Question 1

You can't sign in

Accepted Answer

Sign in with the email you signed up with and your password. Forgotten it? Use the reset link on the sign-in screen. Signing in takes the email you signed up with and your password. There is no code texted to you and no magic link at sign-in, so don't wait for one. Forgotten your password 1. Tap "Forgot your password?" under the password box. 2. Type your email and tap Send link. 3. We email you a link. Give it a few minutes, then check your spam folder. 4. Open the link and set a new password. Joining someone else's business The first time, don't use the sign-in form. Tap "Have an invite code?" at the bottom of the screen, type the 6-character code your owner gave you, and set your own password as you join. A code lasts 7 days and only works once. Signed in, but the app won't open "Your account isn't active yet." means your payment hasn't come through yet. Give a new one a few minutes, then contact support. "Your business's plan isn't active." is what a team member sees. Ask the owner to finish signing up. "Account Deletion Pending" means the account is due to be deleted. Tap "Reactivate Account" to keep it. Use the address your Clippers Base email arrives at, not another one you use.

Question 2

Getting help from a human

Accepted Answer

Open Contact support from your profile menu and tell us what happened. We reply in the app, usually the same day. Tap your photo in the top corner, then Help & support, then Contact support, and describe what's up. It's a conversation, not a form — our reply lands back in the same thread and the row is marked New reply. On a computer, use the ? in the top bar, then Message support. It works with no signal too. The message is saved on your phone and sends itself when you're back in range. What to tell us 1. What you were doing, and what happened instead of what you expected. 2. The client, dog or booking it happened on — a name and a date is enough for us to find it. 3. Whether it happens every time, or happened once. 4. The version number at the bottom of the Help screen. The box takes text only, so if an error message came up, type it out word for word. Prefer email? support@clippersbase.com.

Question 3

Working with no signal

Accepted Answer

The app keeps your whole business on the phone, so a dead zone doesn't stop you. Anything that needs the internet waits and goes when you're back. The app keeps a copy of your business on the phone. With no signal you can still open your day, make and change bookings, add clients and dogs, run checkout and share an invoice. An Offline badge appears at the top of the Schedule once you've been out of range for about ten seconds. What waits until you're back Texts queue up. The Schedule shows how many are waiting and sends them the moment you reconnect. A voice note is saved straight away, but its text says "Offline — we'll transcribe this once you're back online". An invoice made offline has no number yet, so the PDF shows PENDING where the number goes. The app warns you before you share it. Card payments, Google Calendar, the weather and drive times all need a connection. Changing a repeat's future bookings needs a sync since last night. If it says "Sync this phone first", get a signal. Why something isn't on this device yet A new phone has to pull your whole business down the first time you sign in. If a booking or client someone else added isn't showing, both phones need to have been online since. Don't make it again. When sync catches up you'll have two of them. The web portal needs a connection every time.

Question 4

Getting a copy of your data

Accepted Answer

Email us and we'll send you the lot. Deleting your account does not produce a copy — ask before you delete, not after. Your clients, bookings and invoices are yours. There is no download button for the lot yet, so email support@clippersbase.com and we'll send you a full copy. On a computer you can export payments and BAS figures as a CSV from Transactions and Reports. Deleting your account does not create a copy of anything. Ask us for your data first. If you delete your account You won't be charged again, and you keep access until the end of what you've paid for. Everything is held for 30 days. Sign in during that time and tap Reactivate Account to get it all back. After 30 days your clients, bookings, invoices, services and settings are permanently deleted and cannot be recovered. A Founder price goes too. If your plan had already ended when you come back, you pick one again yourself. Deleting needs a connection. On the phone it's your photo in the top corner, then Your profile, then Name & email, then Delete account at the bottom; on a computer it's the Danger zone at the bottom of the Account page. You type DELETE to confirm — on a computer you enter your password too. Any single invoice can be shared as a PDF at any time without asking us.

Question 5

What your plan includes

Accepted Answer

One plan, billed monthly. Updating your card, your receipts and cancelling all happen on the web portal. There is one plan, with everything in it. It takes your card up front and starts with a free trial: 30 days if you get one of the Founders spots below, 14 days after that. The plan $89/mo — unlimited bookings, up to three people on your team, 500 texts a month included. Founders 100 — the same plan at $49/mo, locked for 24 months. The first 100 groomers to sign up get it. Paying and cancelling It all lives on the web portal. Open Account from your profile menu, then find Plan and billing. Manage billing opens Stripe's own portal, where your card and your receipts live. Cancel plan sits beside it once your trial is over; during the trial, cancel from Manage billing. If a payment fails, Update payment takes you to the same place to fix it. After cancelling, Resume plan undoes it until the plan ends. If you cancel, you keep access until the end of the period you have already paid for. Only the business owner can touch any of it. A team member gets a note saying so instead.

When something's wrong

More time for the dogs.