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This page collects solutions for the most common issues you may encounter when using Sailia. If your issue is not listed here, contact support.

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Bookings

Cancellations free up capacity immediately. If spots still show as sold out, check whether other bookings were made between the cancellation and your check. Verify you are looking at the correct session date and time in the schedule view.
Common causes include:
  • Payment failure — the customer’s card was declined. Ask them to try a different payment method.
  • Session full — another customer may have booked the last spot. Check whether waitlists are enabled so they can register interest.
  • Browser issue — ask the customer to clear their browser cache or try a different browser.
  • Waiver blocking checkout — if a waiver is required, the customer must complete it before proceeding.
Verify the location filter is set correctly. If you have multiple locations, the schedule may be filtered to a different site. Also check the date range — bookings only appear on the dates they are scheduled for.
Open the booking from the bookings dashboard and edit the session date or time. If the session they need is full, you can increase capacity temporarily or cancel and rebook.

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Payments and refunds

Card refunds processed through Stripe take 5-10 business days to appear. The exact timing depends on the customer’s bank. If it has been longer than 10 business days, check the refund status in your Stripe dashboard.
This can happen with instalment plans where only the first payment needs to succeed. Check the booking’s payment status in the bookings dashboard. If the initial payment failed, the booking should not have been confirmed — contact support if this occurred.
Stripe sends payouts on a regular schedule (usually daily or weekly). Check your payout schedule in the financial dashboard. New Stripe accounts may have a longer initial payout delay. Verify your bank details are correct in your Stripe account settings.
Verify the gift card has a remaining balance. Check that the code has not expired and was entered correctly (codes are case-sensitive). If the card was issued as store credit from a refund, confirm the refund was processed successfully.

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Emails and notifications

Ask the customer to check their spam or junk folder. You can resend the confirmation from the booking details at any time. If the issue persists, verify the customer’s email address is correct on their profile.
Check that the workflow is enabled and the trigger conditions are met. Verify the workflow has an email or SMS action configured. If using merge fields, ensure they are formatted correctly — an invalid merge field can prevent the message from sending.
Check whether multiple workflows are triggered by the same event. For example, both a “new booking” workflow and a “booking confirmation” workflow could send overlapping messages. Review your active workflows and disable any duplicates.

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Card readers and POS

Check that the reader is powered on and connected to the internet (Wi-Fi or ethernet). If the reader shows as offline, restart the device. If the registration code is invalid, restart the reader to generate a new code. See card reader setup for detailed steps.
The decline comes from the customer’s bank, not from Sailia. Ask the customer to try a different card or payment method. If all card payments are failing, check your internet connection and verify the card reader is properly registered.
Verify the POS grid layout is configured for the correct location. Each location can have its own grid layout. If products are missing, check that they are published and assigned to the correct selling channel.

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Memberships and passes

Stripe handles recurring payment retries automatically. If all retries fail, the membership may be paused or cancelled depending on your Stripe settings. A warning banner appears on the customer’s Memberships profile tab with a Complete Payment button that opens the Stripe customer portal. You can also set up a Membership past due workflow to notify the customer automatically.
Sailia prevents duplicate memberships for the same person on the same plan. Check whether the family member already has an active membership. If they do, the purchase is blocked intentionally.
Verify that the activity pass is not expired, has remaining redemptions, and the booked activity is included in the pass’s eligible activities. If the pass has Single user only enabled, confirm the correct family member is included in the booking.
Check the code’s usage limits, product eligibility, and date restrictions. Verify the customer’s basket meets all conditions (minimum items, activity combination, etc.). Usage is counted per item, not per basket.

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Integrations

Confirm that Sync to Xero is toggled on, the payout was created after you enabled syncing, the payout status is paid, and your Xero connection is active. See Xero troubleshooting.
Check that your Google Tag Manager or PostHog container ID is entered correctly in your account settings. Verify the tracking script is loading on your booking page by checking your browser’s developer tools for network requests.
Verify your Adventuro integration API key is active and correctly configured. Check that the activities you want listed are published and have available sessions. Contact Adventuro support if the API key was recently regenerated.

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Still need help?

If you cannot find a solution above, contact the Sailia support team at support@sailia.com. Include:
  • A description of the issue
  • The affected booking or customer reference (if applicable)
  • Screenshots of any error messages
  • The steps you have already tried

FAQ

Answers to common questions about Sailia features.

Account settings

Review and update your account configuration.