Help & Support
How can we help?
Browse the most common questions below, or send us a message and a real human will get back to you.
Frequently asked
Answers, by topic.
Can't find what you need? Email support or browse the operator Admin Help & FAQ if you're signed in.
Getting started
How long does setup take?
Most operators are taking real bookings within 30 minutes. The setup wizard at /admin/setup walks you through services, staff, hours, and the public booking page in order — you can stop and resume any time.
Can I import clients from another system?
Yes — paste a CSV with name, email, phone, and we'll match against existing rows. We don't currently auto-import from Booksy / Fresha; ask support and we'll do a one-off migration for you.
Bookings
How do I block out time for a lunch break?
Calendar → click an empty slot → Block time. Pick the staff member, duration, and reason. The block survives refresh and shows up in the Roster view too.
How do I mark a no-show?
Open the booking → in the Stage panel, click No-show. The customer's no-show counter goes up automatically; if they cross the threshold the system auto-blocks them from booking again.
Can I edit a booking after it's been paid?
Notes can still be edited; everything else is locked once paid. To change a paid visit you'd need to refund first, then create a new booking.
Payments
Why does my dashboard show $0 revenue when I had bookings today?
Revenue counts paid visits only. Confirmed-but-not-paid bookings show under Today's Bookings (the count) but don't hit the revenue card until payment is recorded.
How do refunds work?
Open the paid visit → click Refund. Partial refunds are supported — you can issue another partial later up to the original amount. Commission entries reverse proportionally on the staff payroll.
Payroll
What's the difference between Wage and Commission lines?
Wage = hours × hourly rate × penalty multiplier (for staff with a wageCentsPerHour set). Commission = % of service / product / tip. A staff member can have both — they roll into the same payroll run as separate line items.
How do I set Saturday penalty rates?
Staff → Payroll → Penalty rates button. Pick org-wide default or a specific barber, set the multiplier on each day-part. There's a preset for the AU Hair & Beauty Award.
Where do I download the payroll for Xero?
Staff → Payroll → click Generate run for the period → click Xero next to the run. The CSV downloads in Xero's invoice import format.
Stock
How do I do a stocktake?
Services → Products tab → Start stocktake. Enter physical counts per product → Commit. The diffs become ADJUST stock movements so the audit trail stays clean.
Why didn't my product stock decrement on a sale?
Stock decrements when a Visit is marked paid with that product in its cart. If you forgot to add the product to the cart at checkout, you can manually adjust via the product's row.
Account
How do I add a new staff member?
Staff → Add Staff. Set their role (Admin or Barber), email, name. They'll get an invite email with a temp password — they're auto-verified once they log in.
How do I export my data?
Account → Export my data. You'll receive a JSON download with everything we hold about you. Privacy Act / GDPR compliant.