From 292d0afbb7b45daeb70340c15e87394c47bd561b Mon Sep 17 00:00:00 2001
From: Robert Perez <robert@passwdsafe.com>
Date: Fri, 10 Jul 2026 22:14:08 +0000
Subject: [PATCH] Add comprehensive user manual for PetMaster CRM

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+# PetMaster CRM — User Manual
+
+**Version 1.0** | **Last updated: July 2026**
+
+Welcome to PetMaster! This manual will walk you through everything you need to run your pet care business from sign-up to invoices, scheduling, staff management, and more.
+
+---
+
+## Table of Contents
+
+1. [Getting Started](#1-getting-started)
+2. [Managing Clients & Pets](#2-managing-clients--pets)
+3. [Setting Up Services & Pricing](#3-setting-up-services--pricing)
+4. [Scheduling & Booking](#4-scheduling--booking)
+5. [Managing Bookings & Staff](#5-managing-bookings--staff)
+6. [Invoicing & Payments](#6-invoicing--payments)
+7. [Messages & Communication](#7-messages--communication)
+8. [Reports & Dashboard](#8-reports--dashboard)
+9. [Mobile App Usage](#9-mobile-app-usage)
+10. [Troubleshooting](#10-troubleshooting)
+
+---
+
+## 1. Getting Started
+
+### 1.1 Signing Up
+
+1. Open your web browser and go to your PetMaster sign-up URL (e.g., `https://app.petmastercrm.com/signup`).
+2. Enter your **email address** and create a **strong password** (at least 8 characters, with a number and a symbol).
+3. Click **Sign Up**.
+4. Check your email for a verification link. Click the link to verify your account.
+5. After verifying, you'll be taken to the **Onboarding Wizard**.
+
+### 1.2 Completing Onboarding
+
+1. **Business Name** — Enter the name of your pet care business.
+2. **Business Type** — Select which services you offer:
+   - 🐕 Grooming
+   - 🏠 Pet Sitting
+   - 📦 Boarding
+   - 🚶 Dog Walking
+   (You can add or remove services later in Section 3.)
+3. **Business Hours** — Set your normal operating hours (e.g., Monday–Friday, 9 AM – 5 PM). You can also set different hours for each day of the week.
+4. **Staff Members** — Add your team members now or skip this step and add them later (see Section 5). Enter each person's name and email.
+5. **Payment Settings** — Connect your Stripe account so you can accept online payments (see Section 6). You can skip this and set it up later.
+
+Click **Finish Onboarding** to reach your dashboard.
+
+### 1.3 First Login
+
+1. Go to your PetMaster login URL.
+2. Enter your email and password.
+3. (Optional) Enable **two-factor authentication (2FA)** by going to **Settings → Security → Two-Factor Authentication** and scanning the QR code with Google Authenticator or Authy.
+
+### 1.4 Setting Up Your Profile
+
+1. Click the **gear icon** (⚙️) in the top-right corner.
+2. Select **Settings**.
+3. Update your:
+   - Display name
+   - Profile photo
+   - Notification preferences (email, in-app, mobile push)
+4. Click **Save**.
+
+### 1.5 Navigating the Interface
+
+The main navigation bar runs along the left side of the screen. Here's what each section does:
+
+| Icon/Label | Purpose |
+|------------|---------|
+| 📊 Dashboard | Overview of today's bookings, revenue, and alerts |
+| 👥 Clients | Manage your client and pet database |
+| 🛎️ Services | Set up services, prices, and packages |
+| 📅 Calendar | View and manage all appointments |
+| 📋 Bookings | View, filter, and manage individual bookings |
+| 💰 Invoices | Create and track invoices and payments |
+| 💬 Messages | Chat with clients and staff |
+| 📈 Reports | Analytics and business insights |
+| ⚙️ Settings | Account, billing, and system preferences |
+
+### 1.6 Keyboard Shortcuts
+
+| Shortcut | Action |
+|----------|--------|
+| `Ctrl + K` (or `Cmd + K` on Mac) | Quick search (clients, bookings, invoices) |
+| `Ctrl + N` (or `Cmd + N`) | Create a new booking |
+| `?` | Show all keyboard shortcuts |
+| `Esc` | Close modals, pop-ups, or side panels |
+
+---
+
+## 2. Managing Clients & Pets
+
+### 2.1 Adding a New Client
+
+Every client is a person (or household) who books services for their pets.
+
+1. Click **👥 Clients** in the left navigation.
+2. Click the **"+ Add Client"** button (top-right).
+3. Fill in the client's information:
+   - **First & Last Name** (required)
+   - **Email** (required — used for receipts and messages)
+   - **Phone Number**
+   - **Address** (optional — useful for walking routes and boarding logistics)
+4. Click **Save Client**.
+
+### 2.2 Adding a Pet to a Client
+
+Pets are always linked to a client. A client can have multiple pets.
+
+1. Open the client's profile (click their name from the client list or search).
+2. In the client's profile, click **"+ Add Pet"**.
+3. Fill in the pet's information:
+   - **Pet Name**
+   - **Species** (Dog, Cat, Bird, Rabbit, Other)
+   - **Breed**
+   - **Age / Date of Birth**
+   - **Weight** (important for grooming and boarding pricing)
+   - **Color / Markings** (helpful identification)
+   - **Gender**
+4. **Special Notes** — Add any relevant details:
+   - Allergies
+   - Medications
+   - Behavioral traits (e.g., "friendly with other dogs," "pulls on leash," "nippy when brushed")
+   - Vet contact information
+5. Click **Save Pet**.
+
+### 2.3 Editing a Client or Pet
+
+1. Go to **👥 Clients** and click on the client you want to edit.
+2. Click **Edit** (pencil icon) on either the client card or a specific pet card.
+3. Make your changes.
+4. Click **Save**.
+
+### 2.4 Custom Fields (Optional)
+
+If your business needs to collect additional information (e.g., collar type, crate size, food brand), you can add custom fields:
+
+1. Go to **Settings → Custom Fields**.
+2. Click **"+ Add Custom Field"**.
+3. Choose the field type:
+   - Text
+   - Dropdown
+   - Yes/No
+   - Number
+4. Name the field (e.g., "Food Brand") and set any options for dropdowns.
+5. Click **Save**.
+6. The custom field will now appear on client/pet profiles and booking forms.
+
+### 2.5 Searching and Filtering Clients
+
+1. Use the **search bar** at the top of the Clients page to search by name, email, or phone number.
+2. Use **filters** (above the client list) to narrow results:
+   - Filter by pet type
+   - Filter by last booking date
+   - Filter by client status (Active, Inactive, Archived)
+3. Click **Reset Filters** to clear all filters.
+
+### 2.6 Viewing Client History
+
+From a client's profile:
+- **Bookings Tab** — See all past, current, and future bookings.
+- **Invoices Tab** — See all invoices and payment history.
+- **Messages Tab** — See all past messages with this client.
+- **Activity Log** — Track changes made to the client record (who updated what and when).
+
+### 2.7 Archiving a Client
+
+If a client hasn't booked in over 12 months and you want to declutter your active list:
+
+1. Open the client's profile.
+2. Click the **three-dot menu** (⋯) in the top-right of the page.
+3. Select **Archive Client**.
+4. The client moves to **Archived Clients** (found under the filter dropdown).
+5. You can restore an archived client anytime by going to **Archived Clients → Restore**.
+
+---
+
+## 3. Setting Up Services & Pricing
+
+### 3.1 Creating a Service
+
+Services are the things you sell: a groom, a sitting visit, a boarding night, etc.
+
+1. Click **🛎️ Services** in the left navigation.
+2. Click **"+ Add Service"**.
+3. Fill in the service details:
+
+| Field | What to Enter |
+|-------|---------------|
+| **Service Name** | e.g., "Full Dog Groom" or "Overnight Cat Boarding" |
+| **Service Category** | Grooming, Sitting, Boarding, Walking, or a custom category |
+| **Duration** | How long the service takes (e.g., 2 hours) |
+| **Price** | Your standard price for this service |
+| **Description** | A brief description (e.g., "Includes bath, haircut, nail trim, and ear cleaning") |
+| **Max Guests** | Maximum number of pets accepted per booking (useful for multi-pet households) |
+
+4. **Add Service Steps** (optional) — Click "Add Step" to break the service into sub-tasks (e.g., Bath → Dry → Groom → Nails). These steps appear on staff checklists.
+5. Click **Save Service**.
+
+### 3.2 Service Categories
+
+Organize your services into categories for easier booking:
+
+1. Go to **🛎️ Services → Categories** tab.
+2. Click **"+ Add Category"**.
+3. Name the category (e.g., "Premium Grooming," "Standard Boarding").
+4. Drag and drop services into categories to organize them.
+5. Click **Save**.
+
+### 3.3 Creating Service Packages
+
+Packages combine multiple services at a discounted rate (e.g., "Monthly Groom Membership").
+
+1. Go to **🛎️ Services → Packages** tab.
+2. Click **"+ Add Package"**.
+3. Name the package and set a **package price**.
+4. Click **"+ Add Service"** to include services in the package.
+5. Set the **billing frequency** (one-time, weekly, monthly, quarterly).
+6. Click **Save Package**.
+
+### 3.4 Setting Per-Client Pricing Overrides
+
+Some clients may have agreed-upon custom pricing. You can override the standard price for a specific client without changing the default.
+
+1. Go to **👥 Clients** and open the client's profile.
+2. Click the **Services** tab.
+3. Find the service you want to customize and click **"+ Set Custom Price"**.
+4. Enter the **override price** and optionally add a **reason** (e.g., "Multi-pet discount").
+5. Click **Save**.
+
+> **Note:** Per-client pricing only applies when that specific client books. The standard price remains unchanged for other clients.
+
+### 3.5 Managing Service Availability
+
+Control when each service is offered:
+
+1. Go to **🛎️ Services**.
+2. Click on a service to open its details.
+3. Under **Availability**, toggle on/off the days and time slots when the service is offered.
+4. Set a **minimum notice period** (e.g., "Must book at least 24 hours in advance").
+5. Click **Save**.
+
+---
+
+## 4. Scheduling & Booking
+
+### 4.1 Creating a Booking (Admin Side)
+
+Admin bookings are made by you (the business owner or manager) for your clients.
+
+1. Click **📅 Calendar** or **📋 Bookings** in the left navigation.
+2. Click **"+ New Booking"** button.
+3. Select the **client** (search by name).
+4. Select the **pet(s)** this booking is for.
+5. Choose the **service(s)** from the catalog.
+6. Pick a **date and time** from the calendar picker.
+7. If the service takes longer than the selected slot, adjust the **duration**.
+8. **Assign a staff member** (if applicable — see Section 5).
+9. Add **notes** (e.g., "Client's doorbell is broken, please ring the bell twice").
+10. Click **Save Booking**.
+
+### 4.2 Recurring Appointments
+
+For regular bookings (e.g., every other Friday grooming):
+
+1. Create a new booking as above.
+2. Before saving, toggle **Repeat** on.
+3. Choose the **repeat pattern**:
+   - Daily
+   - Weekly
+   - Every 2 weeks
+   - Monthly
+4. Set an **end date** or **number of occurrences**.
+5. Click **Save Booking**.
+
+### 4.3 Quick Booking (from Client Profile)
+
+A faster way to create a booking for a returning client:
+
+1. Go to **👥 Clients** and click on the client.
+2. Click **"+ Book Service"** on their profile.
+3. Select the service and date/time.
+4. Click **Confirm Booking**.
+
+### 4.4 Self-Booking Portal
+
+Clients can book services on their own through a branded self-booking page.
+
+#### Enabling Self-Booking
+
+1. Go to **⚙️ Settings → Self-Booking Portal**.
+2. Toggle **Enable Self-Booking** to ON.
+3. Customize the portal:
+   - **Portal URL** — e.g., `https://app.petmastercrm.com/book/yourbusiness`
+   - **Business name and logo**
+   - **Services to show** — select which services appear
+   - **Available time slots** — choose "Show all" or set custom slots
+4. Click **Save**.
+
+#### Sharing the Portal with Clients
+
+1. Go to **⚙️ Settings → Self-Booking Portal**.
+2. Click **Share Portal**.
+3. Choose how to share:
+   - **Copy link** — paste into an email, text, or social media post
+   - **QR code** — download and print for your storefront
+   - **Email template** — send a pre-written invitation to clients
+4. Clients who visit the portal can:
+   - Browse available services
+   - See real-time availability
+   - Book appointments
+   - Select their preferred staff member (if applicable)
+   - Add service notes (e.g., "My dog is anxious around clippers")
+
+#### Managing Self-Booked Appointments
+
+1. Self-booked appointments appear in your **📅 Calendar** and **📋 Bookings** automatically.
+2. Review new self-bookings under **Pending** status.
+3. Click **Confirm** to approve or **Decline** with a reason.
+4. You can also **auto-confirm** bookings (Settings → Self-Booking → Auto-Confirm).
+
+### 4.5 Managing Your Calendar View
+
+#### Day View
+- Click the **Day** tab in the calendar.
+- Shows a timeline of your day. Useful for planning.
+
+#### Week View
+- Click the **Week** tab.
+- See your full week at a glance. Color-coded by service type.
+
+#### Month View
+- Click the **Month** tab.
+- Overview of your entire month. Bookings appear as colored blocks.
+
+#### Color Coding
+Bookings are color-coded by service type for quick identification. Customize colors under **Settings → Calendar Colors**.
+
+---
+
+## 5. Managing Bookings & Staff
+
+### 5.1 The Bookings Dashboard
+
+The Bookings page (**📋 Bookings**) is your central hub for all appointments.
+
+#### Filters
+Use the filter bar to narrow your view:
+- **Status**: All, Confirmed, Pending, Completed, Cancelled, No-Show
+- **Date Range**: Today, This Week, This Month, Custom
+- **Staff Member**
+- **Service Type**
+- **Client**
+
+#### Booking Actions
+Click on any booking to:
+- **View Details** — full booking info
+- **Edit** — change time, service, or notes
+- **Reschedule** — move to a new date/time (sends notification to client)
+- **Cancel** — cancel with a reason
+- **Mark as Completed** — finalize the booking
+- **Change Staff** — reassign to another team member
+- **Generate Invoice** — jump to invoicing (see Section 6)
+
+### 5.2 Staff Management
+
+#### Adding a Staff Member
+
+1. Go to **⚙️ Settings → Staff**.
+2. Click **"+ Add Staff Member"**.
+3. Enter:
+   - Full name
+   - Email address
+   - Role (Owner, Manager, Staff)
+   - Phone number (optional)
+4. Under **Services**, check which services this staff member is trained to perform.
+5. Click **Invite**. An email with a login link is sent to the new staff member.
+
+#### Staff Roles and Permissions
+
+| Role | Permissions |
+|------|-------------|
+| **Owner** | Full access — everything |
+| **Manager** | Manage bookings, staff, services, invoices. View reports. |
+| **Staff** | View assigned bookings, update booking status, messages. |
+
+#### Setting Staff Availability
+
+1. Go to **⚙️ Settings → Staff** and click on a staff member.
+2. Under **Availability**, set the days and hours each staff member works.
+3. Click **Save**.
+4. When creating a booking, only staff with matching availability will appear as assignable options.
+
+#### Assigning Staff to Bookings
+
+**When creating a booking:**
+- After selecting the service and time, the **Assign Staff** dropdown appears.
+- Only staff available during that time slot are shown.
+- Select the appropriate person and save.
+
+**Rescheduling or reassigning:**
+- Open the booking → **Change Staff** → Select a new staff member.
+- The previous and new staff members receive in-app notifications.
+
+### 5.3 Staff Checklists
+
+Every service can have a built-in checklist that staff complete during the appointment.
+
+1. Go to **🛎️ Services** and click on a service.
+2. Under **Checklist Steps**, click **"+ Add Step"**.
+3. Add each step (e.g., "Wash dog," "Trim nails," "Clean ears," "Final brush-out").
+4. Steps can be:
+   - Required (must be completed)
+   - Optional
+   - Conditional ("If long-haired dog, add double-coat step")
+5. Staff will see this checklist on their mobile app during the booking.
+
+### 5.4 Handling Conflicts and Overlaps
+
+PetMaster prevents double-booking by checking:
+- Staff availability
+- Room/facility capacity (e.g., only 2 grooming stations available)
+- Travel time between locations (if applicable)
+
+When a conflict is detected, a warning appears. You can:
+- Choose an alternative staff member
+- Adjust the booking time
+- Override the conflict (click **Book Anyway**)
+
+---
+
+## 6. Invoicing & Payments
+
+### 6.1 Generating an Invoice
+
+You can create an invoice from a completed booking or manually.
+
+#### From a Booking
+1. Go to **📋 Bookings** and open a completed booking.
+2. Click **Generate Invoice**.
+3. Review the invoice preview:
+   - Line items (services, products, fees)
+   - Subtotal
+   - Tax (if applicable)
+   - Discounts applied
+   - Total
+4. Click **Send Invoice** to email it to the client.
+
+#### Manual Invoice
+1. Go to **💰 Invoices** → **"+ New Invoice"**.
+2. Select the **client**.
+3. Add line items:
+   - **Service** — choose from your service catalog
+   - **Product** — if you sell products (shampoo, toys, etc.)
+   - **Custom** — enter a custom description and amount
+4. Apply any **discounts** (percentage or fixed amount).
+5. Set **due date** (default: net 30).
+6. Click **Save & Send**.
+
+### 6.2 Invoice Statuses
+
+| Status | Meaning |
+|--------|---------|
+| **Draft** | Created but not sent |
+| **Sent** | Delivered to client |
+| **Viewed** | Client has opened the invoice |
+| **Paid** | Payment received |
+| **Overdue** | Past due date |
+| **Refunded** | Full refund issued |
+
+### 6.3 Stripe Integration
+
+PetMaster integrates with Stripe for online payments.
+
+#### Connecting Stripe
+1. Go to **⚙️ Settings → Payments**.
+2. Click **Connect Stripe**.
+3. You'll be redirected to Stripe's login/checkout page.
+4. Authorize PetMaster to access your Stripe account.
+5. Return to PetMaster — your Stripe connection is active.
+
+#### Payment Methods Accepted
+Once Stripe is connected, clients can pay via:
+- Credit/Debit cards (Visa, Mastercard, Amex, Discover)
+- Apple Pay
+- Google Pay
+- Bank transfers (ACH)
+- Other Stripe-supported methods
+
+#### Automatic Payment Requests
+1. When you send an invoice, a **Pay Now** button is included in the email.
+2. The client clicks the link, enters their card details, and pays instantly.
+3. Payment status updates automatically in PetMaster.
+
+#### Payment Reminders
+1. Go to **⚙️ Settings → Payments → Reminders**.
+2. Toggle on **Automatic Payment Reminders**.
+3. Set:
+   - **First reminder**: X days before due date / after due date
+   - **Second reminder**: X days after the first
+   - **Final notice**: X days after the second
+4. Reminders are sent automatically via email.
+
+### 6.4 Refunds
+
+1. Go to **💰 Invoices** and open the paid invoice.
+2. Click **Issue Refund**.
+3. Enter:
+   - **Refund amount** (full or partial)
+   - **Reason** (required)
+4. Click **Confirm Refund**.
+5. The refund is processed through Stripe and the client receives a confirmation email.
+
+### 6.5 Invoices Summary Report
+
+Go to **💰 Invoices → Reports** to see:
+- Total revenue by period
+- Outstanding invoices
+- Overdue amounts
+- Refund totals
+
+---
+
+## 7. Messages & Communication
+
+### 7.1 Message Center Overview
+
+The **💬 Messages** tab is your communication hub. You can send messages to:
+- Individual clients
+- Individual staff members
+- Client groups
+
+### 7.2 Sending a Message to a Client
+
+1. Go to **💬 Messages** → **"+ New Message"**.
+2. Select the **client** from the search dropdown.
+3. Type your message. Use the **template picker** (📝 icon) for quick messages:
+   - Appointment confirmation
+   - Reminder (24 hours before)
+   - Aftercare instructions
+   - "We miss you" re-engagement
+4. Click **Send**.
+5. The client receives the message via in-app notification and email (based on their notification settings).
+
+### 7.3 Reply History
+
+Messages are threaded by client. Clicking a client's name shows:
+- All past messages with that client
+- Messages related to specific bookings
+- Automated messages (reminders, confirmations)
+
+### 7.4 Staff Messaging
+
+- Use the internal messaging system to communicate with your team.
+- @mention a colleague to notify them directly.
+- Messages can be attached to specific bookings for context.
+
+### 7.5 Automated Messages
+
+PetMaster sends automated messages for common events:
+
+| Trigger | Message Sent To |
+|---------|-----------------|
+| Booking confirmed | Client |
+| 24-hour reminder | Client |
+| Booking cancelled | Client |
+| Booking rescheduled | Client |
+| Payment received | Client |
+| Invoice sent | Client |
+
+#### Customizing Automated Messages
+1. Go to **⚙️ Settings → Automated Messages**.
+2. Select a message type to edit.
+3. Modify the subject line and body.
+4. Click **Save Template**.
+
+---
+
+## 8. Reports & Dashboard
+
+### 8.1 The Dashboard
+
+Upon login, you land on the **Dashboard** (📊), which shows:
+
+- **Today's Schedule** — All bookings for today with staff and time
+- **Quick Stats** — Bookings this month, revenue this month, active clients, no-show rate
+- **Upcoming Reminders** — Bookings happening in the next 24 hours
+- **Recent Activity** — Last bookings, invoices, and messages
+- **Revenue Trend** — A small line chart showing revenue over the last 30 days
+
+### 8.2 Revenue Report
+
+1. Go to **📈 Reports → Revenue**.
+2. Select a **date range**.
+3. View:
+   - **Total revenue** (filtered period)
+   - **Revenue by service** (breakdown)
+   - **Revenue by staff member** (performance)
+   - **Revenue trend** (line chart)
+4. Click **Export CSV** or **Download PDF** to save the report.
+
+### 8.3 Booking Report
+
+1. Go to **📈 Reports → Bookings**.
+2. Filter by:
+   - Date range
+   - Service type
+   - Staff member
+   - Status (Completed, Cancelled, No-Show)
+3. View:
+   - **Total bookings**
+   - **Completion rate** (% of bookings completed vs. cancelled/no-show)
+   - **Average booking value**
+4. Export options available.
+
+### 8.4 Client Report
+
+1. Go to **📈 Reports → Clients**.
+2. View:
+   - **Total clients** (active and inactive)
+   - **New clients** (this period)
+   - **Most active clients** (top bookings)
+   - **Client retention rate**
+3. Click on any client to see their detailed history.
+
+### 8.5 Staff Performance Report
+
+1. Go to **📈 Reports → Staff**.
+2. View each staff member's:
+   - Number of completed bookings
+   - Average booking value handled
+   - Client satisfaction scores (if your business uses feedback)
+   - No-show rate for their bookings
+
+### 8.6 Setting Up Scheduled Reports
+
+Automate report delivery:
+
+1. Go to **📈 Reports → Scheduled Reports**.
+2. Click **"+ Schedule Report"**.
+3. Choose:
+   - **Report type** (Revenue, Bookings, Clients, Staff)
+   - **Format** (PDF, CSV)
+   - **Frequency** (Daily, Weekly, Monthly)
+   - **Recipients** (email addresses)
+   - **Date range** (previous day, previous week, previous month)
+4. Click **Save Schedule**.
+
+Reports will be emailed to you and your team on schedule.
+
+---
+
+## 9. Mobile App Usage
+
+### 9.1 Installing the App
+
+**For Staff Members:**
+
+1. Go to the **App Store** (iOS) or **Google Play** (Android).
+2. Search for **"PetMaster Staff"**.
+3. Download and install the app.
+4. Open the app and sign in with your PetMaster email and password.
+
+### 9.2 Staff App Features
+
+#### Today's Schedule
+- See all appointments scheduled for today at a glance.
+- Tap a booking to view:
+  - Client name and address
+  - Pet details and special notes
+  - Service details and checklist
+  - Parking instructions or gate codes
+
+#### Navigation
+- Built-in GPS navigation to the client's address (tap **Directions** button).
+- Estimated travel time between appointments is shown on your route overview.
+
+#### Booking Checklist
+- During a service, open the booking and tap **Start Service**.
+- Complete each checklist step. The client can optionally see progress.
+- Tap **Complete Service** when finished. This can trigger automatic invoice generation.
+
+#### Photo Notes
+- Take photos during the service (before/after for grooming, feeding updates for sitting, etc.).
+- Photos are attached to the booking record and can be shared with the client.
+- To take a photo: Tap **📷 Camera** from the booking details.
+
+#### Messaging
+- Send and receive messages from clients directly from the app.
+- Quick-reply templates for common updates:
+  - "Arrived at home"
+  - "Feeding completed"
+  - "Walk completed"
+  - "Groom done!"
+
+### 9.3 Admin Mobile Features
+
+Business owners can also use the app for on-the-go management:
+
+- **Approve/Decline** self-booked appointments
+- **View** today's bookings and revenue
+- **Create** quick bookings for walk-in clients
+- **Send** message templates to clients
+- **Approve** time-off requests from staff
+
+### 9.4 Push Notifications
+
+The app sends push notifications for:
+- New bookings
+- Booking reminders (24 hours before)
+- Message from a client
+- New self-booking request
+- Payment received
+
+#### Managing Notifications
+1. Open the app → Tap the **gear icon** → **Notifications**.
+2. Toggle each notification type on or off.
+3. Set quiet hours (notifications pause during this time).
+
+### 9.5 Offline Mode
+
+If internet is unavailable:
+- All booked appointments and checklists are available offline.
+- Photos can be taken and will upload when connection is restored.
+- Messages queue and send automatically when back online.
+
+### 9.6 App Permissions
+
+The app requests the following permissions:
+
+| Permission | Purpose |
+|------------|---------|
+| Camera | Take photos during services |
+| Location | GPS navigation to clients |
+| Notifications | Reminders and messages |
+| Microphone | Voice notes in messages (optional) |
+
+---
+
+## 10. Troubleshooting
+
+### 10.1 Login Issues
+
+**Problem: "Invalid email or password"**
+
+1. Make sure you're entering the correct email address.
+2. Click **Forgot Password** and follow the email instructions to reset your password.
+3. If you still can't log in, contact support at **support@petmastercrm.com**.
+
+**Problem: "Account not verified"**
+
+1. Check your email inbox (and spam/junk folder) for the verification email.
+2. Click the verification link. It expires after 24 hours.
+3. If expired, click **Resend Verification Email** on the login page.
+
+### 10.2 Booking Issues
+
+**Problem: Can't book a time slot**
+
+- The slot may be **double-booked** (another staff member is already assigned). Try a different staff member.
+- The service may have a **minimum notice period** (e.g., must book 24 hours ahead).
+- The staff member or room may have **limited availability** for that day. Check the calendar view.
+
+**Problem: Booking didn't confirm**
+
+- The booking may be in **Pending** status. Go to **📋 Bookings** and click **Confirm**.
+- Self-booked appointments require admin approval. Check the **Pending** filter.
+
+### 10.3 Payment Issues
+
+**Problem: Invoice says "Payment Failed"**
+
+1. The client's card may have expired or insufficient funds.
+2. Email the client with a new payment link (from the invoice details page).
+3. Check your Stripe dashboard for the decline reason.
+
+**Problem: Client didn't receive payment link**
+
+1. Verify the client's email address in **👥 Clients**.
+2. Click **Resend Invoice** on the invoice details page.
+3. Ask the client to check their spam folder.
+
+**Problem: Stripe connection lost**
+
+1. Go to **⚙️ Settings → Payments**.
+2. Click **Reconnect Stripe** and follow the steps.
+3. All pending and future invoices will work immediately. Past invoices remain linked.
+
+### 10.4 Self-Booking Portal Issues
+
+**Problem: Portal shows no availability**
+
+1. Go to **🛎️ Services** and check that each service has **availability slots** set for the desired day.
+2. Go to **⚙️ Settings → Staff** and check that at least one staff member is available during those times.
+3. Make sure the service is **not set to "Only for members"** if you want public access.
+
+**Problem: Client gets an error when booking**
+
+1. The client may have selected a service with a **minimum notice period**. Move the date forward.
+2. The service may have reached its **max guests** limit. Ask the client to reduce the number of pets.
+3. Try a different service or time slot.
+
+### 10.5 Mobile App Issues
+
+**Problem: App won't log in**
+
+1. Make sure you have the latest version of the app.
+2. Reset your password from the web app, then try logging in again on the app.
+3. Uninstall and reinstall the app.
+
+**Problem: Photos won't upload**
+
+1. Check your internet connection.
+2. Go to app settings and try **Reconnect**.
+3. Photos uploaded in offline mode will sync when you reconnect. Check the upload queue.
+
+**Problem: Notifications not arriving**
+
+1. Check your phone's notification settings for the PetMaster app.
+2. Make sure Do Not Disturb is off.
+3. In the app: tap gear icon → Notifications → Enable all categories.
+
+### 10.6 General Tips
+
+- **Clear your browser cache** if the web app shows unusual behavior.
+- **Use a supported browser** — Chrome, Firefox, Safari, or Edge (latest version).
+- **Check your internet connection** if pages load slowly or time out.
+- **Restart the app** on your mobile device if features seem frozen.
+
+### 10.7 Getting Help
+
+If you can't solve an issue with this guide:
+
+- **In-App Support**: Tap **? Help** in the app or click **Help** in the web app footer.
+- **Email**: support@petmastercrm.com
+- **Knowledge Base**: docs.petmastercrm.com
+- **Phone**: 1-800-PETMASTER (Mon–Fri, 8 AM – 6 PM PT)
+
+Please include:
+- Your email address
+- A description of the problem
+- Screenshots if possible
+- Steps to reproduce the issue
+
+---
+
+## Appendix
+
+### A. Glossary
+
+| Term | Definition |
+|------|-----------|
+| **Client** | A person or household who books services for their pets |
+| **Booking** | A scheduled appointment for a service |
+| **Service** | A type of service you offer (groom, sit, board, walk) |
+| **Staff** | A team member who performs services |
+| **Invoice** | A bill sent to a client for services rendered |
+| **Self-Booking** | A booking made directly by a client through the portal |
+| **Package** | A bundled set of services at a discounted rate |
+| **Custom Field** | An extra piece of information you collect about a client or pet |
+| **No-Show** | A booking where the client didn't show up |
+| **Recurring Appointment** | A booking that repeats on a set schedule |
+
+### B. What's Next?
+
+Now that you're set up:
+- Import your existing client list (Settings → Import → CSV)
+- Set up recurring client reports for your team
+- Customize your self-booking portal branding
+- Explore the mobile app's advanced features
+
+### C. Keyboard Shortcuts Reference
+
+See Section 1.6 of this manual for the full list.
+
+---
+
+*Thank you for choosing PetMaster! We're here to help your pet care business thrive.*