Troubleshooting
The questions the front desk actually asks — a package that will not book, a member who did not get a message, a cash box that does not balance.
"This member's package won't book the class"
The reason is on the row, not hidden:
| It says | It means |
|---|---|
| For Zamalek only | The package was sold for specific branches. Offer Book as walk-in. |
| No credit left | Credits used up. Sell a new package or book a walk-in. |
| Expired | Past its end date. Adjust the dates if there is a reason, or sell again. |
| Not started yet | Frozen, or dated to start later. Unfreeze, or move the start date. |
| Doesn't cover this class | The class family is not in the package. |
"A member says they didn't get the message"
Settings → Notifications → Log, filter by that customer. Each row has a status:
- Sent — it went. Check push permissions on their phone, or their spam folder.
- Failed — the error is shown; Retry from the log.
- Skipped — usually opted out of marketing, or no address on that channel.
- Pending — still queued.
"The cash box doesn't match the drawer"
Work through it in this order:
- Unrecorded settlement — cash went to the bank and nobody logged it. Log a cash settlement.
- Cash expense paid from the drawer — log it with the right date.
- Cash wages — paying a payslip in cash takes it out; paying outside Owelz does not.
- A sale recorded as digital that was cash, or the reverse.
Filter the wallet to cash only for the day in question and read down. Owelz lets the box go negative on purpose — a box that drifts negative every month means a source is going unrecorded, which is what to chase.
"An instructor's payslip is wrong"
- Sessions missing → they were not marked as taught, or the session had a different instructor. Fix the session, then Recompute the draft period.
- Wrong amount per session → the rate is on the session, captured when it was created. Fix the session, recompute.
- Salary wrong → check the employment start and end dates; the base salary prorates from them.
- Period already approved → reopen it (with a reason) if nothing is paid. If it is paid, put a Correction on the next period. See payslips and adjustments.
"A number on Home says 'Not enough data yet'"
Retention needs 12 months of history; churn rate and cohort metrics need a minimum number of members. Owelz states the condition rather than printing a number built on four people. See Home.
"An admin can't see a page"
Their role does not include it. A hidden page is absent rather than disabled, so it 404s. Edit the role — the change lands on their next click, with no sign-out.
"An import row was refused"
The preview names the problem per row: an unknown lookup ("No class named 'Reformr'"), a date that reads as the wrong year, a session balance that does not reconcile. Download just the problem rows, fix them, import that file. See import your data.
Still stuck
Email support@owelz.com with the studio name, the page, and what you expected to see. A screenshot of the row settles most questions in one reply.