Troubleshooting common issues

A member can't install the portal on iPhone

Apple restricts PWA installation to Safari. The fix:

1. Open the portal URL in Safari (not Chrome, not the Instagram in-app browser).
2. Tap the Share button (the square with the up arrow).
3. Scroll down and tap Add to Home Screen.
4. The icon appears on the home screen with your studio's branding.

If the icon looks generic instead of your logo, the most common cause is that your studio's logo hasn't been uploaded yet. Add it under Settings → General, then have the member remove the icon and add it again.

A member's balance looks wrong

When an automatic charge fails, the invoice turns Overdue in Billing, and the family gets an email saying the payment did not go through, or that their bank needs them to confirm it. The email links to Billing in their portal, where they can pay with another card.

If a family paid you outside Kyndra, open the invoice in Billing and record the payment; the balance clears and the family sees it in their portal. To nudge a family sooner, the agent can draft a personal note for your approval. See the agent article.

I can't log in

Two common causes:

• You're at the wrong URL. The owner dashboard lives at kyndra.dev/login. The member portal lives at kyndra.dev/portal/your-slug (or your custom domain). Members logging in at the owner URL will see "no account found".
• You lost your 2FA device. Use the Use a backup code instead link on the 2FA challenge screen. Backup codes are the XXXX-XXXX codes Kyndra showed you the day you turned on 2FA. The authenticator screen asks for a 6-digit code. If you saved the backup codes in a password manager, look there. If you didn't, email support with proof of identity (we'll verify before resetting).

For members, Send sign-in link on the portal sign-in page emails a one-tap login link — no password required. Most member login issues resolve with this.

A class isn't showing on the portal

The portal only shows classes from today forward. If the class is in the past, members won't see it on the Schedule tab — they'll see it under Visits on the You tab instead.

If the class is in the future but still missing:

• Check that the class has not been archived. An archived class leaves the schedule.
• Check that the start date is today or later in your studio's timezone, not UTC.
• If you marked the day cancelled, only the cancellation note shows — not the time slot.

An email didn't arrive

Kyndra sends from mail.kyndra.dev. The most common reasons a member doesn't receive an email:

• The address is wrong (a typo at signup). Check it on their profile.
• The member turned that email off. Members choose what they get in the portal under Account, in the Notifications section; some emails, like changes to a class they booked, always go out.
• It's in spam. Ask the member to whitelist mail.kyndra.dev in their inbox.

Still stuck?

Email [email protected]. Real humans. Include your studio slug and a screenshot if you can — speeds things up by an order of magnitude.