This page answers common questions about Bookwell. Select your role to see relevant questions.
General Questions
What is Bookwell?
Bookwell is a wellness booking and management platform that helps businesses manage appointments, staff, and customers. It provides online booking for customers and comprehensive management tools for business owners.
Who uses Bookwell?
Bookwell serves three main user types:
- Business Owners/Admins - Manage the business, services, and staff
- Therapists/Staff - Manage schedules and provide services
- Customers - Book appointments and manage their accounts
Is Bookwell secure?
Yes. Bookwell uses industry-standard security practices:
- All connections are encrypted (HTTPS/TLS)
- Payment processing through PCI-compliant Stripe
- Regular security audits
- Data stored in secure, SOC 2 compliant infrastructure
For Customers
How do I book an appointment?
- Visit the booking page
- Select a service
- Choose a date and time
- Enter your information
- Complete payment (if required)
- Receive confirmation
See the Booking Guide for detailed steps.
Can I cancel or reschedule my appointment?
Yes. Click the link in your confirmation email or log into your account to manage your booking. Note that cancellation policies may apply depending on how close to the appointment time you cancel.
How do I use a gift card?
Enter your gift card code at checkout. The balance will be applied to your booking. Any remaining balance stays on the card for future use.
I didn't receive a confirmation email. What should I do?
- Check your spam or junk folder
- Verify the email address you entered
- Log into your account (if you have one) to view bookings
- Contact the business directly
Can I request a specific therapist?
Yes. When booking, you can select a specific therapist or choose "Any Available" for the first available time.
What if I need to change my appointment details?
Contact the business directly for changes like adding services or special requests. Some changes may require canceling and rebooking.
For Therapists
How do I view my schedule?
Log in to your therapist portal and go to Schedule. You can view by day, week, or month.
How do I request time off?
Go to Schedule > Time Off and submit a request. Your administrator will review and approve it.
Can I see client information before appointments?
Depending on your permissions, you may see client names, contact info, and notes. Check your profile settings or ask your administrator.
How do I add notes to an appointment?
When you complete an appointment, you'll be prompted to add notes. You can also add notes by clicking on the appointment and selecting Add Notes.
What if a client doesn't show up?
Mark the appointment as "No Show" after the grace period. Follow your business's no-show policy regarding charges.
Can I block time for personal appointments?
Yes. Click on the calendar and select Block Time to prevent bookings during that period.
For Admins
How do I add a new service?
Go to Services > Add Service. Enter the name, description, duration, price, and assign therapists who can provide it.
See Managing Services for details.
How do I add a staff member?
Go to Staff > Therapists > Add. Enter their information, assign services, and send an invitation email.
See Managing Therapists for details.
How do I handle refunds?
From the appointment or payment, click Refund. Choose full or partial refund and confirm. Refunds process through Stripe.
See Payments for details.
Can I customize the booking page?
Yes. Go to Settings > Booking Page to customize:
- Logo and colors
- Service display
- Required fields
- Policies displayed
How do I set up online payments?
Go to Settings > Payments and connect your Stripe account. Follow the Stripe onboarding flow to complete setup.
How do I export data?
Most sections have export options:
- Appointments: Export filtered lists as CSV
- Customers: Export customer list
- Reports: Download as CSV or PDF
Can I integrate with other systems?
Yes. Bookwell offers:
- API access for custom integrations
- Webhooks for real-time events
- Calendar sync for staff
See the API Documentation for details.
Technical Questions
What browsers are supported?
Bookwell supports the latest versions of:
- Chrome
- Firefox
- Safari
- Edge
Is there a mobile app?
Yes. Download the Bookwell app from:
- Apple App Store (iOS)
- Google Play Store (Android)
The mobile app provides core booking and management features.
How do I reset my password?
Click Forgot Password on the login page, enter your email, and follow the instructions in the reset email.
Why am I seeing an error message?
Common causes:
- Session expired (try logging in again)
- Browser cache (try clearing cache)
- Network issues (check connection)
- Temporary outage (check status page)
If issues persist, contact support.
How do I enable two-factor authentication?
Go to Account > Security > Two-Factor Authentication and follow the setup instructions. You'll need an authenticator app.
Billing Questions
How does pricing work?
Contact our sales team for current pricing. Plans typically include:
- Monthly subscription based on features
- Transaction fees may apply for payments
- Add-ons available for advanced features
Can I change my plan?
Yes. Go to Settings > Subscription or contact your account manager to upgrade or downgrade.
How do I view invoices?
Go to Settings > Billing > Invoices to view and download past invoices.
What payment methods do you accept?
We accept major credit cards through Stripe. Some plans may offer annual payment options.
Still Have Questions?
If you can't find the answer you're looking for:
- Browse the relevant guide for your role
- Contact the business directly for booking questions
- Use the in-app help feature
- Contact Bookwell support for technical issues