Troubleshooting & FAQ

Quick, reassuring answers to the questions salon owners ask most — why a message didn't send, why a slot won't book, where a price comes from, and how to read your numbers.

Most "something's broken" moments in Gloora turn out to be a setting doing exactly what it should. This page walks through the common ones, grouped by where they show up, with the fix in each answer.

Messages to your clients

Why didn't my client get their WhatsApp or email?

Nine times out of ten it's one of four things, and each takes a moment to check.

Credit. WhatsApp and SMS are paid per message, and every automated message runs through your Messaging credit wallet. When the balance reaches zero, sending is held and the channels show Needs credit until you top up with Buy credit on Settings → Customer Notifications.
The channel is switched off. On that same page each channel — Email, WhatsApp, SMS — has its own on/off. WhatsApp is off until you turn it on: nothing travels over it until you enable Gloora's shared number or connect your own under Your brand.
The client can't receive it. A client needs a valid email or phone number on file, and must not have opted out of that channel. Anyone missing a contact detail or a consent is skipped automatically — you can see and fix their per-channel consent in their client record.
For promotions, the template isn't approved yet. Marketing blasts over WhatsApp must use a Meta-approved template — see WhatsApp campaigns.

To see exactly what happened to any single message, open View sending activity — the delivery log lists every send with its status.

Credit is the master switch

An empty wallet is the most common reason a confirmation seems to "vanish." At a zero balance every paid channel is held — the message isn't lost, it simply waits. Top up and sending resumes. Keep a little credit in reserve so a busy week never quietly stops your reminders. Full detail in Customer notifications and Messaging usage.

Bookings and your booking page

Why can't a client book a particular time slot?

Your booking page only offers a slot when everything it needs is genuinely free — so an empty or greyed-out time is the system protecting you from an impossible appointment. The usual reasons:

The branch is closed then — outside your working hours for that day, or inside a holiday or seasonal closure.
No suitable stylist is working. A slot needs a stylist who performs that service and is on shift, not on a day off or time off. If a client picked one specific stylist, an off day shows their card as Off today; with "Any stylist" the time simply drops out when nobody eligible is free.
It's too soon. Each branch has a Min notice (hours) lead time, so same-day slots inside that window — and any time already in the past — aren't offered.
Everyone is already booked for that window, including the prep and clean-up time each service reserves around itself.
A required room or piece of equipment is fully booked — see Resources.

Two settings catch owners out: a stylist must be assigned to the service, and their Show on public booking page toggle must be on, or they never appear online at all. To move an existing appointment yourself, Reschedule… from the booking's menu shows only the branch's real free times — see Bookings.

Every branch has its own public page at app.gloora.ai/your-workspace/your-branch. Open Settings → Branches: the open-in-new icon (View public booking page) previews the live page, and inside a branch the Copy button copies the exact link to paste into Instagram, Google, or a WhatsApp reply. Because the address is built from your workspace and branch names, renaming a branch changes its link — so reshare it anywhere you've printed or pinned it. More in Branches & brands.

Prices

That's per-stylist pricing working as intended — a senior stylist can charge more for the same service than a junior. Open Catalog → Services, pick the service, and go to its Stylist pricing tab. Each eligible stylist can carry their own price; leave it blank and they charge the standard menu price, and booking "Any professional" always charges the standard price too. When a stylist's own price differs, clients see it under that stylist's name as they book. To put one back to the menu price, clear the field with Reset. See The catalog.

Reports and numbers

The numbers in a report look wrong — why?

Almost always the figure is right and simply answering a narrower question than you expected. Check these first:

The date range and branch filter. Every report is scoped to the window and branch you've selected. A "missing" sale is usually just outside the range or sitting in another branch — widen the range, or switch to all branches.
You're reading one currency's card. If your branches take different currencies, each report shows a separate card per currency and never adds them together — mixing dirhams and pounds under one total would be meaningless. A total that looks low is often just one currency's slice.
Refunds pull the total down. A refund is booked back against the period it belongs to, so a refunded sale reduces that period's revenue rather than appearing as a separate line.
Tips and tax aren't your income. Tips collected pass straight through to staff, and the tax you collect is money held for the government — neither is your earnings, so both sit apart from profit.

The Simple / Advanced switch only changes how much detail you see, never the underlying numbers. Full walkthrough in Reports and Financial reports.

Two currencies never share a total

If you run branches in different currencies, this is the single biggest source of "the maths looks off." Gloora keeps each currency in its own card on purpose — read the card that matches the branch you're asking about and the numbers will reconcile.

Your subscription and team

Trial, plan, wallet — what am I actually paying for?

There are two separate money flows, and it's worth keeping them straight:

Your Gloora subscription is what you pay Gloora — your plan, your branch count, and any add-ons. You start on a 7-day free trial with no card required; upgrades take effect immediately and are prorated, while downgrades apply at your next renewal. Manage all of it under Settings → Subscription, including USAGE THIS CYCLE so you can tell whether it's time to size up. See Your subscription.
Your messaging wallet is separate, pay-as-you-go credit that funds WhatsApp and SMS to your clients. Running it dry pauses messages, not your account.

Neither of those is the money your salon collects from its own clients — that's yours, tracked under Payments and Reports.

A team member can't see a page they need

Access is set by a person's role, not by them individually. Open Settings → Roles, open their role, and switch on the section under Pages — that's what controls their sidebar. One catch worth knowing: every custom role has a Base role (privilege ceiling) that caps how far its permissions can reach, so a role built on Staff can't be granted owner-level access no matter which toggles you flip. Owners always see everything. Full detail in Team & roles.