## Client can't book a class ![](https://8xqtpsgmn1fym6qi.public.blob.vercel-storage.com/images/clients/1775445104599-screenshot-2026-04-05-at-8.11.39-pm.png) The class is at capacity. Options: - Add them to the waitlist (if enabled) — they'll be notified if a spot opens - Add them manually from your dashboard regardless of capacity (staff can override limits) - Move them from another class they're already in Check: - **Booking window** — the class may be too far in advance or the booking window has closed - **Delayed scheduling** — if you use delayed scheduling, the class may not be visible yet - **Class is hidden** — verify the class isn't set to private or hidden - **Service type restrictions** — the client may not have the required tag to see the class Common causes: - Their card on file has expired or is being declined — ask them to update their payment method - They're trying to use a package that doesn't cover that class type - Their membership is past due - They've already booked this class (overlapping reservation) ## Client's package or membership isn't unlocking a class or video Confirm: - The pricing option is connected to this class type or service - The client's package isn't expired or fully used - The membership is active (not past due or canceled) - If it's a video, that the video pricing settings allow subscription/package access (not set to "drop-in only") ## Client login issues 1. Confirm they have an account — search for them in **Customers → Clients** 2. Direct them to the password reset page on your booking site 3. They should search their inbox for a "Password reset for Arketa" email from arketa-noreply@arketa.co 4. If they can't find it, have them check spam 5. If it still doesn't work, contact support See [password reset](/clients/account/password-reset) for a full guide. ## Client is on the waitlist but didn't get the spot Waitlist spots are filled by position (1 gets the next spot). Check: - Was the waitlist reordered recently? (Staff can manually reorder) - Was automatic waitlisting enabled? If so, the client's payment method may have failed - Was the spot filled outside the waitlist close window?

Booking issues

Client can't book a class

'Class is full' — client wants to book but it's at capacity

Client can't see the class on the schedule

Client gets an error during checkout

Client's package or membership isn't unlocking a class or video

Package/membership won't apply at checkout

Client login issues

Client can't log in or forgot their password

Client is on the waitlist but didn't get the spot

Waitlist position issue