ModMed Integration Troubleshooting Guide

First step — check the Notes tab

Before anything else, open the contact in Aesthetix CRM and click Notes.

Every time ModMed sends an update — a new appointment, a status change, a charge — the integration automatically logs it as a note on that contact. This is the fastest way to know whether the integration is working.

• You see a note → Aesthetix CRM received the update. Keep reading to find out why something still looks wrong.

• No note at all → Aesthetix CRM never received the update. Start troubleshooting from there.

Important: updates aren't instant

The ModMed integration checks for new activity every 5 minutes. That means changes made in ModMed can take 5 to 10 minutes to appear in Aesthetix CRM.

Always wait at least 10 minutes before assuming something didn't sync.

"The contact didn't move in the pipeline after an appointment was booked"

There's no note on the contact

Wait 10 minutes first. If it hasn't been that long since the appointment was booked, just wait and check again.

The appointment type might not be set up yet. Every appointment type in ModMed needs to be mapped during setup so Aesthetix CRM knows what to do with it. If someone added a new appointment type in ModMed after your integration went live, it won't be recognized yet.

1. Find the exact appointment type name as it appears in ModMed

2. Send that name to Aesthetix CRM support

3. Support will add it to your mapping — appointments of that type will sync correctly going forward

Lots of contacts are affected, not just one. Contact Aesthetix CRM support right away and include the date the problem started plus a few example patient names.

There's a note, but the pipeline didn't move

The appointment type is mapped to the wrong category. This is the most common reason a contact doesn't move — or moves to the wrong stage. The note will show you what category the integration assigned. If it's wrong, that's your answer.

Contact support with the appointment type and the correct category. Don't try to edit the workflows yourself — they're locked to protect the integration.

The appointment is Pre-Op, Post-Op, or Block. These three categories are set up to not move the pipeline — that's intentional. If the appointment falls into one of these, no stage change will happen and that's normal.

A cancellation came through after a reschedule. If a patient rescheduled and then the old appointment was marked cancelled, the cancellation may have synced last — making it look like the contact moved backward. Check the notes to see the order things came in. Recommendation is to cancel/delete the appointment first then book a new appointment.

There's no opportunity on the contact. The integration moves existing opportunities — it doesn't create new ones. If there's no opportunity on the record, create one manually in the right pipeline and future updates from ModMed will start moving it.

Pipeline stage reference

Surgical Pipeline:

Non-Surgical Pipeline:

***Pre-Op, Post-Op, and Block appointments don't trigger any pipeline movement.

"Next Visit Date or Last Visit Date didn't update"

Here's when each field updates:

• Next Visit Date — updates when an appointment is Confirmed in ModMed

• Last Visit Date — updates when an appointment is marked Fulfilled or Checked-Out in ModMed

If a field didn't update:

1. Check the Notes tab to confirm the appointment event came through

2. Make sure the right status was set in ModMed — if the appointment was completed but never marked Fulfilled or Checked-Out, Last Visit Date won't update

3. If the note is there but the field is still blank, contact support and include a screenshot of the note

These fields store the date only — appointment times aren't included.

"Patient Lifetime Value looks off"

This comes from the Patient Charges trigger, which is optional.

Med spa / non-surgical practices: This generally works well and gives you accurate lifetime value data.

Plastic surgery practices: We don't recommend using the Patient Charges trigger. Surgical billing is more complex — credits, payment plans, and adjustments often result in numbers that don't look right. If you're a surgical practice and your lifetime value figures seem off, contact support to talk about turning off the charges trigger and tracking value manually instead.

"A patient I added in Aesthetix CRM isn't showing up in ModMed"

To create a patient in ModMed from Aesthetix CRM, make sure all required fields are filled in on the contact, then apply the tag ModMed Create. The patient will appear in ModMed within a few minutes.

Required fields — all six must be filled in before adding the tag:

Field

Notes

Still not working? The most common cause is a missing field. Double-check all six, remove the tag, and apply it again.

ModMed requires additional fields at your practice? Some practices configure ModMed to require extra information (like a full address) before a patient can be created. If that's the case at your practice, those fields need to be filled in too. Contact support if you're not sure what's required.

Patient already exists in ModMed? The system won't create a duplicate. Search by email and phone in ModMed before assuming it failed.

"Birthday automations aren't running for ModMed patients"

ModMed sends birthday data into a field called ModMed Birthday — not the standard Date of Birth field. A built-in workflow automatically copies it over to Date of Birth, but it only runs after the patient has had at least one completed appointment (Fulfilled or Checked-Out status).

If birthday automations aren't firing:

1. Open the contact and check that ModMed Birthday has a value

2. Check that the native Date of Birth field is also filled in

3. Confirm the patient has had at least one appointment reach Fulfilled or Checked-Out in ModMed

4. If ModMed Birthday is filled in but Date of Birth is empty, contact support

"I want to add my own automations on top of the integration"

The main integration workflows are locked — but you can build on top of them. These tags and fields are automatically created by the integration and can be used as triggers in your own workflows:

Tags: Appointment Booked, Patient, Cancel/No-Show

Fields: Next Visit Date, Last Visit Date, ModMed Appt Status, ModMed Appt Type, ModMed Appt Description, ModMed Provider, ModMed Location, Patient Lifetime Value

Need a workflow unlocked or a new appointment type added? Contact Aesthetix CRM support.

"The integration stopped working / was never set up"

The ModMed integration requires API credentials from ModMed before Aesthetix CRM can connect to your account. If your integration isn't working at all, the credentials may be missing, expired, or never provided.

To request API access from ModMed:

1. Email [email protected] (cc your Aesthetix CRM Implementation Manager) requesting that the API be enabled for the Aesthetix CRM integration

2. ModMed will confirm when access is enabled and send instructions for generating your API credentials

3. Share the FHIR username, FHIR password, and your practice prefix URL with your Aesthetix CRM Implementation Manager

Once credentials are received, Aesthetix CRM will also work with you on an Appointment Categorization spreadsheet — this maps your ModMed appointment types to the correct pipelines in Aesthetix CRM and must be reviewed and approved before the integration goes live.

When to contact support

Related articles

• Overview of ModMed Integration with Aesthetix CRM

• How to Create a Patient in ModMed From Aesthetix CRM

• Requesting API Access from ModMed for Aesthetix CRM

• Appointment Category: How It Works and Why It Matters To Your EMR Integration

• Understanding Next Visit & Last Visit Fields in EMR Integrations