.
Does WhatsApp cost anything?
WhatsApp messages are charged per message from your prepaid wallet. You can top it up under Billing & Add-ons. Push notifications are free.
Patients say they did not get a WhatsApp message.
Check that the wallet has a balance, that the patient ticked the WhatsApp option, and that the mobile number is correct.
Billing and account
How does the free trial work?
Your clinic starts on a free trial. Before it ends, set up autopay on the Billing page to continue without a gap.
What happens if a payment is missed?
You get a grace period with full access. If it ends unpaid, the clinic becomes read-only: you can view everything but cannot make changes until it is paid. You can still contact support from this page.
How do I add another doctor?
A clinic admin opens Doctors & Staff and adds the doctor, their hours and a login. Each extra doctor is added to the monthly bill.
How do I ask for a new module or setting?
Open Billing & Add-ons and tap Request this module, or raise a request from the Support page.
Something is not working
The QR says "not set up yet" or "inactive".
That standee is not linked to a doctor or clinic yet, or it was switched off. Ask your clinic admin to link it, or contact us.
A patient's token page says it has expired.
Tokens only last for their day. Add the patient as a walk-in for a new token.
The camera will not scan.
Allow camera access for the site in your browser settings. Meanwhile, type the token number, phone or name instead.
The page looks stuck or out of date.
Reload the page. The live queue reconnects by itself, and if it keeps happening please send us a request with what you saw.