Clients cannot book

No slots are showing

Check in this order: an availability rule covers the dates being viewed; the rule has not expired; the days are not blocked as leave; Google Calendar does not show you busy; and the booking notice, 24 hours by default, is not excluding everything available. See Availability, Calendar and Google Sync.

The booking page shows nothing to book

The service is probably not public, or is set to hidden so it does not appear on your profile. Check both switches on the service.

The link does not work

A changed profile handle breaks previously shared links. Copy the current link from Profile Settings and reshare it.

The client cannot find a time that suits them

Book it for them from your dashboard, where you can include slots outside your normal working hours as a deliberate exception.

Payments and money look wrong

Revenue looks lower than it should

Cash payments you have not marked received stay pending and are not counted. Filter transactions by pending payment status to find them.

A client says they paid but it shows unpaid

For online payments check the transaction row for a failed attempt. For bank transfers look for uploaded payment proof waiting for your approval.

An invoice shows an outstanding balance incorrectly

Invoices reflect recorded payment status. Mark the cash payment received and the balance clears.

A refund has not reached the client

Online refunds follow your payment provider timeline, commonly several working days. Cash refunds are transferred by you, and PracFlow only records the amount.

Commission was charged on a cancelled session

Cancelling reverses the commission as a credit to your wallet. Check the wallet ledger for a commission reversal entry.

Video sessions and meeting links

No meeting link was created

Automatic link creation requires Google Calendar to be connected. Connect it, switch the service to a fixed link, or add a link manually from the appointment actions menu.

Appointments are not appearing in Google Calendar

Check the connection in Profile Settings and confirm you selected the calendar you are actually looking at. Many therapists write to a dedicated work calendar.

The client has the wrong link

Update the link on the appointment and resend. Make sure the meeting link updated notification is enabled in Communication Settings so the client is told automatically.

Access and permissions

A feature shows an upgrade prompt

Coupons, Assignments, Analytics and Teams are premium. Start a trial or upgrade from Subscriptions. Only the practice owner can change the plan.

A team member cannot reach a page

Business Settings, Profile Customisation, Subscriptions and the Affiliate Program are owner only. Teams is not available to members. This is by design.

A team member cannot create a service or coupon

The owner enables these permissions in Business Settings under team permissions.

A team member sees an access denied screen

Their account is deactivated or removed. Reactivate them from Teams.

Client contact details are hidden

The owner has masked email or phone for members in Business Settings. Sessions, notes and messaging still work normally.

Notes and documents

A note is not attached to the right client

Moving a note into a custom folder clears its client and appointment link. Keep notes in the client folder if that link matters.

A report cannot be sent

Reports must be approved before sending, and approval requires a signature. Check the report is not still pending approval.

Printed documents have no letterhead

Set up letterhead in Business Settings.

Getting help

Use the floating Need Help? button in the dashboard, or Support in your account menu, to raise a request without losing your place. You can also email support@pracflow.ai.

When reporting a problem with a booking or payment, include the order or appointment reference and the client's name. It is the difference between a same-day answer and a long exchange establishing which session you mean.

The Take Tour button at the bottom of the sidebar replays the guided walkthrough, which is useful when onboarding a new team member.