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Troubleshooting common issues
If something doesn't look right, start with the section that matches what you were trying to do. You don't need to work out the cause before asking for help. Keep any unsaved work and note the message you can see.
A public page or enquiry is missing
If a client says they've sent an idea, ask which link they used and roughly when they sent it. That gives you a useful starting point without asking them to send their private references again.
Check the public address, studio page status and service visibility. Follow the publishing checks shown in Studio, including Settings → Business verification for Stripe checks and legal seller review. A listed service does not publish a hidden studio page or turn on enquiry submission.
Search Requests, including Booked, Closed, Archived and Spam. Enquiries marked Check booking are in Needs attention. Confirm the client submitted the form rather than only starting a draft.
A saved setting looks wrong
Read the form's error or success message, then refresh to check the saved value. Select the correct artist when checking availability.
If an error appears after an update, copy any unsaved details, refresh the page and try again. If it continues, include the exact message when contacting Support.
A schedule change is blocked
Check which record you are changing. Booking hours controls bookable hours and time off, Studio schedule controls expected attendance, and Appointments contains booked sessions. A change in one does not move the others.
If publishing attendance opens Resolve affected work, act on the listed bookings inside the drawer. Agree and confirm any rescheduling or cancellation, resolve eligible unused station reservations, then Retry attendance change. The attendance draft stays in place. Studio schedule and attendance covers an artist calling in sick.
For an outage, open the flagged sessions in Stations and choose Change time or station. The original booking stays in place if the change fails. A saved proposal or an unreserved gap does not guarantee a station is suitable.
An email has not arrived
Check the destination address and spam folder. Email queued means waiting to send; acceptance by the email service does not prove inbox delivery.
For payment emails, use Refresh delivery status and the original-email retry action when offered. Do not prepare a new payment request just to replace an uncertain email.
For client replies, open Client contact → Conversation in the enquiry. The client can use their private email link to read and reply. Direct email replies appear there only where reply capture is enabled; check your studio inbox for replies to other studio emails. See Client conversations.
A payment result is uncertain
Check the original payment in Stripe before retrying or refunding. If InkWell says the payment is being confirmed, refresh its status after saving any draft.
New collection may be switched off even with a verified Stripe account. Existing confirmed payments and available refund controls remain accessible. See Client payments.
For a refund still being processed or checked, use the existing refund's status action. Avoid submitting a second refund while the result is uncertain.
Ask for help
Open Support in Studio and choose Email support, or using the short form on this website. Include the page, approximate time, action and expected result. Hide unnecessary client details in screenshots.
Your description and the record reference are enough to start. Keep passwords, verification links and card numbers out of the email.