We get it, sometimes you just need a quick answer. Here are some of our most frequently asked questions.

General Troubleshooting

How do I clear my browser cache?

Click on the browser you're using to find instructions on how to clear your cache.

Google Chrome

Safari

Firefox

How do I clear the cache on the Weave desktop app?

Press the keys Control + Shift + K to clear the cache on the Weave Desktop App.

How do I check which version of the Weave desktop app is downloaded to my computer?

Press the keys Control + Shift + V to see which version of the Weave desktop app you are working on.

What should I do if my desktop app is acting strange after updating my computer?

Check to see if the software needs to be updated by pressing the Control + Shift + V keys. If that does not work, delete and reinstall the desktop app.

Voicemail

How do I set up and record my voicemail greetings?

Visit our Set Up Voicemail article for instructions. 

How can I listen to my recorded voicemail greetings?
You can listen to your recorded voicemail greetings in the Media Library and Voicemail Boxes section of your Weave Portal. You can also read the transcript within your Voicemail Box.
How can I change a voicemail greeting?
Visit our Set Up Voicemail article for instructions. 
What if I need to change my voicemail greeting when I am out of the office?
If you need to temporarily change your voicemail greeting, you can use the Voicemail Override feature available in the Weave Mobile App
Why is the wrong voicemail playing?
Your voicemail messages are controlled by the Office Hours you set in the Weave software. Check to make sure your office hours are correct. If they are correct, check to make sure your voicemail has been recorded in the proper location.
Once deleted, are the voicemails archived?
No; on rare occasions, we can retrieve general voicemails.

Phone

Why is my phone not working?

There are a few reasons why a phone may not be working. Check out our Troubleshooting Phone Issues article for troubleshooting tips. 

Is the hold music customizable?
Yes. You can upload your own hold music in the Weave Portal
What happens in the event of an internet outage / what options do we have to try to keep the practice running?
Turn on your call forwarding from your Weave Mobile App and call your office IT or internet provider.
My phone(s) can make calls, but can’t receive any. What’s wrong?
There are a few reasons why a phone may not be working. Check out our Troubleshooting Phone Issues article for troubleshooting tips. 
Can we set up ring groups so that only certain phones ring on incoming calls?
Yes; contact your onboarding rep or customer support. If you would like to make changes to an existing ring group, click here
Why does my phone have static or is dropping calls?
This normally indicates a problem with your internet connection. Check out our Troubleshooting Phone Issues article for troubleshooting tips. 
Can we have a different ring for transferred calls?
Yes; contact your onboarding rep or customer support via the chat bubble in the lower right corner of the page.
Can we have a directory and speed dials programmed into the phones?
Yes; contact your onboarding rep or customer support.
Does Weave support VLAN?
Yes! Weave phones are automatically set up for VLAN tagging, but we do not offer support in setting up or working on issues with VLAN.

Software

How do I change my office hours?

Visit our Office Hours article for instructions. 

If hours change weekly, how do we manage it?
You would need to change it weekly by going to your Office Hours Setting on your computer or your mobile app.
Does replying “Stop” to automated messages opt the patient out of messages?
Yes. Visit our texting compliance article for more information.
How do I change the email address for my payment and refund notifications?
You can change the email address where you receive your payment and refund notifications in your Payments Settings in your Weave Portal. Click here for instructions.
How do I add or delete a user?
Visit our Add and Manage Users article for instructions.
How do I forward my phones?
Visit our Call Forwarding article for instructions.
Do you have email campaigns?
Yes! Visit our Email Marketing article for instructions.
Can I text someone that is not in my practice management software?
Yes, in the messages app. Just click the plus icon to start your text conversation.
Why are my pop-ups not showing up?
If CallPop is not working, this is because the phone is no longer synced to your software. Follow these simple steps to resync your phone to the software
Why are my patients/schedule not showing up?
This means that Weave has been disconnected from your server. Please contact customer support via the chat bubble in the lower right corner to resync your data.
How do I download the mobile app?
Search your App Store or Google Play store for “Weave Communications” and download. Visit our Mobile App article for more information. 
How do I install the software on a new computer?
Visit this article for instructions. 

Billing

Can I make payments by check?

No, we accept either Credit Card or ACH.

Do I have to set up a recurring payment?
Yes, we do not have the capacity to take manual payments every month.
If we cancel will we receive a refund?
Monthly-No; if the account is canceled during an open billing period, a refund will not be issued. Annually-Yes, a refund will be issued as of the cancellation date on file for any remaining services.
Can we receive paper invoices?
No, all invoices and billing details will be sent via e-mail.
Will we be notified of our upcoming annual billing?
Yes, an email will be sent out at the end of each month for the next month's annual billing.
What is the 5% Taxes and Surcharge?
This is a government-regulated surcharge for VoIP telecommunications and E-911.

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