Troubleshooting
Signing & Kiosk
Section titled “Signing & Kiosk”A service type isn’t showing up during signing
Section titled “A service type isn’t showing up during signing”For a service type to appear during the signing flow, it needs two things:
- A template mapping assigned to it (or its category).
- At least one user with a seat and a license for that service type.
If either is missing, the service type is hidden from the customer.
A provider isn’t showing up in the provider list
Section titled “A provider isn’t showing up in the provider list”A provider appears in the Kiosk or Web Sign provider list only if:
- They have a seat assigned.
- They have a category or service type license for the selected service.
- If you have multiple studios, they have a studio assignment for the current studio (or no assignments, meaning they work at all studios).
Customer says they filled out a form but I can’t find it
Section titled “Customer says they filled out a form but I can’t find it”Check which studio is selected in the studio switcher — forms are filtered to the current studio. Also confirm whether the form was signed via Kiosk or Web Sign, and check the Release Forms page with the date filter set to the correct range.
Web Sign link isn’t working
Section titled “Web Sign link isn’t working”Web signing must be enabled per template. Go to the Template Designer, open the template’s Settings tab, and make sure Enable web signing is turned on.
Release Forms
Section titled “Release Forms”PDF isn’t generating
Section titled “PDF isn’t generating”Release form PDFs are generated when the session is ended. If the session hasn’t been ended yet, the PDF won’t exist. Check the form card on the session for status — if it shows an error, use the Retry button to re-queue generation.
Supplies aren’t showing on the PDF
Section titled “Supplies aren’t showing on the PDF”Print Supplies Used must be enabled in the template’s print settings. Also make sure supplies were added to the session before it was ended — the PDF is generated at the time the session ends.
Form was auto-generated without my session details
Section titled “Form was auto-generated without my session details”If a session is not ended within 7 days, a PDF is generated automatically so the signed form exists as a document. To avoid this, end your sessions promptly after the work is done. You can always reopen a session, add the details, and end it again to generate an updated PDF.
Permissions
Section titled “Permissions”I can’t see a customer’s medical conditions
Section titled “I can’t see a customer’s medical conditions”Viewing medical condition details requires the medical:customer permission. Without it, you’ll see a count of conditions but not the specifics. Ask your studio owner or manager to enable this permission for your account.
A user can’t access a feature
Section titled “A user can’t access a feature”Check their permissions in Settings > Users. REV23 uses granular permissions — each feature area has its own set of access controls. If you applied a permission template, you can fine-tune individual permissions afterward.
Templates
Section titled “Templates”I edited a template but nothing changed
Section titled “I edited a template but nothing changed”Template changes are saved as a draft revision. The draft is not used for signing until you activate it. Open the template, go to the revisions list, and activate the draft when you’re ready.
Old forms look different from new ones
Section titled “Old forms look different from new ones”Each signed form is tied to the template revision that was active when it was signed. Activating a new revision only affects future signings — previously signed forms are never changed.