Help/Getting started

If something looks wrong

Most surprises have a setting behind them. Find what you're seeing below, check the likely causes in order, and follow the link to the setting that fixes it.

Updated November 6, 2026. 4 minute read

Something is missing from your app#

A class can't be booked, or isn't in the app

• Booking hasn't opened yet, or has closed. The class still shows in the app, but members can only book it from Booking opens (days ahead) until Booking closes (minutes before). See Booking rules and plans.
• Its dates don't cover that day. Check First class on or after and Last day on the class under Weekly classes. Scarlet fills the schedule eight weeks ahead, so a class further out isn't there yet. See Add a class.
• That class was cancelled. The app shows it as cancelled by the studio, and nobody can book it. Closing your studio for a day doesn't cancel classes: cancel them too. See Cancel a class or a whole day.
• The Schedule tab isn't on. It appears once you have a class, and only if it's one of your tabs. See Tabs.

A member can't find your app

Your app works in a browser at its web address while the App Store and Google Play apps are on their way, which takes about 4 to 6 weeks. Send members that address until then. See Your app's web address.

A whole tab is missing

Book, Schedule, Shop and Matches appear only once there's something to show: Shop, for example, needs a membership or pack on sale. Your app has up to five tabs, so check the tab is picked under Your app, then Save changes; it's live in your web app in about a minute. In the App Store and Google Play apps, a tab that depends on your setup can need your next app update. See The tabs.

A plan isn't in the Shop

Check it's on sale: a plan marked Not on sale or archived leaves your app, while members who have it keep it. See Stop selling or archive a plan.

A member can't sign in or book#

They can't sign in

• Members sign in with their email: the app sends a 6-digit code that works for 10 minutes. Each new code replaces the last, so ask them to use the newest one. They can ask for another after 30 seconds, up to 5 an hour, and 5 wrong tries end a code. Ask them to check their spam or junk folder, and to use the email on their profile: a different email opens a new, empty account. See Signing in.
• If they're blocked, your app signs them out and won't let them back in until you unblock them. See Block or delete a member.

They can't book a class

• Their plan doesn't cover it. A membership or pack covers a class when they share a plan tag. See Booking rules and plans.
• It's outside the booking window: not open yet, or closed shortly before the start.
• Their plan is frozen, expired or used up, or they still need to sign a waiver at the desk. See the usual reasons.
• They're blocked. A blocked member can't book until you unblock them. See Block or delete a member.
• It's full. They can choose Join the waitlist if the class has one. See Waitlists.

They can't check in

The red card on Check-in says why, such as a waiver to sign, a failed payment or no visits left, and Open profile takes you to them. See Common reasons someone can't check in.

An old price is still showing#

When you change a plan's price you choose who gets it. With New members only, people who already have the plan keep what they bought, so they still see and pay the old price; that is expected. To move them, choose Everyone, at their next renewal instead, and tell them first. Packs and up-front terms only offer New members only. See Change a price or allowance.

Emails land in spam or don't arrive#

• Ask the member to look in their spam or junk folder and, if it's there, mark it as not spam. Booking emails show your studio's name as the sender.
• Check the address on their profile for a typo.
• Open Settings and find Email delivery: owners and managers see whether booking emails are going out, how many needed a second try this past week and how many gave up, with the reasons, such as an address that was refused. See Booking emails and email delivery.
• If the admin says emails are delayed while Scarlet fixes its email account, nothing is lost: the emails are kept and go out once it's fixed, which can be after the booking itself. Meanwhile, a person who books online sees a private link on screen to change or cancel, and is asked to save it. Tell anyone whose request you approve or decline yourself.

A page in the admin won't load#

The page says what kind of problem it is, and the button fits it:

• Check your connection and try again. Your device couldn't reach Scarlet. Check your Wi-Fi or mobile data, then choose Try again.
• Scarlet could not load this just now. Your connection is fine and the problem is on Scarlet's side. Try again in a minute. If it keeps happening, email us.
• You do not have access. Your role may have changed. Refresh access picks up the change, and the studio owner can check your role under Your team. See Change a role or remove someone.

Setup, payments or your address look stuck#

• Members can't pay in the app. They see "This studio isn't taking payments in the app yet." until you connect Stripe. Until then, they pay at the desk.
• Your link shows an old or unknown address. Changing your web address stops the old one working straight away, with no redirect. Update your links and posters. See Claim your address.
• You can't change the time zone or currency. They're fixed once you add your first plan, resource or booking. Email hello@meetscarlet.com if you need to change them. See Settings.
• Finish setup stays grey. It turns on once a store key is connected. Until then, choose Leave this for later; the card stays on Today. See Publish your app.

A change is refused#

When the admin won't do something, the message says why. The common ones:

• This member has a membership that renews. Open the member, cancel the plan under Memberships, then delete them. See Block or delete a member.
• Unblock this member first. Choose Unblock member under Access, then Delete member.
• This member has dependents. Choose Unlink beside each household member on the profile, or delete them first.
• This needs two-step sign-in on your account. Choose Turn it on in the banner at the top of the admin, or in Settings under Two-step sign-in, then try again. See Two-step sign-in.
• Setting up two-step sign-in shows a Code for support. If it asked you to confirm it's you, check the password and try again. If the same message keeps coming back, email hello@meetscarlet.com from the address you sign in with and include that code, so we can see which step failed.
• Your Scarlet subscription has ended, so changes are paused. Check-ins and bookings still work. See Your Scarlet plan.
• Your plan's team limit is full. Remove someone, or move to a bigger plan. See Invite your team.
• Up to 10 dependents, or up to 20 tags. Remove one before adding another.

A store key says Needs attention or Not connected#

• Needs attention: the key no longer has the access it needs: someone changed the key's role in App Store Connect, or the service account's permissions in Play Console. Give it back its access, or add a new key with Replace key. See Publish your app.
• Not connected: the key was removed, or the store stopped accepting it. Make a new key and add it again.