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Common Issues

Quick answers to common questions. If yours isn't here, see Contact Support.

Account and sign-in​

I didn't get the verification email​

Check your spam folder. On the Verify your email address screen you can resend it. The link works on any device.

A teammate's invitation has expired​

Invitations last 7 days. On Team, find the invitation and click Resend. This sends a new email and gives them another 7 days.

I can't invite more people​

You've used all the seats on your plan. The Owner can add seats on the Billing page, or you can remove a member you no longer need. See Inviting Your Team.

A team member sees "No licence"​

Your team has more members than your plan's seats. The Owner can add seats on Billing, or choose who keeps a seat on the Team page.

I can't find a menu item that's in these guides​

Many menu items depend on your role, your industry, your plan or a setting. Each guide says who can see the feature. If you're Staff, ask your Owner or Admin whether you need an extra permission. See Team & Permissions.

WhatsApp​

Clicking Send WhatsApp opened WhatsApp, but nothing was sent​

That's expected. Kyglu CRM opens WhatsApp with the message ready, and you press send yourself. See WhatsApp.

WhatsApp says the number isn't on WhatsApp​

The number is probably missing its country code or has an extra leading 0. Edit the customer and check the phone number. Set your Default country code in Company Settings so new numbers are filled in correctly.

Can Kyglu CRM send WhatsApp messages to all my customers?​

No. Kyglu CRM only uses click-to-chat, apart from automated appointment and package reminders. To reach many customers, use Scheduled Emails or App Notifications.

Automated WhatsApp reminders have stopped​

Check Appointments → Reminder settings. The reminders may be off, or this month's allowance may be used up. The Owner can buy more messages on Billing, or sending resumes on the 1st of next month.

Appointments​

Customers can't book a service in the app​

Check the service in Products & Services:

  • Bookable online must be on, and the service must be Active.
  • At least one staff member must be selected under Staff who can perform this.
  • Those staff must be on the roster within the branch's business hours.

Also check your store listing and booking rules.

I can't confirm a booking because no staff are available​

No qualified staff member is free at that time. Reschedule the booking, or change the roster so someone is working.

I changed an appointment in Google Calendar and it changed back​

Calendar sync is one-way. Make changes in Kyglu CRM and they'll appear in Google Calendar. See Appointment Calendar.

I added a holiday closure, but appointments that day weren't cancelled​

Closures never cancel existing appointments. After you save a closure, Kyglu CRM lists the affected appointments so you can contact each customer.

Customers and catalogue​

I can't delete a customer​

Customers with invoices, appointments or package history can't be deleted, so your records stay complete. Deleting also needs the Owner, an Admin, or the All customers permission.

I can't add or edit products​

Staff see Products & Services read-only. Ask your Owner or Admin for the Catalog permission.