Common Issues & Solutions

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:

1. Check that you are using the right email address.
2. Choose Continue with email and request a new verification code.
3. Use the newest code only. Older codes may no longer work.
4. If you are stuck in the wrong account state, open the session reset page, then sign in again.
5. If the code does not arrive, check your spam or junk folder. Naayya codes come from an @naayya.com address.
6. Try a private browser window.

If you still cannot sign in, contact support@naayya.com 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.
• If your account belongs to more than one business, open the current business menu, choose Switch business, and select the business you need.
• If the business or page is still unavailable, ask the owner or manager to confirm the invitation and access for that page.

Staff access is managed from Admin > Settings > Staff.

A customer cannot book#

Check:

1. The class, appointment, or product is active and public enough for booking.
2. Capacity is available.
3. Booking has not closed.
4. The customer has a valid product, credit, membership, wallet balance, or payment method for the booking.
5. The product covers the class or appointment service they are trying to book.
6. Any required waiver or policy acceptance is complete.

For product coverage, start with Class Coverage for Products.

A class does not appear online#

Check:

• The class is published. Draft classes appear in Current with a Draft label and a Publish action.
• The schedule has an upcoming session.
• The teacher, location, and room or space are set.
• The class has an active product or an active program that covers it. When neither covers the class, the class list shows Not bookable.
• On the class page, Show on public schedule is on. A hidden class is labeled Hidden from schedule.
• If you use a website widget, check that its filters are not hiding the class.

See Creating Classes and Website Integration Troubleshooting.

Appointment slots are missing#

Check the service, its providers, and its resources together.

Slots only appear when:

• The service is active and bookable.
• For a provider-based service, at least one provider is assigned and has availability.
• Required resources have availability.
• Buffers and booking windows still leave a valid time slot.

A resource-only service has no provider, so its slots come from resource availability alone.

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 month selected in Payments
• The Filter menu and its Filter by status controls
• Whether a banner says payments need classifying, then open the review queue
• For an offline payment, whether the Record Payment action is available

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 complete generated snippet is from the current website embed page for the right business and embed type, either the schedule widget or the lead form.
• Keep the snippet's matching script and element together when you paste it into your website builder.
• The website builder did not strip the script or render the element as text.
• Filters are not hiding all classes.
• If the page still uses the classic v1 embed, follow the Classic embed (v1) section in the detailed guide before switching to 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

You can contact support@naayya.com.