Troubleshooting guide

A consolidated, symptom-first guide. For module-specific issues, each module chapter also has its own Troubleshooting and Error-messages sections.

Signing in & access

Symptom	Cause	Fix
Can't log in	Wrong email/password	Use the email your account was created with; Forgot password to reset.
"Set your password" on first login	Staff created with a temporary password	Set your own password to continue, this is expected.
"Access removed"	A manager switched off your access	Contact your manager.
"Account paused"	The whole workspace is paused by the operator	Contact support / your owner.
Reactivate screen	Subscription lapsed	The owner re-subscribes on Plan & billing (data is safe).
Auto-signed-out	Inactivity timeout (security)	Sign back in.

Navigation & visibility

Symptom	Cause	Fix
Nav shows only Dashboard + Messages	Temporary browser↔server session desync	Sign out fully and back in; if it persists, tell your administrator.
A page/menu is missing for one user	Module off, or role lacks the permission	Turn the module on (Settings → Modules) and grant the permission (Team → Staff list).
A whole group is gone	All its items are off or not permitted	Enable at least one tool in that group, or grant a permission.
Wording differs from the manual	Your business renamed it	Expected, HappierBiz uses your words.

Plans & modules

Symptom	Cause	Fix
Module locked/greyed	Not in your plan	Upgrade on Plan & billing.
Turned a module on but nothing changed	Role lacks the matching permission	Grant it in Team → Staff list.
A permission section is missing on Roles	Its module is off	Enable the module first.

Bookings

Symptom	Cause	Fix
Customers can't book online	Experience not Live / no spaces or equipment / no availability	Mark it Live, attach spaces or equipment, check the Availability preview.
One date offers nothing, other dates are fine	That date is a closure, or it is blocked out	Roster → Closures for whole days; Calendar for blocked-out time, which shows a "Not taking new bookings" tag with Unblock. Neither appears in the Availability preview, which reads your setup only.
One room is not offered on one date	That space is blocked out for the date	Open the date on the Calendar and Unblock it, or leave it if it was deliberate.
I want to stop bookings for a day without closing	A closure would shut the whole business	Calendar → Block out: a day, part of a day, or a run of days, for everything or just one room or offering.
Blocked a day but a booking is still on it	Blocking stops new bookings only	It never cancels what is already sold. Cancel those in Bookings if you meant to.
No times when rescheduling	No open slots that day	Pick another date; check the space or staff hours/roster, and whether the date is blocked out.
Booking missing from Upcoming	It's a request, cancelled, or in the past	Check the Special requests and Past tabs.
Calendar looks empty	Staff filter is on, or no spaces/staff	Clear the filter; add spaces or staff.

Check-in

Symptom	Cause	Fix
No one on the door list	Wrong experience/date selected	Choose the right experience (or All experiences) and date; clear search.
Scanner won't read tickets	Camera blocked or experience isn't ticketed	Allow camera access; ensure ticket delivery on the experience.
Kiosk shows the wrong people	It shows expected arrivals only	Check the experience and date set on the kiosk.

Money

Symptom	Cause	Fix
Can't take payments	Stripe not connected / charges not enabled	Finish Stripe onboarding in Finance → Money owed → Connect.
Balance won't auto-charge	No saved card	Take payment another way and Mark as paid.
Payout missing	Follows Stripe's schedule	Check the Payouts tab and your Stripe dashboard.
Invoice not in accounting export	Draft, or outside date range	Send it; widen the export dates; only Sent/Paid invoices export.
GST looks doubled in Xero	Imported without "Tax Inclusive"	Re-import as Tax Inclusive; amounts are GST-inclusive.

Customers & marketing

Symptom	Cause	Fix
New customer not in directory	Booking had no email	Add the email; the directory groups by email.
Duplicate customer records	Two different emails used	Standardise on one email going forward (no merge).
Marketing won't reach someone	No consent / no visits / unsubscribed	Check the consent control on their record.
"No one matches this audience"	Empty opted-in segment	Grow opt-ins or pick a broader segment.

Team

Symptom	Cause	Fix
Leave doesn't block bookings	Request not approved	Approve it, pending leave doesn't block.
Hours wrong on timesheet	Clock entries off	Adjust by ±hrs with a note; approve the week.
Staff didn't see a notice	Posted as chat, not an announcement	Post must-reads as Announcements (tracked).
Cert/asset reminders missing	Source module off, or reminder type off	Enable the module and the reminder type in Reminders.

Kiosk tablets

Full guide: Kiosk (a tablet on the counter).

Symptom	Cause	Fix
Scanning the pairing square does nothing	The tablet is already paired, so it just opens its kiosk	Unpair it under `Settings → Kiosk → Paired tablets`, then pair it again.
"That code has already been used or isn't valid."	A pairing code works once	Select Generate code for a fresh one.
"That code has expired, generate a new one."	Codes last 15 minutes	Generate another.
The tablet keeps asking to pair	Its browser clears data between uses, often private browsing	Use a normal tab, then add the kiosk to the tablet's home screen.
A tile is missing on the tablet	Unticked, or the module behind it is off	`Settings → Kiosk → What shows on the kiosk`, tick it. Then check the module.
Nobody's name on the clock tile	Only staff rostered today is on and nobody is rostered	Roster somebody, or use the someone else option on the tablet.
A person can't clock on with a PIN	Their PIN was never set	`Settings → Kiosk`, choose Personal PIN, then Set PIN for them.
Guest names on a public tablet	The find my name list is on	Turn off Show the "find my name" list, making it scan-only.
A tablet is lost		Unpair it. It stops working immediately, and there is no account on it to disable.

When a save mysteriously fails right after an update

Occasionally a brand-new capability needs a database update to be applied by your provider. The app is built to degrade gracefully (it falls back to the core fields), but a save that needs a new field can fail until the update is in place. If a save fails unexpectedly soon after a release, report it to your administrator / provider.

Still stuck?

Ask the in-app AI assistant, describe the problem in plain English.
Re-check the relevant module chapter's Troubleshooting section.
Use Contact support at the bottom of the Help panel. Tell us what you expected and what happened instead, in your own words.

What Contact support sends with your message

You do not need to describe which screen you were on, or work out what browser you are using. The form attaches that for us:

Sent	Why it helps
Your name, your role and your business	So we know who to reply to, and what you are allowed to see
The screen you were on	So we can look at the same thing you are
Your browser and screen size	A surprising amount of "the button has gone" is a narrow window
The app version your tab is running	If your tab has been open a while it may be running older code, which looks exactly like a bug that was already fixed
Your timezone	Some "the date is wrong" reports are a timezone difference, not a fault
The recent Help chat, if you had one	So you do not have to re-type what you already asked

Open What gets sent with this on the form to see the same list in the app. Nothing about your customers, your team or your money is included, and a feature suggestion sends none of the technical details at all.

If it is easier to show us than to type it out, and your provider has it switched on, the form also offers Book a screen share. You pick a time from the times we are available, and we confirm it by email.