Troubleshooting
Who this is for
Use this guide when a screen is unavailable, a result is missing or an external outcome is uncertain. A build badge, successful request or opened window is not proof of your intended result. Do not repeatedly recharge or resend while an outcome is unknown.
Start here
Find the symptom and check the existing state:
| Symptom | Supported next step | Evidence to look for |
|---|---|---|
| Sign-in or permission screen fails | Sign in through Abe's usual sign-in screen. Check the requested app and organisation before trying approval again. | Your intended account and the correct permission request; no other person's credentials. |
| Connection window is blocked | Check the browser's popup message. Use the direct PD finder where supported. Do not guess a bot or server address. | A visible opened window or copied link, distinct from a completed connection. |
| Paid or funded service remains unavailable | Check the current licence state and app permissions separately. Do not purchase again before existing funding is checked. | Verified payment/funding state plus the selected permission; source and channel acceptance remain separate. |
| No criteria or destination | Open Alerts, choose topics or keywords, timing and an offered verified destination. | Your saved choices list; no destination is selected automatically. |
| Not receiving alerts | Check active state, exclusions, timezone, quiet hours and destination. Compare Preview with My delivered updates. | A matching recorded delivery and intended destination; an empty preview or inbox alone proves neither collection nor delivery. |
| Changed employer or site | Decline requests for the old organisation and ask support to check current authority. There is no new personal/site selector to use yet. | Correct organisation authority; independently valid personal funding is separate. |
| No courses or stale dates | Broaden filters, use Clear all or Try again, and inspect Last checked and provider dates. | Relevant current evidence, not an assumption that no courses exist nationally. |
| Provider link unavailable | Use Share a provider link for review if you have a public provider page. Do not guess the destination. | A validated provider link before any course action; registration remains with the provider. |
| Source expired or wrong version | Check the official source and its jurisdiction, version and effective dates. Stop using a mismatched summary. | Current applicable material and permitted use; funding cannot repair source authority. |
| Confirmation revision changed | Open and review the current document or request before another confirmation. | The exact current version; existing governance sign-off does not prove the fuller confidence/revision safety rule. |
| Uncertain payment or send | Check existing payment, funding or delivery status with support first. | A reconciled result; do not blindly repeat a charge or send. |
| Disconnect is pending | Check the existing app state and the returned notice. | Confirmed disconnection; a pending remote state is not confirmation. |
What success looks like
You can identify the actual outcome: saved inactive choices, active preferences, a current permission, recorded delivery, confirmed payment or disconnection. They are separate states. For unaccepted MCP, Telegram or Notion journeys, no setup or delivery success is promised; use the supported direct service instead.
If it does not work
Contact the existing Abe support address or the PD page's Feedback link. Include the screen, approximate time, intended action and non-sensitive error text. Do not include patient details, keys, passwords or private alert interests. A sent support request is not proof of a response or resolution.
Stop or change your choices
Cancel an unexpected confirmation. Pause alerts before changing notification settings if needed, disconnect only the intended app, and manage paid funding separately through Manage and cancel. Keep unknown outcomes unresolved until checked; leaving a page does not cancel a subscription or confirm a remote action.