Problems with signing up for online booking are usually as a result of user error. Before contacting Collums support, please check the following.
Client didn't receive their sign up / forgot password email
They should check their junk folder and
Check they have entered their email address correctly.
You should ensure that you have the "Sign Up" notification switched on in Admin > Notifications.
New online booking password not working
Some clients will change their password but find that the new password doesn't work. This is usually down to a typo when entering the password.
Ask your client to use the forgot password link again but without using password managers. They should take care to type the password accurately and watch out for extra spaces at the beginning or end of the password.
If they still cannot get their new password to work, follow these steps:
Change their email address to your email.
Go through the forgot password process and you set a new password.
Check that the new password works.
Change their email back to the correct one and inform them of their new password.
"Email already in use" message
This message is seen if the client is trying to sign up as a new client but the email entered is already in the system.
Either they
have entered the wrong email and should try again or
they should sign up again but select "I am an existing client".
Check who is using the email - enter the email in the search tool in the right hand menu. Also check archived clients in Admin > Clients and check the "Show archived" box.
Also see this article on Email already in use error.
Only one person can have an email - emails cannot be shared. See article here on how to share an email address.
Appointment history is not showing in the online account
Check that your client does not have more than one account by searching for their name. They may have signed up and created a new account that does not contain their history.
If this is the case, merge the accounts and remind them the email that belongs to the original account.
Check if your client has signed up online
Go to the client card > General > Personal. The status of the online account is shown at the bottom left of the page.