All guidesWhen something goes wrong
When something goes wrong
The symptoms people actually arrive with, and what is really causing them.
- My calendar is empty even though I set up the weekly schedule.
- A recurring schedule entry does not put sessions on the calendar by itself. Open Schedule and run Generate Sessions, choosing how far ahead to go. Running it again later is safe — sessions that already exist are skipped.
- I cannot find a button to add a schedule entry.
- There is not one. Click and drag a time range directly on the calendar grid and the "Add Schedule Entry" dialog opens, pre-filled. If dragging does nothing, you are missing the Manage schedules permission.
- My admin says they cannot set up Stripe.
- They cannot. Starting and resuming setup refuse with "Only studio owners can set up Stripe", the embedded onboarding form will not open for them, and "Re-check with Stripe" refuses with "Only studio owners can check Stripe requirements". The owner has to do it. Refresh Status and the "Open Stripe dashboard" link do work for them, which is why an admin can sometimes report that "some of the Stripe buttons work" — those two are not the ones that set anything up.
- I picked the wrong business type in Stripe.
- It locks permanently at the first Account Link, and there is deliberately no selector in Catomni to change it. Contact Stripe support.
- The Payments tab in Studio Settings has no Stripe setup on it.
- Correct. That tab is membership pause and cancellation policy only. Stripe lives on the Billing page.
- I granted someone write access and they still cannot see the page.
- Read and write are separate ticks. The access editor says it outright: "Granting write access does not imply read access — tick both where a module offers both."
- I added one permission and the person lost everything else.
- A custom access set replaces the role defaults rather than merging with them. Re-open "Access for {name}", tick everything they should have, and save — or click Reset to role defaults to put them back on their role.
- I want to hand my studio to someone else.
- You cannot do it from inside the app. Neither the invite form nor the role picker offers Owner, and demoting or deactivating the last active owner is refused with "Cannot remove the last owner." Contact Catomni support.
- A red "Finish setting up your studio" alert is blocking me.
- It is not blocking anything. It lists details you have not filled in, and the server saves regardless.
- I turned off the landing page but the link still opens.
- By design. Turning off "Publish the full landing page" swaps the full page for a simple contact form. The URL stays live either way.
- I deleted my studio by mistake.
- There is no undo inside the app. Contact Catomni support, and do not assume either way about recovery until they have told you.
- A staff member clicks Studio Settings and lands back on the dashboard.
- They are missing the Manage studio settings permission. That page redirects silently instead of showing a refusal, which is why it looks like a broken link.
- My instructor says they cannot change their hours.
- Submitting locks the entries until someone decides. Approve the sheet or reject it with a reason — either frees them. Anything they log in the meantime starts a fresh draft on its own.
- I clicked Approve on a pause request and the confirm button will not press.
- The window they asked for has already ended, and the preview line in the dialog says so: “This window has already ended. Decline it and ask the family for new dates.” Decline it and ask them to request dates that have not passed.
- My admin sees Approve on a pause request but gets an error.
- Those buttons are shown by role while the action checks the Billing write permission. Open Staff → the member → Edit access and re-tick Billing Write, or make the decision yourself.
- A family says they never saw the corrected class report.
- The email goes out once, on the first publish. Edits update the report in their portal silently and badge it Edited — so a correction is visible, but it does not arrive as a new message.
- My front desk never hears about new join requests.
- That notification is addressed by role, to owners and admins. Front desk works from the Inquiries inbox itself, where the row is waiting.
Still stuck on something?
The support portal has the rest, and a real person on the other end of it.