Something not quite right?

I accidentally created a duplicate dog profile

You hit 'Add new dog' at check-in instead of picking the existing client, and now there are two profiles for the same pup.

1. 1Open the Dogs tab and find the duplicate.
2. 2Tap into it, then use 'Delete dog' — past grooms on the original profile are untouched.
3. 3Next time, start typing the dog or owner's name in the search box on the check-in screen and pick the existing profile from the dropdown. A confirmation card will appear before the groom starts.

Photo won't send

You pick a photo, see the preview + caption box, but tapping Send photo (or Send photo + caption) fails or stalls.

1. 1Check your internet connection — the indicator at the top of your browser will say 'offline' if you've dropped.
2. 2Try a smaller photo (under 10MB). Big phone photos can time out on slow networks.
3. 3Tap Cancel in the preview, pick the photo again, and press Send. If it still fails, your plan may not include photos (Free plan).

Pinned message isn't showing up for the owner

You typed a pinned message but the owner can't see it on their tracking page.

1. 1Make sure you tapped the Send button under the pinned message box — typing alone doesn't push it live. You'll see '✓ Pinned to owner's page' once it's sent.
2. 2Ask the owner to refresh the tracking page.
3. 3If you tapped Clear and then Send, the pinned message is removed on purpose — re-type it and send again.

I can't find where to complete a groom

The dog's been picked up and you want to clear it off your dashboard.

1. 1Open the appointment from the dashboard.
2. 2Scroll to the bottom — tap 'Mark picked up & complete'.
3. 3The appointment is archived off the dashboard but stays in the dog's history under the Dogs tab.

Status didn't update on the owner's page

You tapped a stage but the owner says they still see the old one.

1. 1Ask them to refresh the page — GroomTrackr auto-refreshes every 15 seconds, but a manual refresh is instant.
2. 2Open the tracking link yourself in a private/incognito tab to confirm what they're seeing.
3. 3If it still looks wrong, sign out and back in, then re-tap the stage.

I forgot my password

Can't sign in to your groomer account.

1. 1Go to the Sign in page and tap 'Forgot password'.
2. 2Check your inbox (and spam) for a reset email — it usually arrives within a minute.
3. 3Click the link and set a new password. You'll be signed in automatically.

I didn't get the verify-email message

Signed up but no confirmation email arrived.

1. 1Check your spam or promotions folder.
2. 2Make sure the email address you used is spelled correctly.
3. 3Try signing up again with the same address — we'll resend the verification.

I can't add a new stage

The 'Add stage' button is disabled or you see an upgrade notice in Settings → Stages.

1. 1On Free, you can still rename and reorder your existing stages — you just can't add new ones. Try editing one of the current stages instead.
2. 2To add brand-new stages, upgrade to Pro from Settings → Billing. You'll unlock unlimited custom stages right away.

I hit my 15 appointments this month on Free

You see a notice that you've reached your monthly check-in limit.

1. 1Every existing appointment still works — open them from the dashboard to update stages, send pinned messages, or mark complete.
2. 2Your limit resets automatically at the start of next month.
3. 3Need more right now? Upgrade to Pro from Settings → Billing for unlimited appointments — it kicks in instantly.

My logo or brand color isn't showing on the tracking page

You uploaded a logo or picked a color in Settings but the owner's page still looks default.

1. 1Custom logo and brand color are Pro features — on Free, the tracking page uses the standard GroomTrackr look.
2. 2If you're on Pro, double-check Settings → Branding that the logo uploaded and the color is saved, then ask the owner to refresh.

An owner can't find their dog's tracking page

Owner says the link goes to 'Link not found'.

1. 1This means the appointment was deleted or marked 'Picked up' and archived.
2. 2If they need to see history, you can re-open the dog from the Dogs tab and start a new groom — that creates a fresh link.