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Getting Help with Wellifiy

If you are running into an issue and require assistance this article covers your options.

⚠️ Please try the first three steps below before contacting our support team.

In most cases these will assist you to resolve the issue almost immediately.

📚 Search the Knowledge Hub

The Wellifiy Knowledge Hub at support.wellifiy.com covers the full platform — from setting up Appointments and managing Patient Groups to configuring Forms, Case Notes, Patient Journeys, and more. Articles are organised into categories that mirror the structure of the Staff Portal, so they're easy to find.

To find what you need:

  • Click on a category tile (e.g. Appointments & Booking, Case Notes, Patient Groups)
  • Use the search bar — enter keywords like calendar sync or Group Program
  • Scan article subheadings to quickly check whether a section covers your question

🤖 Ask Joy

If browsing doesn't get you there, try Joy — our Knowledge Hub chatbot, available in the bottom-right corner of any Knowledge Hub page. Joy can point you to relevant articles and answer questions in real time.

For best results:

  • Ask full questions: How do I set up an individual appointment?
  • Be specific: How do I send a consent form to a patient?
  • Use feature names — mention the area you're working in, like Check-Ins, Group Programs, or Messaging

🔧 Check the Troubleshooting Articles

For common issues, the Troubleshooting category is a good shortcut. It currently covers:

  • Permissions issues — if you can't see a feature, patient, or section of the Staff Portal
  • Video call problems — trouble joining or connecting to video sessions
  • Login issues — Team Members unable to access the Staff Portal
  • Calendar sync issues — problems with Google or Outlook calendar connections

📧 Contact Our Support Team

If the Knowledge Hub and Joy haven't resolved things, email our support team at support@wellifiy.com.

To help us investigate and respond quickly, please include:

  • A clear summary of the issue
  • The steps you took leading up to the problem
  • The screen or feature involved (e.g. Forms, Appointments, Messaging)
  • Your Organisation name
  • Device type, operating system, browser, and browser version
  • Any relevant Team Member or patient name
  • Screenshots, screen recordings, or error messages if available
Our team will triage and respond in line with the SLAs in place with your Organisation.

 

💡 Have an Idea? Submit a Feature Request

To suggest a new feature or improvement, please complete our Feature Request Form.

The form is the only way to submit a feature request — if you email our support team with an idea, they'll direct you back to the form.