Troubleshooting
Quick fixes for common issues. If something isn't working, start here.
Booking link not working
If your booking page shows an error or isn't loading for clients, check the following.
Your subscription is not active
Your booking page is only visible when your Nextro subscription is active. Go to Settings → Subscription to check your status. If your subscription lapsed, resubscribe to restore your page.
The username in the link is wrong
Your booking link is nextroapp.com/book/[yourusername]. Check your exact username in Settings → Profile. If you recently changed your username, the old link no longer works — share the new one.
No available slots
If you have no free (upcoming) slots, clients will see a message that there's nothing available. Go to Bookings → Create to add some slots.
Contact method not set
At least one contact method (phone or email) must be enabled in Settings → Profile for your booking page to display correctly.
Can't create a slot
If the Add slot button is greyed out or you get an error, check the following.
Username not set
You must have a username before you can create slots. Go to Settings → Profile and set your username, then try again.
No contact method enabled
At least one contact method must be turned on. Go to Settings → Profile and enable your phone number or email.
Slot time is in the past
You can only create slots in the future. Check that the date and time you've selected is correct.
Duplicate slot
Nextro won't create a slot if one already exists at the exact same date and start time. Check Bookings → Overview to see if the slot is already there.
Client can't complete a booking
If a client reports an error during checkout or the booking isn't going through, check the following.
Slot already taken
If two clients try to book the same slot at the same time, only the first one succeeds. The slot shows as Booked and the second client sees an error. Ask them to refresh and choose a different slot.
Card payments not enabled
Make sure Accept card payments is toggled on in Bookings → Payments, and that Stripe is fully connected (charges and payouts both enabled).
Price not set
If your session price is empty, card checkout can't proceed. Go to Bookings → Payments and enter a price, then click Save payment options.
Stripe connection incomplete
If your Stripe account is still in restricted mode, payments may be blocked. Go to Bookings → Payments and click Open Payments to check your Stripe status and complete any outstanding verification steps.
Card payments not working
Stripe not fully connected
Go to Bookings → Payments. The status should show Connected with both charges enabled and payouts enabled. If either is missing, click Open Payments to complete Stripe onboarding.
Accept card payments is turned off
Go to Bookings → Payments and make sure the Accept card payments toggle is on. Click Save payment options.
Price is set to £0 or missing
Stripe requires a minimum charge of £1.00. Check your price in Bookings → Payments and make sure it's set correctly.
Payouts not showing or delayed
Payments go directly to your Stripe account, not through Nextro. If you're not seeing money in your bank, check the following.
Stripe payout schedule
Stripe pays out on a rolling schedule — typically 2–7 business days after a payment is received. This is normal and not a Nextro issue. Check your Stripe dashboard for the expected payout date.
Payouts not yet enabled
If you're new to Stripe, payouts may be on hold while Stripe verifies your account. Log in to your Stripe dashboard directly and check for any outstanding verification steps.
Bank account not linked
Go to your Stripe dashboard and confirm a bank account is connected under Payouts. Stripe can't pay you without a linked account.
Session pack credits not appearing
If a client purchased a session pack but can't see the option to use a credit when booking, check the following.
Different email address
Credits are tied to the exact email address used when the pack was purchased. If the client is booking with a different email, Nextro won't find their credits. Ask them to use the same email they used at checkout.
Session packs disabled
If you've cleared your pack settings (disabled packs), clients can still redeem credits from packs they already bought — but they won't see the buy option. Credits are only shown during booking if packs are still active. Re-enable packs in Bookings → Session packs if needed.
Credits already used
Each session uses one credit. If the client has used all their credits, they'll need to pay for each new session or buy another pack.
Confirmation emails not received
Check spam or junk folder
Booking confirmation emails come from admin@nextroapp.com. Ask the client to check their spam or junk folder and mark the sender as safe for future emails.
Email address typo at booking
If the client typed their email incorrectly during checkout, the confirmation went to the wrong address. There's no way to resend to a corrected address — but you can share the receipt link manually. Go to Bookings → Overview, find the booking, and click Copy receipt.
Coach notification not received
New booking notifications are sent to the email address on your Nextro account. Check your spam folder. If you're not receiving them consistently, check that your account email is correct in Settings → Profile.
Cancel your subscription
You can cancel at any time. No minimum contract.
- 1Go to Settings → Subscription.
- 2Click Manage subscription.
- 3In the Stripe billing portal, select Cancel plan.
- 4Confirm the cancellation.
Your account stays active until the end of your current billing period. After that, your booking page is paused. Your data is kept — resubscribing restores everything.