Troubleshooting

Having trouble with Chronivio? This guide covers common issues and their solutions, plus how to get help when you need it.

Quick Fixes

Before diving into specific issues, try these quick fixes that solve most problems:

1. Refresh your browser - Press Ctrl+R (Windows) or Cmd+R (Mac)
2. Clear your browser cache - Sometimes old data causes conflicts
3. Check your internet connection - Chronivio requires a stable connection
4. Try a different browser - Chrome, Firefox, Safari, or Edge work best
5. Sign out and back in - This refreshes your session

Login & Account Issues

Can't Remember Your Password

1. Go to your workspace sign-in page
2. Click Forgot Password
3. Enter your email address
4. Check your email for the reset link
5. Click the link and create a new password

Tip: Check your spam folder if you don't see the email within a few minutes.

Account Locked After Too Many Failed Attempts

For security, accounts are temporarily locked after several failed login attempts.

Solution: Wait 15 minutes and try again, or use the password reset option.

Can't Access My Workspace URL

If you've forgotten your workspace URL:

1. Check your welcome email for the workspace URL
2. Search your email for "chronivio" to find it
3. Contact support at support@chronivio.app with your email address

Two-Factor Authentication Issues

If you're not receiving 2FA codes:

1. Check that your phone has a signal
2. Verify your phone number is correct in your profile
3. Request a new code
4. Try authentication via email instead
5. Contact support if issues persist

Calendar & Appointment Issues

Appointments Not Showing on Calendar

Possible causes and solutions:

Calendar filter is active

• Check the filter dropdown at the top of the calendar
• Make sure "All Staff" and "All Services" are selected
• Clear any date range filters

Wrong calendar view

• Try switching between Day, Week, and Month views
• The appointment might be on a different date than expected

Browser cache issue

• Refresh the page (Ctrl+R or Cmd+R)
• Clear your browser cache

Double-Booked Appointments

If the system allowed a double-booking:

Immediate fix:

1. Contact one client to reschedule
2. Update the appointment in Chronivio

Prevent future double-bookings:

1. Go to Calendar settings
2. Enable Prevent Overlapping Appointments
3. Set appropriate buffer time between appointments

Can't Delete an Appointment

If you can't delete an appointment:

Check permissions:

• You need appropriate permissions to delete appointments
• Contact your workspace admin if you're on a team

Appointment already completed:

• Completed appointments with payments can't be deleted
• You can mark them as canceled instead

Recurring Appointments Not Creating

When setting up recurring appointments:

1. Ensure you've selected "Recurring" when creating the appointment
2. Set the recurrence pattern (daily, weekly, monthly)
3. Specify an end date or number of occurrences
4. Click Create to generate all instances

Note: Recurring appointments are created as individual appointments, so changes to one don't affect others.

Customer Management Issues

Can't Find a Customer

Try these search methods:

1. Use the search bar at the top - try:

   • Full name
   • First name only
   • Last name only
   • Phone number
   • Email address

2. Check filters:

   • Clear any active filters on the Customers page
   • Try "Show All" instead of "Active Only"

3. Check spelling:

   • Names might be spelled differently than expected
   • Try partial matches

Duplicate Customer Records

If you've accidentally created duplicate records:

1. Identify which record has the most complete information
2. Manually merge data by copying notes and history to the main record
3. Delete the duplicate record
4. For future prevention, always search before creating new customers

Enterprise users: Contact support for assistance with bulk duplicate merging.

Customer Photos Not Uploading

Photo upload failures usually happen because:

File size too large:

• Maximum file size is 10MB per photo
• Compress large photos before uploading
• Use JPEG format for smaller file sizes

Unsupported format:

• Supported formats: JPEG, PNG, HEIC
• Convert other formats before uploading

Internet connection:

• Ensure stable internet connection
• Try uploading again when connection improves

Browser issue:

• Try a different browser
• Update your current browser to the latest version

Telegram Bot Issues

Bot Not Responding

If the Telegram bot isn't responding:

1. Check that you've started the bot - send /start
2. Verify your workspace is linked - send /status
3. Re-link your workspace - send /link and follow instructions
4. Restart the bot - send /stop then /start

Not Receiving Notifications

If you're not getting Telegram notifications:

1. Send /settings to the bot
2. Verify notifications are enabled
3. Check your Telegram notification settings
4. Ensure the bot isn't muted in Telegram
5. Verify your workspace has notifications enabled in Settings

Can't Upload Photos via Telegram

If photo uploads fail:

1. Verify the appointment upload code is correct
2. Check photo file size (max 10MB)
3. Ensure photo is in JPEG, PNG, or HEIC format
4. Try uploading one photo at a time
5. Check your internet connection

Authentication Failed

If you can't link your workspace:

1. Verify you're using the correct workspace URL
2. Ensure you're signed in to Chronivio on the web
3. Check that your account has Telegram integration enabled
4. Try the linking process again
5. Contact support if issue persists

Payment & Sales Issues

Can't Record a Payment

If you can't record a transaction:

Check appointment status:

• Appointment must be marked as "Completed"
• Can't add payments to canceled appointments

Verify permissions:

• You need permission to process payments
• Contact your admin if you're on a team

Check for existing payment:

• Look if payment was already recorded
• Check transaction history on the appointment

Revenue Numbers Don't Match

If your revenue totals seem incorrect:

1. Check the date range in Analytics
2. Verify filters aren't excluding some transactions
3. Ensure all payments were properly recorded
4. Check for voided or refunded transactions
5. Export transaction history to review in detail

Booking Widget Issues

Widget Not Displaying on Website

If your booking widget isn't showing:

Check embed code:

1. Verify you copied the complete embed code
2. Ensure it's placed within the <body> tags of your HTML
3. Check for any JavaScript errors in browser console

Website conflicts:

• Some themes or plugins may conflict with the widget
• Try temporarily disabling other plugins to identify conflicts
• Contact your web developer if needed

Clients Can't Book Appointments

If clients report booking problems:

Check availability:

1. Verify your working hours are set in Calendar settings
2. Ensure you have available time slots
3. Check that services are published and visible

Check widget settings:

1. Verify the widget is active in Settings
2. Check minimum notice requirements aren't too restrictive
3. Ensure maximum advance booking allows enough time

Browser compatibility:

• Test the widget in different browsers
• Ensure JavaScript is enabled
• Try on different devices (desktop, mobile)

Booked Appointments Not Showing in Calendar

If bookings aren't appearing:

1. Check that widget is properly connected to your workspace
2. Verify your workspace URL in widget settings
3. Refresh your calendar page
4. Check that the date range includes the booking date
5. Contact support if bookings still don't appear

Performance Issues

Chronivio Running Slowly

If the application feels sluggish:

Browser-related:

1. Close unnecessary tabs
2. Clear browser cache and cookies
3. Update to the latest browser version
4. Try a different browser

Internet-related:

1. Check your internet speed
2. Move closer to your WiFi router
3. Try wired connection instead of WiFi
4. Close bandwidth-heavy applications

Device-related:

1. Close other applications
2. Restart your computer
3. Check for system updates
4. Verify you meet minimum system requirements

Photos Taking Long to Load

Large photo collections may take time to load:

1. Ensure stable internet connection
2. Allow time for initial loading
3. Photos are automatically optimized for viewing
4. Consider archiving very old photos (Enterprise plan)

Data & Import Issues

Import Failed

If your data import didn't work:

Check file format:

1. Verify you're using CSV format
2. Download the template and match the structure
3. Ensure all required fields are present
4. Check for special characters that might cause issues

Check data validity:

1. Ensure dates are in correct format (YYYY-MM-DD)
2. Verify phone numbers don't include invalid characters
3. Check for duplicate entries
4. Remove any blank rows at the end of the file

File size issues:

1. Large imports may time out
2. Break large files into smaller batches
3. Import 500 records or fewer at a time

Data Export Not Arriving

If you requested a data export but haven't received it:

1. Check your spam/junk folder
2. Verify the email address in your profile is correct
3. Large exports may take 10-15 minutes to generate
4. Check the email for any error messages
5. Try requesting the export again

Mobile App Issues

Mobile App Won't Install

If you're having trouble with the mobile app:

For iOS:

1. Ensure you have iOS 13 or later
2. Check you have enough storage space
3. Try downloading via TestFlight if in beta
4. Restart your iPhone

For Android:

1. Ensure you have Android 8.0 or later
2. Check storage space
3. Enable "Unknown Sources" if installing APK directly
4. Restart your device

Mobile App Not Syncing

If changes aren't syncing between web and mobile:

1. Check your internet connection
2. Force close and reopen the app
3. Ensure you're signed in to the correct workspace
4. Try signing out and back in
5. Check for app updates in the App Store/Play Store

Browser-Specific Issues

Chrome

• Clear cache: Settings > Privacy > Clear browsing data
• Disable extensions that might interfere
• Try Incognito mode to rule out extension conflicts

Firefox

• Clear cache: Settings > Privacy & Security > Clear Data
• Disable add-ons temporarily
• Try Private Window

Safari

• Clear cache: Safari > Clear History
• Check Settings > Privacy settings
• Try in Private Browsing mode

Edge

• Clear cache: Settings > Privacy > Choose what to clear
• Reset browser settings if needed
• Try InPrivate window

Error Messages

"Session Expired"

What it means: Your login session has timed out for security.

Solution: Simply sign in again. For longer sessions, select "Keep me signed in" when logging in.

"Permission Denied"

What it means: Your account doesn't have permission for that action.

Solution: Contact your workspace administrator to request the necessary permissions.

"Network Error"

What it means: Chronivio couldn't connect to the server.

Solution:

1. Check your internet connection
2. Try refreshing the page
3. Check if other websites are working
4. Try again in a few minutes

"Invalid File Format"

What it means: The file you're trying to upload isn't supported.

Solution:

• For photos: Use JPEG, PNG, or HEIC
• For imports: Use CSV format
• Check file isn't corrupted

"Service Unavailable"

What it means: Chronivio is temporarily down (rare).

Solution:

1. Check our status page at status.chronivio.app
2. Try again in a few minutes
3. Follow @ChronivioStatus on Twitter for updates

Getting Help

Before Contacting Support

Help us help you faster by:

1. Try the quick fixes listed at the top of this page
2. Note what you were doing when the issue occurred
3. Take a screenshot if you see an error message
4. Check your account type - some features require specific plans
5. Note your browser and version (Help > About in your browser)

How to Contact Support

Email Support

• Email: support@chronivio.app
• We respond within 24 hours (usually much faster)
• Include screenshots and detailed description of the issue

Live Chat Professional & Enterprise plans

• Click the chat icon in the bottom-right corner
• Available Monday-Friday, 9 AM - 6 PM EST

Phone Support Enterprise plan only

• Available via your dedicated account manager
• For urgent issues only

What to Include in Your Support Request

Help us resolve your issue quickly by including:

1. Your workspace URL (e.g., yourname.chronivio.app)
2. Email address associated with your account
3. Description of the problem - what happened and what you expected
4. Steps to reproduce - what you did before the issue occurred
5. Screenshots or screen recordings if relevant
6. Browser and device you're using
7. When it started happening

Response Times

• Email: Within 24 hours (typically 2-4 hours during business hours)
• Live Chat: Immediate during business hours
• Phone: Immediate for Enterprise customers

Emergency Support

For critical issues affecting your business:

1. Mark email subject as "URGENT"
2. Use live chat if available
3. Call your account manager (Enterprise)

Examples of urgent issues:

• Can't access your workspace at all
• Data loss or corruption
• Security concerns
• System completely non-functional

Feature Requests & Feedback

Have an idea to make Chronivio better?

Submit Feature Requests:

• Email: feedback@chronivio.app
• Include a description of the feature and how it would help your business
• We review all suggestions for future updates

Report Bugs:

• Email: bugs@chronivio.app
• Include steps to reproduce the bug
• Screenshots are very helpful

Community Resources

Help Center: help.chronivio.app

Video Tutorials: youtube.com/chronivio

User Community: community.chronivio.app (coming soon)

Status Updates: status.chronivio.app

Still Stuck?

If you've tried everything and still need help:

1. Email support@chronivio.app with all the details
2. We'll personally investigate and help resolve your issue
3. For complex issues, we may schedule a screen-sharing session

Remember: There's no such thing as a silly question. We're here to help!