Troubleshooting Common Issues

Quick solutions to the most common ClientFlow problems. Find your issue below and get back to work in minutes.

Introduction

This guide covers the problems users run into most often. Each section provides:

• Symptoms: How to identify the issue
• Cause: Why it's happening
• Fix: Step-by-step solution
• Prevention: Avoid it in the future

Pro Tip: Use Cmd/Ctrl + F to search for keywords related to your issue (e.g., "email", "sync", "payment").

Login & Account Issues

Can't Sign In - "Invalid Email or Password"

Symptoms:

• Error message when entering credentials
• Login button doesn't respond
• Immediately kicked back to login screen

Causes:

1. Incorrect password (most common)
2. Caps Lock is on
3. Email typo
4. Account not yet verified

Fixes:

Fix 1: Reset Password

1. Click "Forgot Password?" on login screen
2. Enter your email address
3. Check inbox for reset link (check spam!)
4. Click link and create new password
5. Sign in with new password

Fix 2: Verify Caps Lock

• Check if Caps Lock indicator is on
• Re-type password carefully

Fix 3: Verify Email

• Check email for verification link (sent during signup)
• Click verification link
• Then try logging in again

Pro Tip: Use a password manager (1Password, LastPass) to avoid typos and forgotten passwords.

Email Verification Link Expired

Symptoms:

• Click verification link → "Link expired or invalid"
• Can't access account

Fix:

1. Go to the login page and sign in with your email and password
2. Click "Resend verification email" in the verification prompt
3. Check inbox (and spam!)
4. Click new verification link within 24 hours

Prevention: Verify email immediately after signup. Verification links expire after 24 hours.

Locked Out - "Too Many Login Attempts"

Symptoms:

• "Account temporarily locked" message
• Can't sign in even with correct password

Cause: repeated failed sign-in attempts lock the account temporarily as a security measure

Fix:

1. Wait for the lockout to end — the message tells you how many minutes remain
2. Try signing in again with the correct password
3. If you are unsure of your password, request a reset link while you wait so it is ready when the lockout ends

Prevention: Use password manager to avoid incorrect login attempts.

Email & Notification Issues

Clients Not Receiving Reminder Emails

Symptoms:

• You send reminders, but clients say they didn't receive them
• No bounce-back errors
• Reminders show as "Sent" in ClientFlow

Causes:

1. Email in spam folder
2. Incorrect email address
3. Email blocked by client's server
4. Reminder switched off for that appointment, or set to a channel other than email

Fixes:

Fix 1: Check Spam Folder

1. Ask client to check spam/junk folder
2. If found, have them mark as "Not Spam"
3. Ask them to add your sending address (the email account you connected) to their contacts

Fix 2: Verify Email Address

1. Go to client profile
2. Check email address for typos
3. Test: Send yourself a reminder with your email
4. If you receive it, email address is probably wrong

Fix 3: Check the Appointment's Reminder Settings

1. Open the appointment and find the Reminder option
2. Make sure it is ticked and that the delivery channel includes email: Auto uses WhatsApp when it is available and email otherwise, while Email and Both always send an email

Fix 4: Whitelist Your Sending Address

Reminder emails go out only through the email account you connected under Settings → Integrations; if none is connected, no email is sent to your clients. For corporate emails (companies with strict spam filters):

1. Ask client's IT department to whitelist the address of the email account you connected

Prevention:

• Test email delivery when adding new client
• Add instruction in appointment confirmations: "Check spam folder if you don't see reminders"
• Use WhatsApp reminders (PRO tier) as a second channel

"Email Sending Failed" Error

Symptoms:

• Red error banner when sending reminder
• Email shows "Failed" status in history

Causes:

1. Temporary server issue
2. Invalid recipient email format
3. Monthly reminder limit reached (Free: 30 reminders a month, Starter: 100)

Fixes:

Fix 1: Retry

1. Wait 5 minutes
2. Go to Reminders and open Reminder History
3. Retry the failed reminder (or use Retry Failed for all of them)
4. If it succeeds, it was a temporary issue

Fix 2: Check Email Format

1. Go to client profile
2. Verify email format is valid:

- ✅ demo-therapist@clientflow.center

- ❌ john@examplecom (missing .)

- ❌ john@@clientflow.center (double @)

1. Fix email and retry

Fix 3: Check Your Monthly Reminder Limit

1. Go to Settings → Subscription
2. Check the "Reminders Sent" usage figure
3. If at limit:

- Wait for the next calendar month, when the count starts again

- OR move to a plan with a higher limit under Settings → Subscription (if you already have a paid plan, that means cancelling it and subscribing to the new one)

Prevention: Free includes 30 email reminders a month and Starter includes 100. PRO and Team have no monthly reminder limit.

Payment Issues

Your ClientFlow Subscription Payment Was Declined

Symptoms:

• Card declined when upgrading or renewing your plan
• 3D Secure verification fails or the bank page times out
• Payment stuck in "Processing" status

Causes:

1. Insufficient funds
2. Card expired
3. Bank fraud prevention blocking an unfamiliar merchant
4. 3D Secure not enabled on the card (required by law in Turkey)
5. Incorrect CVV or card details

Fixes:

Fix 1: Verify Card Details

1. Check the card number for typos
2. Verify the expiry date (MM/YY format)
3. Confirm the CVV (3-4 digits on the back of the card)
4. Try the payment again

Fix 2: Complete 3D Secure

1. Every card payment requires 3D Secure verification
2. Watch for the SMS code from your bank and enter it before the page expires
3. If no code arrives, confirm your bank has your current mobile number

Fix 3: Try a Different Card

1. Use a second card if you have one
2. Business cards sometimes block recurring merchants by default

Fix 4: Contact Your Bank

• Ask them to authorise the transaction and unblock the merchant
• If you are paying in a currency other than your card's, ask them to allow international transactions
• Then try again from Settings → Subscription

Prevention:

• Keep a valid card on file so renewals do not lapse
• Update the card before it expires — you will be notified in advance

A Client Says Their Card Was Declined

ClientFlow has no card reader and holds no cards for your clients, so a decline never happens inside ClientFlow. It happened wherever you actually took the payment: your card machine, your bank's link, or your payment provider.

What to do:

1. Sort the payment out in whichever tool you used to take it
2. Agree another method with the client — bank transfer or cash both work
3. Once the money arrives, open the invoice in ClientFlow and record the payment

Recording it is what stops the reminder ladder. Until the payment is recorded, ClientFlow keeps chasing, because as far as it knows the invoice is still open.

Payment Marked as Paid But Client Says They Didn't Pay

Symptoms:

• Payment status shows "Paid" in ClientFlow
• Client insists they haven't paid
• Bank statement doesn't show transaction

Causes:

1. Manual error (you accidentally marked wrong payment as paid)
2. Payment was actually made but client forgot
3. Duplicate payment entry (one paid, one not)

Fixes:

Fix 1: Check Bank Statement

1. Download your bank statement
2. Search for client name or amount
3. If found: Client did pay (show them proof)
4. If not found: You marked wrong payment

Fix 2: View Payment History

1. Go to client profile → Payments tab
2. Check for duplicate entries
3. Look at the payment date on each entry

Fix 3: Correct the Error

1. "Paid" is a final status, so a payment cannot be switched back to unpaid. If it was marked as paid by mistake:

- Delete that payment record

- Create the payment again with the correct status, and add a note explaining the correction

1. Send corrected invoice to client

Prevention:

• Only mark payment as "Paid" after confirming bank deposit
• Record the payment against the invoice as soon as the money lands, so the amount paid and the amount still due always match your bank
• Use the invoice notes field to record which account the payment arrived in

Currency Shows Wrong Symbol (€ instead of $)

Symptoms:

• All amounts show in wrong currency
• Reports and invoices have incorrect symbol

Cause: The default currency, or an individual client's currency, does not match your actual business currency

Fixes:

Fix 1: Change Your Default Currency

1. Go to Settings → Account
2. Change "Currency" to the correct option
3. Review the impact summary and confirm

Fix 2: Correct Existing Clients

Changing the default currency only affects clients you add afterwards. Each existing client keeps the currency set on their own record, so open the client and change Currency there if it is wrong.

Prevention: Set the correct currency during initial setup, before you add clients and payments.

Calendar & Scheduling Issues

Google Calendar Sync Not Working

Symptoms:

• Appointments created in ClientFlow don't appear in Google Calendar
• Changes in Google Calendar don't sync to ClientFlow
• "Sync Failed" error

Causes:

1. Calendar integration disconnected, or Google access expired or was revoked
2. Wrong calendar selected
3. Sync direction set to one-way only
4. Your plan does not include calendar sync (Starter and above; it is not part of the free trial)

Fixes:

Fix 1: Reconnect Google Calendar

1. Go to Settings → Integrations
2. In the Google section, click "Disconnect Google Account"
3. Click "Connect Google Account"
4. Sign in to Google account
5. Select the correct calendar and click "Connect Calendar"
6. Under Sync Settings, choose "Two-way Sync" (recommended)

Fix 2: Force Manual Sync

1. Go to Settings → Integrations
2. In the Google section, click "Sync Now"
3. Check the "Last Sync" time and the synced counts shown there

Fix 3: Check Sync Direction

1. Settings → Integrations → Google → Sync Settings
2. Verify sync is set to "Two-way Sync" (if you want changes in both directions)
3. If it is "App → Calendar" (ClientFlow → Google only), changes in Google won't sync back

Fix 4: Check Calendar Selection

• Ensure you selected correct Google Calendar
• If you have multiple calendars (Personal, Work, etc.), verify the right one is connected

Prevention:

• After connecting calendar, create TEST appointment
• Verify it appears in Google Calendar
• Remember that changes made in Google reach ClientFlow through a background sync that runs every 15 minutes, not in real time; use "Sync Now" to pull them in straight away
• If not, troubleshoot immediately before relying on sync

Appointments Showing in Wrong Timezone

Symptoms:

• 2:00 PM appointment shows as 7:00 PM in Google Calendar
• Client confirmations show wrong time
• Reminders sent at incorrect time

Cause: Timezone mismatch between ClientFlow and Google Calendar

Fixes:

Fix 1: Update ClientFlow Timezone

1. Go to Settings → Account
2. Set "Timezone" to your local timezone
3. Save, then reload the page and check the appointment times

Fix 2: Verify Google Calendar Timezone

1. Open Google Calendar settings
2. Check timezone setting
3. Ensure it matches your ClientFlow timezone
4. If different, update to match

Prevention:

• Set correct timezone DURING initial setup
• Test with one appointment before creating many
• Always verify appointment time in confirmation email before client sees it

Recurring Appointments Not Creating

Symptoms:

• Created a recurring series, but only the first appointment appears
• Fewer appointments were created than you expected
• Error message when trying to create the recurrence

Causes:

1. Weekly recurrence with no day selected
2. A series can repeat at most 100 times after the first appointment — a longer or never-ending series is cut off there

Fixes:

Fix 1: Check the Recurrence Settings

1. Open the appointment form and find "Recurrence"
2. Choose the pattern (Daily, Weekly, Monthly or Yearly)
3. For weekly recurrence, select at least one day
4. Set when the series Ends: after a number of occurrences, on a date, or never
5. Save the appointment

Fix 2: Split Large Series

If you need 150 weekly appointments (almost 3 years):

1. Create one series with up to 100 repeats after the first appointment
2. Create a second series that starts after the first one ends

Prevention: Set an end (a number of occurrences or a date) when creating recurring appointments, and keep each series within 100 repeats after the first appointment.

Data & Import Issues

CSV Import Fails - "Invalid Format"

Symptoms:

• Upload file → error message
• All rows show as "Failed" in import results
• "Unable to parse file" error

Causes:

1. File is not a .csv or .xlsx file (an older Excel .xls file is not supported), or is larger than 10 MB
2. Wrong encoding (should be UTF-8)
3. Extra commas or quotes in data
4. Column headers missing or misspelled

Fixes:

Fix 1: Use a Supported File

The import accepts .csv and .xlsx files up to 10 MB. An older Excel .xls file is turned away with a message to save it as .xlsx or .csv. If your data is somewhere else (or in an .xls file):

1. Open it in Excel or Google Sheets
2. File → Download → CSV (.csv) or Microsoft Excel (.xlsx)
3. Re-upload the file to ClientFlow

Fix 2: Fix Encoding

1. Open CSV in Notepad (Windows) or TextEdit (Mac)
2. Save As → Encoding: UTF-8
3. Re-upload

Fix 3: Download Template

1. In ClientFlow import screen, click "Download Template"
2. See correct format
3. Copy your data into template
4. Upload template file

Fix 4: Remove Special Characters

• Remove extra commas in notes/descriptions
• Remove quotation marks (") unless escaping commas
• Fix: Description: "Great, motivated client" → Description: Great motivated client

Prevention: Always start from the template in ClientFlow. Don't create the file from scratch.

Import Shows "Client Not Found" for Payments

Symptoms:

• Importing payments
• Many rows fail with a "Customer not found" error

Cause: The client named in the payment file (by name, phone or email) doesn't match any client in the system

Fixes:

Fix 1: Review the Import Errors

1. When the import finishes, read the list of errors — each failed row is listed with its reason
2. See which clients could not be matched
3. Fix those rows in your original file (match the client's name, phone or email exactly)
4. Re-import

Fix 2: Import Clients First

• Payments MUST link to existing client
• If client doesn't exist, import client CSV before payment CSV

Fix 3: Check Spelling

Common mismatches:

• john@gmail.com (client) vs john@gmial.com (payment typo)
• John Smith (client) vs Jon Smith (payment typo)

Prevention: Use your client list as the reference for the payment file. Copy-paste names and emails instead of retyping.

Mobile App Issues

Mobile App Won't Sync

Symptoms:

• Changes made on phone don't appear on web
• Web changes don't appear on phone
• Lists on the phone look out of date

Causes:

1. No internet connection
2. App cache corrupted
3. App version outdated

Fixes:

Fix 1: Force Sync

1. Pull down on any list screen (refresh gesture)
2. Wait a few seconds for the list to reload
3. If it is still out of date, close the app completely and reopen it

Fix 2: Check Internet Connection

• Switch from WiFi to cellular (or vice versa)
• Test: Open browser on phone, load clientflow.center
• If the website loads but the app still doesn't update, proceed to Fix 3

Fix 3: Clear Cached Data

iOS app:

1. Sign out
2. Close app completely (swipe up in app switcher)
3. Reopen app
4. Sign in again

Android (web app installed from Chrome):

1. Settings (phone) → Apps → ClientFlow → Storage → "Clear Cache" (NOT Clear Data)
2. Reopen app

Fix 4: Force the Latest Version

1. Close ClientFlow completely and reopen it from your home screen
2. If it persists, open clientflow.center in your browser and reload the page
3. Sign in again

Prevention: ClientFlow updates itself — whatever you load from the browser or the home screen is already the current version, with nothing to update in an app store. The native iOS app updates through the App Store like any other app.

Can't Sign In on Mobile - "Invalid Credentials"

Symptoms:

• Login works on web but not mobile
• "Incorrect email or password" on phone

Cause: Auto-fill inserting wrong credentials, or password changed on web but not updated on mobile

Fixes:

Fix 1: Manual Entry

1. Don't use auto-fill
2. Type email and password manually
3. Double-check for typos (especially on small keyboard)

Fix 2: Reset Password

1. On mobile, tap "Forgot Password?"
2. Reset password
3. Use new password to sign in

Fix 3: Check Saved Passwords

1. iOS: Settings → Passwords → ClientFlow
2. Android: Settings → Google → Autofill → Passwords
3. Update saved password if outdated

Prevention: Use same password manager on mobile and web (1Password, LastPass, etc.).

Performance Issues

ClientFlow Loading Slowly or Timing Out

Symptoms:

• Pages take 10+ seconds to load
• Blank screen with loading spinner
• "Request timeout" error

Causes:

1. Slow internet connection
2. Too many browser tabs/extensions
3. Server temporarily overloaded
4. Very large lists (a great many clients or records on one screen)

Fixes:

Fix 1: Check Internet Speed

1. Visit speedtest.net
2. Test your connection
3. A very slow connection will make ClientFlow slow too
4. Restart router or switch to cellular

Fix 2: Clear Browser Cache

Chrome/Edge:

1. Settings → Privacy → Clear Browsing Data
2. Select "Cached images and files"
3. Click "Clear data"
4. Reload ClientFlow

Safari:

1. Preferences → Privacy → Manage Website Data
2. Find clientflow.center → Remove
3. Reload

Fix 3: Disable Browser Extensions

• Ad blockers and privacy extensions can slow down sites
• Disable extensions temporarily
• Reload ClientFlow

Fix 4: Try Another Network or Device

1. Open ClientFlow on a different device or network
2. If it is slow everywhere, wait a few minutes and try again
3. If it persists, email contact@clientflow.center

Prevention:

• Use modern browser (Chrome, Firefox, Edge, Safari)
• Keep browser updated
• Close unused tabs
• Use filters and pagination instead of loading every client at once

PDF Export Hangs or Fails

Symptoms:

• Click "Export PDF" → loading spinner indefinitely
• PDF downloads but is blank/corrupted
• "PDF generation failed" error

Causes:

1. Too much data in the export
2. Browser blocking pop-ups
3. Temporary server issue
4. PDF generation timeout

Fixes:

Fix 1: Reduce Data Size

1. Apply filters before export
2. Export smaller date range (e.g., last 30 days instead of all time)
3. Split large export into multiple smaller PDFs

Fix 2: Allow Pop-Ups

1. Check browser address bar for blocked pop-up icon
2. Click and select "Always allow pop-ups from clientflow.center"
3. Retry export

Fix 3: Try CSV Instead

• CSV exports are faster and more reliable for large datasets (CSV export is available on Starter and above)
• Export CSV, then convert to PDF locally if needed

Fix 4: Retry Later

• Wait 5 minutes
• Try export again
• If persistent, contact support

Prevention: For large exports, use CSV format. PDFs are best for smaller, formatted reports.

Getting Additional Help

Still Having Issues?

Self-Service Guides:

• Browse the help guides at clientflow.center/help
• Read the FAQ at clientflow.center/faq

Contact Support:

Tier	Support Channels
Free	Email (contact@clientflow.center)
Starter	Email (contact@clientflow.center)
PRO	Email, in-app support tickets
Team	Email, in-app support tickets

In-app support tickets are opened from Support in the sidebar and are available on PRO and above (a valid trial included).

Report a Bug:

1. Email contact@clientflow.center (or open a ticket from Support if your plan includes it)
2. Describe the problem with screenshots
3. Include browser/device info
4. Support team will investigate

Pro Tip: Before contacting support, try these steps:

1. Sign out and sign back in
2. Try different browser
3. Clear cache and cookies
4. Check if issue happens on mobile app too

This helps support team narrow down the cause faster!

Prevent Future Issues

Best Practices Checklist

• [ ] Set timezone correctly during initial setup
• [ ] Set currency correctly before adding payments
• [ ] Test integrations (Google Calendar, WhatsApp, email) with dummy data first
• [ ] Use ClientFlow's import templates (don't create the file from scratch)
• [ ] Enable two-factor authentication for account security (Settings → Security & Privacy)
• [ ] Keep mobile app updated (enable auto-updates)
• [ ] Back up your data monthly by exporting clients and payments (export is available on Starter and above)
• [ ] Test email delivery when adding new client
• [ ] Use password manager to avoid login issues
• [ ] Try another device or network before assuming your account has an issue

Pro Tip: Spend 30 minutes on proper setup (timezone, currency, integrations) to avoid hours of troubleshooting later!

Next Steps

Issue resolved? Great! Continue optimizing ClientFlow:

1. Quick Start Guide - Complete setup checklist
2. Migration Guide - Import data from other systems
3. Appointment Scheduling Mastery - Advanced scheduling

Need more help? Email contact@clientflow.center.