Troubleshooting

Customers can't join the line (join page says closed or at capacity)

If customers can't join from the QR code, your link or the door tablet, check these in order:

1. Is the location open? Look at the Open or Closed toggle on the location card or the staff screen. Outside your opening hours, or after the "stop taking walk-ins" time before closing, customers see "Closed for walk-ins."
2. Is the line full? If you set a maximum waiting (line cap), joining pauses when the line reaches it and customers see that you're at capacity. Raise or clear the cap in Location settings.
3. Is a required consent form or expired health record blocking them? Required forms must be completed before joining.
4. Is your trial or subscription active? When a trial or subscription lapses, the line stops taking online check-ins until you subscribe on the Billing page.
5. Is the customer's phone number a valid US mobile number, and their name under 40 characters without links or emoji?

Your team can still add customers manually from the staff screen in most of these cases.

The staff screen won't accept our PIN

The staff PIN is one 6 to 12 digit code per location. If it's not working:

• Make sure you're on the right location's staff screen; each location has its own PIN.
• Someone may have changed the PIN in Location settings. Changing it signs every device out, and they need the new PIN.
• After 20 wrong PINs, the PIN screen locks for 15 minutes. Wait, or sign in with an owner or manager NextUp account instead of the PIN.

An owner or manager can set a new PIN any time: open Location settings, scroll to New staff PIN, enter a new 6 to 12 digit number and click Change PIN. Every change is recorded in the activity log.

The TV display isn't updating or looks wrong

• Not updating: check the TV device's internet connection, then reload the page (or reopen the NextUp app on Apple TV). Paired TVs reconnect to your location automatically.
• Layout or animations look broken or stutter: the TV's built-in browser is probably too old. Plug in an Apple TV 4K (with the NextUp app), a Google TV Streamer, or a Fire TV Stick 4K Max using the Silk browser.
• Screen goes dark: turn off the screen saver and set the TV and streaming device to never sleep.
• Shows the wrong location: pair it again with a new code from Connect a TV on the Locations page.
• No weather: add a US address in Location settings and turn on "Show weather on the TV." If the forecast is unavailable, the TV simply shows none.

Chromecast and Roku can't run the display today (NextUp apps for Roku and Fire TV are coming soon).

Recommended equipment

The door tablet keeps exiting or going dark

If customers tap out of the kiosk, the tablet isn't locked to it. On an iPad, start Guided Access: with the kiosk page open, triple-click the side (or home) button and tap Start; exit by triple-clicking and entering the Guided Access passcode. On Android, turn on Screen Pinning with "Ask for PIN before unpinning," then pin the browser from the Recent Apps screen.

If the screen goes dark after a few minutes, set Auto-Lock (iPad) or Screen timeout (Android) to Never. If you changed your location's link, exit Guided Access or Screen Pinning, open the new kiosk link, and lock it again. If the tablet loses Wi-Fi, it shows the last known line until the connection returns.

Customers aren't getting text messages

NextUp's text messaging is still being switched on, so texts may not be going out on your account yet. This is expected and not a problem with your settings. Customers still see their place and wait live on their phone and when it's their turn, and the TV announces them.

When texting is active on your account, a customer only gets texts if they entered their own US mobile number and ticked the consent box when joining, and hasn't replied STOP. Move-up texts also need the customer to tick "Also text me as I move up," and aren't sent between 9 pm and 8 am. Test visits are never texted.

A setting or feature is greyed out or missing

Some options depend on your role or your account:

• Billing, deleting locations and some exports are owner-only. Managers see most other settings. Owners choose whether managers can download exports and edit prices.
• Move-up texts and phone calls show greyed out until texting is active on your account; NextUp's texting is still being switched on.
• Online payments (tips, deposits, memberships, packages, booth rent) need Stripe connected on the Payouts page, and depend on payments being available for your account.
• Health Records shows for pet grooming locations, or for clients who already have records.
• The type of business can only be changed on your first location; it applies to all locations.

If something still looks wrong, email support@nextupwalkin.com with what you see.

Manager can't see billing or export data

Managers can manage the line and most settings but cannot see or change billing, delete locations, or change the subscription; those are owner-only. Downloads such as the Insights Excel export are available to managers only if an owner allows it. To give someone full access, an owner can change their role to owner from the Admins page (click the menu on their row).

The owner's switch for manager downloads covers the dashboard's exports, such as Insights visit history. Every export is recorded in the activity log, which only owners can read.