Common issues across all features. For feature-specific troubleshooting, see each feature’s own doc. This file covers cross-cutting issues.
Login & Access
Can’t log in
- Verify email and password are correct
- Check caps lock
- Use “Forgot Password” to reset
- Check that your account is active (manager must re-activate if deactivated)
Forgot password
- Use the “Forgot Password” link on the login screen
- Check email (and spam folder) for reset link
- Link expires - request a new one if needed
Subscription expired - limited access
- Go to Settings > Subscription
- Click “Restore Purchases” to sync first
- If still expired, renew through App Store, Google Play, or Stripe
- Data is safe and preserved; full access returns immediately upon renewal
Staff member can’t log in
- Check their status on the Team Management page (must be Active)
- Verify they accepted the invitation
- Resend invitation if needed
- Check that staff limit hasn’t been exceeded
General App Issues
Page not loading / blank page
- Check internet connection
- Refresh the page (Ctrl+R / Cmd+R on web; pull to refresh on mobile)
- Clear browser cache (web)
- Try a different browser (web)
- Force close and reopen the app (mobile)
- Contact support if it persists
Features not working / buttons disabled
- Verify subscription is active (Settings > Subscription)
- Check your role - some features require Manager access
- Verify internet connection
- Refresh and try again
Changes not saving
- Check internet connection
- Verify required fields are filled
- Look for validation error messages (usually shown in red)
- Try saving again
- Refresh and redo if necessary
Data out of date / stale
- Refresh the page
- On mobile, pull down to refresh
- Tattoo Studio Pro syncs in real-time but display may lag briefly
Client & Queue Issues
Client not found in search
- Try searching by phone number instead of name
- Check spelling
- Try first name only, last name only, or partial name
- Check that the client exists - they may need to be created first
Queue not updating
- Refresh the page
- Check that the client actually completed and submitted their form
- Check pagination - client may be on another page
Checkout button disabled
- Client’s form status must be “Complete” (green)
- Use Quick Sale (Cash Only) if no form is needed
Forms Issues
Form not loading on kiosk
- Check internet connection
- Refresh the page
- Verify forms are configured in Settings > Forms
- Ensure correct language is selected if forms have multiple languages
Signature not accepting
- Try signing more slowly and clearly
- Use a stylus if available
- Ensure screen is clean
- Try a different device if possible
Form saved but not in archive
- Forms archive may have a brief delay
- Refresh the archive
- Check date range filters
- Contact support if a specific form should be present
Payment Issues
Card payment not processing
- Verify Stripe is connected and onboarding is complete (Settings > Payments)
- Check card reader connection (mobile)
- Try a different card
- Verify the amount is correct (not $0)
- Contact Stripe support if connection issues persist
Balance not reaching zero
- Ensure all payment amounts are entered correctly
- Verify deposit amount is accurate
- Add more payment methods to cover the remaining balance
Transaction completed but not in reports
- Wait a moment and refresh reports
- Check date filters - ensure “today” is in range
- Contact support if data is genuinely missing
Subscription & Billing Issues
Subscription shows expired but is active
- Settings > Subscription → “Restore Purchases”
- Verify active subscription in App Store / Google Play / Stripe - see Subscription Billing for step-by-step instructions per platform
- Contact support if discrepancy continues (may be a RevenueCat sync issue)
Restore Purchases didn’t work
- Confirm the subscription is active on the originating platform using the step-by-step instructions in Subscription Billing
- If the platform shows Active but the app still shows Expired, contact support
Charged but no subscription showing
- Verify you’re signed in with the Apple ID / Google account used when subscribing
- See Subscription Billing for how to check each platform
- Contact support if you still can’t locate the subscription
Duplicate subscriptions
- Can happen if subscribed on multiple platforms - contact support to resolve
- Cancel the duplicate directly through App Store or Google Play
Team limit reached
- Check the Team Management page, the indicator at the top says “X of Y team members used”
- Deactivate unused team accounts from their team profile to free slots (Permissions section)
- Managers and Health Officials don’t count toward the limit
- Upgrade plan for more slots
Can’t change plan
- Changes via App Store / Google Play must be done through those platforms
- Stripe subscribers can manage via Settings > Subscription
Messages & Reminders
Variables not replaced in messages
- Check exact spelling:
{CLIENT_FIRST_NAME}(curly braces, all caps, underscores) - Verify client and appointment data are complete
Clients not receiving messages
- Verify client has a valid phone number or email
- Check notification settings
- Contact support to review delivery logs
Sharing & Public Links
Portfolio / check-in / request form link not working
- Verify your Studio Profile is filled out (the link is built from your studio’s account ID, so an incomplete profile can break it)
- Test in incognito/private browsing
- Refresh and copy the link again from Settings > Sharing
- Contact support if the link still fails
Embed code not working on website
- Ensure the full iframe code was pasted (both opening and closing tags)
- Some website builders restrict iframes, check your platform’s content settings
- Test the URL directly in a browser first
- Confirm the embed code includes
?embed=1, which hides the studio header on the embedded form
Getting Support
If troubleshooting steps don’t resolve an issue, the fastest way to get help is the Dot help widget in the lower-right corner of the app and the help center. Dot can answer feature questions and find the right article instantly. If Dot can’t resolve it, escalate to email.
For human support:
- Note the specifics: what were you trying to do, what happened, what error message (if any)?
- Email support@tattoostudiopro.com
- Include: platform (web/iOS/Android), app version, what you were doing, and the exact error message
For billing issues specific to App Store or Google Play, you may also need to contact Apple or Google directly. See the Subscription & Billing guide for the platform-specific steps.
Related Docs
All feature-specific troubleshooting is in the relevant doc: