If a studio member is having issues with the mobile app or studio website, there are several things you can do to try to resolve before contacting support.
Confirm if it is an individual user or if every customer is experiencing the issue
If multiple customers have the issue, check our status page
Mobile App
If a customer has issues with a feature in the mobile app or cannot access it, try the following:
Log out of the app, hard close it on the device, and log back in
Confirm the app is on the latest version and there are no pending updates
Confirm the mobile device is on the latest version.
Delete and redownload the app
This will guarantee the app is up to date
Studio Website
If a customer has issues with your schedule, buy page, or customer profile, try the following:
Confirm if the individual is experiencing the issue on multiple devices or just one
Clear the browser's cache and cookies
Update the device and browser to the latest version
Try incognito mode on their browser
Contact Support
When contacting support, do not CC your customer on the communication. Mariana Tek loves to help with everything, but they need to support the studio with questions, not their customers.
If the customer still has issues and the status page says everything is operational, email support@marianatek.com with the following information:
Customer name and email address
Details of the issue and where it is happening
Screenshot or screen recording of the issue
Screenshot of the mobile app about page
On the customer's device experiencing the issue, have them open this link and take a screenshot of the results
This must be done on the device and browser with the issue
This will confirm the system settings to troubleshoot
Permission to update the customer's password