Help Center
Quick answers for the most common questions.
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Booking
How can I reschedule my booking?
You can reschedule directly from your booking details if the salon allows changes for that slot.
What to do
- Open your bookings in account area.
- Select the booking you want to change.
- Tap reschedule and choose a new available time.
⚠️ Some bookings cannot be rescheduled close to appointment time depending on salon policy.
Why can my booking request fail?
Booking can fail when availability or account requirements are not met at confirmation time.
Possible reasons
- The selected time was taken by another customer.
- Your account is temporarily restricted.
- Required contact details are missing in your profile.
What to do
- Refresh available time slots and pick another time.
- Check your account banner for restriction instructions.
- Update your contact details in settings and try again.
Can I cancel a booking anytime?
Cancellation availability depends on salon rules and how close the appointment is.
Possible reasons
- Some salons allow cancellation only before a cutoff time.
- Late cancellations may be blocked or treated differently.
What to do
- Open your bookings and check booking details.
- If cancellation is available, confirm cancellation there.
- If not available, contact salon or support with booking reference.
Account
I cannot sign in. What should I do?
Most sign-in issues are caused by wrong credentials, expired links, or account restrictions.
What to do
- Try password reset and use the latest reset email.
- Make sure you sign in with the same email used for your account.
- If still blocked, send a support request with your email and error details.
How do I update my phone number?
Phone number is managed in your account settings and may be required for booking safety checks.
What to do
- Open Settings.
- Update your phone number and save changes.
- If prompted, complete phone verification.
Why do I need to verify my phone?
Phone verification helps reduce fraud and allows safer booking confirmations for both clients and businesses.
Possible reasons
- Prevents fake or abusive booking activity.
- Improves account trust and booking reliability.
- Required for some risk-checked actions.
What to do
- Open Settings and check your phone field.
- Complete verification if prompted.
- Retry the blocked action after verification.
What happens if my contact info is missing?
Some booking actions may be limited until your account has valid contact details.
Possible reasons
- Salons need a reachable contact for booking updates.
- Safety checks may require complete profile contact.
What to do
- Add phone and email/contact details in Settings.
- Save changes and refresh your booking flow.
- If the restriction remains, contact support with your account email.
Payments
Do I get refunded after cancellation?
Refund outcomes depend on salon cancellation policy and payment status at the moment of cancellation.
Possible reasons
- Cancellation before cutoff may be fully refundable.
- Late cancellation may be partially refundable or non-refundable.
- Some bookings are pay-at-salon and have no online charge.
What to do
- Check booking details and cancellation time.
- Keep booking reference, date, and salon name.
- Contact support for manual review if refund is unclear.
When am I charged?
Charge timing depends on the selected salon and payment model (online payment or pay-at-salon).
Possible reasons
- Some services charge at booking confirmation.
- Some services charge at salon after appointment.
What to do
- Review payment note in booking confirmation screen.
- Check booking confirmation email for payment terms.
- If charge timing is unclear, contact support before retrying payment.
Where can I see payment history?
You can verify payment-related activity via booking history and confirmation emails.
What to do
- Open your bookings and select the relevant appointment.
- Check confirmation emails for payment status and reference.
- If data looks inconsistent, contact support with booking reference.
Moderation / Restrictions
What does “account restricted” mean?
Restricted means your account has temporary limits while safety checks are in progress.
Possible reasons
- Contact details require update or verification.
- Unusual behavior was detected by anti-abuse checks.
- Manual review is in progress.
What does “account restricted” mean in practice?
It means some actions are limited until checks are completed, but your account is not necessarily permanently blocked.
What to do
- Check the restriction banner to see the recommended next action.
- Complete requested update or verification step.
- Use support if restrictions remain after steps are completed.
What should I do first if my account is restricted?
Start with the action shown in your restriction banner. It points to the fastest recovery path.
What to do
- Open the banner action and complete requested step (settings/help/contact).
- If asked, update contact details or verification data.
- If still restricted, submit a support request with account email and context.
Should I wait or contact support immediately?
If the banner gives a self-fix step, do that first. Contact support when restriction remains or reason is unclear.
What to do
- Complete the banner-recommended action.
- Wait for the account state to refresh.
- If not resolved, contact support and include your request reference.
⚠️ Repeated attempts without completing required steps may not remove restrictions.
How can I appeal a moderation decision?
You can appeal by sending a support request with clear context and account details.
What to do
- Open Contact Support form.
- Choose account/moderation-related topic.
- Include your account email, timeline, and why you think this is a mistake.