All guidesWhen something goes wrong
When something goes wrong
The symptoms people actually arrive with, and what is really causing them.
- "Join a studio" is asking me for an invite code I do not have.
- That page is for staff — its heading is "Join a studio as staff". Families join by accepting an emailed family invite, which has no entry point inside the portal. Ask your studio to send you one.
- I added my child but they are not in any class.
- Adding a child does not enrol them. There is no self-enrolment anywhere in Catomni — your studio enrols them, and the class then appears on the Schedule.
- The invite link says "Wrong account".
- The invite is tied to one email address and you are signed in as someone else. The card names the address it was sent to; use the Log out button and sign in with that one.
- The invite link says "Invite not found".
- It has expired or already been used. Contact the studio for a new one.
- I cannot find the check-in button.
- It is on the Dashboard, not the Schedule page, and it only becomes active 30 minutes before class. Before that it is disabled with "Check-in opens 30 minutes before class".
- A class shows on the wrong day.
- Times are shown on the studio’s clock, but in "All children" mode days are grouped in your own local day. A late class at a studio in another timezone can land on the adjacent day.
- I updated my card and the page still shows the old one.
- The change comes back from Stripe after the fact, so it appears on the next load of the billing page. Reload it.
- The billing portal will not open.
- If you have never had a subscription, there is nothing for it to open: "No payment information on file yet. Make a payment first to set up billing." If your studio has not finished its own Stripe setup, you will be asked to contact them.
- I want a different plan.
- There is no plan picker in the portal. Your studio assigns the plan; ask them to change it.
- There is no Pause membership button.
- Your studio has not turned on self-service pausing. Use Request a pause instead — it is a dated request they review.
- I am paused and there is no Resume now button.
- The studio set the hold rather than your family, so the card reads "Contact {studio} to resume." instead.
- I linked my child across two studios and nothing merged.
- That is what linking does — it says they are the same person and nothing more. Each studio keeps its own records, classes, milestones and check-in card, including a separate QR code that each studio’s scanner needs.
- I removed a child by mistake.
- You cannot undo it yourself. Your studio can restore them — the confirmation dialog says so before you commit.
- My studio disappeared from the portal.
- A suspended studio drops out of every list. If every studio you belong to is suspended you are shown a page explaining that access is temporarily unavailable and to contact Catomni support.
- My child was at the class but there is no report.
- Reports are written by the instructor after class, and only appear once they publish. Until then the page says “No class reports yet. After class, your instructor’s recap will appear here for {name}.”
- The Save button on this week’s homework does nothing.
- It stays disabled until the number changes, and it is not offered at all for a day that has not arrived — that card reads “Record it on the day”. To undo an entry, clear the box and save.
- I paid for an event but the page still says my place is being held.
- Give it a moment: “Payment received — we’re confirming your place. This page will show your confirmation in a moment.” If you cancelled at checkout, the page says so and your spot was released — you can start again.
Still stuck on something?
The support portal has the rest, and a real person on the other end of it.