Troubleshooting

I see a time stamp that's 3 hours off from my actual time zone. Why?

Off timestamps almost always mean your user profile time zone isn't set correctly — a two-minute fix in Settings.

Understand why this happens

RootLogic stores all activity in UTC (Coordinated Universal Time) and converts it to local time based on each user's profile setting. If your profile says you're in Pacific time and you're actually in Eastern time, everything displays 3 hours behind. This does not affect when automations fire — only how timestamps display for you.

Open your profile settings

Click your profile avatar or initials in the bottom-left corner of the RootLogic sidebar. Select "Profile" from the menu that appears. This opens your personal account settings — not the practice-wide settings.

Update the time zone field

Scroll down to find the "Time Zone" dropdown. Click it and select the correct zone for your practice location — for example, "(UTC-05:00) Eastern Time (US & Canada)" for New York or New Jersey practices. Click Save.

Refresh the page and verify

Hard-refresh your browser (Cmd+Shift+R on Mac, Ctrl+Shift+R on Windows) after saving. Open a recent conversation or contact activity log and confirm the timestamps now match your local clock.

Important: Each user on your team has their own time zone setting. If a colleague sees the same problem, they need to update their own profile separately — it's not a practice-wide setting.

Pro tip: The practice's appointment calendar (used for Consult Booked bookings) also has a time zone setting. If booked appointments are showing at the wrong time, contact your VMMG account manager to verify the calendar time zone matches your practice location.

I see a time stamp that's 3 hours off from my actual time zone. Why?

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