Troubleshooting, FAQs, and How-Tos

• I received the "Automation server can't create object" error when trying to print barcodes
• White screen after swiping credit card or clicking "Save Print Receipt"
• Receipts are printing with very, very small text
• My printer just printed a 5-foot long receipt
• My receipts are printing off-center
• My receipts are cutting off text
• My printer isn't printing at all
• My feed test didn't work
• My printer's red light is blinking
• My receipts are printing with very light text
• How do I install my receipt printer?
• I swiped a credit card but nothing happened.
• How do I reprogram the credit card swiper?
• When a client buys something online, can I be copied on the receipt? 
• My TSP650 printer has a 45-second delay after I tell it to print (Apples Only)
• Wasp Wireless Scanner Displays an Extra Zero
• Wasp Wireless Scanner and Omni Scanner Create Different Barcodes
• How can I print super big receipts on large sheets of paper?
• How wide should my thermal receipt paper be?
• My metrologic scanner isn't scanning

• How do I get an email or mailing list for all of my clients? 
• How do I print mailing labels? 
• How do I delete a client's account? 
• How do I use plastic ID cards with the system?
• Can I suspend a client's series or contract?
• How do I write off a client's bad debt so that they stop appearing on the Account Balance report?
• Clients can't log into the system.
• What if I don't want clients ever logging into the system? 
• How to upload photos and documents into your clients' accounts.
• Clients aren't getting their AutoEmails
• How do I view all of the clients inside my database?
• What if my client's check bounces?
• Can clients share series amongst each other? 
• The system won't let me sign a client into a class.
• Why can't I void a series? 
• How can I exchange services or products on a client's account? 
• How do I move the visits associated with one series to another series? 
• How do I see client arrivals that occurred prior to 8/27/08?
• How can I manage clients purchasing on account?
• How do I raise the price of my client's existing AutoPays?
• Reconciling unpaid visits for services and rentals
• Set up Prepaid Gift Cards in AutoPays

Our Terminology: Clients make reservations for classes, which are taught by teachers.

• When I look up a client, I want it to open to the Profile screen, not the Home tab.
• The system won't let me choose the times I need to schedule a class.
• The teachers or class that I scheduled aren't showing up on the classes calendar.
• My teachers switch classes ALL the time! What's the fastest way to make substitutions?
• If a teacher can't make class, how do I schedule his or her substitute? 
• How do I change when a class is scheduled?
• How do I change who will be teaching a class?
• How do I change the payrate for someone teaching a class?
• How can I hide my teacher's names from clients on the Classes schedule? 
• How can I cancel a class without getting all those ugly red cancellations on the class schedule?
• How do I properly cancel a class? (related to question above)
• How to cancel a bunch of class reservations at once.
• Can I see who made their Class reservation online?
• Can I change the name of the Classes tab at the top of the screen? 
• How do I close my entire schedule for a holiday? 
• Why can't I add a resource to my class or workshop?

Our Terminology: Clients enroll into workshops -- also called events. Teachers give workshops/events.

• How do I schedule a workshop?
• The system won't let me choose the times I need to schedule a workshop.
• I scheduled a workshop, but my clients can't see it.
• How can I hide the person's name that is teaching the workshop? 
• How do I cancel a workshop?
• How do I change when a workshop is scheduled?
• How do I change who will be teaching a workshop?
• How do I change the payrate for someone teaching a workshop?
• I scheduled a Workshop, but I can't enroll anyone into it.
• How to cancel a bunch of workshop enrollments at once.
• What does "Assign Series" mean?
• Tell me everything I need to know about Payment Plans
• Can I schedule a Workshop with 2 visits in 1 day?
• Can I schedule a Workshop every other week?
• Can I change the name of the Workshops tab at the top of the screen? 
• How do I close my entire schedule for a holiday? 
• Why can't I add a resource to my class or workshop?
• How do make-up visits work?
• What happens when clients on the waitlist don't get into the Workshop?

Our Terminology: Clients book appointments-- also called privates. Instructors give appointments/privates.

• What's the fastest way to reach an instructor's availability schedule? 
• How do I change when an instructor is available? 
• How do I book a semi-private Appointment (Appts for more than one client)?
• The system won't let me select the times I need to schedule an instructor's availability.
• I can't see my Instructor's schedule on the Appointments calendar.
• I can't edit my Instructor's availability on the Appointments calendar.
• How do I hide a staff member's name on the Appointment's calendar? 
• How to cancel a bunch of appointment bookings at once.
• Can I modify a group of reoccurring appointments for one client? 
• Can I change the name of the Appointments tab at the top of the screen? 
• How do I close my entire schedule for a holiday? 
• What do I do if I checked out the wrong appointment and charged it to someone else's credit card?
• Why can't my clients pay for an appointment using my Online Store?

• Troubleshooting the Payroll Reports
• How do I change when an instructor is available? 

• How do you put Desk Staff on the appointment schedule?
• How do I set up commissions for my employees?
• What if I pay some employees an hourly rate? 
• How do I show work schedules for staff that don't provide services? 
• Everything is set up, but I can't see my teachers on the Classes screen.
• Everything is set up, but I can't see my instructors on the Appointments screen.
• How can I restrict what my staff can do in the system? 
• My staff can't look up clients
• What permissions should my front desk staff have on the Users & Groups page?
• How can I remove a staff member's commission from a voided sale?

• How do I calculate shipping on my Retail screen?
• My client's credit card was not refunded after a refund was issued.
• My client's credit card was charged even after my staff voided the sale.
• I voided the charge, but my client still sees it on his or her statement.
• Teach me about gift cards and account credit.
• I don't refund. How do I let a client exchange products or services? 
• What is the difference between the five items below?
  • Series
  • Membership
  • Package
  • AutoPay
  • Contract
• Can clients share a series? 
• Does MBO have an example of the Contract Text?
• I swiped a credit card and nothing happened.
• Bounced Checks and how to handle them
• If I key in the CVV2 number on the back of a credit card will I get the lowest (swiped) rate? 
• How do I read my credit card statement? 
• I just bought your software, how do I transfer gift certificates into your system? 
• Who bought products or services online?
• What products do I need to ship? 
• How will I know when something is purchased online?
• Tell me everything about Reorder Levels for products?
• Can I change the look of a gift card sold online? 
• How long do my clients have to dispute a credit card charge? 
• Why should I have clients sign their credit card receipts? 
• How do I fix a duplicate sale record?
• Reconciling unpaid visits for services and rentals
• I can't find an account charge in my Sales Report that appears on my Daily Closeout Report.

• How do I print my MINDBODY reports? 
• How do I see what products sold online still need to be shipped?
• I don't understand what the reports mean. Help!
• Why does my browser freeze when trying to export to Excel?
• I can't find an account charge in my Sales Report that appears on my Daily Closeout Report.

Note: you must have a merchant account with MBO for the Online Store feature to work

• My clients can't register for workshops online. What am I doing wrong?
• How to I create a single link to a single product?
• Can I change the look of gift cards sold online?
• How do I adjust shipping methods for my Online Store? 

• How long before the MINDBODY system logs me out for inactivity? 
• My AutoEmails aren't sending
• I just bought your software, how do I transfer gift certificates into your system? 
• How do I use plastic ID cards with the system?
• How do I close my entire schedule for a holiday? 
• Do you support Firefox?No, just Internet Explorer (PCs) and Safari (Macs)
• I run multiple locations.... What's the difference between a Cross Regional and Multi-Location setup?
• How to search for MINDBODY clients with Chinese Characters in the business namehttp://clients.mindbodyonline.com/?lan=zh
• Why does my browser freeze when trying to export to Excel?

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