The problems that reach Vital Support most often, and the checks that resolve them. Each section starts with the quickest thing to rule out.
A patient is missing from the Visits list
Check the Location filter first. The list is filtered by unit, and a patient assigned to a different unit will not appear while that filter is set. Clear it and search the full facility list before anything else.
If the filters are clear and the patient is still absent, the hospital feed has not delivered their location yet. Visits appear once the feed reports the admission or the bed assignment, so a patient admitted moments ago may not have reached Care Team.
An empty Visits list. Clear the Facility, Location, Status and Tags filters before concluding a patient is missing
A room is blank, or the wrong patient appears in a room
The Location column reflects the location data in the hospital feed. A blank room means the feed carried no room or bed for that visit, which some configurations send in a separate location export rather than in the main feed.
A room displaying the previous occupant means the new admission has not arrived yet, or the earlier visit has not been closed in the hospital record. Care Team reports what the record holds and does not overwrite it.
The list will not sort
Select a column header to sort by that column, and select the same header again to reverse the order. Sorting applies to the whole filtered list rather than the visible page, so a narrow Location filter can make a sort look as though it did nothing.
An invite will not send
Some visits cannot be invited, even by the care team. The invite names the reason on the form:
The patient is recorded as deceased
The patient has no date of birth, or the date on record is not valid
The patient has no last name on record
The visit is not in an inpatient location enabled for Vital
These values come from the hospital record, so correct them at the source or wait for the next corrected feed. Other eligibility reasons may appear alongside these, but a care team invite clears those automatically, so only the reasons listed above actually block sending.
Notifications are arriving from the wrong unit
The Location filter on the Tasks page changes only what appears in the queue. It does not change which requests notify you. Notification coverage is set separately.
Open Settings › Notifications and check the locations selected under the facility. A request notifies a staff member only when it matches both a selected location and a selected task type, so a unit left selected there keeps sending alerts no matter how the Tasks queue is filtered.
Notification Settings. Each facility has its own toggle, and a facility switched off appears under Notifications Off
Notifications are not arriving at all
Check the master switch and the per-facility toggle in Settings › Notifications, then confirm at least one location and at least one task type are selected. Both are required. Finally, confirm the device itself allows notifications for Vital.
Login fails, or the wrong facility appears
Care Team uses single sign-on through the hospital identity provider. The facility picker lists only the facilities the account has been granted, so a missing facility is an access question for a manager or IT rather than a fault in the app.
The problem is still unresolved
Contact Vital Support. Include the facility, the visit or screen where the problem appeared, and the time it happened, which is what makes a feed issue traceable.