Support
How to get help.
Most questions take a minute or two in the manuals. For everything else, email us. A person reads it, and we reply the same day, usually within a couple of hours.
Where to start.
Find it in the manuals.
The help centre, grouped by what you're trying to do.
Common questions
Check three things, in this order: is it bookable online, does it have at least one practitioner assigned, and is that practitioner rostered? A service with no practitioner cannot be booked by anyone.
Check in a private or incognito window first; your browser is probably showing you a cached page. If it is still missing, the troubleshooting guide has an entry for exactly this.
Spam folder first, then check the address on the booking for a typo, then check the template is active for email. If none of those, send us the booking reference.
Use the reset link on the sign-in page. Support cannot read your password back, only reset it.
Yes. Import takes a CSV or XLSX export, including Fresha's. Map the columns, run a dry check, read the flags, then apply. Do not apply twice; there is no de-duplication pass.
No. Any tablet or computer with a browser runs the staff app. Kitchen displays and registers are ordinary tablets; docket printers are Star CloudPRNT models.
Yes. Clients export to CSV, and every report exports to CSV. It is your data.
The full FAQ covers more, including deposits, refunds and reports; troubleshooting lists symptom, cause and fix for the common problems.
Reporting a problem.
A first email that carries the detail gets a faster, better answer. Worth including:
- What you were doing, and what happened instead. Quote any error message word for word.
- The booking reference, if a specific booking is involved.
- The page or screen you were on, and the device and browser you were using.
- A screenshot, if you can get one.
- The date and time it happened.
Send what you have. Each item spares a reply asking for it.
Still stuck?
Tell us what's happening. We reply the same day, usually within a couple of hours.