Most messages name the exact field or issue, so read them carefully. If a message isn't listed here, or a fix doesn't resolve it, contact Aesthetic Record support with the clinic name and the exact message you see.
Jump to:
Connecting a Clinic
Adding a Prescriber
Billing Setup Status
Messages From BoomRX
Removing or Disabling a Connection
Sending a Prescription
Prevent Most Errors Before You Start
Most setup errors come from missing information. Before you connect a clinic, make sure:
Every user and provider you'll add has an active account and a phone number on their profile.
Every provider has the Provider or Admin role and is assigned to the clinic location.
The clinic's address, phone, and email are complete.
You have each prescriber's 10-digit NPI, plus DEA registrations if they prescribe controlled substances.
1. Connecting a Clinic
These messages can appear while you complete the Connect a Clinic to BoomRX wizard.
"A BoomRX connection already exists for this clinic."
What it means: This clinic is already connected.
What to do: Find the clinic under Configured Clinics and click Edit instead of connecting it again. If the existing connection isn't working, Delete it, then reconnect the clinic.
"We couldn't find that clinic location."
What it means: The clinic list may be out of date, or the location was deleted, merged, or deactivated.
What to do: Refresh the page and select the location again. If it's missing, confirm the clinic is still active in your account settings.
"You don't have permission to connect this clinic."
What it means: Only an account admin or a provider assigned to the clinic can run setup.
What to do: Ask an account admin to run setup, or ask your admin to assign you to the clinic first.
"The NPI or license information you entered isn't valid."
What it means: An NPI isn't exactly 10 digits, or a license state isn't a 2-letter code.
What to do: Re-enter the NPI exactly as issued, with no dashes, spaces, or letters. Use 2-letter state codes, such as TX.
2. Adding a Prescriber
These messages can appear when you add a provider to a connected clinic.
"Provider not found."
What to do: Under Teammates, confirm the person's role is Provider or Admin and that their account is active.
"This provider isn't assigned to the clinic."
What to do: Under Teammates, assign the provider to this clinic location, then try again.
"This provider is already set up for BoomRX."
What to do: Nothing. The provider is already connected.
3. Billing Setup Status
After setup, a clinic's location in Settings > Integrations > BoomRX may show ⚠ Awaiting billing setup with a note underneath. The note stays on the clinic until the issue is resolved. These are the most common messages.
"Billing is separate from clinic credentials. This clinic still needs its BoomRX connection finished — use Finish automatic setup."
What it means: Setup for this clinic was started but never finished.
What to do: Head to Wellsyncs dashboard to add your billing information. Once done click Finish automatic setup on the clinic's location.
"Prescription signing is not configured yet."
What it means: The clinic is connected, but the prescription-signing step didn't finish.
What to do: Click the Finish setup link next to the message to retry.
A specific reason from BoomRX, for example: "This phone number is already associated with an existing account…"
What it means: This is the exact reason BoomRX couldn't finish setup.
What to do: Fix the issue the message names. For a phone number conflict, the number must be removed from the other BoomRX account that uses it before this clinic's setup can finish.
"The clinic admin has not been emailed setup instructions yet."
What to do: Click Resend billing invite to send the clinic admin their setup email.
"Billing setup instructions sent to the clinic admin."
What it means: The setup email was sent successfully.
What to do: Nothing.
"BoomRX billing is not complete yet. Ask the clinic admin to finish setup in the BoomRX portal, then check again."
What it means: The clinic admin hasn't entered payment details in the Wellsync dashboard yet.
What to do: Ask the clinic admin to finish billing using the link in their setup email. The status updates automatically the next time the page loads, or you can click Check billing status.
"Billing is already active for this clinic."
What to do: Nothing. The clinic is ready to prescribe.
"This clinic is not linked to BoomRX yet. Finish automatic setup first."
What to do: Complete the setup wizard, or click Retry Automatic Setup, before checking billing status.
"Could not send the BoomRX billing invite. Confirm an admin email is configured."
What to do: Click Edit, add an admin user with a valid email address, save, and click Resend billing invite.
"Could not send the BoomRX billing invite. The admin has not been created in BoomRX yet," followed by a reason.
What to do: Read the reason. It's usually a phone number or role issue. Fix it, then click Retry Automatic Setup.
"BoomRX did not return a password or billing link — try again shortly or contact support."
What it means: This is usually temporary.
What to do: Wait a few minutes and click Resend billing invite again. If it repeats, contact support.
"Setup was not fully completed for [clinic] — the clinic admin has not been emailed setup instructions yet. Edit and save again to retry."
What to do: Click Edit on the clinic's card and save the connection again.
4. Messages From BoomRX
These come directly from BoomRX during setup or when adding a prescriber. They name the exact field or record involved.
"Phone numbers from this country are currently not supported," or a similar phone number message.
What to do: Correct the phone number named in the message on the person's profile, then retry.
"BoomRX requires a phone number for each admin and provider."
What to do: Add a phone number to the person's profile in Teammates, then retry.
"This prescriber already exists in BoomRX under a different id" or "This clinic may already exist in BoomRX."
What to do: Contact Wellsync support to merge or locate the existing record. This can't be fixed from Aesthetic Record.
"BoomRX already has an account for this person without prescriber access, and it cannot be upgraded automatically."
What to do: Contact Wellsync support to add prescriber access to that account.
"No signing keys are available to finish this clinic connection. Please contact support."
What to do: Contact Aesthetic Record support. This must be fixed on our end.
A general connection error, such as "BoomRX rejected the connection…" or "could not reach BoomRX to finish setup…"
What to do: If BoomRX is briefly unavailable, wait a few minutes and try again. If the error continues, contact support with the clinic name.
5. Removing or Disabling a Connection
An error while deleting a connection. The wording varies.
What to do: Try deleting again. If it keeps failing, contact support with the clinic name and the exact message.
"Automatic setup could not finish. Please try again or contact support."
What to do: Click Retry Automatic Setup once more. If it repeats, contact support with the clinic name.
6. Sending a Prescription
"This clinic isn't connected to BoomRX yet."
What to do: Complete the BoomRX setup wizard for this clinic. See How to Set Up and Use BoomRX, Powered by Wellsync (link).
"Missing clinic API key, signing key, or BoomRX clinic ID."
What to do: Click Retry Automatic Setup on the clinic's card, or click Edit and save the connection again.
"The clinic or patient shipping address is incomplete."
What to do: Complete the clinic's address, the patient's address, or both, then submit the order again.
"A clinical justification is required for this prescription line."
What to do: Enter a justification for that medication, then submit.
The BoomRX prescription option doesn't appear for a patient. No error message is shown.
What to do: This is usually a temporary loading issue, not a sign the patient is ineligible. Refresh the page, and if it still doesn't appear, contact support.
Still Need Help?
Contact Aesthetic Record support with the following:
The clinic name
The exact message you see
What you were doing when it appeared