Quick answers to the questions people ask most often about signing in, workspaces, campaigns and the client dashboard. If your problem is not here, contact your Medical3 account manager.
Signing in and access#
I cannot sign in. What should I check?
Check the message on the sign-in page:
- Invalid email or password Re-enter both.
- Too many login attempts. Please try again later. Wait about 15 minutes and try again.
- This account has been disabled. Contact your administrator. An administrator has suspended the account.
- This Google account has no access yet. Continue with Google only works for accounts that already exist. Ask an administrator to create yours.
If you have never signed in, use the setup link you were sent; see Getting started.
My setup link says it has expired or was already used.
Invite links last 72 hours and reset links last 24 hours. Each works once, and a newer link cancels older ones. Ask your Medical3 account manager for a new link. If you see This link has already been used, you may already have set your password. Try signing in.
I forgot my password.
There is no self-service reset. Contact your Medical3 account manager, who asks an administrator to send you a password reset link.
I cannot find the Admin section.
Admin appears only for accounts with the Administrator role. If your badge says Ops, you will not see it. Ask an administrator if you need that role.
A button says "Requires admin access".
Invoice and milestone actions on a client's Money tab are limited to administrators. Ask one to do the step. See Money.
Workspaces and campaigns#
I do not see any workspaces.
You only see workspaces you belong to, and administrators are no exception. The page says No workspaces are assigned to you yet. Ask a workspace Admin to add you under Team access, or ask an administrator to create a workspace.
My mailbox shows "Reconnect needed".
The Microsoft 365 connection must be renewed. A workspace Admin opens Sending and selects Connect Microsoft 365 again. Campaigns cannot send from the mailbox until it is Connected.
A campaign is not sending.
Check these in order:
- The status is Active. A Draft has not been launched, and a Paused campaign must be resumed.
- The sending mailbox is Connected, not Reconnect needed or Sending restricted.
- Recipients are still eligible. Opted-out, bounced and archived contacts are skipped.
- The daily maximum is not the limit. The default is 10 emails a day.
- Select Refresh progress. The page does not update by itself.
A recipient shows "Delivery unconfirmed".
Microsoft may already have accepted the message. Look for it in the sender mailbox before you retry, so the person does not get it twice.
Can an opt-out be undone?
No. Opt-outs are set automatically when a reply asks to unsubscribe, and an opt-out is permanent: Medical3 never emails that address again. For questions about a specific contact, ask your Medical3 administrator. See Safety rules.
How many contacts can one campaign have?
Up to 500 recipients. Add contacts to the workspace with Add contact, then choose the recipients when you create the campaign.
Clients and data#
A client cannot see a buyer's name.
That is intended. Buyer names stay hidden until the buyer is introduced. While disclosure is restricted for the client's engagement, names stay hidden even after an introduction; the introduction is recorded and takes effect when disclosure opens. To introduce a buyer, open the opportunity and use Introduce buyer. The action is permanent and is not available for buyers flagged Do not contact. See Pipeline.
The Analytics numbers look out of date.
Delivery and outreach figures are recorded by the Medical3 team and reflect the latest entry. To update them, use Enter delivery data or Enter outreach data. See Analytics and leads.
I published a weekly briefing by mistake.
Publishing cannot be undone, and a published week can no longer be saved as a draft. Tell an administrator right away so they can decide what to do next. See Console.
Using the console#
How do I replay the guided tour?
Select the ? button in the top bar and choose Take the tour. To bring back the Getting started checklist on Today, choose Show getting started.
Where do I find the guides and the runbooks?
Select the ? button in the top bar and choose Documentation. It opens the guide for the area you are in, in a new tab. Staff can also choose Runbooks, or select Docs in the console sidebar. Guides are written in English and Simplified Chinese; in any other language you see the English guide with a note saying so.
How do I change the language?
Open Settings, go to Language & Region, and pick a language under Select Language. The interface is available in English, Simplified Chinese, Spanish, French, German and Japanese.