Use this page for first checks before contacting support.
If a problem affects payments, customer data, or live bookings, write down the customer name, class or product, date, and what you expected to happen before making changes.
I cannot sign in#
Try:
- Check that you are using the right email address.
- Request a new sign-in code or link.
- Use the latest code only. Older codes may no longer work.
- Clear your browser session from the Support page if the account keeps opening in the wrong state.
- Try a private browser window.
If you still cannot sign in, contact support with the email address you are trying to use.
I cannot see the right business#
Check:
- You are signed in with the email that was invited.
- The business owner or manager invited you to the correct business.
- Your role has access to the page you are trying to open.
- You have selected the correct business if your account belongs to more than one.
Staff access is managed from Admin > Staff or Admin > Settings > Staff.
A customer cannot book#
Check:
- The class, appointment, or product is active and public enough for booking.
- Capacity is available.
- Booking has not closed.
- The customer has a valid product, credit, membership, wallet balance, or payment method for the booking.
- The product covers the class or appointment service they are trying to book.
- Any required waiver or policy acceptance is complete.
For class passes, start with Class Coverage for Products.
A class does not appear online#
Check:
- The class series or instance is active.
- The schedule has future instances.
- The location and teacher are set.
- Booking is open.
- The business listing or embed is pointing to the right business.
- Filters on the public page or embed are not hiding it.
See Creating Classes and Website Integration Troubleshooting.
Appointment slots are missing#
Check the service, provider, and resource together.
Slots only appear when:
- The service is active and bookable.
- The provider is assigned to the service.
- The provider has availability.
- Required resources have availability.
- Buffers and booking windows still leave a valid time slot.
See Set Availability Schedules.
Credits look wrong#
Check:
- The product purchase status
- Remaining credits
- Expiry date
- Bookings that used the product
- Cancellations, no-shows, and attendance records
- Whether the purchase belongs to a guest or profile customer
Open the customer detail page and review products, credits, bookings, and recent activity together.
See Customer Details and Products & Credits.
A payment is pending or missing#
Check:
- Whether the payment was online or offline
- The payment month filter
- The payment status filter
- Whether it needs manual review
- Whether offline payment should be recorded manually
For payment account verification or capabilities, see Payment Troubleshooting.
A teacher cannot see their schedule#
Check:
- The person accepted the correct invitation.
- Their teaching profile is active.
- They are assigned to the class instance.
- They selected the correct business.
- The class date is inside the schedule view they are using.
See View Your Schedule and Attendees.
A website embed is not showing correctly#
Check:
- The embed code is from the current website embed page.
- The business slug or embed key is correct.
- The website builder did not strip the script.
- Filters are not hiding all classes.
- The page is not loading an old v1 embed when you expected v2.
See Website Integration Troubleshooting.
When to contact support#
Contact support when:
- You cannot sign in after trying the steps above.
- A payment or payout looks wrong after checking filters.
- A customer is blocked from booking and you cannot find the cause.
- Data appears missing or duplicated.
- A live customer flow is failing.
Include:
- Business name
- Your email address
- Customer name or email, if relevant
- Class, appointment, product, or payment reference
- Date and time
- Screenshot of the error, if available