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Documentation Index

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This page covers the most common issues you may run into while using Sailia, organized by category. Each section includes practical steps to diagnose and resolve the problem.

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Booking issues

Ask the customer to check their spam or junk folder first. If the email is not there:
  1. Open the booking in your bookings dashboard and verify the customer’s email address is correct.
  2. Resend the confirmation from the booking details page.
  3. If you use automated workflows for booking confirmations, check that the workflow is active and the trigger is configured correctly.
Sailia sends confirmation emails immediately after a booking is completed. If the customer entered an incorrect email at checkout, you can update it on the booking and resend.
Cancellations free up capacity immediately. If a session still appears sold out after you cancel a booking:
  1. Confirm the cancellation completed successfully — the booking status should show Cancelled in your bookings dashboard.
  2. Check whether another customer booked the freed spot between the cancellation and when you checked.
  3. Verify you are looking at the correct session date and time.
  4. If a waitlist is enabled, the next customer on the list may have already been notified and completed their booking.
If a customer reports that they cannot finish the checkout process:
  1. Ask them to try a different browser or clear their browser cache.
  2. Check that your Stripe account is connected and verified — online payments cannot be processed without an active Stripe connection.
  3. If the session requires a waiver, confirm the waiver is loading correctly and has not been deleted.
  4. Verify the session still has available capacity and has not passed its booking cutoff time.
If Stripe is disconnected or your account is under review, all online card payments will fail. Check your Stripe dashboard for any action required.
If a customer says they completed a booking but it does not appear in your bookings dashboard:
  1. Check your dashboard filters — you may have a date range, activity, or status filter applied that is hiding the booking.
  2. Search by the customer’s name or email.
  3. Ask the customer to check their email for a confirmation. If they did not receive one, the payment may not have completed successfully.
  4. Check your financial dashboard for a matching transaction. If the payment appears there but no booking exists, contact support.

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Payment issues

When a customer’s card payment is declined, the issue is almost always on the card issuer’s side. Ask the customer to:
  1. Verify the card details (number, expiry, CVC) are entered correctly.
  2. Check that the card has sufficient funds and has not expired.
  3. Contact their bank — some banks block online payments by default or flag unfamiliar merchants.
  4. Try a different card or payment method such as Stripe Link.
If multiple customers report declines at the same time, check your Stripe dashboard for any account-level issues or restrictions.
Card refunds processed through Stripe typically take 5-10 business days to appear in the customer’s bank account. If the customer has waited longer than 10 business days:
  1. Open the booking in your bookings dashboard and confirm the refund was processed — the payment status should show Refunded.
  2. Check your Stripe dashboard for the refund status. Stripe shows whether the refund has been sent to the customer’s bank.
  3. If Stripe shows the refund as completed, advise the customer to contact their bank.
Store credit refunds are available immediately and do not depend on bank processing times. Consider offering store credit for faster resolution. See Cancellations and refunds for refund options.
When an automatic instalment payment fails, Stripe retries the charge according to its retry schedule. If the payment continues to fail:
  1. Check the instalment plan status in the booking details to see which payment failed and the failure reason.
  2. Ask the customer to update their payment method in Stripe or contact their bank.
  3. You can manually retry the payment from the booking details or cancel the remaining instalments if needed.
See Instalment plans for details on how automatic collection works.
Stripe sends payouts to your bank account on a regular schedule (typically daily or weekly, depending on your Stripe settings). If a payout has not arrived:
  1. Check your financial dashboard to see the payout status and expected arrival date.
  2. Verify your bank details are correct in your Stripe dashboard.
  3. New Stripe accounts may have a longer initial payout delay (up to 7-14 days) while Stripe verifies your account.
Sailia does not control payout timing — this is managed entirely by Stripe. Adjust your payout schedule in your Stripe dashboard under Settings > Payouts.

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Card reader issues

If your card reader is not connecting or shows as offline:
  1. Confirm the reader is powered on and connected to the internet (Wi-Fi or ethernet, depending on the model).
  2. Restart the card reader by powering it off and back on.
  3. Check that the reader is registered to the correct location in Sailia.
  4. Verify your Stripe account is connected and in good standing.
If the reader still does not connect after restarting, try re-registering it. See Card readers for the full setup process.
The registration code displayed on a card reader expires after a short time. If the code is rejected:
  1. Restart the card reader to generate a new registration code.
  2. Enter the new code promptly in your location settings.
  3. Make sure you are registering the reader to the correct location.
See Register a card reader for step-by-step instructions.
If a card reader payment appears stuck or is taking longer than expected:
  1. Do not cancel the transaction immediately — give it up to 30 seconds to complete.
  2. Check your internet connection. Card reader payments require a stable connection to communicate with Stripe.
  3. If the payment does not complete, cancel the transaction on the POS and try again.
  4. Check your Stripe dashboard to see if the charge was actually processed. If it was, do not retry — the customer has already been charged.
Always check Stripe before retrying a payment to avoid double-charging the customer.

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Account and login issues

Customers can reset their password from the login page on your booking page:
  1. Direct the customer to your booking page and have them click Log in.
  2. They should select the Forgot password option and enter their email address.
  3. A password reset link is sent to their email. Ask them to check their spam folder if it does not arrive.
See Customer accounts for more on how account access works.
If a customer can log in but cannot see their bookings or memberships:
  1. Verify they are logging in with the same email address they used when booking. Accounts are tied to email addresses.
  2. Check your customer dashboard to see if duplicate records exist for that customer. If so, the bookings may be on a different customer record.
  3. If the customer booked as a guest (without creating an account), their bookings will not appear under an account. They can still create an account with the same email to link future bookings.
If a customer has added a family member but they do not appear at checkout or in their account:
  1. Ask the customer to log out and back in to refresh their account data.
  2. Check the family account in your customer dashboard to verify the family member was saved successfully.
  3. Confirm the family member has the required details filled in (name and any mandatory fields).
See Family accounts for how family member management works.

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Membership and pass issues

Membership renewals are billed automatically through Stripe. If a renewal payment fails:
  1. Check the membership status in your customer dashboard — it will show the payment as failed or overdue.
  2. Stripe automatically retries failed payments. The customer will receive an email from Stripe about the failed charge.
  3. Ask the customer to update their payment method if the card on file has expired or been replaced.
  4. If the payment continues to fail after retries, the membership may be cancelled depending on your Stripe billing settings.
See Memberships for details on billing cycles and renewal handling.
If a customer has an activity pass but it is not being applied during checkout:
  1. Verify the pass has remaining redemptions — it may be fully used.
  2. Check that the pass has not expired (passes can have a fixed expiry date or expire a set number of months after purchase).
  3. Confirm the activity the customer is booking is included in the pass’s redemption rules. Passes are restricted to specific activities.
  4. If the pass is set to Single user only, it can only be redeemed by the specific family member it was assigned to.
See Activity passes for redemption rules and restrictions.
Each family member can hold their own membership independently. If a customer is unable to purchase a membership for a family member:
  1. Check that the family member has been added to the customer’s family account.
  2. Verify the membership plan is published and visible on your booking page (hidden plans can only be sold through the point of sale).
  3. If the plan is restricted to certain eligibility criteria, confirm the family member meets them.

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Integration issues

If payouts are not syncing to Xero:
  1. Confirm that Sync to Xero is toggled on in your accounting sync settings.
  2. Only payouts created after you enabled syncing are sent automatically. Historical payouts are not back-synced, but you can send individual past payouts manually.
  3. Check that the payout status is Paid — pending payouts are not synced.
  4. Verify your Xero connection is still active. If the connection has expired, you will need to reconnect.
See Xero accounting sync for setup and troubleshooting details.
Xero connections can expire if the authorization token is not refreshed. If your sync has stopped:
  1. Go to your accounting sync settings and check the connection status.
  2. If it shows as disconnected, click Reconnect to Xero and re-authorize the connection.
  3. After reconnecting, payouts created while the connection was down will not be automatically synced. Send them manually from the financial dashboard.
See Xero accounting sync for reconnection steps.
If automated workflow emails are not being delivered:
  1. Open the workflow and confirm the trigger is active (not paused or disabled).
  2. Check that the trigger conditions match the event you expect — for example, a “booking confirmed” trigger only fires on confirmed bookings, not pending ones.
  3. Verify the email template has a valid subject line and body content.
  4. If the workflow has a delay configured, the email may not have been sent yet.
  5. Check the workflow triggers reference to confirm you are using the correct trigger for your use case.
If booking tracking events are not appearing in your analytics tool:
  1. Confirm you have at least one analytics provider configured (Google Tag Manager or PostHog).
  2. Verify the tracking code or container ID is entered correctly in your settings.
  3. Test by completing a booking on your booking page and checking your analytics tool for begin_checkout and purchase events (or their Sailia equivalents booking_start and booking_completed).
  4. Check for browser ad-blockers or privacy extensions that may be blocking the tracking scripts.
See Booking tracking events for the full list of events and setup instructions.

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Discount code issues

If a discount code is not applying at checkout:
  1. Check the code’s usage limits — it may have reached its maximum number of uses.
  2. Verify the code is within its valid date range (start and end dates).
  3. Confirm the customer’s basket meets all eligibility conditions — product restrictions, minimum items, and activity combinations.
  4. Check whether the code is restricted to specific products, memberships, or activity passes that are not in the basket.
  5. Remember that usage is counted per item, not per basket. A code with a limit of 10 uses is consumed once per eligible item in the order.
Use the discount code settings page to review all restrictions at a glance. See Discount codes for the full list of configurable conditions.
If a customer sees an “expired” or “invalid” message when entering a discount code:
  1. Open the code in your discount codes settings and check its status — it may have been deactivated.
  2. Verify the code’s date restrictions. If an end date has passed, the code will no longer work.
  3. Check for typos — codes are case-sensitive.
  4. If the code is an auto-applied discount, it will not work when entered manually. Auto-applied discounts are applied automatically when the basket meets the conditions.