Help Center Answers to common questions about using NexaVella. Where an answer says "Dashboard -> ...", it points to a screen inside the NexaVella app after you sign in.
Language / Langue: English Français Getting Started Where are the step-by-step guides? How does "Ask the assistant" in the Learning Center work, and what can it answer? What can a Staff account do versus a Manager or Owner? Why does logging in ask for a code, and what if I keep getting it wrong? How does a new staff member or manager confirm their account and sign in, and what if they didn't get the email? What is a staff code and how is it made? I also do the work myself - how do I get added as a bookable technician? What should a salon in Cameroon know about deposits, data and payments? Appointments & Calendar Why can't I delete this appointment? How do I add a walk-in from the Calendar or the Add walk-in button? How do I record a no-show, and what does the No-Shows card count? How do I cancel an appointment? How do I turn a booked appointment into an invoice? How do customers book an appointment themselves, without a NexaVella account? What does a customer tick on the booking page of a business in Cameroon? What is the summary step and the confirmation copy for a business in Cameroon? Billing & Invoicing How is my Revenue calculated - by invoice date or payment date? What is a Credit Memo, and when should I use Cancel Invoice? Why can't I delete this invoice? What does the Record Payment ("Pay") screen show? Where do I record a tip on an invoice? How do discount cards work? How do I add a service or product I forgot to an invoice? How do I record a payment made by bank transfer or mobile money? Can I see every change made to an invoice, and who made it? How are Top Services, Top Products, Top Staff, and Top Customers ranked on my Dashboard? Products & Inventory What is the picture next to each service and product, and can I change it? Why does a product or service need a category, and why can't I pick some categories? Can I control my own product codes, or are they always auto-generated? How do I record a whole shipment of products at once, instead of one product at a time? Can I record who I buy a product from? How do Low Stock Alerts work? What are the Supplier/Destination fields on Stock In and Stock Out, and where can I see the full document? Customers I corrected a customer's name. Where does the new name show up? Why didn't a customer get a text, even though they have a phone number on file? In which language do my customers get their texts, emails and booking pages (English or French)? What do the visibility toggles on Customers/Products/Services/Appointments do? Why am I asked "is this the same person?" when adding a customer? What are the Appointments and AI Conversation Logs tabs on a customer's detail view? Do I need consent when I add a client myself (Cameroon)? Subscriptions & Your Plan How do I upgrade, downgrade, or change my plan? How does my Free Trial work? What is my included usage, and what happens when I use it all up? How does the AI Phone Line setup fee work, and when is my number released? How do I cancel my subscription? How do I contact support, and how fast will I get a reply? What does each plan include? Why can't I add or re-activate a team member? What happens to my team and my data if I change plan? What is available during the free trial? How do I delete my account? What happens to my data when my plan ends? Why does my card statement say PHARDSTO? How do I request a refund? AI Business Assistant Where can I see every AI Business Assistant conversation with my customers, not just one at a time? How does my AI Business Assistant decide what to tell my customers? Can my AI Business Assistant cancel an appointment? What does my AI Phone Line say when a customer calls, and what if it does not know the answer? What notifications go out automatically, and to whom? Reports & Automation What is the Monthly Business Summary and how do I turn it off? What other reports are planned for the Reports page, beyond the Monthly Business Summary? What do the Register Summary and Sales Breakdown reports show? What does the Staff KPIs / Productivity Report show? What does the Commission Summary report show? How do I print a staff member's commission statement? How do I print a report for the period I selected? What does the Top Clients Report show? What does the Client Retention Report show, and what counts as "lapsed"? What is the "Silent Churn" / Appointment Recall listing, and how is "overdue" decided? What does the No-Show & Cancellation Analysis show? What does the Appointment Fill Rate / Booking Source report show? What do the Advanced Analytics charts show (revenue trend, busiest hours, forecast), and how reliable is the forecast? What does the Inventory Level / Valuation Report show, and is it my real cost? What does the Product Usage & Reorder Log show? What is the Today's visits curve on my Dashboard, and how is Busy, Steady or Quiet decided? Settings How does document numbering work for my invoices, appointments, and customers? How do I see who has logged into my app, and when? How do I set up staff commission rates? Why do my prices show in a different currency than I expected? How do I let customers pay by card on their invoices (Payments -> Get paid by your customers)? How do I get paid without cards (bank transfer, MTN MoMo, Orange Money, Zelle, Cash App, PayPal)? Where do I see my NexaVella plan and buy credits (Payments -> Your NexaVella plan & credits)? What can I change on the My Profile page? How do I switch to Dark Mode? Can I see who created an invoice, appointment, customer, product or service - and when?