Troubleshoot Pabau

This article covers troubleshooting steps to resolve common issues in Pabau quickly and effectively.

---

This Company Doesn’t Have an Employee Who is Bookable Online

If this error message appears when your clients try to book an appointment online, please follow the steps listed below to resolve the issue.

---

Step 1: Check Schedule 

Navigate to Team on the left sidebar menu; clicking it will show a dropdown menu where you will find "Schedule." Verify that all staff members who should be available for bookings have their schedules properly set up in the system. 

Step 2: Check if The Staff Member Accepts Online Bookings

Navigate to Team on the left sidebar menu; clicking on it will show a dropdown menu where you will find "Team." Go to the staff member's profile and check their settings to confirm they have the toggle enabled for online appointments.

Step 3: Check if the Location Accepts Online Bookings

Navigate to Setup. Under the Business section, you will find 'Locations.' Click to edit the location and review the General tab if the 'This location accepts online bookings' toggle is enabled.

Service Specific Issue

If the error message appears only for specific services, review the troubleshooting steps listed below:

Step 1: Check if The Service is Included in Any Shifts

When a shift's color is green, it means it includes all services and they can all be booked during that shift. If a shift's color is pink, it means it includes only specific services.

Double-check if you have any pink shifts and see if the service that can't be booked is missing.

Step 2: Check if the Service is Assigned to a Staff Member Who Has a Shift

Navigate to Setup and select "Services" listed under the services section. When selecting a service, switch to the Assign tab and the Employees sub-tab. Verify that the specific service your client is trying to book is assigned to a staff member who has an active shift. 

 

---

Packages Are Not Showing in the Online Booking Portal

There are a few reasons why packages might not show in your online booking portal (Connect) even if you have created them in Pabau. Make sure to follow the troubleshooting steps listed below to rectify the issue. 

Step 1: Check Stripe Integration

Navigate to Setup and click on the Card Terminals tab under the Financials section to check if Stripe is integrated. If the button says "Connect," it means it's not connected. Packages won't appear in the online booking portal unless you have Stripe connected.

Step 2: Check Online Booking Customization

Navigate to Setup and click on the Online Bookings tab under the Services section, then click the "Customize" Button. Scroll down to the General tab to see if the option to hide packages is ticked.

Step 3: Check if the Packages are Enabled for Online Purchase

Navigate to Setup and click on the Packages tab under the Services section, and select any of the existing packages. You can then view the package details to check if it is enabled for online purchase.

Step 4: Check if the Packages are Active

When checking the package details, look at the top right corner to see if the package has been deactivated.

Step 5: Check if the Service Included in the Package is Active

To verify if the service included in the package is active, go to Setup. Locate the Services tab under the Services section. Utilize the service filters to check for any inactive services. If the service is not found in the 'Disabled' services, then it is active.

 

---

Gift Vouchers Are Not Showing in the Online Booking Portal

There could be several reasons why vouchers created in Pabau do not appear in your online booking portal (Connect). To resolve this, ensure you follow the troubleshooting steps outlined below.

Step 1: Check Stripe Integration

Navigate to the Card Terminals tab under the Financials section to check if Stripe is integrated. If the button says "Connect," it means it's not connected. Vouchers won't appear in the online booking portal unless you have Stripe connected.

Step 2: Check Online Booking Customization

Navigate to Setup and click on the Online Bookings tab under the Services section, then click the "Customize" Button. Scroll down to the General tab to see if the option to hide gift vouchers is ticked.

Step 3: Check if the Vouchers are Enabled for Online Purchase

Navigate to the Gift Vouchers tab under the Services section and select the three dots at the top right corner of any existing voucher. Click edit to view the voucher details and at the top right corner and check if the option to sell this voucher online is enabled.

 

---

Account Payments Are Not Showing in the Online Booking Portal

If "Account Payments" do not appear in the online booking portal, follow these troubleshooting steps to resolve the issue.

Step 1: Check Stripe Integration

Navigate to Setup and click on the Card Terminals tab under the Financials section to check if Stripe is integrated. If the button says "Connect," it means it's not connected. Account payments won't appear in the online booking portal unless you have Stripe connected.

Step 2: Check Online Booking Customization

Navigate to Setup and click on the Online Bookings tab under the Services section, then click the "Customize" Button. Scroll down to the General tab to see if the option to hide account payments is ticked.

 

---

Clients Cannot View Any Information in Their Client Portal

If a client complains about not being able to view any information in their client portal, follow these troubleshooting steps to resolve the issue.

Step 1: Check if They Verified Their Account

Navigate to their client card by typing their name in the search bar at the top of the page. Hover over the Pabau icon in their avatar, and the text displayed will show if they have an active client portal and if they have verified their email.

If they haven't verified their account, they need to check their inbox and follow the steps they received in their email to confirm it.

Step 2: Check Client Portal Customization

Navigate to Setup and click on the Client Portal in the Services section. Click the "Customize" button and then switch to the Features tab to confirm if any features are enabled to display in the client portal.

---

Clients are Not Receiving Any Medical Forms

If a client complains that they can't view any forms you've sent, use the steps listed below to troubleshoot the issue.

Step 1: Check if the Forms are Linked with Services

Navigate to Setup and click the Medical Form Templates tab in the Clinical section. Click on the form that was supposed to be sent and expand the general tab. Check if any services are mentioned in the "Which service should this form be used for?" block.

A very important step in this stage is to make sure the 'Request to be completed prior to appointment' toggle is enabled so the form is automatically sent when the client books the service that it's linked to.

Step 2: Check if They Verified Their Account

Navigate to their client card by typing their name in the search bar at the top of the page. Hover over the Pabau icon in their avatar, and the text displayed will show if they have an active client portal and if they have verified their email.

---

Clients are Not Receiving Any Confirmations/Reminders

If a client complains that they never received a confirmation/reminder email or text for the appointment they booked, the steps to troubleshoot the issue are listed below.

Step 1: Check Communication Settings

Navigate to Setup and expand the Communications tab located in the 'Marketing & Communications' section. This will reveal 'Client Notifications.' To check confirmations click on the 'New appointment is booked' tab.

At this stage, you can check if the confirmation email and SMS are enabled. Hover over the 'Enable Confirmations' button to activate Email or SMS communications.

To check reminders, click on the 'Upcoming appointment reminder' tab and check the reminder settings, like how far in advance you've set them to be sent. Also, check if the reminder notifications are enabled.

Step 2: Check Client Card 

After you've confirmed that confirmations/reminders are enabled, check if the client has received any communication from you in their client card. Search for the client by typing their name in the search bar at the top of the page and click on the Communications tab to view the activity.

If the notification has two ticks, it means it's been delivered to the client.

Reminder notifications that have not been sent yet will appear on the 'Scheduled' section in the communications tab.

Step 3: Confirm Client Email/ Phone Number 

Review the personal details in the client card and double check with the client if you have the correct email and/or phone number in the system.

Step 4: Check Calendar Settings

Navigate to the Calendar located in the left side-bar menu then, click on the cogwheel icon to revel the settings option. 

Then, switch to the 'Appointment settings' tab to view if you have set up your communication checkboxes to be automatically ticked when booking an appointment. This way, you'll never miss sending notifications to your clients.

Step 5: Check Account Balance

If SMS notifications are not sending and you've checked all previous steps, navigate to your avatar at the top right corner of the page to check your account credits. 

You can also purchase more credits by clicking on the Credits option or in the Credits & SMS tab located in the Marketing & Communications section under Communications. 

1 Pabau SMS credit is £0.10 and SMS messages use 1 credit per 142 characters.

---