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Booking FAQ
Find a quick answer when you're unsure what happens next. These questions cover the moments that come up while helping a client, from their first enquiry to payment or a change of plans.
Accounts and public pages
Do clients need an InkWell account?
No. Clients send an enquiry from your public page. Your studio and artist pages show the work and services you choose to make visible.
How do I know my page is ready to share?
Preview your page, follow the publishing checks shown in Studio and check the public link while signed out. Save your legal seller and complete Stripe business verification and any InkWell seller review before publishing. A Stripe connection alone does not publish your page. Follow Set up your studio.
Why did I receive an account-change notice?
InkWell sends account notices when your password, email address or account phone number changes, or a sign-in or verification method is added or removed. These concern your Studio account, rather than a client's enquiry. If you did not make the change, contact Support. For an unexpected password change, use the password-reset option on the Studio sign-in page too. Never send your password, sign-in link or verification code to Support.
Enquiries and sessions
Can clients upload screenshots or artwork?
Yes, where references are enabled on your enquiry form. Clients can choose up to five JPG, PNG or WebP images, up to 10MB each, alongside inspiration links. The images are sent only from the final Review step and stay private with the enquiry. Open Images in Studio to inspect them; they are not added to the public portfolio or acknowledgement emails.
Does the client have to use the 3D guide?
No. When Body area is enabled, an illustrated Show where your tattoo will go card appears before the Body area and Rough size fields. Try 3D placement opens the helper to show approximate position, size or sleeve coverage. The guide is optional and is not a separate required step; clients can use the normal fields. Removing a saved guide restores their earlier field choices. Reference images are supplied separately. Your form's hidden and required settings still apply.
What if an image cannot be prepared or sent?
Check the format and size message. Choose a JPG, PNG or WebP image, remove a file that cannot be read and try again. The entered brief and selected images stay in the form after an error, so the client can correct them before resubmitting. Leaving or refreshing the page can discard that unsent draft.
Does an enquiry hold a time?
No. Preferred dates and saved plans are guidance. Where calendar holds are available, staff can hold a time separately. Book the appointment after agreeing the artist, price and time with the client.
Can staff book a time agreed by phone?
Yes. Open Appointments → + Appointment, select a free calendar time or drag a range. Enter the client name and session, choose the artist and check the time. Email and price are optional; payment is handled separately. Walk-ins can use Start now when I confirm. You do not need a public enquiry or Stripe connection to reserve the appointment. See Phone and walk-in bookings.
Where do client replies go?
Open Client contact → Conversation in the enquiry. Clients use the private link in their email to read and reply without an account. Their replies appear in Studio and unread messages enter Needs attention. Replies sent directly by email join the thread only where email reply capture is enabled. Otherwise, ask the client to use the private link. See Client conversations.
Why are bookable hours, attendance and appointments separate?
Booking hours says when an artist can take work. Studio schedule says when they are expected at the studio. Appointments records booked sessions and active holds. If you track stations, physical space is checked too. Five appointments on a shift does not mean the whole shift is booked. Studio schedule and attendance explains the views.
What if an artist calls in sick with appointments booked?
Prepare the dated absence in Studio schedule. If publication is blocked, use Resolve affected work in the drawer to change or cancel the listed bookings, then retry attendance. Confirm any date change and client notification before saving. Time off or a day off does not automatically move appointments, email clients or refund payments. Follow the absence steps.
Payments and cancellations
Can I collect a deposit or balance?
When online collection is enabled for your studio, owners and admins can request the required deposit, full agreed price or remaining balance through Stripe. If collection is switched off, keep your existing arrangements. Connecting Stripe alone does not turn it on. See Client payments.
Does a payment confirm an appointment?
No. Payment and booking are separate. Agree the session with the client and book it in Session.
Can I create a VAT invoice for the tattoo?
InkWell payment requests are not VAT invoices. Keep your existing invoicing process. Invoices in Settings → Plan & billing are for your InkWell subscription.
How does a client cancel?
Ask the client to contact your studio. Review the agreed terms and update the appointment in Session. Handle any refund separately; cancelling an appointment does not return money automatically.
Find a missing enquiry
Confirm the client used the correct public link and submitted the form. Search Requests, including Booked, Closed, Archived and Spam. Enquiries marked Check booking are in Needs attention.
If it is still missing, contact Support with the approximate time and enquiry reference if you have one. Hide unnecessary client details in screenshots.