Troubleshooting: when something doesn’t look right

The four things operators run into most, symptom first, then exactly what to check.

A customer can't install the app

• Android (Chrome) — an Install button appears inside your app when the browser allows it. If the customer dismissed the browser's own prompt, Chrome won't offer again in the same session — closing and reopening the browser brings the button back.
• iPhone (Safari) — Apple never shows an install prompt. Your app detects this and shows the three manual steps instead: open the Share menu, choose Add to Home Screen, confirm.
• Either way, installing is optional. Booking, live queue status, and payment all work in a normal browser tab.

Notifications aren't arriving

Work down this list:

1. Permission — the customer must have allowed notifications when the app asked (it asks right after a booking). If they tapped block, the browser remembers: they need to re-allow it in the browser's settings for your site — the app can't re-ask on its own.
2. iPhone — notifications only work once the app has been added to the Home Screen; a plain Safari tab won't receive push.
3. Expectations — pushes fire when a ticket joins the queue, starts washing, is ready, is cancelled, or is put on hold — plus tier-up congratulations. There is no push on collection — a missing "receipt" notification isn't a fault; it doesn't exist.
4. Marketing specifically — opt-outs and quiet hours (22:00–08:00 by default) silently and correctly swallow marketing pushes. Your broadcast summary names exactly how many were skipped and why.

A payment link expired

Two different cases:

• A customer paying for a wash online — payment pages are single-use and short-lived by design. The fix is simply to tap Pay again: every tap issues a fresh link. Abandoned attempts expire on their own and never charge anyone.
• Your own subscription invoice — on the Billing page, use Regenerate next to the invoice to get a fresh payment link. Only the newest link can settle an invoice; older ones are refused rather than risking a double charge.

My outlet isn't showing on the public directory

Check in this order:

1. The switch — Show my outlets on the public directory, at the bottom of the Hours page, must be on. It's off by default for every new account.
2. Outlet status — only active outlets are listed. An outlet you've closed or removed drops off the directory automatically.
3. Timing — changes flow through within moments of saving. Flip the switch off and on again to force a fresh sync if you suspect a hiccup.
4. Curation — the network moderates the public directory and can hide a listing that breaks its rules. If you believe you're hidden by mistake, write to us via the Contact page.

Still stuck?

The Contact page reaches a human within one business day — and the WhatsApp line in the footer is faster. Tell us what you saw and what you expected; screenshots help.