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If Jane is not working, first check the official Jane status page, then identify which Jane product has failed: the practitioner/admin web app, a clinic’s booking page, or the Jane for Clients mobile app. If the relevant service is operational, use the troubleshooting path below for your symptom.
Status note: The latest status information available for this article reported all listed systems as operational, with incident history indexed through July 30, 2026. Because Jane’s status can change, check the live status page before assuming the problem is on your device.
Is Jane down right now?
Open status.janeapp.com and check the component that matches your problem:
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- Email/SMS Delivery
- Online Appointments or telehealth
Check both current incidents and incident history. Jane can have a problem with one feature, region, or external provider while the rest of the platform continues to work. Historical incidents have included authentication, settings, payment-terminal, AI Scribe, fax, claims, integration, and Cloudflare-related problems; these examples do not establish the cause of a new incident. See Jane’s resolved incident history.
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If the status page says operational, that does not completely rule out a local, account-specific, clinic-specific, regional, or newly developing issue. Continue with the relevant steps below.
Choose the problem that matches what you see
| Symptom | Most likely area to check first |
|---|---|
| Blank page or failed login for staff | Practitioner/admin web app, browser, URL, permissions, or outage |
| You cannot book or manage an appointment | Clinic booking page, clinic availability, account, or online-booking settings |
| The mobile app will not sign in | Jane for Clients credentials or app-specific problem |
| A video appointment will not start | Online Appointments, camera/microphone permissions, browser, network, or clinic setup |
| Email or SMS is missing | Delivery status, spam filtering, contact details, or a delayed message |
| Only payments, claims, fax, or an integration fails | A feature-specific or third-party service, not necessarily all of Jane |
Quick troubleshooting sequence
- Check the Jane status page.
- Confirm that you are using the correct Jane product and URL.
- Open another website to test your internet connection.
- Try Jane in a private or incognito browser window.
- Clear the browser’s cache and cookies.
- Update your browser and device operating system.
- Restart the device.
- Try the page on another network, such as cellular data, if a VPN, firewall, DNS filter, or workplace network may be involved.
- If you use a home-screen shortcut, delete it and create a new one from the clinic’s current Jane page.
- Contact the clinic or Jane Support based on the type of problem.
If the Jane website will not load
1. Check your connection
Jane’s troubleshooting guidance recommends checking connection speed. Its stated recommendations are at least 25 Mbps download and 5 Mbps upload for a solo practitioner or smaller clinic with fewer than five staff, and at least 50 Mbps download and 12 Mbps upload for a larger clinic with more than five staff. These are Jane’s troubleshooting recommendations, not universal requirements for every patient task.
Test another website, then try Jane in a private window or a different browser. If Jane works there, cached data, cookies, extensions, or an outdated browser are possible causes.
2. Clear cached data and cookies
Clearing browser data can sign you out of other websites, so make sure you know your saved passwords before proceeding.
- Chrome: Open the three-dot menu, select Clear browsing data, choose an appropriate time range such as All time, select cookies and cached files, then fully reopen Chrome.
- Safari on Mac: Choose Safari → Clear History, select All History, clear it, and reopen Safari.
- Safari on iPhone or iPad: Open Safari’s bookmarks/history controls, select the history tab, tap Clear, choose All history for all profiles, and confirm.
- Microsoft Edge: Open Favorites → History, choose Clear history, remove cached data and cookies as appropriate, and restart Edge.
Menu names can vary by browser version. Jane’s full troubleshooting guide is available at I can’t access my Jane account.
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3. Update and restart
Install available browser and operating-system updates, then perform a full device restart. This is especially useful when Jane worked previously but now loads incorrectly or stops responding.
4. Try a different network
A VPN, firewall, captive portal, DNS filter, or workplace, school, or clinic network can interfere with Jane or telehealth services. Test the same page on another network if possible. This is a diagnostic step, not proof that your original network is at fault.
If staff cannot access the admin account
Practitioners and administrators can accidentally open the patient-facing side of a clinic’s Jane site because the URLs are similar. Staff should use the clinic’s Jane address with /admin added to the end:
https://yourclinicname.janeapp.com/adminDo not add /admin as a patient trying to book or manage care. Patients should use the clinic’s normal booking page.
If the admin page opens but shows “No Access,” an incorrect account, or missing scheduling tools, the issue may be permissions or the clinic’s account configuration. Ask the clinic administrator to confirm your role. If several staff members are affected, check Jane’s status page before changing account settings.
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If the Jane for Clients mobile app is not working
Jane for Clients is separate from the login used for an individual clinic. Your clinic credentials do not automatically serve as your Jane-for-Clients credentials.
Forgotten or missing app account
If you have never created a Jane-for-Clients account, select Create an account in the app and complete setup. If you forgot the app password, select Forgot password? and follow the reset process.
If the failed password belongs to a particular clinic rather than the Jane-for-Clients account, reset it through that clinic’s online booking page in a browser. The two password-reset flows are not interchangeable. See Jane’s mobile-app sign-in and troubleshooting guide.
Use the browser as the immediate workaround
If you need to book, change, or view an appointment urgently, open the clinic’s Jane booking page in a normal browser. Find the link in an appointment confirmation email, the clinic’s website, a previous booking message, or direct clinic communications. Jane specifically recommends this browser fallback when the client app is not working.
Why a clinic may not appear
Jane for Clients is built around linking clinics through their booking pages; it is not necessarily a directory for discovering any provider. A clinic may be absent because it has not been linked to your profile or because it does not have online booking enabled. The official Google Play listing describes starting through a clinic’s website or booking page.
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Reinstalling the app is not the best first step. Confirm the account type, try the browser fallback, and avoid removing access information you may need until you know which credentials the app requires.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.If booking or telehealth is failing
Patients
Contact the clinic for appointment availability, cancellations, rescheduling, provider instructions, or a booking link that does not work. Online booking may be disabled, a service may not be offered online, or the appointment may have clinic-specific restrictions.
Video appointments
First check the Online Appointments or telehealth component on the status page. Then confirm that your browser is allowed to use the camera and microphone, update the browser, try a different browser or device, and test another network. A video failure can come from browser permissions, the device, the network, the clinic’s appointment setup, or a service incident.
Do not assume that a working main Jane web app means telehealth is working; Jane lists online appointments separately.
If emails, texts, payments, claims, fax, or integrations fail
Missing email or SMS
- Wait briefly in case delivery is delayed.
- Check spam, junk, promotions, and filtered-message folders.
- Confirm that the email address or phone number is correct.
- Check the Email/SMS Delivery component on Jane’s status page.
- If account creation was interrupted, restart the sign-up or verification flow rather than relying on an expired page.
App-store reviews include anecdotal reports of account-creation and confirmation-code problems, but those reports do not prove a current widespread defect.
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Payments, claims, fax, and integrations
Check the relevant incident history and ask the clinic administrator whether the failure affects other users. A failed payment terminal, insurance claim, fax, SFTP connection, or external integration can be a feature-specific or third-party problem rather than a complete Jane outage. Do not repeatedly resubmit a payment or claim until the clinic confirms whether the first attempt succeeded.
Who should you contact?
| Contact | Use it for |
|---|---|
| Your clinic | Appointment availability, cancellations, rescheduling, provider questions, care instructions, clinic-specific booking problems, and a missing or incorrect booking link |
| Jane Support | Jane-for-Clients account problems, persistent product access issues, technical errors, or platform behavior that remains after local troubleshooting |
| Your clinic administrator | Staff permissions, employee access, roles, clinic configuration, and whether multiple staff members are affected |
Jane’s official contact page lists current support routes, phone details, chat availability, and hours. Those details can change, so use that page rather than relying on an old number or schedule. Jane also states that patients with appointment or care questions should contact their clinic directly.
What to include in a support request
Send enough detail for the clinic or Jane Support to reproduce the problem:
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- A screenshot with personal and health information redacted
- Your device and operating-system version
- Your browser and version, or the mobile-app version
- The Jane URL or clinic name
- Whether the issue affects one user or several people
- When the problem began, including your time zone
- Whether another browser, device, or network was tested
- Whether the failure affects login, booking, telehealth, email/SMS, payments, claims, fax, or another feature
That information helps distinguish a Jane-wide incident from a clinic configuration problem, account issue, browser fault, or third-party failure.
Bottom line
“Jane App not working” is not one problem. Check the live status page, identify whether you are using the admin site, a clinic booking page, or Jane for Clients, and then use the matching fix. Staff should verify the /admin URL; patients should use the clinic’s browser booking page when the mobile app fails. Contact the clinic for appointment matters and Jane Support for persistent product or account problems.
Quick Recap
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