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
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 ## 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.
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 *Thank you for choosing PetMaster! We're here to help your pet care business thrive.*