---

id: troubleshooting-guide

category: onboarding

title: Troubleshooting Common Issues

languages: [en]

read_time: 10

illustration: assets/illustrations/onboarding-troubleshooting.svg

demo_account:

email: demo-trainer@clientflow.center

password: DemoAccount2024!

related_docs:

- title: Quick Start Guide

url: https://clientflow.center/docs/onboarding/quick-start-guide-en.html

- title: Migration Guide

url: https://clientflow.center/docs/onboarding/migration-guide-en.html

tags:

- troubleshooting

- support

- onboarding

- help

audience:

- beginner

- advanced

---

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 90% of issues users encounter. 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 login page
2. Enter email and any password
3. You'll see "Email not verified"
4. Click "Resend Verification Email"
5. Check inbox (and spam!)
6. 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: 5 failed login attempts in 15 minutes triggers security lockout

Fix:

1. Wait 30 minutes
2. Try logging in again
3. OR use password reset (bypasses lockout)

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 (80% of cases)
2. Incorrect email address
3. Email blocked by client's server
4. Notifications disabled in settings

Fixes:

Fix 1: Check Spam Folder

1. Ask client to check spam/junk folder
2. If found, have them mark as "Not Spam"
3. Add noreply@clientflow.center to 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: Enable Notifications

1. Go to Settings → Notifications
2. Ensure "Email Reminders" is enabled
3. Check that specific reminder types are enabled (24h, 1h before, etc.)

Fix 4: Whitelist ClientFlow

For corporate emails (companies with strict spam filters):

1. Ask client's IT department to whitelist:

- noreply@clientflow.center

- notifications@clientflow.center

- Domain: *.clientflow.center

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 backup - 95%+ delivery rate

"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. Email service quota exceeded (Free tier: 50 emails/day)

Fixes:

Fix 1: Retry

1. Wait 5 minutes
2. Click "Retry" on the failed email
3. If succeeds, it was 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 Email Quota

1. Go to Settings → Subscription
2. Check "Email Usage" meter
3. If at limit:

- Wait until next day (quota resets daily)

- OR upgrade tier for higher quota

Prevention: For high-volume email needs (100+ emails/day), use Starter tier or higher.

Payment Issues

Can't Process Credit Card Payment

Symptoms:

• Card declined error
• Payment stuck in "Processing" status
• 3DS verification fails

Causes:

1. Insufficient funds
2. Card expired
3. Bank fraud prevention
4. iyzico not configured (for Turkish payments)
5. Incorrect CVV or card details

Fixes:

Fix 1: Verify Card Details

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

Fix 2: Try Different Card

1. Ask client to use backup card
2. Or switch to bank transfer/cash temporarily

Fix 3: Contact Bank

• Client should call bank to:

- Unlock international transactions (if ClientFlow uses foreign processor)

- Authorize the payment

- Then retry in ClientFlow

Fix 4: Configure iyzico (Turkey only)

For Turkish payments:

1. Go to Settings → Integrations
2. Click "Connect iyzico"
3. Enter API credentials
4. Enable payment processing
5. Retry payment

Prevention:

• Test credit card processing during setup
• Offer multiple payment methods (cash, bank transfer, card)
• Enable stored cards (PRO tier) for easier future payments

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 "Paid At" date
4. Check "Audit Log" (PRO tier) to see who marked it paid and when

Fix 3: Correct the Error

1. If payment was incorrectly marked as paid:

- Open payment details

- Click "Mark as Unpaid"

- Add note explaining the error

1. Send corrected invoice to client

Prevention:

• Only mark payment as "Paid" after confirming bank deposit
• Use bank statement reconciliation (PRO tier feature)
• Enable automatic payment detection with iyzico integration

Currency Shows Wrong Symbol (€ instead of $)

Symptoms:

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

Cause: Currency setting mismatch with your actual business currency

Fixes:

IMPORTANT: Currency can only be changed BEFORE adding any payments. If you have existing payments:

Option 1: No Payments Yet

1. Go to Settings → Regional
2. Change "Currency" to correct option
3. Save

Option 2: Payments Already Exist

Currency is LOCKED. You must:

1. Export all data (clients, payments)
2. Delete all payments (Settings → Danger Zone → Delete All Payments)
3. Change currency in Settings
4. Re-import payments

OR contact support for manual database update (PRO/Team tier only)

Prevention: Set correct currency BEFORE adding your first payment. Double-check during initial setup!

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
2. Wrong calendar selected
3. Sync direction set to one-way only
4. Google account password changed (breaks OAuth)

Fixes:

Fix 1: Reconnect Google Calendar

1. Go to Settings → Integrations
2. Click "Disconnect" next to Google Calendar
3. Click "Connect Google Calendar"
4. Sign in to Google account
5. Select the correct calendar
6. Choose "Two-way sync" (recommended)
7. Click "Enable Sync"

Fix 2: Force Manual Sync

1. Go to Appointments → Calendar
2. Click "Sync Now" (circular arrow icon)
3. Wait 30 seconds
4. Refresh page

Fix 3: Check Sync Direction

1. Settings → Integrations → Google Calendar
2. Verify sync is set to "Two-way" (if you want changes in both directions)
3. If "One-way" (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 within 5 minutes
• 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 → Regional
2. Set "Timezone" to your local timezone
3. IMPORTANT: All existing appointments remain in old timezone
4. You must manually update existing appointments OR delete and recreate

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

Fix 3: Recreate Appointments

If appointments still wrong after timezone update:

1. Delete appointment in ClientFlow
2. Verify correct timezone is set
3. Recreate appointment
4. Verify it shows correct time in Google Calendar

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 recurring series, but only first appointment appears
• "Create Series" button doesn't work
• Error message when trying to create recurrence

Causes:

1. End date not set (infinite series blocked)
2. Feature not available in Free tier
3. Too many occurrences (500+ limit)

Fixes:

Fix 1: Set End Date

1. When creating recurring appointment
2. Enable "Recurring" checkbox
3. Choose pattern (Daily, Weekly, Monthly)
4. MUST set either:

- "Ends after X occurrences" (e.g., 12 sessions)

- OR "Ends on date" (e.g., December 31, 2024)

1. Click "Create Series"

Fix 2: Upgrade Tier

• Recurring appointments limited to 10 occurrences on Free tier
• Upgrade to Starter+ for unlimited recurring series

Fix 3: Split Large Series

If creating 52 weekly appointments (1 year):

1. Create two 26-week series instead
2. First series: Jan-Jun
3. Second series: Jul-Dec

Prevention: Always set end date or occurrence limit when creating recurring appointments.

Data & Import Issues

CSV Import Fails - "Invalid Format"

Symptoms:

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

Causes:

1. File is Excel (.xlsx) not CSV (.csv)
2. Wrong encoding (should be UTF-8)
3. Extra commas or quotes in data
4. Column headers missing or misspelled

Fixes:

Fix 1: Convert to CSV

If you have .xlsx file:

1. Open in Excel or Google Sheets
2. File → Download → CSV (.csv)
3. Save and re-upload 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 use CSV template from ClientFlow. Don't create CSV from scratch.

Import Shows "Client Not Found" for Payments

Symptoms:

• Importing payments
• Many rows fail with "Client not found" error

Cause: Email in payment CSV doesn't match any client email in system

Fixes:

Fix 1: Download Error Report

1. After failed import, click "Download Errors"
2. Open error CSV
3. See list of emails that don't match
4. Fix emails in original CSV (match spelling exactly)
5. 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 Email Spelling

Common mismatches:

• john@gmail.com (client) vs john@gmial.com (payment typo)
• Sarah@clientflow.center (client) vs sarah@clientflow.center (payment - case sensitivity)

Prevention: Export client list, use it as reference for payment CSV emails. Copy-paste 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
• "Sync Failed" error

Causes:

1. No internet connection
2. App cache corrupted
3. Background sync disabled
4. App version outdated

Fixes:

Fix 1: Force Sync

1. Pull down on any screen (refresh gesture)
2. OR Settings → Sync → "Sync Now"
3. Wait 10 seconds
4. Refresh screen

Fix 2: Check Internet Connection

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

Fix 3: Clear App Cache

iOS:

1. Settings (in app) → Storage → "Clear Cache"
2. Sign out
3. Close app completely (swipe up in app switcher)
4. Reopen app
5. Sign in again

Android:

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

Fix 4: Update App

1. Check App Store / Google Play
2. If update available, install it
3. Open app and sign in

Prevention: Enable "Auto-Update Apps" in phone settings to always have latest version.

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. Large dataset (1000+ clients)

Fixes:

Fix 1: Check Internet Speed

1. Visit speedtest.net
2. Test your connection
3. If < 5 Mbps, ClientFlow may be slow
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: Check System Status

1. Visit status.clientflow.center (check if status page exists)
2. If server issues reported, wait and try again later

Prevention:

• Use modern browser (Chrome, Firefox, Edge, Safari)
• Keep browser updated
• Close unused tabs
• Use pagination (load 50 clients at a time, not all 500)

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 export (1000+ rows)
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
• 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 (500+ records), use CSV format. PDFs are best for smaller, formatted reports.

Getting Additional Help

Still Having Issues?

Knowledge Base:

• Search 100+ help articles: help.clientflow.center
• Video tutorials: youtube.com/clientflow

Live Support:

Tier	Support Channels	Response Time
Free	Email (support@clientflow.center)	24-48 hours
Starter	Email, Community Forum	12-24 hours
PRO	Email, Live Chat, Screen Share	2-4 hours
Team	Priority Support, Phone	1 hour

Community:

• Facebook Group: facebook.com/groups/clientflow
• Discord Server: discord.gg/clientflow

Report a Bug:

1. Go to Help → Report Issue
2. Describe 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, iyzico) with dummy data first
• [ ] Use CSV templates for imports (don't create from scratch)
• [ ] Enable two-factor authentication for account security (Settings → Security)
• [ ] Keep mobile app updated (enable auto-updates)
• [ ] Backup data monthly (export clients and payments)
• [ ] Test email delivery when adding new client
• [ ] Use password manager to avoid login issues
• [ ] Check system status before assuming your account has issues

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 - Reduce no-shows

Need more help? Email support@clientflow.center or use the in-app chat widget (bottom right).