If something you configured isn't appearing on your booking page, start with Why isn't this showing up? — that page covers it in detail.
Bookings#
I can't find a booking. The bookings list defaults to today only. Search the customer's name, then click "Show all dates". The search also matches individual player names, so try the child's name if a parent booked. See The bookings list.
A customer says they paid but the booking still shows Pending. PBHQ checks for completed payments every couple of minutes and catches up on its own. If it's still Pending after that, they probably closed the tab before payment finished. Check your Stripe or Square dashboard for the charge: if it's there, set the booking to Confirmed and record the amount; if it isn't, take payment by phone. See Taking payment.
Bookings are stuck holding gear I need. Abandoned checkouts stay Pending and keep their gear reserved — nothing expires automatically. Filter the bookings list by "Any Payment" → "Awaiting Payment" and cancel the dead ones.
I need to move a booking to a different play area. You can't change it on the edit screen ("Play area assignment cannot be changed here."). Either handle it verbally on the day, or cancel and rebook.
Someone booked a time we're closed. Almost always a special hours override left in place, or a custom reservation made by staff. Check for the amber "Custom" pill on the booking.
Money#
A customer was charged more than the listed price. That's the fees and tax on top. Their confirmation email itemizes them. See How the money works.
My revenue numbers don't match my bank deposits. Reports show booking value; your bank shows settled money after processor fees, refunds, and payout timing. Use Stripe or Square for reconciliation. See Reports.
A booking shows as unpaid but I took cash. Record it in "Amount Collected" on the booking. PBHQ never assumes payment from status.
Checkout isn't charging anyone. No processor is connected — you're in demo mode. See Connect a payment processor.
Square is warning me to reconnect. Do it. Click "Reconnect Square" and sign in again. One of those warnings means your connection will stop working on its own.
I set a $0 deposit on a tier and now it charges nothing.
Correct — 0 means "collect nothing today". Blank means "charge in full". See
Gear deposits.
Waivers#
A player didn't get their waiver email. Check spam. Check the email address on their roster row and fix it with "Edit". Then use "Send Link" to resend.
Players aren't signing before game day. PBHQ doesn't automatically nag individual players. Point the organizer at their group waiver page — they can resend links and fill in guests themselves — and chase the roster a few days out. The "Waiver Compliance" tile in Reports tells you where you stand.
I can't check someone in — the button is greyed out. Their waiver isn't cleared. Hand them a device to sign on, resend the link, or record a paper waiver if your field has that enabled.
A player says they already signed but shows as Pending. They may have signed for a different booking, or filled the form in without submitting it. Check the Players directory, which searches all dates by name.
A minor's waiver won't submit. Guardian details are all required for anyone under 18, and PBHQ decides that from the date of birth — a player can't opt out of it.
A waiver PDF won't open. The link is time-limited; click the badge again for a fresh one. If it keeps failing, contact PBHQ support with the player's name and booking date.
Kiosk#
"Launch Kiosk" is greyed out. No PIN is set. Settings → "Kiosk Mode" → set one.
A player can't find themselves at the kiosk. The kiosk only searches today's bookings. Check the booking is actually today and not cancelled, and that at least two characters were typed. If they're joining a party, use "I'm with a party booked here today".
Someone with a paper waiver can't check in at the kiosk. Expected. The kiosk always requires a digital signature. Check them in from the dashboard.
The kiosk keeps asking for the PIN. The device is clearing cookies, or you're in a private window. Use a normal browser window and leave the tablet signed in.
Settings#
My changes didn't save. Settings changes need the "Apply" button in the bar at the bottom of the screen. The bar appears as soon as you change something.
A team member says "Insufficient permissions." They're on a role that can't open that page. See Roles and permissions.
I changed my Booking URL and links stopped working. Every previously shared link and every embed used the old URL. Update your website's embed code from Settings → "Embed Booking on Your Website" and re-share the new link. Avoid changing it once you've advertised it.
Events#
I can't publish an event. Something overlaps the play areas you reserved. The message names the conflicting bookings or events. Move or cancel them, or drop that area from the event.
I can't change an event's price or date. It locks once anyone registers. Cancel, refund, and recreate.
Walk-ons vanished on a day we have an event. A published event reserving every active area closes walk-ons for that window. Usually intended — if not, drop an area from the event.
Getting help#
Contact PBHQ support with:
- Your field name
- What you were trying to do
- What happened instead, including any exact error message
- The booking date and customer name, if it's about one booking
Some features have to be enabled by support: paper waivers, SMS texting, the processing surcharge, DocuSeal, and sandbox test mode.