FAQ & troubleshooting

Quick answers to the questions salons ask most.

Getting started

Do I need a payment provider to start? No. You can run cash-only from day one and take bookings straight away. Connect a payment provider later, from Settings → Payment, when you want card, online payments or deposits.

How do customers book with me? Through your public booking page. Share its link with customers, put it on your social profiles, or embed booking on your own website (see Settings → Website).

Can I change my opening hours later? Yes, any time — Settings → Business hours. For a one-off closure (a holiday, say), use temporary close rather than editing your regular hours.

Bookings & the calendar

A customer didn't turn up — what do I do? Open their booking and set the status to No show. That keeps your records accurate and feeds your reports.

How do I block time when someone isn't working? For a whole day or specific hours on one date, add an override to their schedule. For holidays and sick leave, use Time off.

A booking has no team member on it. That's an unassigned booking — usually an online "any available". Assign it yourself from the booking, or let a staff member pick it up.

Payments

How do I take a deposit? Turn deposits on in Settings → Booking policy; customers are then asked for a deposit when they book online. You can also take a deposit in person from the booking (see Payments & deposits).

Can staff see the money? Staff can take payments on any booking, but the Payments list and Reports are owner-only. See What staff can do.

Products & loyalty

Can customers buy products online? No. Your retail products are shown on your booking page with photo and price, but there's no basket — the sale happens at the counter, added to the customer's booking. See Products & retail sales.

A customer returned a product — what about stock? A full refund puts the item back in stock automatically. After a partial refund, correct the stock number on the product yourself: the system can't tell which line came back.

Why didn't the loyalty discount come off the shampoo? It's not meant to. Rewards and vouchers reduce services only, so products are always paid in full — and your VAT stays correct on each line.

A customer's voucher won't apply. Most often the booking has no service the voucher covers; the message names the services it's good for. Add one of them, or leave the voucher for next time — it stays unused either way. A voucher can also be expired, already used, or already attached to another booking. See Loyalty, stamp cards & vouchers.

A customer's card is full — do they get told? Not automatically. The voucher appears in their account on your booking page, but no email or text goes out, so mention it at the counter. The same applies to a voucher nearing its expiry date.

A stamp didn't appear after a visit. A visit only counts once it's both Completed and paid up to the program's minimum booking value — whichever comes last is when the stamp lands. Check the booking was actually paid, and check the minimum on the program.

I removed the free service from a booking — does the customer lose the reward? No. The reward goes back to them, and their voucher becomes available again. It's never moved onto a different treatment behind their back.

Team & access

A staff member can't sign in. Check that you've turned on login access for them and that they've accepted their email invitation and set a password. You can re-send the invitation by editing the team member. See Team & staff.

Someone left the team. Turn off their login access so they can no longer sign in. Their past bookings and the salon's history stay intact.

Still stuck?

If something isn't behaving as you expect, it's often a setting — check the relevant tab in Settings, since that's what the calendar, booking page and app all follow. If you're still stuck, contact your Salon Booking support channel.