FAQ & troubleshooting

basic

Common questions and quick fixes — access, modules, passwords, 2FA, bookings, and data privacy.

Quick answers to the questions front-desk staff, managers, and owners ask most. Because everything in Apolaris AI lives in one connected system, most "problems" are really a setting in the right place. Below are the fast fixes.

Access & visibility

I cannot see a feature

A section is usually hidden for one of two reasons: the module is turned off for your organization, or you don't have the privilege for it.

Missing privilege (the common case). Ask a manager to grant your access — see Users & privileges. The full list of permissions is in the Privileges reference.
Whole module is off. If nobody — not even a manager — can see the feature, the module is disabled for your organization. Module on/off switches are not something a manager or owner controls; they are managed by Apolaris as part of your plan (the module-settings screen is reserved for the platform operator). To turn a module on or off, contact support, not your own manager. See Modules.

Quick test: if only you can't see it, it's a privilege; if everyone (managers included) can't see it, the module is off.

How do I turn on a module that is off

You can't toggle modules yourself, and neither can your owner or manager — even the most powerful customer-side roles (a domain manager, is_manager, or a privilege admin, can_manage_privileges) cannot. In the Apolaris-managed model the module-settings screen is reserved for the platform operator (Apolaris); it is not reachable from any customer account.

To enable or disable a module, contact Apolaris support (or your account manager) and tell us what you'd like turned on or off. Changes take effect right away, and enabled modules appear immediately for users who have the matching permission. See Modules.

Why isn't my organization sending WhatsApp reminders or broadcasts?

Business-initiated WhatsApp — appointment reminders, retention automations, broadcasts, waitlist alerts, and journey sends — is controlled by a platform-level switch, Proactive WhatsApp Messaging (master), that ships off for new organizations. While it's off, nothing business-initiated goes out even if your own reminder rules are turned on; replies to messages your customers send you still work as normal. Marketing broadcasts need an extra opt-in on top of the master switch. Like other modules, these switches are managed by Apolaris — contact support to enable them. See Modules.

How do I give a coworker access

An owner or manager opens Users & privileges, selects the person, and ticks the privileges they need. Changes apply on their next page load. More on roles in Employees, users & permissions.

Account & language

I forgot my password

On the sign-in screen choose Forgot your password?, enter your email, and follow the secure link we send. For your security Apolaris AI never emails an actual password — only a one-time link to set your own. Full details in Signing in.

What is the code it asks for after my password?

If your organization uses two-factor authentication (2FA), you complete a second step after your password before you reach the app. That step can be a code from an authenticator app (TOTP), a push approval you confirm by tapping a notification on your phone, a one-time code sent by email or SMS, or one of your saved recovery codes.

You're prompted but never set 2FA up: your organization requires it, so you'll be sent to the setup screen to enrol a second factor before you can continue.
You lost your device: use one of your printed recovery codes instead of the app/email/SMS code.
SMS code never arrives: SMS sends only after the platform operator has configured a provider and you've opted in; ask a manager to confirm, or fall back to your authenticator app or recovery codes.
You signed in with a passkey (fingerprint or face): no code is asked at all — a passkey sign-in covers the 2FA step on its own (see the next question).

Full walkthrough — setting up a factor, choosing a method, and printing recovery codes — is in Two-factor authentication.

Yes — with a passkey. Set one up from the two-factor security page: Profile → Two-factor authentication, section Biometric sign-in (passkeys), then Set up this device (in the staff portal the same page is under Perfil → Huella digital y seguridad — "Fingerprint & security"). From then on, the sign-in screen offers a Sign in with fingerprint or face button.

A passkey belongs to the device you set it up on, so add one on each device you use. Because the device unlock proves it's you, a passkey sign-in also covers the 2FA step — no extra code is requested — and your password keeps working as before. Full details in Biometric sign-in (passkeys) and Two-factor authentication.

Times look wrong

Times follow the time zone in your profile, not the device clock. Open Your profile and set the correct time zone, then refresh.

How do I change language

Set your language in Your profile and the whole app follows you. You can also switch the language of these docs with the switcher at the top of any page.

Bookings & data

A client cannot be double-booked

That's by design. Apolaris AI checks a new appointment against the staff member's existing active bookings and approved leave, so it blocks overlaps automatically. Reschedule to a free slot or assign another professional. See Appointments & calendar.

Marking the conflicting appointment Cancelled or No-show frees that time slot, so you can then book the new appointment in it. Only live appointments (booked, confirmed, in progress, completed) hold the slot.

Where is my data, and is it private?

Your information is isolated per organization. Staff only see the sites and data they're allowed to, and one business can never see another's records. Read more in Organizations & sites.

This isolation is the quiet advantage over spreadsheets and disconnected apps: one source of truth, with privacy and permissions built in instead of bolted on.

Error pages & help

What do the error pages mean?

Now and then you might land on a friendly full-page message instead of the screen you expected. These pages explain what happened in plain language and give you a way back — they appear in your language (English, Spanish, or French) automatically.

Page not found (404). The link or address doesn't lead anywhere — often a mistyped URL or an old bookmark. Use Go to dashboard or Go back.
Access denied (403). You're signed in but don't have permission for that section. Use Back to dashboard, then ask a manager to grant the privilege you need — see Users & privileges.
Bad request (400). Something about the request was malformed. Head back to the homepage and try the action again.
Something went wrong (500). An unexpected error on our side. Use Try again to reload the page; if it keeps happening, contact support.

Whatever the page, the quickest recovery is almost always one of the buttons on it: return to your dashboard, go back, or try again.

Can I ask the help center a question?

Yes. When you're signed in, open the Ask AI panel in this help center and type your question. The assistant answers from the documentation and is built to be practical:

It understands the page you're reading, so a question like "how do I do that?" is answered in the context of what's in front of you (you'll see the current page shown as a context badge).
It supports follow-up questions — keep the conversation going in the same panel and it remembers the last few turns.
Answers stream in as they're written, so you can start reading right away.
It keeps a short history in your browser (not on your account), and you can clear it any time with the trash/clear button.

Ask AI answers are AI-generated. They're grounded in this documentation, but for critical or irreversible steps, double-check against the relevant guide before you act.

For developers

How do I use the API?

Apolaris AI offers a REST API for integrations and automation. Start with the REST API overview, then see API examples and Integrations & webhooks.

Tips

Most "it's broken" reports are a missing privilege or a disabled module — check those first. A privilege is something a manager can grant; a disabled module is something only Apolaris can switch on.

Still stuck on something here? The full Glossary defines any term that's unclear.
Working across locations? Confirm you're on the right site with Switching site & organization.