Troubleshooting
Signing and Kiosk
Section titled “Signing and 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 skill 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).
A provider is offered for services they don’t perform
Section titled “A provider is offered for services they don’t perform”A category skill covers every service in that category. On the user’s Artist setup tab, remove the category skill, select Add services, then choose All except… or Specific services only. See When someone doesn’t perform everything for the full setup.
If nobody at the studio performs the service, remove it from service types instead — it disappears from check-in, booking, and everywhere else.
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.
I can’t text or email a booking’s sign link
Section titled “I can’t text or email a booking’s sign link”Select Begin visit and use the reason shown in Collect the form first:
- Correct an invalid phone number or use email when the phone region is not supported.
- Add the customer’s birthdate. The private link uses it to confirm who is signing.
- Add the missing email address when sending by email.
- Enable web signing on at least one template mapped to the booking’s services, or use Kiosk instead.
The booking must be approved, unsigned, and inside its signing window. Sending from the gate works even when the automatic sign-your-form reminder is off. See Sign from a booking.
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”A signed form still without a PDF seven days after signing is generated automatically so the signed form exists as a document — as long as the visit has an assigned provider. To avoid this, end your sessions promptly after the work is done. You can reopen a session, add the details, and end it again to generate an updated PDF.
Features and access
Section titled “Features and access”The app says there are too many requests
Section titled “The app says there are too many requests”REV23 returns HTTP 429 when a request limit is reached. Wait for the countdown to finish or for Try again to become available, then retry the action.
A page says a feature isn’t enabled
Section titled “A page says a feature isn’t enabled”Booking, Sales, or Payroll is turned off for the Cloud. The subscription owner can open Settings → Cloud → Features, turn on the named feature, and try again. Turning a feature back on restores its saved data and settings.
This is different from a permission error. A feature-off request reports HTTP 402 with the problem code module-not-enabled; a user who lacks permission needs the matching role or permission instead. See Features.
The Cloud is suspended or reports 451
Section titled “The Cloud is suspended or reports 451”HTTP 451 with the problem code subscription-suspended means REV23 has suspended the Cloud. Contact REV23 Support; changing a role, permission, or feature switch will not clear it.
A suspension or reinstatement can take up to 15 minutes to reach every cached request. After REV23 Support clears the suspension, reload the app and retry. If the 451 response remains, wait for the cache window to pass and try again.
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 Customers → Medical Info permission. It comes with every skill; without it, you’ll see a count of conditions but not the specifics. Ask your studio owner or manager to add it to your account.
A user can’t access a feature
Section titled “A user can’t access a feature”Check their permissions under Settings → Team & Access → Team Members. Most permissions come from the user’s role or their skills — if a feature is missing, usually assigning the right role or adding the relevant skill is enough. The Permissions tab also has individual overrides for edge cases.
Delete confirmations
Section titled “Delete confirmations”Delete changed to Force delete
Section titled “Delete changed to Force delete”REV23 first tries the normal delete. If the record has related data that can be removed safely, the app shows a second confirmation labeled Force delete. Review the listed effects before continuing. Some force-delete dialogs require you to type DELETE.
Force delete still requires the delete permission for that area. Signed release forms require Forms → Delete, which no built-in role includes. Some dependencies cannot be removed safely, so the app blocks deletion instead of offering a force option.
Use cancellation instead of deletion when a booking or service represents work that actually happened. Deletion is for duplicate, test, or otherwise invalid records.
Support details
Section titled “Support details”Support asked for a record ID
Section titled “Support asked for a record ID”Customer, booking, service, session, checkout, credit, idea, and care journey pages show a copy button beside the record ID. Open the affected record, copy its ID, and include it with the studio name when contacting REV23 Support. The ID identifies the exact record without relying on a customer name or appointment time.
Templates
Section titled “Templates”I edited a template but nothing changed
Section titled “I edited a template but nothing changed”If the revision already has signed forms, Save as Draft creates a new draft revision instead of changing those records. 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. If the revision has no signed forms, Save updates it directly.
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.