# Find the next step when something goes wrong

Resolve common access, save, file and payment questions.

Type: Reference

For: All users

Before you start: Start with the correct academy and account.

Reviewed: 2026-09-16

## Common problems



| What you see | What to check |
| --- | --- |
| A page or action is missing | Academy selection, role, assigned scope and plan entitlement. Ask your academy owner. |
| A child is missing | The correct academy and a verified guardian relationship. Do not create a duplicate person. |
| An invoice is still unpaid | Pending evidence review or provider confirmation. Keep the reference; do not pay again without checking. |
| A file is pending or rejected | File type, size and scan status. Use the original supported file; do not rename its extension. |
| A make-up session is unavailable | Credit validity, eligibility, booking window and remaining capacity. |
| A change conflicts with another update | Reload the record, compare its latest state and apply the intended change once. |
| A notice is missing | Recipient scope, preferences and provider availability. Check Inbox first. |
| A date looks wrong | Academy timezone, selected day and any daylight-saving transition. |

## Ask for help with useful context

For class placement, fees, pickup, attendance and family links, contact your academy first. For a technical account problem, email support@kelab.app with the page, approximate time, academy name and a non-sensitive error or request reference.

Do not send passwords, authentication codes, medical details, full bank data or another child's records. Crop or redact sensitive material before sharing a screenshot. If you are reporting a bug, describe the expected result and the last action you took.

## Related guides

- [Roles, relationships and permissions](https://kelab.app/docs/roles-access.md)
- [Files, uploads and exports](https://kelab.app/docs/files-limits.md)
- [Dates and times follow the academy](https://kelab.app/docs/time-zones.md)
- [Protect your account and manage access](https://kelab.app/docs/security.md)