Troubleshooting: quick fixes for the common roadblocks
The problems that reach support most, each with the cause and the fix, so you can sort it in a minute.
The Secretary quoted the wrong price or hours
Prices, durations, stock and hours come from Store, never from the knowledge text or an old web page. Check the item in Store; if your knowledge base also states a price, delete it there. Then ask the question on your page to confirm.
The Secretary did not know something it should
Add it to Secretary → Knowledge base and save. If the fact is on your website, add the site as a source and tap Retrain Secretary.
Customers cannot pay online
Online payment needs a connected payout account and identity verification. Check Transactions (payout account) and Profile → Compliance (verification). Until both are done, services fall back to pay at venue. See Online payments and payouts.
No WhatsApp or SMS reminders were sent
Reminders by WhatsApp/SMS need a phone number, which the Secretary only asks for when Ask for phone number is on under Secretary → Settings, and they are a Pro and Business feature. Email reminders always go.
My handle is "already taken"
Someone registered it first. Try a variation (add your city or a hyphen). If you believe it is your trademark, contact support.
The booking page is paused
Your trial or subscription has ended. Pick a plan under Profile → Subscription & Billing and the page comes straight back with everything intact.
The Secretary offered a time I cannot do
Three causes: your business hours are wider than you work; simultaneous appointments is higher than 1 for a solo business; or a personal commitment is not on the calendar you connected. Fix the one that applies.
Google Calendar is not syncing
Under Integration, disconnect and reconnect, making sure you choose the Google account that owns the calendar you use. Check that bookings appear as events after a test booking.
The website widget does not show
The site's domain must be in the widget's allowed domains list, and the snippet must sit before </body>, not in <head>. Clear your site's cache after adding it.
A photo will not upload
JPG or PNG, up to 5 MB for the profile photo. Images from some phones save as HEIC; convert to JPG or take a screenshot of the photo.
Save changes stays grey
A required field is empty somewhere on the page. Look for the red note next to a field: every service needs a name, a price (or Free) and, for bookable ones, a duration.
I did not get my login code
Search your inbox and spam for "Ordina". Codes expire after a few minutes; tap Resend and use the newest one. If your email provider is blocking us, try a different address and change your login email after.
The country is wrong and I cannot change it
Country is fixed at signup because it drives currency and payouts. Contact support and we will change it.
Something else
Write to help@useordina.com with your handle and, if a customer is involved, their name. Screenshots help. The in-app Help Center under Profile also has a chat with the team.