13THE CHAPTER THAT ANSWERS YOUR PHONE

Hiccups, A to Z

Every "it's not working" we've ever heard, with the fix. Check here first; the answer is usually two lines long.

A button I expected (Use credit / Use free visit) isn't showing.: Walk-ins never see member buttons; attach a profile. For free visits: buyer (not shared member), visits left, for that service, active membership. For credit: balance exists and not past expiry. If all true and still missing, note the customer and time and message us.
Packages or memberships do not appear when I select a customer.: Choose the registered customer, then open Packages or Memberships in POS. A slow or failed benefits read must not stop a full-price package or membership sale. Retry the profile before using credit, member price, a free visit, or a voucher. If an active catalogue still does not appear after a refresh, note the customer, branch, device, and time, then contact us before taking payment.
Payment needs review after I confirmed a card or e-wallet payment.: Do not take payment again. The sale stays held under one sale reference. Tap Retry exact sale. Use Payment reversed or not taken only after you have confirmed that outcome, then start a fresh sale.
The customer is a shared member and wants the free visit.: Shared members get member prices only; that's the plan design, not a bug. The buyer can use the visit; or they pay the member price, which is still a good deal.
Refund is blocked: "day is closed".: Golden rule 3. Reopen today's Daily Closing → issue the refund → close the day again. The refund counts on the day it's issued, not the original sale date.
Refund of a package/membership purchase is blocked.: Something from it was already used (credit spent, a free visit taken, member pricing enjoyed); revocation is only safe while untouched. Keep the receipt; handle the gesture as an owner decision outside the app and note it.
I rang up the wrong service/amount/customer.: Before checkout: remove the line with the trash icon; done. After checkout: owner voids it (reason, confirm) and rings it up again. Any credit or free visit used comes back automatically.
Staff member says they can't void or refund.: Correct: they can't, by design. Only the owner. This protects everyone, including them.
Split payment won't check out.: The parts don't equal the total; the screen shows short or over. Use Fill RM… to drop the remainder into a row, then confirm.
Package credit doesn't cover the whole service.: Use Use credit for its share, then Split the rest into cash/card/e-wallet. The app caps credit at the charged amount automatically.
Appointment conflict warning.: That staff member is already booked at an overlapping time. Move the time or assign someone else; the warning is doing its job.
Customer booked online but nothing is confirmed.: In Pending requests mode, staff first accept the request and reserve the time. The appointment stays Scheduled until the customer confirms that they are coming or staff confirm through another channel. In Auto-book mode, the time is reserved immediately, but the same attendance confirmation step remains.
Customer lost their confirmation/portal link.: For security, those links expire and only one live link exists per customer. Find the customer and re-send/re-issue from their appointment or profile.
Customer has no phone number.: Fine. Save them name-only. Everything works except the WhatsApp button (nothing to message). They'll show "No phone".
Clock-in didn't register.: Attendance only counts from approved networks (Settings → Attendance Networks), such as your workplace Wi-Fi. Check that the device uses an approved network. This prevents clocking in from elsewhere.
Daily Closing shows a cash difference.: Recount the drawer. Still off? Look for a missed/extra sale, a refund, or a void. Enter the true counted cash and close; the difference is recorded honestly, which is the point.
The receipt PDF looks wrong: name too big, no logo.: Settings: Receipt name size (S/M/L) and the logo/emoji options (show, position, align). Branch address comes from Branches.
Someone forgot their password.: Tap Forgot password? on the sign-in page, enter the account email, then wait for Check your inbox. The owner can also send a fresh, single-use password link from the Staff page.
The app says the workspace is locked.: The account was suspended by Kipas. That's an owner→Kipas conversation; email hi@onlykipas.com.
I can't find a feature a staff member mentioned.: Check the branch selector (top bar); many pages filter by branch. Then check Settings → page visibility: the owner controls what non-owner roles see.
Where did last week's summary go?: It arrives by email each Monday, automatically: the weekly digest. Check spam once; after that it just works.
The installed app opened while the internet was down.: Kipas shows an offline page instead of a browser error. Reconnect, then tap Try again. If you were taking payment, do not start a new sale. Open POS and use Retry exact sale, or check the receipts list first.
Still stuck.: Email hi@onlykipas.com with your business name, what you selected, and what you expected. Add screenshots when possible.

Prefer everything on one page? Read the whole guide.