--- title: "PatientNow Integration Troubleshooting Guide" description: "Use this guide to diagnose and fix the most common PatientNow integration issues." url: https://help.aesthetixcrm.com/en/articles/1350-patientnow-integration-troubleshooting-guide collection: "PatientNow" updated: 2026-08-11 language: en --- # PatientNow Integration Troubleshooting Guide Use this guide to diagnose and fix the most common PatientNow integration issues. * * * ### Before you start — check the Notes tab Open the contact record in Aesthetix CRM and click **Notes**. Every time the integration receives an event from PatientNow, it automatically adds a note with the appointment status, service, date, and location. - **Note exists** → the integration received the event. Jump to the relevant section below. - **No note exists** → the integration did not receive the event. Start with the steps below. This single check tells you where the problem is. * * * ### **"A patient was booked in PatientNow but they're still in the Lead stage"** #### No note on the contact record. **The appointment type may be new or unrecognized.** Every appointment type in PatientNow must be registered in your Aesthetix CRM settings. If an appointment type was recently added or renamed in PatientNow, the integration will not know how to process it. 1. Find the exact name of the appointment type as it appears in PatientNow 2. Contact Aesthetix CRM support with that name 3. Once added to your settings, future appointments of that type will sync correctly **The contact may be missing a phone number or email address.** The integration requires at least one of these to match or create a contact record. If missing: 1. Add the phone number or email address to the patient record in PatientNow 2. Rebook or update the appointment to re-trigger the sync **Multiple contacts affected over the same time period.** This indicates a connection issue rather than a data problem. Contact Aesthetix CRM support immediately with the date the issue started and two or three example patient names. * * * #### Note exists but the pipeline didn't move **The appointment type is likely miscategorized or missing from the categorization document.** 1. Check the note — it shows the exact appointment type name from PatientNow 2. Cross-reference it against your Appointment Categorization Document 3. If it is wrong or missing, contact Aesthetix CRM support with the correct category **Appointment categories:**

Category	Use for
Non-Surgical Consult	First consultation for injectables, lasers, or skin treatments
Non-Surgical Appointment	The actual treatment visit
Surgical Consult	First consultation for surgical procedures
Surgical Appointment	The actual surgical procedure
Pre-Op Appointment	Pre-surgery visits — does not trigger a pipeline move
Post-Op Appointment	Post-surgery follow-ups — does not trigger a pipeline move
Block	Internal meetings, lunches, admin blocks — excluded from all automation

* * * ### **"A patient checked out but the opportunity value didn't update"** The opportunity value updates when an order is fully closed in PatientNow's sales register — not when the appointment is marked complete. 1. Confirm the order was fully closed at the register in PatientNow 2. Check the contact's Notes tab for an **Order Closed** note 3. If the note exists but the value didn't update, contact support with a screenshot 4. If no note exists, the order was not fully processed — confirm with your front desk * * * ### **"I added a contact in Aesthetix CRM but they're not showing up in PatientNow"** Patient creation from Aesthetix CRM to PatientNow is triggered by a tag. 1. Open the contact record in Aesthetix CRM 2. Add the tag `pnow-create` 3. Wait 15–30 seconds and check PatientNow **If the patient still does not appear, confirm all six required fields are populated:**

Required field	Location in Aesthetix CRM
First name	Contact Info
Last name	Contact Info
Email address	Contact Info
Phone number	Contact Info
Date of birth	Contact Info → Additional Info
Gender	Contact Info → Additional Info

- **PatientNow will reject the patient creation if any of these are missing. Add the missing information and re-apply the tag.** * * * ### **"A membership was sold but nothing happened in Aesthetix CRM"** 1. Check the contact's Notes tab for an **Order Closed** note with the membership details 2. If no note exists, confirm the membership was sold and fully closed through PatientNow's register — not just added to the patient profile 3. If the note exists but workflows did not trigger, contact support with a screenshot * * * ### When to contact support

Situation	Action
New or unrecognized appointment type	Contact support with the appointment type name
Missing phone, email, DOB, or gender	Update the contact record, then retry
Wrong tag applied	Apply the correct tag and retry
Pipeline moved to wrong stage	Contact support to update the categorization
Multiple patients affected simultaneously	Contact support immediately
Note exists but action didn't fire	Contact support with the contact name and note screenshot

* * * ### What each note type means

Note	What it means
Appointment Booked	Booking event received — contact should have moved to Booked stage
Appointment Status Update	Status changed in PatientNow — confirmed, no show, or cancelled
Order Closed	Checkout or membership sale processed — opportunity value should have updated
Patient Created	New patient synced from PatientNow to Aesthetix CRM

* * * ### Related articles - [Overview of PatientNow Essentials Integration with Aesthetix CRM](https://help.aesthetixcrm.com/en/articles/1092-overview-of-patientnow-essentials-integration-with-aesthetix-crm.md) - [Overview of PatientNow Pro Integration with Aesthetix CRM](https://help.aesthetixcrm.com/en/articles/1131-overview-of-patientnow-pro-integration-with-aesthetix-crm.md) - [How to Create a Patient in PatientNow Essentials From Aesthetix CRM](https://help.aesthetixcrm.com/en/articles/1132-how-to-create-a-patient-in-patientnow-essentials-from-aesthetix-crm.md) - [How to Create a Patient in PatientNow Pro From Aesthetix CRM](https://help.aesthetixcrm.com/en/articles/1137-how-to-create-a-patient-in-patientnow-pro-from-aesthetix-crm.md) - [Appointment Category: How It Works and Why It Matters To Your EMR Integration](https://help.aesthetixcrm.com/en/articles/1238-appointment-category-how-it-works-and-why-it-matters-to-your-emr-integration.md) - [Understanding Next Visit & Last Visit Fields in EMR Integrations](https://help.aesthetixcrm.com/en/articles/1245-understanding-next-visit-and-last-visit-fields-in-emr-integrations.md)