Troubleshooting and FAQ

Use this section when you know what you are trying to do, but BeautyApp still seems to block the action or show something unexpected. It is designed to help salon teams solve the obvious causes first before raising a support issue.

If access is blocked — Ask configuration questions first

Before assuming something is broken, check whether the person is still finishing setup, has the right access level, is signed into the correct salon, or has reached a plan limit.

• Is onboarding incomplete?
• Is the wrong role or salon account being used?
• Is the system blocking an action due to plan limits?

If totals look wrong — Separate pricing logic from display logic

VAT, vouchers, and manual discounts all have explicit rules. Most "wrong total" reports are rule misunderstandings rather than arithmetic bugs.

• Is VAT enabled and expected to be extracted, not added?
• Is a manual discount blocking voucher use?
• Does the voucher actually target this basket and channel?

If exports disappoint — Know what the report PDF is supposed to do

The PDF is meant to be a cleaner document version of the report, not an exact screenshot of what the browser looks like.

• Run the report first and confirm the on-screen result.
• Expect cleaner PDF layout and branding than the browser canvas.
• If data is missing in PDF, verify the active report state before export.

Frequently Asked Questions

I cannot access the dashboard

If setup is not finished, BeautyApp may send the user back to the checklist instead of the dashboard. If setup is complete, check whether the account is active, whether the person has the right access level, and whether they are signed into the correct salon.

I cannot add another therapist or location

This is usually a plan limit rather than a page error. If your subscription only allows a certain number of therapists or locations, BeautyApp will stop extra records from being created until the plan is upgraded.

My voucher code is not applying

Check the date range, usage limits, minimum spend, customer rules, and whether another manual discount is already in use. Also make sure the voucher was created for the kind of booking, sale, or item the client is trying to use it on.

VAT totals do not look like an extra charge

That is expected. BeautyApp treats VAT as part of the listed selling price when VAT is enabled, then shows the VAT portion separately for clarity on invoices and reports.

The PDF save looks different from the on-screen report

That is normal. The screen is designed for browsing, while the PDF is designed for saving, printing, and sharing. Because of that, the PDF uses cleaner spacing, branding, and table layout.

AI setup is failing

First confirm the setup is being done by an owner or admin. Then check that the correct AI provider was chosen and that the copied account details are complete and current. If the test still fails, the issue may sit with the provider details rather than with BeautyApp itself.