Troubleshooting
Common issues, error messages, and how to fix them
19 articles
I'm not receiving verification emails
Check your spam/junk folder first. Verification codes are sent from our Google Mail integration. If you still don't see the email: 1) Make s...
My Stripe Connect setup is stuck or failing
Stripe Connect requires identity verification which can take extra time. Ensure you've: 1) Completed all required fields in the Stripe onboa...
Stripe says my account is restricted
Stripe may restrict accounts due to incomplete verification, suspicious activity, or policy violations. Log into your [Stripe Dashboard](htt...
Clients can't see any available time slots
Check these settings in [Dashboard > Settings](https://app.studiosplitz.com/dashboard/studio): 1) Verify your operating hours are set for th...
A payment failed but the booking was created
If a payment fails during or after booking creation, the booking status stays as 'pending' or 'awaiting payment'. The system automatically c...
Session files won't upload
Troubleshoot uploads: 1) Check the file type is supported (WAV, MP3, PDF, PNG, etc.). 2) Verify file size is within limits. 3) Check your in...
My analytics aren't showing any data
Analytics require completed sessions with processed payments to generate meaningful data. If you've just started, the analytics section on y...
I forgot my password and can't access my account
To reset your password: 1) Go to the [Login page](https://app.studiosplitz.com/login). 2) Click 'Forgot Password'. 3) Enter your registered ...
The booking page shows 'no rooms available'
This means either: 1) No rooms have been created yet - add rooms from the Rooms tab in your [Studio Dashboard](https://app.studiosplitz.com/...
A client was charged but the booking shows as cancelled
This can happen in rare timing scenarios. Check your [Stripe Dashboard](https://dashboard.stripe.com) for the transaction. If the payment wa...
My studio page shows a 404 error
This usually means your studio slug has changed or was never set. To check: 1) Go to [Dashboard > Settings](https://app.studiosplitz.com/das...
Booking confirmation emails have wrong times
Email times are based on the timezone of the booking. To verify your timezone: 1) Go to [Dashboard > Settings](https://app.studiosplitz.com/...
I see 'plan limit reached' when adding a room or contributor
Your current plan has a maximum number of rooms and contributors. Starter: 1 room/1 contributor, Pro: 2 rooms/3 contributors, Studio: unlimi...
Revenue splits don't add up to what I expected
Check these factors: 1) Platform fee is deducted first (varies by plan - see [Pricing](/pricing)). 2) Stripe processing fees are separate. 3...
The page is blank or shows a white screen
A blank page usually indicates a JavaScript error. Try: 1) Hard refresh (Ctrl+Shift+R or Cmd+Shift+R). 2) Clear browser cache and cookies. 3...
I'm getting logged out unexpectedly
Session timeouts can occur due to: 1) Extended inactivity. 2) Browser cookie settings (ensure cookies are allowed for our site). 3) Privacy/...
My dashboard is slow or unresponsive
Dashboard performance depends on: 1) Your internet connection speed. 2) Number of bookings and data loaded. 3) Browser performance. Try: cle...
I accidentally cancelled a booking. Can I undo it?
Cancelled bookings cannot be automatically restored. The client will need to make a new booking for the desired time slot on your public boo...
My contributor/engineer can't log in
Ensure they: 1) Are using the correct email (the one the invite was sent to). 2) Have completed the account creation from the invite link. 3...
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