Help and frequently asked questions

1. Open Platform Discovery and choose a studio (or open the link the studio sent you).
2. On the studio page, click a service or Book Appointment.
3. Step Service Overview: choose the service, a staff member (or anyone free) and a date and time. Click Enter Details.
4. Step Your Details: enter your name, email and phone (whatever the studio asks for) and, if you like, choose Reminders. Click Review Booking.
5. Step Booking Summary: check your details, tick that you agree to the terms and click Book Now or Go to Payment.
6. If there is a Payment step, choose one of the ways to pay the studio offers.
7. The Confirmation step shows the details of your appointment.

Some studios confirm each booking by hand (for all services or only for some). Such an appointment has the status Pending after you book, and at the end of the booking it says "Your appointment is booked. Once it is confirmed, you will be notified."

• When the studio confirms it, the status changes to Confirmed. If you entered an email address, a confirmation is sent to it.
• If you pay by card, nothing is charged before the studio confirms.
• While the appointment is pending you can cancel or move it, if the studio allows it.

If the confirmation takes long, contact the studio directly.

• At the end of the booking the Confirmation step opens with "Appointment Successfully Booked!" and the details of your appointment. There you can click Download Confirmation or Share.
• The appointment appears straight away in Profile & History → Active Bookings.
• If you entered an email address, a booking confirmation is sent to it. For an appointment the studio still has to confirm, the email comes after it confirms.

If the email does not arrive, check your spam folder and whether Email Notifications are on in Settings.

Yes. In the Service Overview step, under Select Staff, choose a staff member who does that service. You then see only their free times.

If you choose Any Staff Member, you see all free times and LineUp gives the appointment to a free staff member who does that service.

If it says "No Staff for This Service", the studio has not given that service to anyone at the moment. Choose another service or contact the studio.

Each studio decides how far ahead you can book:

• how late before the start you can still book (1 hour by default);
• how many days ahead at most (30 days by default).

Times outside these limits are not shown. There are also none on days the studio is closed, or when all staff are busy or away.

If you need an appointment at short notice or for a later date, contact the studio directly. It can book you in itself.

In the studio's time zone, not your device's. If your device is in another time zone, when you pick a time it says e.g. "Times are in Zagreb time, where the studio is."

The same goes for Active Bookings and for messages. If you book from another country, the time of your booking is the local time where the studio is.

When you click Go to Payment, the time is kept for you until you finish. An unfinished booking is deleted after 30 minutes and the time is free again.

• If you did pay within that time, LineUp finishes the booking by itself.
• If you did not pay, book again. The same time may no longer be free.

No. One booking is one service at one time. For another service make a new booking, e.g. for the time right after the first one.

1. Open Profile & History → Service History.
2. On a completed appointment, click Rebook.
3. A booking opens at the same studio with the service already chosen. Pick a new time and go on as usual.

In the menu (on a phone, the ☰ icon at the top right), in the Profile & History section:

• Active Bookings: upcoming appointments and places in a queue, with the status, address, time and how it is paid. This is where you cancel or change an appointment.
• Service History: your appointments except cancelled ones, both upcoming and past. This is also where the Rebook button for the same service is.

If you don't see an appointment you booked on another device, log in with a code sent to the email or phone you entered when booking.

The appointment is saved with the contact the studio entered.

1. Log in to LineUp with a code sent to that email or phone number.
2. Open Profile & History → Active Bookings.

If the studio sent you a payment link, you can also add the appointment to your bookings on the payment page (Add it to my bookings).

If you still don't see it, the studio may have entered another contact or none. Contact the studio.

You leave a review through a one-time link lineup.direct/r/… that the studio sends you, in the message after the appointment or in a separate message. No login is needed.

1. Open the link.
2. Choose a rating and, if you like, add a comment.
3. Click Send review.

The link works only once the studio has marked the appointment as completed, is valid for 30 days and works once. One appointment can have only one review.

If you didn't get a link, ask the studio to send it to you.

You choose how to pay at the end of the booking. You only see the options the studio offers.

1. Pick the service and the time, and enter your details.
2. In the Booking Summary step, enter a discount code or a gift voucher if you have one. Then click Go to Payment.
3. In the Payment step, under Payment Method, choose:
   • Credit or Debit Card: you pay online, through Stripe;
   • Pay at Location: you book with Book Now - Pay Later and pay in the studio. On a tablet or computer, the label next to it says whether the studio takes cash, card or both.

If the service is free, or a gift voucher covers the whole price, there is nothing to pay. You book with Book Now.

If the studio asks a deposit for the service, paying at the location is not offered: you pay the deposit by card.

A booking paid online is charged when the studio's free cancellation ends. If you cancel in time, you pay nothing and there is no refund to wait for.

Example: the studio offers free cancellation up to 24 hours before. On Monday you book Saturday at 10:00. The amount is held on your card and charged on Friday at about 10:00.

Where you see it:

• before you pay, in the Cancellation box (e.g. "Your card is saved and charged on …, when free cancellation ends."). The button shows the date too: Book · 25 EUR on …;
• after booking, under Profile & History → Active Bookings, in Payment: "Charged to your card on …".

If the studio confirms bookings by hand, nothing is charged before it confirms.

That is a hold (an authorisation). LineUp uses it when free cancellation ends within 5 days, and when the studio confirms bookings by hand:

• the amount stays held on your card;
• it is charged only when free cancellation ends. With studios that confirm bookings by hand, it is charged only after they confirm;
• if you cancel in time or the studio cancels, the hold is released and nothing is charged;
• if the studio does not confirm before the hold runs out, the booking is cancelled and nothing is charged.

How quickly a released hold disappears from your statement depends on your bank.

You pay online by card (credit or debit). You enter it in the Card Details field.

• The payment goes through Stripe. LineUp does not see your card number.
• When the card is charged later, Stripe saves it securely for that booking.
• Other ways of paying online, such as PayPal, are not offered at the moment.

If you do not want to pay online and the studio does not require it, choose Pay at Location.

Credit or Debit Card appears only when:

• the studio takes online payments, and
• the studio can take card payments right now.

If either is missing, you only see Pay at Location. You then book and pay in the studio.

There is no card option either when there is nothing to pay, for example a free service or a gift voucher that covers the whole price.

No. You pay only the price of the service set by the studio, less a discount if you have one. LineUp charges its fee to the studio, not to you.

For a service at your address, the price may also include travel and parking. The studio sets these amounts, and you see them in the price before you pay.

In the currency of the studio's prices. That is the currency of the studio's country:

You see the amount and the currency before you pay. The same goes for deposits, payment links and gift vouchers. If your card is in another currency, your bank converts it on its own terms.

The studio issues invoices, not LineUp. If you need one, ask the studio.

LineUp sends you a booking confirmation by e-mail. With a deposit, it also shows the amount paid by card and the amount you pay in the studio.

When you pay by card, Stripe also e-mails you a payment receipt, to the e-mail on the booking. It shows that the payment went through; it is not the studio's invoice.

You see how a booking is paid under Profile & History → Active Bookings, in Payment. You may see:

• Paid by card or Deposit by card;
• To pay in the studio;
• Paid by gift voucher;
• Refunded to your card.

A studio may ask you to pay your appointment online. The link looks like lineup.direct/pay/…. It comes by e-mail from LineUp, or as a message from the studio's own WhatsApp or SMS.

1. Open the link. You do not need to be signed in or on the device you booked with.
2. On Pay your appointment, check the studio, the service and the time, the amount To pay now, and the deadline ("Please pay by …").
3. Enter your card and click the button: Pay … when the card is charged now, or Confirm · … on … when it is charged later.
4. When you see "Thank you, the payment went through!", you can add the appointment to Google Calendar or Apple / Outlook.

If the studio asks less than the full price, you pay the rest at the appointment. The page says so: "The rest, …, is paid at the appointment."

The Cancellation box shows the cancellation rules for this appointment and when your card is charged: now, held on the card until free cancellation ends, or saved and charged then. Cancelling before that costs nothing. An appointment the studio has already confirmed stays confirmed.

A link is valid until the deadline the studio set, or until you pay. The deadline is never after the appointment starts.

If you do not pay by the deadline, the studio has already chosen what happens: the appointment is cancelled, or it stays as it is. If it is cancelled, you are notified. When the studio chooses cancelling, the e-mail with the request says so.

If the appointment is already on your account, you see My bookings after paying. If not, after paying the page shows Add it to my bookings (while the appointment has not started yet):

1. Click Send me a code. The code goes to the phone or e-mail the studio has for this appointment. The page shows that contact partly hidden, and if the studio has both, you choose where.
2. Enter the code you received.
3. You see "Added to your bookings." The appointment is now in Active Bookings, and you get its reminders.

• The code is valid for 10 minutes.
• After 5 wrong tries, ask for a new code.
• You can ask for a new code after one minute (Send a new code).

Only that appointment is added. Your account is not merged with anything.

Your device remembers the payment links you opened on it. Appointments from them that are not on your account yet are listed in Active Bookings, under "From payment links on this device".

No. A studio sometimes raises the price, for example for an extra when it comes to your address. It cannot raise an amount already held, so it sends you a link for the new total.

• The amount held so far stays on your card until you pay the new one.
• Once the new payment goes through, the old hold is released.
• An appointment is always charged once.

If you do not pay the new amount by the deadline, what the studio chose for an expired link applies.

A deposit is a part of the price you pay by card when you book online. You pay the rest in the studio. A studio may ask it for all services or only for some.

• The studio sets the amount, as a percentage of the price or as a fixed amount.
• It is worked out from the price after discounts.
• If a gift voucher pays part of the price, the deposit is worked out from what is left.
• If the deposit is equal to the price or more, you pay the whole price by card. You then see: "For this service the studio asks for payment by card when you book."
• The smallest deposit is 0.50 in the studio's currency, because Stripe does not take smaller card payments.

You see the amounts in the Booking Summary step, e.g. "Deposit now: €40.00 · In the studio: €40.00".

The deposit is charged to your card by the same rule as a full price: when free cancellation ends. You pay the rest in the studio, the way the studio takes payments. The rest cannot be paid online.

Bookings the studio enters itself, for example when you book by phone, have no deposit.

Because the studio asks a deposit by card for this service. The Payment step then offers only Credit or Debit Card, and you pay the rest of the price in the studio.

If the studio cannot take card payments at that moment, no deposit is asked. You then book and pay in the studio, as usual.

Yes, if the studio allows it. In the Payment step, below the card details, you then choose:

• Pay the deposit … now, … in the studio, or
• Pay the whole price … now. Then there is nothing left to pay in the studio.

If you see "Deposit … by card now, the rest … you pay in the studio." instead of a choice, the studio takes only the deposit online, and you pay the rest in the studio.

The studio's cancellation rules apply to the deposit. You see them before you pay, in the Cancellation box.

1. Open Profile & History → Active Bookings (on the device you booked on, or logged in).
2. On the appointment's card, click the cross (×) button.
3. In the Cancel Booking window, check what it says about getting money back and click Cancel Appointment.

The time is freed in the studio's schedule at once. If you entered an email address, you get a cancellation confirmation.

The studio sets the deadline for free cancellation, and you see it before booking, in the Cancellation box. If the studio hasn't changed it, it is 24 hours before the appointment.

You don't see the cross (×) button, or cancelling fails, when:

• the studio does not take cancellations online (the Cancellation box says "This studio does not take cancellations online; please contact the studio.");
• you pay in the studio and the free cancellation deadline has passed;
• the appointment has already started;
• the appointment is not on your account: you booked on another device or the studio booked you in. Log in with a code sent to the contact on the booking.

In these cases, cancel directly with the studio.

It depends on the studio's cancellation rule. You see the exact amount before you confirm.

1. Open Profile & History → Active Bookings.
2. On the booking, click the button with the cross (×).
3. The Cancel Booking window shows one of these:
   • "Nothing has been charged yet: cancelling now is free."
   • "… goes back to your card (in about 5–10 working days)."
   • "Free cancellation is over: under the studio's rule nothing is refunded."
4. Click Cancel Appointment or Keep Booking.

The rules:

• Until the free cancellation deadline, cancelling is free. Anything already paid comes back in full.
• After the deadline, you can still cancel a booking paid online, up to the start of the appointment. The percentage the studio set comes back, and it may be 0 %.
• If you do not come, the no-show percentage comes back, usually nothing.
• The rule the studio had when you booked applies. Later changes to the rule do not affect your booking.

If the studio does not take cancellations online, the booking has no cancel button, and before you pay the Cancellation box says "This studio does not take cancellations online; please contact the studio."

Not online. In the app, a booking you pay in the studio can be cancelled only until the deadline for free cancellation. After that, the cancel button is gone, so contact the studio directly.

A booking paid online can be cancelled up to its start. The studio's rule decides what comes back.

When the studio cancels, you get everything back automatically. You do not need to ask.

• If your card was already charged, the full amount comes back. You get an e-mail: "… has refunded … to your card."
• If the amount was only held, or your card was saved, nothing is charged.
• If a gift voucher paid a part, that amount goes back to the voucher.

Only while the appointment waits for the studio's confirmation (status Pending), if the studio allows changes and if the appointment is further away than the free cancellation deadline. Then:

1. In Active Bookings, click the pencil icon on the appointment.
2. In the Modify Appointment window, choose a new date and time.
3. Click Confirm Change.

You can change only the time, not the service or the staff member.

You can't move a Confirmed appointment yourself. Contact the studio, or cancel it (while you still can) and book a new one.

A refund goes back to the card you paid with. Depending on your bank, it usually shows on your statement in 5–10 working days. You get an e-mail when the refund is sent.

If the amount was only held on your card, there is no refund: the hold is released. When it disappears from your statement depends on your bank.

For example, when you are not happy with the service or were charged by mistake:

1. Contact the studio. The studio decides on refunds, and it may always give back more than its rule says. In the app it can do this up to 90 days after the appointment.
2. After that, or if you cannot agree with the studio, contact LineUp support (info@lineup.direct).

You can buy a gift voucher from a studio that sells them online:

• on the studio's page, click Buy a gift voucher, and while booking, the Gift voucher link in the header with the studio;
• in search, such studios have the Gift vouchers label, and the Only studios with gift vouchers: filter shows only them;
• some studios also have the purchase page on their own website.

1. Choose For a treatment (a voucher for one service) or An amount.
2. Pick the treatment, or an amount the studio offers. If the studio allows it, you can also type your own amount within its range.
3. Under Who is it for?, choose to send it to someone else or to yourself.
4. Add their name and a message if you like. Both are printed on the voucher.
5. Under Your details, enter your name and e-mail. The confirmation goes to that e-mail.
6. Enter your card and click Pay …. The amount is charged right away.

You do not need an account. The studio is the seller. A treatment voucher costs what the treatment costs on the day you buy it.

When the voucher is for you, the PDF comes to your e-mail. The thank-you page also shows the code and "Valid until".

If you see "… does not sell gift vouchers online right now.", ask the studio. It can also issue a voucher itself.

1. Under Who is it for?, choose Someone else: we e-mail it to them.
2. Enter Their e-mail. The purchase cannot go through without it.
3. Under Send it on (optional), pick the date. If you leave it empty, the voucher goes out right away.

What happens next:

• On the chosen day at about 9:00, studio time, they get an e-mail with the voucher (PDF), your name and your message.
• The date can be at most a year ahead.
• You get the purchase confirmation right away, but without the voucher code. Only the person the voucher is for gets the code.

1. Book as usual, at the studio that issued the voucher.
2. In the Booking Summary step, click Have a discount code or a gift voucher?.
3. In the Coupon or gift voucher code field, enter the code from the voucher, with or without dashes, and click Apply.
4. You see "Gift voucher applied" (for a treatment voucher "Gift voucher applied: it pays this service"), and below the price the lines Paid by gift voucher and To pay.

• If the voucher covers the whole price, the amount in the Payment step shows "nothing to pay". No card is needed, and you book with Book Now.
• If it does not cover everything, you pay the rest by card or in the studio, as the studio offers.
• If the studio asks a deposit, the voucher is used first, and the deposit is worked out from what is left.
• You can use one gift voucher per booking.

You can also bring the voucher to the studio. The studio then applies it to your appointment.

An amount voucher (e.g. €100) is spent over several bookings until nothing is left. A treatment voucher is used once.

• When you apply a voucher to a booking, the amount it pays is set aside for that appointment. You cannot spend it on another booking meanwhile.
• If you cancel in time, the amount goes back to the voucher.
• If the voucher holds less than the appointment costs, it pays what it holds, and you pay the difference.

Check the balance on the studio's gift voucher page (the Buy a gift voucher button on the studio's page, or the link the studio gave you): under Check a voucher's balance, enter the code and click Check. You see what is left and until when the voucher is valid. While booking, the Paid by gift voucher line shows what the voucher pays for that appointment.

A treatment voucher is for one named service, e.g. "Massage 60 min".

• The same service: the voucher covers all of it, even if the studio has raised the price since.
• A dearer service in the same group of the studio (e.g. a longer massage): the voucher covers what the voucher's service costs today, and you pay the difference.
• A different service, or a cheaper one in the same group: the voucher does not apply, and you see "This gift voucher is for another service". Ask the studio whether it can help.

The studio sets the validity:

• the purchase page says "Valid for … months from the purchase.";
• the voucher itself says "Valid until".

The voucher must be valid when you book. Once it expires, what is left on it can no longer be used, and booking shows "This gift voucher has expired".

The studio can extend a voucher, even after it has expired: it then works again with what was left on it. If yours expires soon or has expired, contact the studio.

A code has 12 characters in the form XXXX-XXXX-XXXX. Dashes and spaces do not matter. The characters 0, O, 1, I and L are never used in codes.

A voucher is valid in the studios of the owner who issued it: one bought online in all of their studios on LineUp, one issued in the studio in all of them or only in those the studio chose. If you are not sure, contact the studio.

The studio's cancellation rules apply to a voucher as they do to money:

If you do not finish a booking, the amount set aside goes back to the voucher by itself after a while.

A lost voucher or code:

• If you bought the voucher for yourself, the PDF and the code are in the purchase confirmation e-mail.
• If it was sent to someone else, it is in their e-mail.
• The studio can send the voucher (PDF) again by e-mail, to an address you choose. Contact the studio.

A refund: the studio is the seller of the voucher, so ask the studio.

• For a voucher bought online, the studio can refund an unused voucher, or the unused part, to the card it was paid with.
• This is possible up to 180 days after the purchase. A treatment voucher can be refunded only while it is unused.
• After a refund, the refunded part can no longer be used.
• For a voucher bought in the studio, you settle a refund directly with the studio.

1. In the Booking Summary step, click Have a discount code or a gift voucher?.
2. Enter the code and click Apply.
3. When it is valid, you see "Code applied". The old price is crossed out, with the discount and the Total below.

Some studios also have automatic discounts that need no code. They are shown next to the services.

• One discount per booking applies, the largest. If you already have a better one, you see "You already have a better discount".
• If two discounts are equal, the code wins.
• When a code does not apply, the reason is shown, e.g. "This code has expired", "This code is for new customers only", "You have already used this code" or "This code is not valid for this day or time".
• If you cancel the booking, you can use the code again. If you do not come to the appointment, the code counts as used.

A discount code and a gift voucher go in the same field.

Some studios come to the client (a flat, hotel, office). The studio page then says "Comes to your address up to … km". In the search you find them with the filter Only studios that come to me.

1. Choose the service. Under Where? choose At my address (some services are done only at the client's address).
2. Under Your address, enter the street, number and city, or click Choose on the map and put the pin on your entrance.
3. Under How to get in, enter the floor, doorbell or gate code.
4. Under Parking at your place, choose Free, Paid or No parking.
5. Once the address is checked, you see the distance and the travel charge, then the free times.

The price shown before you book already includes the service, travel and parking. Not every staff member goes to clients, so choosing any staff member shows the most free times.

As a rule, the price is final as soon as you book. For places further away (or for some services) the studio confirms the booking by hand. Then the booking says "The studio confirms this booking and the price." and the appointment is Pending.

• When confirming, the studio may add a surcharge, but no more than an amount it set in advance.
• If it does and you entered an email address, the new price is sent to it. In Active Bookings the surcharge shows as Added by the studio.
• If the new price doesn't suit you, cancel the appointment in Active Bookings or contact the studio.

Parking "at its real cost" is paid on the spot, at most up to the amount shown when you booked.

The message gives the reason:

• "The studio does not come to this address." The address is further than the studio goes (the distance is measured in a straight line from the studio).
• "The studio does not come where there is no parking." You chose No parking, and the studio doesn't come then.
• "This service is done at the studio only." Choose another service or At the studio.
• "This staff member works at the studio only. Please choose another." Choose another staff member or anyone free.

You are also offered Book at the studio instead.

No. Open the link from the message, choose your rating, add a comment if you like and click Send review. The studio, service and date are already filled in.

• The link works once, only for that appointment. After sending, it says "Thank you, your review has already been sent."
• It works for 30 days. After that it says "This review link has expired."
• If the appointment is not over yet, it says "You can review once the appointment is over."

1. In the menu, open Preferences (Settings).
2. Under Notification Settings, switch Email Notifications, SMS Notifications, Whatsapp Notifications and Push Notifications on or off.
3. Click Save All Settings.

With e-mail off, you do not get booking confirmations and cancellation notices by e-mail. The message after the appointment does not go by a channel you switched off.

An appointment reminder goes by the channel you chose when booking or the one the studio set. If you do not want it, contact the studio.

The step with your details has a Reminders section ("How would you like to be notified about your appointment?"):

1. Pick up to 2 channels: Email, SMS, Push or WhatsApp. Email is offered once you enter an e-mail address, SMS and WhatsApp once you enter a mobile number.
2. Choose when: 24 hours, 2 hours, 1 hour or 30 minutes before, or Custom date & time.

A channel the studio does not offer says "Store owner did not allow this notification channel". If you pick a channel you switched off in your settings, the app asks whether to switch it on. For push, the browser asks for permission.

If the chosen channel is not available when the reminder is due, it arrives by another channel that can reach you.

1. Open Preferences (Settings).
2. Under Push Notifications, click Enable Push Notifications and allow notifications in the browser or app.
3. If it says No Devices Registered, click Register This Device.

Push notifications arrive only on devices you registered. Repeat this on every phone or computer.

No. Booking needs no sign-up and no password. You enter only the details the studio asks for (name, email, phone) and book.

On your first visit LineUp opens a client account for you on that device. Your bookings are kept on it, so on the same device you see them in Active Bookings without logging in.

To see your bookings on another device or in the app, log in with a code sent to your email or phone. No password is needed.

You log in with a one-time code, without a password.

1. At the top right, click the account icon, then Log in.
2. Choose Lite User Login.
3. Choose Email or Phone and enter your address or number.
4. Click Send Verification Code.
5. Enter the 6-digit code you received and click Verify.

The email with the code also has a login link: you can click it instead of typing the code.

You log out in the same menu: Log Out logs out this device, Log Out All Devices logs out all of them.

Bookings made without logging in belong to the device and browser you booked on. On the other device:

1. Log in with a code sent to the same email or phone you entered when booking.
2. Open Profile & History → Active Bookings.

Once you are logged in, you can cancel or change an appointment from any device.

If you still don't see the appointment after logging in (e.g. you booked on someone else's or a shared device), contact the studio. The appointment is saved with them.

1. Log in and open Profile & History → Settings.
2. At the bottom, under Delete account, click Delete.
3. If you like, say why you are leaving, type the word DELETE and click Delete my account.

Your account is switched off at once and you are logged out. Your data is deleted for good within 30 days.

Yes, for iPhone (App Store) and Android (Google Play). Search for LineUp.

You don't need the app: everything also works in the browser at lineup.direct.

• In the app, log in with a code sent to the same email or phone, and you see the same bookings.
• The app can send push notifications. Allow them when your phone asks.
• When the app is installed, lineup.direct links in messages open in it.

Click the flag in the top bar and choose a language.

LineUp is available in 13 languages: Croatian, English, German, Italian, Arabic, Urdu, Russian, Ukrainian, Bosnian, Serbian, Slovenian, French and Spanish. Languages marked beta have not yet been checked by a native speaker.

The language you choose is also kept on your account, so messages about your appointments (confirmations, reminders) come in it too.

• Confirmations, reminders and the message after the appointment go in the client's language: the one they chose in the app or, if they never chose, their browser's or country's language. A client entered by the studio gets the studio's language.
• WhatsApp: if the message is not yet approved in the client's language, it goes in a related language or in English (for example, Serbian and Bosnian get Croatian). Once approved, it switches to the client's language by itself.
• Quick messages you send from an appointment are in your studio's language, because you write them.

Clients can change their language in the app. The next messages then arrive in the new language.

Some studios also take walk-in guests through a queue.

1. Scan the QR code in the studio, or click Join Queue on the studio page.
2. Under Select Service, choose the service.
3. If the studio asks for it, fill in your Contact Information.
4. Click Get Your Ticket Number.

You see your number, how many people are waiting and the estimated wait. You pay when you are served.

If the button says Queue is Paused or Store is Currently Closed, the queue is not taking new guests right now.

• Notifications: before you take a number, in the Enable Queue Notifications card choose a channel and when: When 3rd in line, When next in line, When it's your turn, 10 minutes before or 5 minutes before.
• Following: in Active Bookings, click Track Queue. The QR Code button shows a code you can show in the studio.
• Cancelling: in Active Bookings, click the cross (×) and Cancel Ticket, if the studio allows it.

If you are not there when you are called, the studio can mark you as missed. Then take a new number.

• Email: wait a minute and check your spam folder. The code is valid for 15 minutes.
• SMS: check the number, including the country code. The code is valid for 10 minutes.
• New code: you can ask for one after 2 minutes (Resend Code). A new code cancels the old one, so enter only the latest.
• "Invalid code": after 5 wrong tries the code no longer works. Ask for a new one.

If the code still doesn't arrive, log in with your other contact (email instead of phone).

When you book, the button works once the Card Details are filled in:

• Enter the card number, the expiry date and the security code.
• When everything is right, you see "Card details verified successfully".

The Billing Address is optional. You can leave it empty, or type it without picking it from the dropdown; whatever you fill in is sent with the card. If you choose a country, it must be one from the list.

Paying through a studio's payment link and buying a gift voucher need no billing address.

The studio limits how many active bookings (pending or confirmed) one client can have with it, and you have reached that limit.

• Look at Active Bookings: maybe you have an appointment you no longer need. Cancel it and book the new one.
• Or contact the studio: it can book you in itself.

Your booking is confirmed only after the payment succeeds. If it fails, the bank's message or "Payment failed." appears below the button.

1. Check your card details and try again.
2. If it fails again, try another card or contact your bank.
3. If the studio offers Pay at Location, you can choose that.

An unfinished booking is removed after 30 minutes. If that much time has passed, book again.

Someone booked that time before you, or the studio changed its schedule in the meantime.

• If you opened a link to a particular time, a warning says that time is no longer free. Choose another time below.
• If the error comes at the end of the booking, use Back to return to the Service Overview step and choose another time.

LineUp checks unfinished bookings every 5 minutes. It finishes a paid booking you did not get to finish by itself, at the latest about half an hour after you started it.

1. Wait up to half an hour.
2. Look at Profile & History → Active Bookings and your e-mail (the booking confirmation).

If the booking expired in the meantime or the studio cancelled it, it can no longer be finished. Any amount held on your card is then released. If money was already taken, LineUp support is notified to give it back. In that case, contact support as well.

An older version of the app doesn't know newer pages (e.g. reviewing an appointment or paying at the studio's request), so it opens the home page.

1. Update LineUp in the App Store or Google Play.
2. Open the link again.

Until you update, copy the link and open it in your browser.

You get an e-mail: "We could not charge your card for your booking at …". What happens next depends on the studio's rule:

• "Your booking stays: please pay in the studio." The booking stands, and you pay in the studio.
• "The booking has been cancelled. You can book again with another card."

The same applies when an amount held on your card cannot be charged.

Safari on iPhone allows push notifications only for sites added to the Home Screen. This is Apple's restriction.

You have two options:

• install the LineUp app from the App Store and allow notifications in it; or
• in Safari open lineup.direct, tap Share → Add to Home Screen, open LineUp from the Home Screen and turn push notifications on again.

On computers and Android, push works in Chrome, Firefox and Edge. If you blocked notifications, allow them in your browser settings.