Help with Retention and follow-up reporting
This page focuses on the guide you were reading. Work through the relevant checks below, then send us a question if the issue is still unresolved.
Missing access may be expected. Check its rollout status before treating the absence of a control as a technical fault.
Start with your retention and follow-up reporting setup
These are checks drawn from this feature's own instructions.
- Open Retention or Reports where available.
- Choose a period and eligible client group.
- Review repeat-booking rates and follow-up outcomes.
- Adjust outreach cadence based on opt-in and client experience.
- A reminder sent is not proof it was read.
- Do not infer clinical outcomes from general booking patterns.
Common problems in Reports & bookkeeping
Choose the problem closest to what you are seeing. Each one includes practical checks and a safe next step.
Totals do not match expected income
- Compare the reporting date range and timezone.
- Separate charges, fees, refunds, taxes, and payouts.
- Verify completed payments in the payment processor before reconciling.
An expense, distance, or export is missing
- Check applied filters and whether the record was saved.
- Verify the correct business and provider are selected.
- Re-run an export for a small known period.
Still not resolved?
When you contact support, tell us what you expected, what happened instead, the non-sensitive error text (if any), and roughly when it occurred. The form will automatically include Retention and follow-up reporting as the topic.
Please do not include passwords, security codes, payment card details, client health records, or any other sensitive information.