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Help Center · 6 articles

Troubleshooting

When something is not working: messages that did not arrive, payments that are stuck, and features you cannot see.

Articles in Troubleshooting

  1. A client can't log in to the portal
    Start here

    Expired invitations, the wrong email address, clients using the wrong link, and the difference between having a client record and having a portal login.

  2. A payment failed or is stuck
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    Declined cards, payments sitting on "pending", invoices that stay unpaid after the customer paid, and money that has left the customer but not arrived in your bank.

  3. Fixing duplicate clients and pets
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    Alaga has no merge button, so duplicates are fixed by moving the pets across and retiring the empty record. What history moves, what stays behind, and why deleting is sometimes blocked.

  4. I can't see a feature other people can
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    A missing menu item is nearly always one of three things: your role, a permission your role template does not include, or a feature your plan does not cover. How to tell which.

  5. Why didn't my reminder send?
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    A reminder has to clear eight checks before it goes out. Work down them in order — the answer is almost always the Delivery Log, a switch that is off, or an appointment booked too late to qualify.

  6. The app looks out of date or is behaving oddly

    Alaga keeps a copy of itself on your device so it loads fast and survives a patchy connection. When that copy is old you see yesterday's version. How to force it to update.

Not finding it in Troubleshooting?

Email support@alaga.io or send a note through the contact page and a person replies within one business day. Not on Alaga yet? A demo walks through the exact workflow you are asking about.

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