Frequently Asked Questions
Account and team
Where do I log in to Maravoa?
Each salon has its own web address, picked during signup, in the form yoursalon.maravoa.com. Sign in with your email and password at that address. If you cannot remember your address, contact support at [email protected].
I forgot my password. How do I reset it?
On the sign in page choose "Forgot password?" and enter the email for your account. If that email matches an account at your salon's address, a reset link is emailed. The link is good for one hour and works only at the address it was requested from. If it does not arrive, check spam, then contact support at [email protected].
How do I change my password while signed in?
Any signed in user can change their own password from Settings or from My Profile. Changing it signs you out of every other device and sends a security notice email.
Can another salon see my clients?
No. Every salon has its own web address and its own records, and an account only exists on the address it was created for. A password reset link is refused if the account has no relationship to the address it is opened on.
How do I add a stylist or a front desk person to my team?
From Settings, Team, invite a professional by text on the Studio and Salon plans. If you do not text the invitation, Maravoa gives you a private link to copy and share. You can record an email address, but Maravoa does not email invitations. Front desk invitations are a Salon plan feature, with up to two active front desk accounts.
What can a front desk account see?
A front desk account works the calendar, the client list, and the register. It has no Reports page and no Money page. Those were confirmed by signing in as each role on a live instance, not read off a permission list.
Booking and appointments
How do my clients book with me online?
Online booking is off until you turn it on. In Settings, Online booking, switch on "Accept online booking requests", then share your booking link or QR code. Clients pick a service, a professional or "any available", and a time. They do not need an account.
Where do I get my booking link or QR code?
In Settings, under Online booking, you can download a booking QR code as a PNG or SVG or open a print ready card. You can also text a client their own booking link from their profile.
What does a client have to enter to book online?
Name and mobile number, plus a text consent checkbox with links to the Terms and Privacy pages. Email and a note are optional. Depending on your business setup, clients may also enter a service address or other appointment details.
Can two clients end up booked in the same slot?
Online booking only offers times that are genuinely open, and the final step re-checks that the chosen time is still free before the appointment is written. If someone took it while the client was filling in the form, the booking page says so and asks for another time.
Can a client cancel their own online booking?
Yes, from the confirmation page they landed on after booking, but only while the appointment is still scheduled and only up to your confirmation lead time before it, which is 48 hours unless you changed it. If a deposit was charged, they are asked to contact the salon instead.
How do I reschedule or cancel an appointment for a client?
Open the appointment. Edit changes the time, professional, services, or duration while it is still scheduled. Cancel asks you to choose "Cancel and text the client" or "Cancel without texting" every time, so a text is never a surprise. If money has already been logged for that visit, refund or undo the sale first.
Payments
How do card payments work?
Card payments run through your own Stripe account, connected from Settings, Payments. Charges settle to you on Stripe's normal payout schedule. Maravoa never holds your money.
Can I take a deposit when a client books online?
Yes. In Settings, Payments, turn on required deposits and choose a fixed dollar amount or a percentage. Once your Stripe account is connected and able to charge, the online booking flow adds a card payment step for the deposit before the appointment is confirmed. The rest is due at the appointment.
What happens if a client's card is declined?
Nothing is recorded and nothing is charged. At the register, the decline reason from the card issuer appears on the payment window, the Confirm button becomes available again, and the ticket cannot be completed on that card until a payment goes through, so you can retry or take another method. At online booking, a declined deposit shows the reason on the deposit step and no appointment is created, so the client can try again while their time is still held. Maravoa also re-checks with Stripe that the deposit actually succeeded before it writes the appointment, so a booking never slips through on an unpaid deposit.
How do I refund a client?
Open the ticket in Money and choose Refund. Maravoa issues the card refund at the processor and records the reversal in your ledger. A refund that already moved money back to a card cannot be undone in the app.
A client no-showed and had paid a deposit. What are my options?
On a cancelled or no-show appointment that has a deposit attached, you can refund the deposit to the client's card or keep it as forfeited income. Both actions are on the appointment itself.
I rent a chair. Can card payments come to me instead of the salon?
Yes, if you hold your own portable professional account and the salon has you set up as professional controlled. My Payments is where you connect your own Stripe account so charges you take settle to you, not to the salon.
Can I save a client's card on file for later?
Not yet. Maravoa can charge a card at checkout and can take a deposit at online booking, but it does not keep a reusable card on file for a client today. Saving a card for later use is being designed and there is no date to share.
Texting
What text messages do my clients get?
A confirmation when the appointment is booked and a reminder before it. Confirmation texts are on unless you turn them off, and you choose how many hours ahead they go out, which is 48 by default. Rebooking nudge texts are off until you turn them on. Texts carry your business name and tell the client to reply YES to confirm or NO to cancel.
Will Maravoa text my clients late at night?
No. Client texts are held to 8:00 AM to 6:00 PM in your salon's timezone. An automatic text that comes due outside that window is deferred to the next morning rather than dropped, and a text you send by hand outside the window asks you to confirm first. If your salon's timezone is missing or invalid, the text is not sent at all.
Where do I change my quiet hours?
Quiet hours are not a setting. They are a fixed policy of 8:00 AM to 6:00 PM in your salon's timezone, applied to every client text. Changing your salon timezone in Settings, Business info is what moves the window.
Can I text my clients a promotion or a sale?
No. Maravoa sends appointment related texts only: confirmations, reminders, booking links, waitlist notices, and rebooking nudges you trigger. That is exactly what your clients consented to, and it is what keeps your number in good standing with the carriers.
What happens if a client replies STOP or HELP?
STOP opts that phone number out of appointment texts for your salon immediately and sends one confirmation back. START or UNSTOP puts them back on. HELP replies with what your appointment texts cover and your contact number. A client who has opted out stays opted out until they ask to resubscribe.
A client says they never got their text. What do I do?
First check the client's mobile number on their profile. Then open Reminders to see the recent appointment texts and their delivery status. If the number is right and the send shows a problem, contact support at [email protected]. If your salon is brand new, texts will not deliver until your dedicated number clears carrier review, and Maravoa cannot promise a specific approval date.
A client texted us a photo. Where did it go?
If Maravoa can tell whose photo it is, it lands on that client. If it cannot, it goes to Unmatched photos. Maravoa texts the owner that a photo needs review, and owners and admins also see an "Unmatched photos (N)" link on the Clients page. Open it to assign the photo to the right client or delete it.
Does texting cost extra?
On Solo, Studio, and Salon, texting is included and your salon gets its own dedicated toll free number. A professional on the $19 plan who is attached to a paying Studio or Salon texts through that salon's number at no extra charge. An independent professional on the $19 plan can turn texting on from My Profile for $2 a month, which is the at cost carrier pass through for the number.
Is there a limit on how many texts I can send?
There is a monthly fair use allowance: 200 on the $19 professional plan, 300 on Solo, 1,000 on Studio, and no cap on Salon.
How do I stop the automatic confirmation texts?
Settings, SMS reminders has the switch for confirmation texts, the switch for rebooking texts, and the number of hours ahead the confirmation goes out. Turning confirmations off stops them for the whole salon.
Plans and billing
What do the plans cost and what is the difference?
Stylist is $19 a month for one independent professional: your own clients, calendar, money, reports, and booking page, and it stays yours if you move. Solo is $29 and adds business ownership: register, inventory, gift cards, sales tax, and business settings. Studio is $59 and adds a team of up to five professionals with a combined calendar and team reports. Salon is $119 and adds front desk accounts, service commission, and the owner dashboard, for up to ten professionals.
How many stylists can I have on my plan?
It depends on the plan. Stylist and Solo each cover one person who takes clients. Studio covers up to five, and Salon covers up to ten. An owner who also takes clients counts as one of those. Front desk accounts are not counted, so adding one does not use up a spot.
How does the free trial work?
A new signup gets 14 days free and enters a card at signup, so billing starts when the trial ends. The trial is granted on the signup checkout only. Changing plans later does not start a new trial.
If I change plans, do I lose anything?
Changing plans changes what is unlocked, not what you have. Your appointments, clients, notes, formulas, and photos stay. One limit: a downgrade is refused if your team is larger than the plan you are moving to allows, so remove or move professionals first.
Do my stylists pay for their own accounts?
No. Studio covers up to five working professionals and Salon covers up to ten, with no separate Maravoa subscription for an invited stylist while they are attached. An independent Stylist account is $19 a month, with an optional $2 a month texting add-on. If someone leaves a Studio or Salon, their owned clients, appointments, and calendar move with them. They get 30 days of independent access, then can continue on the $19 Stylist plan or leave the account dormant.
How do I cancel my Maravoa subscription?
An owner cancels from the Billing page, which opens Stripe's billing portal to confirm. Before you cancel, export your client data from Settings so you have your own copy. If you want to know exactly what happens to your data after cancellation, ask support at [email protected] and a person will answer.
How do I update the card Maravoa bills?
From the Billing page, choose Update payment method. It opens Stripe's billing portal, where you change the card on your Maravoa subscription. A professional on the $19 plan does the same from My Subscription.
Data and what Maravoa does not do
Does Maravoa run payroll?
No. Maravoa tracks what each professional earned and what commission is owed, and the Close report reconciles it for a month or a year, but paying people is something you do outside Maravoa.
Can I have a text conversation with a client inside Maravoa?
Not as a chat inbox. Maravoa sends appointment texts and handles the standard replies automatically: YES or NO to confirm or cancel, STOP to opt out, START to come back, HELP for help. Anything else a client texts does not open a thread you can answer in the app, though a photo they send can be attached to their profile.
Does Maravoa do email marketing or campaigns?
No. The emails Maravoa sends are about your own account: onboarding and check in emails, product announcements you can switch off, and security notices. There is no campaign builder and no promotional texting.
Can I get my data out of Maravoa?
Yes. In Settings, under Your data, an owner or admin can download a ZIP export of the salon's client records. Reports also export as CSV, and the Close report exports the full reconciled register for your accountant.
Is my data backed up?
Yes. Production data is backed up daily to encrypted off platform storage, and a separate weekly job actually restores a backup and checks it, so the backups are proven rather than assumed.
What kinds of questions go straight to a person?
Billing disputes and chargebacks, anything about data you do not recognize, security and privacy questions, legal questions, and anything this FAQ does not answer. Those go to a person at [email protected] rather than getting a generic answer.