If an encounter is not where you expected, it may still exist under another date or title, in Archived, or without a patient attached. Follow these steps before assuming it was deleted.
1. Search Across Vero
Select the Search icon near the top of the left sidebar.
You can also press
Cmd+Option+Kon Mac orCtrl+Alt+Kon Windows.Search by encounter title, patient name, or date. Use the date filter when you know the day or date range.
Open the result to confirm it is the encounter you need.
2. Check Archived
Open Settings at the bottom of the left sidebar.
Under Security & data, select Archived.
Find the encounter and select Unarchive to return it to the active sidebar.
3. Check the Patient Link
An encounter can exist without appearing on the expected patient profile.
Open the encounter from Search.
Select the patient button beside the encounter title.
Search for and attach the correct existing patient profile.
For a new follow-up visit, open Patients, select the existing patient profile, and click New Encounter. This creates a separate encounter already linked to that patient.
4. Review Data Retention
Open Settings > Data retention to review whether automatic encounter deletion is enabled and the selected retention period.
5. Contact Vero Support
If the encounter is still missing, open Help in the left sidebar and send:
The approximate encounter date and time.
The patient name or encounter title.
The device, browser, or mobile app used.
Whether the encounter was created on another device.
Do not clear encounters, app data, or account data while troubleshooting. Clearing data is permanent and can remove information Support could otherwise help locate.