I can’t create a new case
Common reasons:
Your role doesn’t allow case creation
The indication/procedure isn’t enabled for your organization
Fix:
Confirm your permissions with your Organization Admin
Contact CustoMED if the indication should be enabled
The surgery/procedure I need is missing
This usually means the indication isn’t enabled or supported for your organization.
Fix:
Contact CustoMED with:
Organization name
Requested indication/procedure name
“Create Case” is disabled
Usually caused by missing required fields.
Fix:
Review the form and complete required fields (date, side, identifier, etc.)
Ensure data is valid (e.g., correct date format)
I entered wrong case details
If the case is still in early workflow steps, you can typically go back and correct details.
If the case is already finalized/approved, you may need to create a corrected case (policy depends on your organization workflow).
The case failed to create
Fix:
Refresh and try again
If it repeats, contact CustoMED with:
What you were doing
Time of failure
Any error message
Case details you entered
Need Help?
If you have questions about anonymization, turnaround times, or urgent cases, please contact our support team or explore related Help Center articles.