Solving common problems

In short

• Each section starts from what you or the client see, explains why, and tells you where to fix it.
• Almost everything can be fixed from the admin area in a few minutes.
• If the problem is still there after these checks, write to support.

A client can't book

What you see: the client tells you the time is grey or they can't confirm.

Why: every time that can't be booked shows a short message with the reason, and Why? explains it in full. Ask the client what the row says: the same messages are described from their side in the client guide.

How to fix it: find the message in the table.

The client reads	Where you fix it
Sold out	Raise the slot's Capacity in Organization > Services, Schedules section (Services), or book the client yourself with overbooking (Bookings).
Lesson cancelled	The lesson was cancelled, by hand or by a closure. It can't be reopened: the client picks another time.
Booking closed	The time has passed or is inside the notice period. Check Booking notice in Organization > Activity, Bookings tab (Activity). For an exception, book on the client's behalf.
Daily limit reached or Day's booking already used	This comes from the Daily limit in Activity.
Service booking limit reached or Plan limit reached	This comes from the plan's limits in Booking > Studio plans (Subscriptions).
Subscription suspended	Reactivate it from the detail page in Booking > Subscriptions (Subscriptions).
Bookable from …	The subscription starts later. If it should start sooner, change the date with Edit on the detail page.
Subscription not valid for this date	The date is after the expiry. Check Valid until on the subscription detail page, or the plan's "Allow bookings after expiry" option.
No entries left	Renew, assign a new subscription, or use Credit entry (Subscriptions).
This service needs a subscription	The client has no valid subscription for that service, or the service isn't included in their plan. Check the plan's services in Booking > Studio plans.
Confirm or empty the cart	The service is paid online and the client already has a lesson in the cart: they need to confirm it or empty the cart.
Not bookable now	Flo has no more specific reason to show. Ask the client to reload the page; if it stays the same, open the same time in Booking > Bookings on the client's behalf and read Why?, or write to support.

If the client can't see the service at all, check that it is Bookable and has times in the week they're looking at (see A time doesn't show in the calendar below).

A client can't sign in or doesn't get the code

What you see: the client doesn't get the activation email, the sign-in code, or the new-password link. Or the code doesn't work.

Why: usually the email went to spam, the address has a typo, or the account isn't active yet. The code lasts 30 minutes, works only once, and allows 3 attempts; if they ask for a new one, only the latest one works.

How to fix it:

1. Ask the client to check spam and promotions.
2. Open People > Users and find the client. Check the email is spelled correctly.
3. If the user is Disabled, open their record and go to Administrative actions: press Send next to Send confirmation email. Or enable them from Permissions and roles with Enable user (Users).
4. If the problem is the password, use Send password creation email in Administrative actions.
5. If emails still don't arrive, write to support with the address, date, and type of email: we check the delivery.

If the client can't find the Sign Up button, that's normal when the studio only accepts invited clients: create them yourself in People > Users (Creating a user).

The client guide explains the same steps from their side: I don't get the email.

A subscription doesn't deduct entries

What you see: the client booked or came in, but their entry balance doesn't change.

Why: often this is how it's meant to work. The most common cases:

• the plan is Time-based: it's valid for a period and has no entries to deduct;
• the entry was deducted at booking, and a check-in linked to that booking doesn't deduct it a second time;
• an administrator booked On behalf of a client with no subscription: nothing is deducted in that case;
• the client cancelled in time, or a closure cancelled the lesson: the entry was given back;
• the Subscriptions module isn't active and Flo uses the older Available entries balance on the user record.

How to fix it:

1. Open Booking > Subscriptions and the client's subscription detail page.
2. Read Entry activity: each movement says whether an entry was deducted or given back, and why.
3. If a movement is missing, correct the balance with Credit entry, or record a Check-in without a booking (Subscriptions).

A time doesn't show in the calendar

What you see: you created a service, but the lesson doesn't appear on the Book page or in the staff bookings.

Why: the service isn't bookable, has no times on that day, or there's a closure on that day.

How to fix it:

1. Open Organization > Services and the service (Services).
2. In Bookings, check that Bookable is on. If you use subscriptions, select at least one plan in Plans enabled for booking.
3. In Schedules, check that the day is selected and has at least one slot added with Add Schedule.
4. Press Save.
5. Check Booking > Closures: a closure on that day hides or cancels the lessons (Closures).
6. View schedule shows you the week as the studio sees it.

Remember: Visible on website only affects the public website, not bookings in the app.

An unexpected price or online payment

What you see: the client sees Online price, is asked to pay, or can't cancel.

Why: online payment is set service by service. With Required before booking the client has to pay to book. With Optional: online or at the studio they choose between Pay online now and Pay at the studio. Bookings paid online can't be cancelled from the client's app.

How to fix it:

1. Open Organization > Services, the service, Bookings section, Online payment panel.
2. Check the Gross price and the mode. If the service shouldn't be paid online, choose Off and save.
3. To cancel a lesson that was already paid, handle it yourself from the booking; the refund is made from the order, as explained in Online payments.
4. If the client sees Payment received. Staff must complete the verification., check the order before confirming attendance.

An email to clients didn't go out

What you see: a message, reminder, or confirmation didn't reach clients.

Why: these are the most common causes.

• The message is still Queued, Scheduled, or Paused, or it Failed.
• The recipient hasn't given newsletter consent, unsubscribed, or their address was excluded after a bounce or a complaint.
• The monthly email limit is used up: newsletters stop, service emails (confirmations, passwords) don't.
• The Test email list is active: sends only go to those addresses.
• Lesson reminders are off, or email sending isn't set up for the studio.

How to fix it:

1. Open Communication > History and look at the message status and the sent, failed, and suppressed counts (Communication).
2. In People > Contacts, check the recipient's newsletter status.
3. For reminders, check Lesson reminders in Organization > Activity, Bookings tab (Lesson reminders).
4. For the monthly limit, Test email, or a sender that isn't set up, write to support: the Flò team manages these settings.
5. If a single client didn't get an email, send us the address, date, and type of email: we check the delivery.