{"schemaVersion":1,"locale":"en","title":"Bookelio documentation","url":"https://app.bookelio.app/docs/en","articles":[{"id":"premiers-pas","slug":"getting-started","locale":"en","title":"Getting started with Bookelio","description":"Understand the different areas of Bookelio, prepare your organisation and choose the right workflow for customers, bookings, training courses and payments.","category":"demarrer","audience":["gestionnaire"],"keywords":["getting started","organisation","dashboard","navigation","configuration","booking","training"],"updatedAt":"2026-09-07","url":"https://app.bookelio.app/docs/en/getting-started","markdownUrl":"https://app.bookelio.app/docs/en/getting-started/markdown","markdown":"## What is Bookelio for?\n\nBookelio brings together the preparation of your offering, customer management, bookings, training courses and commercial follow-up. The dashboard is for your team. The public store presents services and training courses to visitors and lets them register or book, depending on your configuration.\n\nNot every organisation uses every module. A care team may mainly work with services and the calendar; a training provider with dates, participants and certificates; and an organisation offering group classes with sessions, waiting lists and credits.\n\nThis documentation describes Bookelio, not the particular screens of a partner website. A connected website may present your catalogue differently or require an additional sign-in. For the standard public journey, see [the online store](/docs/en/online-store).\n\n## Understanding the items you will work with\n\nA few distinctions help prevent mistakes from the outset:\n\n| Item | What it represents | Fictional example |\n| --- | --- | --- |\n| Organisation | Your business or association's workspace | Horizon Workshop |\n| Member | Someone on your team who has access | A manager or instructor |\n| Customer | The person or business associated with your service delivery | Someone booking a session |\n| Place and room | The address, then the resource used at that address | Main Centre, room A |\n| Service | A service that can be booked in a time slot | A 60-minute session |\n| Booking | A customer's occupation of a time slot | Tuesday at 10:00 in room A |\n| Training course and date | Training content and one of its scheduled editions | Introduction, 12 October edition |\n| Payment request | The amount to pay and its payment tracking | A service for which payment must be collected |\n| Document | An invoice or credit note | The invoice for the service |\n\nA customer is not a member of your team. An approved booking is not proof of payment. A payment request is not automatically an invoice. Keep these distinctions in mind when checking statuses or handling a complaint.\n\n## Signing in and choosing your organisation\n\n### Prerequisites\n\nYou need an account authorised to access an organisation. Depending on the installation, public account or organisation creation may be disabled. If you cannot see a registration option, ask your organisation's manager for access rather than trying to create a separate workspace.\n\n1. Sign in with your personal account.\n2. Check the organisation shown in the selector at the top of the sidebar.\n3. If you belong to several organisations, select the one you need to work in.\n4. Check the organisation's name before creating customers, changing prices or sending emails.\n\nData and permissions depend on the selected organisation. Finding a record in another workspace does not mean it will be available in the one you are currently using.\n\n## Finding your way around the menu\n\nThe sidebar groups tools by purpose:\n\n- **Planning**: services, bookings, group classes, packs and credits, training courses.\n- **Sales**: customers, documents, payment requests, payments, stock and gift cards.\n- **Communication**: contact requests, mailing lists, email composition and email history.\n- **Content**: forms, blog posts and blog categories.\n- **Settings**: business details, places, members, permissions and integrations.\n\nUse ‘Search the menu…’ to find a section without opening every group. This searches the navigation, not invoices, customers or bookings. Searches for those records are available on their respective pages.\n\nA missing menu may mean that a module is not enabled for your organisation or that you do not have sufficient permissions. Another member may therefore see more tools. Read [Team and permissions](/docs/en/team-and-permissions) before assuming there is a fault.\n\n## Preparing your workspace in the right order\n\n### Step 1: check your business information\n\nUnder **Settings → Business Details**, check the legal and contact information. Also prepare invoicing settings, VAT and email appearance if you use those features. This information matters for the documents and communications you will send to customers.\n\nSee [Settings](/docs/en/settings) to distinguish organisation details, invoicing rules and connections to service providers. Never put a secret key or password in a service description or a field intended for publication.\n\n### Step 2: prepare your team and resources\n\n1. Check the members and their permissions.\n2. If you offer appointments, create the places and rooms.\n3. Enter opening hours and exceptional closures.\n4. Assign people to the relevant places and services, then check their availability.\n\nCreating a service alone does not produce bookable time slots. The place, room and at least one eligible member must be able to accommodate the service. The [Places and availability](/docs/en/places-and-availability) guide explains this preparation in detail.\n\n### Step 3: choose your operational workflow\n\n- For appointments at bookable times, prepare a [service and its bookings](/docs/en/activities-and-bookings).\n- For a training course offered on set dates, prepare a [training course](/docs/en/trainings), then its dates and registrations.\n- For several participants in the same session, configure [group classes](/docs/en/group-scheduling).\n\nThese workflows address different needs. Do not use a simple room booking as a substitute for training participants if you need certificates and training-specific tracking.\n\n### Step 4: check the customer journey\n\nBefore sharing a link, open the relevant public journey and check the title, description, dates, places and prices. Browsing the catalogue does not trigger a payment. However, confirming a booking or purchase can create real records and start payment collection: coordinate any complete test with your manager and use the environment intended for it.\n\n## Reading the overview without confusing indicators\n\nThe dashboard home page offers a six- or twelve-month period, financial and operational indicators, charts and items to monitor. The selected period provides context for the totals: always compare equivalent periods.\n\nUse this page to spot an anomaly or a record that needs attention, then open the relevant operational list to understand the details. A received payment, an unpaid invoice and a cancelled booking do not describe the same event. Refunds also affect how financial amounts should be interpreted.\n\n## First checks when something goes wrong\n\n### I cannot find a record\n\nFirst check the selected organisation, then the active filters on the page. A period or status filter, or a search that is still filled in, can hide an existing result. Do not immediately create a duplicate.\n\n### I can view records but cannot edit them\n\nViewing and editing may be authorised separately. Ask your manager to check your role; do not share someone else's account to get around the restriction.\n\n### The customer says they have paid, but the record is still pending\n\nCheck the payment request and its associated transactions. Returning to a confirmation page does not, by itself, prove that payment has been confirmed. Follow [Payments](/docs/en/payments) and avoid recording the same receipt twice.\n\n### Which guide should I read next?\n\nStart with the workflow you use every day, then read the cross-cutting topics: [Customers](/docs/en/customers), [Payments](/docs/en/payments), [Communication](/docs/en/communication) and [Troubleshooting](/docs/en/troubleshooting). Each guide explains the consequences of actions so you can intervene without losing track of your records.","text":"What is Bookelio for?\nBookelio brings together the preparation of your offering, customer management, bookings, training courses and commercial follow-up. The dashboard is for your team. The public store presents services and training courses to visitors and lets them register or book, depending on your configuration.\nNot every organisation uses every module. A care team may mainly work with services and the calendar; a training provider with dates, participants and certificates; and an organisation offering group classes with sessions, waiting lists and credits.\nThis documentation describes Bookelio, not the particular screens of a partner website. A connected website may present your catalogue differently or require an additional sign-in. For the standard public journey, see the online store.\nUnderstanding the items you will work with\nA few distinctions help prevent mistakes from the outset:\nItem\nWhat it represents\nFictional example\nOrganisation\nYour business or association's workspace\nHorizon Workshop\nMember\nSomeone on your team who has access\nA manager or instructor\nCustomer\nThe person or business associated with your service delivery\nSomeone booking a session\nPlace and room\nThe address, then the resource used at that address\nMain Centre, room A\nService\nA service that can be booked in a time slot\nA 60-minute session\nBooking\nA customer's occupation of a time slot\nTuesday at 10:00 in room A\nTraining course and date\nTraining content and one of its scheduled editions\nIntroduction, 12 October edition\nPayment request\nThe amount to pay and its payment tracking\nA service for which payment must be collected\nDocument\nAn invoice or credit note\nThe invoice for the service\nA customer is not a member of your team. An approved booking is not proof of payment. A payment request is not automatically an invoice. Keep these distinctions in mind when checking statuses or handling a complaint.\nSigning in and choosing your organisation\nPrerequisites\nYou need an account authorised to access an organisation. Depending on the installation, public account or organisation creation may be disabled. If you cannot see a registration option, ask your organisation's manager for access rather than trying to create a separate workspace.\nSign in with your personal account.\nCheck the organisation shown in the selector at the top of the sidebar.\nIf you belong to several organisations, select the one you need to work in.\nCheck the organisation's name before creating customers, changing prices or sending emails.\nData and permissions depend on the selected organisation. Finding a record in another workspace does not mean it will be available in the one you are currently using.\nFinding your way around the menu\nThe sidebar groups tools by purpose:\nPlanning: services, bookings, group classes, packs and credits, training courses.\nSales: customers, documents, payment requests, payments, stock and gift cards.\nCommunication: contact requests, mailing lists, email composition and email history.\nContent: forms, blog posts and blog categories.\nSettings: business details, places, members, permissions and integrations.\nUse ‘Search the menu…’ to find a section without opening every group. This searches the navigation, not invoices, customers or bookings. Searches for those records are available on their respective pages.\nA missing menu may mean that a module is not enabled for your organisation or that you do not have sufficient permissions. Another member may therefore see more tools. Read Team and permissions before assuming there is a fault.\nPreparing your workspace in the right order\nStep 1: check your business information\nUnder Settings → Business Details, check the legal and contact information. Also prepare invoicing settings, VAT and email appearance if you use those features. This information matters for the documents and communications you will send to customers.\nSee Settings to distinguish organisation details, invoicing rules and connections to service providers. Never put a secret key or password in a service description or a field intended for publication.\nStep 2: prepare your team and resources\nCheck the members and their permissions.\nIf you offer appointments, create the places and rooms.\nEnter opening hours and exceptional closures.\nAssign people to the relevant places and services, then check their availability.\nCreating a service alone does not produce bookable time slots. The place, room and at least one eligible member must be able to accommodate the service. The Places and availability guide explains this preparation in detail.\nStep 3: choose your operational workflow\nFor appointments at bookable times, prepare a service and its bookings.\nFor a training course offered on set dates, prepare a training course, then its dates and registrations.\nFor several participants in the same session, configure group classes.\nThese workflows address different needs. Do not use a simple room booking as a substitute for training participants if you need certificates and training-specific tracking.\nStep 4: check the customer journey\nBefore sharing a link, open the relevant public journey and check the title, description, dates, places and prices. Browsing the catalogue does not trigger a payment. However, confirming a booking or purchase can create real records and start payment collection: coordinate any complete test with your manager and use the environment intended for it.\nReading the overview without confusing indicators\nThe dashboard home page offers a six- or twelve-month period, financial and operational indicators, charts and items to monitor. The selected period provides context for the totals: always compare equivalent periods.\nUse this page to spot an anomaly or a record that needs attention, then open the relevant operational list to understand the details. A received payment, an unpaid invoice and a cancelled booking do not describe the same event. Refunds also affect how financial amounts should be interpreted.\nFirst checks when something goes wrong\nI cannot find a record\nFirst check the selected organisation, then the active filters on the page. A period or status filter, or a search that is still filled in, can hide an existing result. Do not immediately create a duplicate.\nI can view records but cannot edit them\nViewing and editing may be authorised separately. Ask your manager to check your role; do not share someone else's account to get around the restriction.\nThe customer says they have paid, but the record is still pending\nCheck the payment request and its associated transactions. Returning to a confirmation page does not, by itself, prove that payment has been confirmed. Follow Payments and avoid recording the same receipt twice.\nWhich guide should I read next?\nStart with the workflow you use every day, then read the cross-cutting topics: Customers, Payments, Communication and Troubleshooting. Each guide explains the consequences of actions so you can intervene without losing track of your records.","sections":[{"id":"premiers-pas#what-is-bookelio-for","title":"What is Bookelio for?","depth":2,"text":"Bookelio brings together the preparation of your offering, customer management, bookings, training courses and commercial follow-up. The dashboard is for your team. The public store presents services and training courses to visitors and lets them register or book, depending on your configuration.\nNot every organisation uses every module. A care team may mainly work with services and the calendar; a training provider with dates, participants and certificates; and an organisation offering group classes with sessions, waiting lists and credits.\nThis documentation describes Bookelio, not the particular screens of a partner website. A connected website may present your catalogue differently or require an additional sign-in. For the standard public journey, see the online store.","markdown":"Bookelio brings together the preparation of your offering, customer management, bookings, training courses and commercial follow-up. The dashboard is for your team. The public store presents services and training courses to visitors and lets them register or book, depending on your configuration.\n\nNot every organisation uses every module. A care team may mainly work with services and the calendar; a training provider with dates, participants and certificates; and an organisation offering group classes with sessions, waiting lists and credits.\n\nThis documentation describes Bookelio, not the particular screens of a partner website. A connected website may present your catalogue differently or require an additional sign-in. For the standard public journey, see [the online store](/docs/en/online-store).","anchor":"what-is-bookelio-for","url":"https://app.bookelio.app/docs/en/getting-started#what-is-bookelio-for"},{"id":"premiers-pas#understanding-the-items-you-will-work-with","title":"Understanding the items you will work with","depth":2,"text":"A few distinctions help prevent mistakes from the outset:\nItem\nWhat it represents\nFictional example\nOrganisation\nYour business or association's workspace\nHorizon Workshop\nMember\nSomeone on your team who has access\nA manager or instructor\nCustomer\nThe person or business associated with your service delivery\nSomeone booking a session\nPlace and room\nThe address, then the resource used at that address\nMain Centre, room A\nService\nA service that can be booked in a time slot\nA 60-minute session\nBooking\nA customer's occupation of a time slot\nTuesday at 10:00 in room A\nTraining course and date\nTraining content and one of its scheduled editions\nIntroduction, 12 October edition\nPayment request\nThe amount to pay and its payment tracking\nA service for which payment must be collected\nDocument\nAn invoice or credit note\nThe invoice for the service\nA customer is not a member of your team. An approved booking is not proof of payment. A payment request is not automatically an invoice. Keep these distinctions in mind when checking statuses or handling a complaint.","markdown":"A few distinctions help prevent mistakes from the outset:\n\n| Item | What it represents | Fictional example |\n| --- | --- | --- |\n| Organisation | Your business or association's workspace | Horizon Workshop |\n| Member | Someone on your team who has access | A manager or instructor |\n| Customer | The person or business associated with your service delivery | Someone booking a session |\n| Place and room | The address, then the resource used at that address | Main Centre, room A |\n| Service | A service that can be booked in a time slot | A 60-minute session |\n| Booking | A customer's occupation of a time slot | Tuesday at 10:00 in room A |\n| Training course and date | Training content and one of its scheduled editions | Introduction, 12 October edition |\n| Payment request | The amount to pay and its payment tracking | A service for which payment must be collected |\n| Document | An invoice or credit note | The invoice for the service |\n\nA customer is not a member of your team. An approved booking is not proof of payment. A payment request is not automatically an invoice. Keep these distinctions in mind when checking statuses or handling a complaint.","anchor":"understanding-the-items-you-will-work-with","url":"https://app.bookelio.app/docs/en/getting-started#understanding-the-items-you-will-work-with"},{"id":"premiers-pas#signing-in-and-choosing-your-organisation","title":"Signing in and choosing your organisation","depth":2,"text":"","markdown":"","anchor":"signing-in-and-choosing-your-organisation","url":"https://app.bookelio.app/docs/en/getting-started#signing-in-and-choosing-your-organisation"},{"id":"premiers-pas#prerequisites","title":"Prerequisites","depth":3,"text":"You need an account authorised to access an organisation. Depending on the installation, public account or organisation creation may be disabled. If you cannot see a registration option, ask your organisation's manager for access rather than trying to create a separate workspace.\nSign in with your personal account.\nCheck the organisation shown in the selector at the top of the sidebar.\nIf you belong to several organisations, select the one you need to work in.\nCheck the organisation's name before creating customers, changing prices or sending emails.\nData and permissions depend on the selected organisation. Finding a record in another workspace does not mean it will be available in the one you are currently using.","markdown":"You need an account authorised to access an organisation. Depending on the installation, public account or organisation creation may be disabled. If you cannot see a registration option, ask your organisation's manager for access rather than trying to create a separate workspace.\n\n1. Sign in with your personal account.\n2. Check the organisation shown in the selector at the top of the sidebar.\n3. If you belong to several organisations, select the one you need to work in.\n4. Check the organisation's name before creating customers, changing prices or sending emails.\n\nData and permissions depend on the selected organisation. Finding a record in another workspace does not mean it will be available in the one you are currently using.","anchor":"prerequisites","url":"https://app.bookelio.app/docs/en/getting-started#prerequisites"},{"id":"premiers-pas#finding-your-way-around-the-menu","title":"Finding your way around the menu","depth":2,"text":"The sidebar groups tools by purpose:\nPlanning: services, bookings, group classes, packs and credits, training courses.\nSales: customers, documents, payment requests, payments, stock and gift cards.\nCommunication: contact requests, mailing lists, email composition and email history.\nContent: forms, blog posts and blog categories.\nSettings: business details, places, members, permissions and integrations.\nUse ‘Search the menu…’ to find a section without opening every group. This searches the navigation, not invoices, customers or bookings. Searches for those records are available on their respective pages.\nA missing menu may mean that a module is not enabled for your organisation or that you do not have sufficient permissions. Another member may therefore see more tools. Read Team and permissions before assuming there is a fault.","markdown":"The sidebar groups tools by purpose:\n\n- **Planning**: services, bookings, group classes, packs and credits, training courses.\n- **Sales**: customers, documents, payment requests, payments, stock and gift cards.\n- **Communication**: contact requests, mailing lists, email composition and email history.\n- **Content**: forms, blog posts and blog categories.\n- **Settings**: business details, places, members, permissions and integrations.\n\nUse ‘Search the menu…’ to find a section without opening every group. This searches the navigation, not invoices, customers or bookings. Searches for those records are available on their respective pages.\n\nA missing menu may mean that a module is not enabled for your organisation or that you do not have sufficient permissions. Another member may therefore see more tools. Read [Team and permissions](/docs/en/team-and-permissions) before assuming there is a fault.","anchor":"finding-your-way-around-the-menu","url":"https://app.bookelio.app/docs/en/getting-started#finding-your-way-around-the-menu"},{"id":"premiers-pas#preparing-your-workspace-in-the-right-order","title":"Preparing your workspace in the right order","depth":2,"text":"","markdown":"","anchor":"preparing-your-workspace-in-the-right-order","url":"https://app.bookelio.app/docs/en/getting-started#preparing-your-workspace-in-the-right-order"},{"id":"premiers-pas#step-1-check-your-business-information","title":"Step 1: check your business information","depth":3,"text":"Under Settings → Business Details, check the legal and contact information. Also prepare invoicing settings, VAT and email appearance if you use those features. This information matters for the documents and communications you will send to customers.\nSee Settings to distinguish organisation details, invoicing rules and connections to service providers. Never put a secret key or password in a service description or a field intended for publication.","markdown":"Under **Settings → Business Details**, check the legal and contact information. Also prepare invoicing settings, VAT and email appearance if you use those features. This information matters for the documents and communications you will send to customers.\n\nSee [Settings](/docs/en/settings) to distinguish organisation details, invoicing rules and connections to service providers. Never put a secret key or password in a service description or a field intended for publication.","anchor":"step-1-check-your-business-information","url":"https://app.bookelio.app/docs/en/getting-started#step-1-check-your-business-information"},{"id":"premiers-pas#step-2-prepare-your-team-and-resources","title":"Step 2: prepare your team and resources","depth":3,"text":"Check the members and their permissions.\nIf you offer appointments, create the places and rooms.\nEnter opening hours and exceptional closures.\nAssign people to the relevant places and services, then check their availability.\nCreating a service alone does not produce bookable time slots. The place, room and at least one eligible member must be able to accommodate the service. The Places and availability guide explains this preparation in detail.","markdown":"1. Check the members and their permissions.\n2. If you offer appointments, create the places and rooms.\n3. Enter opening hours and exceptional closures.\n4. Assign people to the relevant places and services, then check their availability.\n\nCreating a service alone does not produce bookable time slots. The place, room and at least one eligible member must be able to accommodate the service. The [Places and availability](/docs/en/places-and-availability) guide explains this preparation in detail.","anchor":"step-2-prepare-your-team-and-resources","url":"https://app.bookelio.app/docs/en/getting-started#step-2-prepare-your-team-and-resources"},{"id":"premiers-pas#step-3-choose-your-operational-workflow","title":"Step 3: choose your operational workflow","depth":3,"text":"For appointments at bookable times, prepare a service and its bookings.\nFor a training course offered on set dates, prepare a training course, then its dates and registrations.\nFor several participants in the same session, configure group classes.\nThese workflows address different needs. Do not use a simple room booking as a substitute for training participants if you need certificates and training-specific tracking.","markdown":"- For appointments at bookable times, prepare a [service and its bookings](/docs/en/activities-and-bookings).\n- For a training course offered on set dates, prepare a [training course](/docs/en/trainings), then its dates and registrations.\n- For several participants in the same session, configure [group classes](/docs/en/group-scheduling).\n\nThese workflows address different needs. Do not use a simple room booking as a substitute for training participants if you need certificates and training-specific tracking.","anchor":"step-3-choose-your-operational-workflow","url":"https://app.bookelio.app/docs/en/getting-started#step-3-choose-your-operational-workflow"},{"id":"premiers-pas#step-4-check-the-customer-journey","title":"Step 4: check the customer journey","depth":3,"text":"Before sharing a link, open the relevant public journey and check the title, description, dates, places and prices. Browsing the catalogue does not trigger a payment. However, confirming a booking or purchase can create real records and start payment collection: coordinate any complete test with your manager and use the environment intended for it.","markdown":"Before sharing a link, open the relevant public journey and check the title, description, dates, places and prices. Browsing the catalogue does not trigger a payment. However, confirming a booking or purchase can create real records and start payment collection: coordinate any complete test with your manager and use the environment intended for it.","anchor":"step-4-check-the-customer-journey","url":"https://app.bookelio.app/docs/en/getting-started#step-4-check-the-customer-journey"},{"id":"premiers-pas#reading-the-overview-without-confusing-indicators","title":"Reading the overview without confusing indicators","depth":2,"text":"The dashboard home page offers a six- or twelve-month period, financial and operational indicators, charts and items to monitor. The selected period provides context for the totals: always compare equivalent periods.\nUse this page to spot an anomaly or a record that needs attention, then open the relevant operational list to understand the details. A received payment, an unpaid invoice and a cancelled booking do not describe the same event. Refunds also affect how financial amounts should be interpreted.","markdown":"The dashboard home page offers a six- or twelve-month period, financial and operational indicators, charts and items to monitor. The selected period provides context for the totals: always compare equivalent periods.\n\nUse this page to spot an anomaly or a record that needs attention, then open the relevant operational list to understand the details. A received payment, an unpaid invoice and a cancelled booking do not describe the same event. Refunds also affect how financial amounts should be interpreted.","anchor":"reading-the-overview-without-confusing-indicators","url":"https://app.bookelio.app/docs/en/getting-started#reading-the-overview-without-confusing-indicators"},{"id":"premiers-pas#first-checks-when-something-goes-wrong","title":"First checks when something goes wrong","depth":2,"text":"","markdown":"","anchor":"first-checks-when-something-goes-wrong","url":"https://app.bookelio.app/docs/en/getting-started#first-checks-when-something-goes-wrong"},{"id":"premiers-pas#i-cannot-find-a-record","title":"I cannot find a record","depth":3,"text":"First check the selected organisation, then the active filters on the page. A period or status filter, or a search that is still filled in, can hide an existing result. Do not immediately create a duplicate.","markdown":"First check the selected organisation, then the active filters on the page. A period or status filter, or a search that is still filled in, can hide an existing result. Do not immediately create a duplicate.","anchor":"i-cannot-find-a-record","url":"https://app.bookelio.app/docs/en/getting-started#i-cannot-find-a-record"},{"id":"premiers-pas#i-can-view-records-but-cannot-edit-them","title":"I can view records but cannot edit them","depth":3,"text":"Viewing and editing may be authorised separately. Ask your manager to check your role; do not share someone else's account to get around the restriction.","markdown":"Viewing and editing may be authorised separately. Ask your manager to check your role; do not share someone else's account to get around the restriction.","anchor":"i-can-view-records-but-cannot-edit-them","url":"https://app.bookelio.app/docs/en/getting-started#i-can-view-records-but-cannot-edit-them"},{"id":"premiers-pas#the-customer-says-they-have-paid-but-the-record-is-still-pending","title":"The customer says they have paid, but the record is still pending","depth":3,"text":"Check the payment request and its associated transactions. Returning to a confirmation page does not, by itself, prove that payment has been confirmed. Follow Payments and avoid recording the same receipt twice.","markdown":"Check the payment request and its associated transactions. Returning to a confirmation page does not, by itself, prove that payment has been confirmed. Follow [Payments](/docs/en/payments) and avoid recording the same receipt twice.","anchor":"the-customer-says-they-have-paid-but-the-record-is-still-pending","url":"https://app.bookelio.app/docs/en/getting-started#the-customer-says-they-have-paid-but-the-record-is-still-pending"},{"id":"premiers-pas#which-guide-should-i-read-next","title":"Which guide should I read next?","depth":3,"text":"Start with the workflow you use every day, then read the cross-cutting topics: Customers, Payments, Communication and Troubleshooting. Each guide explains the consequences of actions so you can intervene without losing track of your records.","markdown":"Start with the workflow you use every day, then read the cross-cutting topics: [Customers](/docs/en/customers), [Payments](/docs/en/payments), [Communication](/docs/en/communication) and [Troubleshooting](/docs/en/troubleshooting). Each guide explains the consequences of actions so you can intervene without losing track of your records.","anchor":"which-guide-should-i-read-next","url":"https://app.bookelio.app/docs/en/getting-started#which-guide-should-i-read-next"}]},{"id":"clients","slug":"customers","locale":"en","title":"Managing customers and duplicate records","description":"Create reliable customer records, search and sort customers, distinguish their contact details and merge duplicates without losing their linked records.","category":"clients","audience":["gestionnaire"],"keywords":["customer","contact","search","filter","sort","duplicate","merge","address","language","billing"],"updatedAt":"2026-09-07","url":"https://app.bookelio.app/docs/en/customers","markdownUrl":"https://app.bookelio.app/docs/en/customers/markdown","markdown":"## What is a customer record for?\n\nA customer record brings together the identity, contact details and billing information of a person or business. It can be linked to bookings, registrations, payment requests, invoices, gift cards and credits. It belongs to the currently selected organisation: finding a customer in one organisation does not mean that they exist in another.\n\nThe billing customer is not necessarily the participant. For example, a business may pay for a training course for three employees. It is better to keep one record for that business and enter the participants' names separately when registering them. Do not create three copies of the business to represent those people.\n\nAccess: **Dashboard → Customers**. What you can view and which actions are available depend on your [permissions within the organisation](/docs/en/team-and-permissions).\n\n## Creating a customer\n\nBefore creating a record, search for the name, email address or tax identifier. This reduces duplicates and avoids spreading future payments across several records.\n\n1. Open **Customers**, then choose the create action.\n2. Enter the **name** used to find the customer in Bookelio.\n3. Add the **legal name** if the customer is a business and it differs from the usual name.\n4. Complete the email address and telephone number where known.\n5. Select the type of tax identifier, then enter the corresponding identifier if needed.\n6. Complete the billing address, checking the country in particular.\n7. Optionally enter the home address and preferred language.\n8. Save. Wait for confirmation before using the record in another operation.\n\nDo not invent an email address to work around a missing field. Some messages require a real address. An error in the customer's email address can also prevent their history from being found for training discounts.\n\n### Billing address and home address\n\nThe billing address represents the identity to which documents are addressed. The home address is separate information, useful in participant exports in particular. A home address therefore does not automatically replace the billing address.\n\nIn a training export, you can choose which of the two addresses takes priority. If you are preparing a postal mailing, check that priority and the exported columns rather than assuming that everyone has a complete home address.\n\n### Preferred language\n\nThe record offers French, Dutch and English. When a payment request is created with a customer, that customer's language is used. An invoice subsequently created from the request uses the payment request's language.\n\nChanging a customer's language today should not be treated as reissuing requests and invoices that already exist. Check the document concerned if you need to handle an existing case.\n\n## Searching, filtering and sorting\n\nDirectory filters are applied on the server. The displayed rows therefore match the criteria sent to Bookelio, rather than just filtering a locally loaded portion of the list.\n\nThe compact toolbar lets you combine:\n\n- a text search;\n- the country;\n- whether an email address is present or missing;\n- whether a tax identifier is present or missing.\n\nThe search covers the name, legal name, email address, telephone number, tax identifier, billing city, postcode and street, and the home city and postcode, among other fields. It ignores case, accents and punctuation to make searching easier. Several words can match different fields in the same record: for example, search for `atelier namur` to combine part of a name with a city.\n\nOn a large screen, click the **Name**, **Email**, **VAT / company ID** or **City** column heading to sort the list. A second click reverses the order. On a narrower screen, use the sort selector. The initial order is alphabetical by name; missing values stay at the end for the relevant columns.\n\nThe counter shows the number of results compared with the directory total. Reset restores the default criteria and sorting. Use it when a customer seems impossible to find: a filter for missing email addresses can hide a record whose address has just been completed.\n\n## Editing a record\n\nOpen the edit action on the customer's row, correct the relevant fields and save. Then check the displayed record.\n\nNew operations will use this information, but financial documents that already exist may retain the contact details recorded when they were created. Correcting a record and correcting an invoice are two different operations. Read [Invoices and credit notes](/docs/en/invoices-and-credit-notes) before making changes to an issued document.\n\n## Merging two duplicate customers\n\nMerging brings together two records that genuinely represent the same customer. It is not suitable for replacing a business with one of its employees or combining two people who simply share an email address.\n\n1. Identify the record you want to **keep**.\n2. Open its **Merge** action.\n3. Choose the **duplicate customer to delete**. This selection uses the available directory, even if the main list was filtered.\n4. Compare the information displayed side by side.\n5. For each field, choose the value from the retained record or the duplicate. The retained record's values are selected initially.\n6. Review the retained record's name, the duplicate and the chosen contact details before confirming.\n\nThe duplicate's linked records are transferred to the retained customer, then the duplicate customer record is deleted. This includes bookings, registrations, documents, payments, gift cards and credits. The duplicate is not simply hidden; do not rely on an undo button to restore both records.\n\nA merge may be refused if both customers have registrations for the same group session with a settlement history. This safeguard prevents registrations from being automatically consolidated when their financial consequences need to be checked. Have those registrations put in order before attempting the merge again.\n\n## Deleting is not merging\n\nA customer's row also offers a delete action when your permissions allow it. This action does not transfer the customer's history to another record. If the problem is a duplicate with bookings or payments, consider merging first.\n\nBefore deleting a record, check that it is no longer needed for your operations. Deleting a customer must not be interpreted as cancelling services or issuing a refund. Handle those situations through the relevant functions, and do not delete a customer simply to remove them from a search.\n\n## Resolving common situations\n\n### The customer does not appear\n\nCheck the active organisation, reset the filters and search in turn for the name, email address and tax identifier. Wait for loading to finish after a search. If the record exists under a different spelling, correct it rather than immediately creating a new one.\n\n### The email address is correct, but a participant receives nothing\n\nFor training, the participant's address may take priority over the billing customer's address. Check both in the registration list. A correct billing email address does not automatically correct an incorrect participant address.\n\n### A discount does not recognise the history\n\nTraining loyalty calculations rely on the billing customer's email address and recorded payments. Compare the records used for previous registrations, then consult the [discount simulator](/docs/en/pricing-and-discounts). Merging records does not replace checking the pricing conditions.","text":"What is a customer record for?\nA customer record brings together the identity, contact details and billing information of a person or business. It can be linked to bookings, registrations, payment requests, invoices, gift cards and credits. It belongs to the currently selected organisation: finding a customer in one organisation does not mean that they exist in another.\nThe billing customer is not necessarily the participant. For example, a business may pay for a training course for three employees. It is better to keep one record for that business and enter the participants' names separately when registering them. Do not create three copies of the business to represent those people.\nAccess: Dashboard → Customers. What you can view and which actions are available depend on your permissions within the organisation.\nCreating a customer\nBefore creating a record, search for the name, email address or tax identifier. This reduces duplicates and avoids spreading future payments across several records.\nOpen Customers, then choose the create action.\nEnter the name used to find the customer in Bookelio.\nAdd the legal name if the customer is a business and it differs from the usual name.\nComplete the email address and telephone number where known.\nSelect the type of tax identifier, then enter the corresponding identifier if needed.\nComplete the billing address, checking the country in particular.\nOptionally enter the home address and preferred language.\nSave. Wait for confirmation before using the record in another operation.\nDo not invent an email address to work around a missing field. Some messages require a real address. An error in the customer's email address can also prevent their history from being found for training discounts.\nBilling address and home address\nThe billing address represents the identity to which documents are addressed. The home address is separate information, useful in participant exports in particular. A home address therefore does not automatically replace the billing address.\nIn a training export, you can choose which of the two addresses takes priority. If you are preparing a postal mailing, check that priority and the exported columns rather than assuming that everyone has a complete home address.\nPreferred language\nThe record offers French, Dutch and English. When a payment request is created with a customer, that customer's language is used. An invoice subsequently created from the request uses the payment request's language.\nChanging a customer's language today should not be treated as reissuing requests and invoices that already exist. Check the document concerned if you need to handle an existing case.\nSearching, filtering and sorting\nDirectory filters are applied on the server. The displayed rows therefore match the criteria sent to Bookelio, rather than just filtering a locally loaded portion of the list.\nThe compact toolbar lets you combine:\na text search;\nthe country;\nwhether an email address is present or missing;\nwhether a tax identifier is present or missing.\nThe search covers the name, legal name, email address, telephone number, tax identifier, billing city, postcode and street, and the home city and postcode, among other fields. It ignores case, accents and punctuation to make searching easier. Several words can match different fields in the same record: for example, search for atelier namur to combine part of a name with a city.\nOn a large screen, click the Name, Email, VAT / company ID or City column heading to sort the list. A second click reverses the order. On a narrower screen, use the sort selector. The initial order is alphabetical by name; missing values stay at the end for the relevant columns.\nThe counter shows the number of results compared with the directory total. Reset restores the default criteria and sorting. Use it when a customer seems impossible to find: a filter for missing email addresses can hide a record whose address has just been completed.\nEditing a record\nOpen the edit action on the customer's row, correct the relevant fields and save. Then check the displayed record.\nNew operations will use this information, but financial documents that already exist may retain the contact details recorded when they were created. Correcting a record and correcting an invoice are two different operations. Read Invoices and credit notes before making changes to an issued document.\nMerging two duplicate customers\nMerging brings together two records that genuinely represent the same customer. It is not suitable for replacing a business with one of its employees or combining two people who simply share an email address.\nIdentify the record you want to keep.\nOpen its Merge action.\nChoose the duplicate customer to delete. This selection uses the available directory, even if the main list was filtered.\nCompare the information displayed side by side.\nFor each field, choose the value from the retained record or the duplicate. The retained record's values are selected initially.\nReview the retained record's name, the duplicate and the chosen contact details before confirming.\nThe duplicate's linked records are transferred to the retained customer, then the duplicate customer record is deleted. This includes bookings, registrations, documents, payments, gift cards and credits. The duplicate is not simply hidden; do not rely on an undo button to restore both records.\nA merge may be refused if both customers have registrations for the same group session with a settlement history. This safeguard prevents registrations from being automatically consolidated when their financial consequences need to be checked. Have those registrations put in order before attempting the merge again.\nDeleting is not merging\nA customer's row also offers a delete action when your permissions allow it. This action does not transfer the customer's history to another record. If the problem is a duplicate with bookings or payments, consider merging first.\nBefore deleting a record, check that it is no longer needed for your operations. Deleting a customer must not be interpreted as cancelling services or issuing a refund. Handle those situations through the relevant functions, and do not delete a customer simply to remove them from a search.\nResolving common situations\nThe customer does not appear\nCheck the active organisation, reset the filters and search in turn for the name, email address and tax identifier. Wait for loading to finish after a search. If the record exists under a different spelling, correct it rather than immediately creating a new one.\nThe email address is correct, but a participant receives nothing\nFor training, the participant's address may take priority over the billing customer's address. Check both in the registration list. A correct billing email address does not automatically correct an incorrect participant address.\nA discount does not recognise the history\nTraining loyalty calculations rely on the billing customer's email address and recorded payments. Compare the records used for previous registrations, then consult the discount simulator. Merging records does not replace checking the pricing conditions.","sections":[{"id":"clients#what-is-a-customer-record-for","title":"What is a customer record for?","depth":2,"text":"A customer record brings together the identity, contact details and billing information of a person or business. It can be linked to bookings, registrations, payment requests, invoices, gift cards and credits. It belongs to the currently selected organisation: finding a customer in one organisation does not mean that they exist in another.\nThe billing customer is not necessarily the participant. For example, a business may pay for a training course for three employees. It is better to keep one record for that business and enter the participants' names separately when registering them. Do not create three copies of the business to represent those people.\nAccess: Dashboard → Customers. What you can view and which actions are available depend on your permissions within the organisation.","markdown":"A customer record brings together the identity, contact details and billing information of a person or business. It can be linked to bookings, registrations, payment requests, invoices, gift cards and credits. It belongs to the currently selected organisation: finding a customer in one organisation does not mean that they exist in another.\n\nThe billing customer is not necessarily the participant. For example, a business may pay for a training course for three employees. It is better to keep one record for that business and enter the participants' names separately when registering them. Do not create three copies of the business to represent those people.\n\nAccess: **Dashboard → Customers**. What you can view and which actions are available depend on your [permissions within the organisation](/docs/en/team-and-permissions).","anchor":"what-is-a-customer-record-for","url":"https://app.bookelio.app/docs/en/customers#what-is-a-customer-record-for"},{"id":"clients#creating-a-customer","title":"Creating a customer","depth":2,"text":"Before creating a record, search for the name, email address or tax identifier. This reduces duplicates and avoids spreading future payments across several records.\nOpen Customers, then choose the create action.\nEnter the name used to find the customer in Bookelio.\nAdd the legal name if the customer is a business and it differs from the usual name.\nComplete the email address and telephone number where known.\nSelect the type of tax identifier, then enter the corresponding identifier if needed.\nComplete the billing address, checking the country in particular.\nOptionally enter the home address and preferred language.\nSave. Wait for confirmation before using the record in another operation.\nDo not invent an email address to work around a missing field. Some messages require a real address. An error in the customer's email address can also prevent their history from being found for training discounts.","markdown":"Before creating a record, search for the name, email address or tax identifier. This reduces duplicates and avoids spreading future payments across several records.\n\n1. Open **Customers**, then choose the create action.\n2. Enter the **name** used to find the customer in Bookelio.\n3. Add the **legal name** if the customer is a business and it differs from the usual name.\n4. Complete the email address and telephone number where known.\n5. Select the type of tax identifier, then enter the corresponding identifier if needed.\n6. Complete the billing address, checking the country in particular.\n7. Optionally enter the home address and preferred language.\n8. Save. Wait for confirmation before using the record in another operation.\n\nDo not invent an email address to work around a missing field. Some messages require a real address. An error in the customer's email address can also prevent their history from being found for training discounts.","anchor":"creating-a-customer","url":"https://app.bookelio.app/docs/en/customers#creating-a-customer"},{"id":"clients#billing-address-and-home-address","title":"Billing address and home address","depth":3,"text":"The billing address represents the identity to which documents are addressed. The home address is separate information, useful in participant exports in particular. A home address therefore does not automatically replace the billing address.\nIn a training export, you can choose which of the two addresses takes priority. If you are preparing a postal mailing, check that priority and the exported columns rather than assuming that everyone has a complete home address.","markdown":"The billing address represents the identity to which documents are addressed. The home address is separate information, useful in participant exports in particular. A home address therefore does not automatically replace the billing address.\n\nIn a training export, you can choose which of the two addresses takes priority. If you are preparing a postal mailing, check that priority and the exported columns rather than assuming that everyone has a complete home address.","anchor":"billing-address-and-home-address","url":"https://app.bookelio.app/docs/en/customers#billing-address-and-home-address"},{"id":"clients#preferred-language","title":"Preferred language","depth":3,"text":"The record offers French, Dutch and English. When a payment request is created with a customer, that customer's language is used. An invoice subsequently created from the request uses the payment request's language.\nChanging a customer's language today should not be treated as reissuing requests and invoices that already exist. Check the document concerned if you need to handle an existing case.","markdown":"The record offers French, Dutch and English. When a payment request is created with a customer, that customer's language is used. An invoice subsequently created from the request uses the payment request's language.\n\nChanging a customer's language today should not be treated as reissuing requests and invoices that already exist. Check the document concerned if you need to handle an existing case.","anchor":"preferred-language","url":"https://app.bookelio.app/docs/en/customers#preferred-language"},{"id":"clients#searching-filtering-and-sorting","title":"Searching, filtering and sorting","depth":2,"text":"Directory filters are applied on the server. The displayed rows therefore match the criteria sent to Bookelio, rather than just filtering a locally loaded portion of the list.\nThe compact toolbar lets you combine:\na text search;\nthe country;\nwhether an email address is present or missing;\nwhether a tax identifier is present or missing.\nThe search covers the name, legal name, email address, telephone number, tax identifier, billing city, postcode and street, and the home city and postcode, among other fields. It ignores case, accents and punctuation to make searching easier. Several words can match different fields in the same record: for example, search for atelier namur to combine part of a name with a city.\nOn a large screen, click the Name, Email, VAT / company ID or City column heading to sort the list. A second click reverses the order. On a narrower screen, use the sort selector. The initial order is alphabetical by name; missing values stay at the end for the relevant columns.\nThe counter shows the number of results compared with the directory total. Reset restores the default criteria and sorting. Use it when a customer seems impossible to find: a filter for missing email addresses can hide a record whose address has just been completed.","markdown":"Directory filters are applied on the server. The displayed rows therefore match the criteria sent to Bookelio, rather than just filtering a locally loaded portion of the list.\n\nThe compact toolbar lets you combine:\n\n- a text search;\n- the country;\n- whether an email address is present or missing;\n- whether a tax identifier is present or missing.\n\nThe search covers the name, legal name, email address, telephone number, tax identifier, billing city, postcode and street, and the home city and postcode, among other fields. It ignores case, accents and punctuation to make searching easier. Several words can match different fields in the same record: for example, search for `atelier namur` to combine part of a name with a city.\n\nOn a large screen, click the **Name**, **Email**, **VAT / company ID** or **City** column heading to sort the list. A second click reverses the order. On a narrower screen, use the sort selector. The initial order is alphabetical by name; missing values stay at the end for the relevant columns.\n\nThe counter shows the number of results compared with the directory total. Reset restores the default criteria and sorting. Use it when a customer seems impossible to find: a filter for missing email addresses can hide a record whose address has just been completed.","anchor":"searching-filtering-and-sorting","url":"https://app.bookelio.app/docs/en/customers#searching-filtering-and-sorting"},{"id":"clients#editing-a-record","title":"Editing a record","depth":2,"text":"Open the edit action on the customer's row, correct the relevant fields and save. Then check the displayed record.\nNew operations will use this information, but financial documents that already exist may retain the contact details recorded when they were created. Correcting a record and correcting an invoice are two different operations. Read Invoices and credit notes before making changes to an issued document.","markdown":"Open the edit action on the customer's row, correct the relevant fields and save. Then check the displayed record.\n\nNew operations will use this information, but financial documents that already exist may retain the contact details recorded when they were created. Correcting a record and correcting an invoice are two different operations. Read [Invoices and credit notes](/docs/en/invoices-and-credit-notes) before making changes to an issued document.","anchor":"editing-a-record","url":"https://app.bookelio.app/docs/en/customers#editing-a-record"},{"id":"clients#merging-two-duplicate-customers","title":"Merging two duplicate customers","depth":2,"text":"Merging brings together two records that genuinely represent the same customer. It is not suitable for replacing a business with one of its employees or combining two people who simply share an email address.\nIdentify the record you want to keep.\nOpen its Merge action.\nChoose the duplicate customer to delete. This selection uses the available directory, even if the main list was filtered.\nCompare the information displayed side by side.\nFor each field, choose the value from the retained record or the duplicate. The retained record's values are selected initially.\nReview the retained record's name, the duplicate and the chosen contact details before confirming.\nThe duplicate's linked records are transferred to the retained customer, then the duplicate customer record is deleted. This includes bookings, registrations, documents, payments, gift cards and credits. The duplicate is not simply hidden; do not rely on an undo button to restore both records.\nA merge may be refused if both customers have registrations for the same group session with a settlement history. This safeguard prevents registrations from being automatically consolidated when their financial consequences need to be checked. Have those registrations put in order before attempting the merge again.","markdown":"Merging brings together two records that genuinely represent the same customer. It is not suitable for replacing a business with one of its employees or combining two people who simply share an email address.\n\n1. Identify the record you want to **keep**.\n2. Open its **Merge** action.\n3. Choose the **duplicate customer to delete**. This selection uses the available directory, even if the main list was filtered.\n4. Compare the information displayed side by side.\n5. For each field, choose the value from the retained record or the duplicate. The retained record's values are selected initially.\n6. Review the retained record's name, the duplicate and the chosen contact details before confirming.\n\nThe duplicate's linked records are transferred to the retained customer, then the duplicate customer record is deleted. This includes bookings, registrations, documents, payments, gift cards and credits. The duplicate is not simply hidden; do not rely on an undo button to restore both records.\n\nA merge may be refused if both customers have registrations for the same group session with a settlement history. This safeguard prevents registrations from being automatically consolidated when their financial consequences need to be checked. Have those registrations put in order before attempting the merge again.","anchor":"merging-two-duplicate-customers","url":"https://app.bookelio.app/docs/en/customers#merging-two-duplicate-customers"},{"id":"clients#deleting-is-not-merging","title":"Deleting is not merging","depth":2,"text":"A customer's row also offers a delete action when your permissions allow it. This action does not transfer the customer's history to another record. If the problem is a duplicate with bookings or payments, consider merging first.\nBefore deleting a record, check that it is no longer needed for your operations. Deleting a customer must not be interpreted as cancelling services or issuing a refund. Handle those situations through the relevant functions, and do not delete a customer simply to remove them from a search.","markdown":"A customer's row also offers a delete action when your permissions allow it. This action does not transfer the customer's history to another record. If the problem is a duplicate with bookings or payments, consider merging first.\n\nBefore deleting a record, check that it is no longer needed for your operations. Deleting a customer must not be interpreted as cancelling services or issuing a refund. Handle those situations through the relevant functions, and do not delete a customer simply to remove them from a search.","anchor":"deleting-is-not-merging","url":"https://app.bookelio.app/docs/en/customers#deleting-is-not-merging"},{"id":"clients#resolving-common-situations","title":"Resolving common situations","depth":2,"text":"","markdown":"","anchor":"resolving-common-situations","url":"https://app.bookelio.app/docs/en/customers#resolving-common-situations"},{"id":"clients#the-customer-does-not-appear","title":"The customer does not appear","depth":3,"text":"Check the active organisation, reset the filters and search in turn for the name, email address and tax identifier. Wait for loading to finish after a search. If the record exists under a different spelling, correct it rather than immediately creating a new one.","markdown":"Check the active organisation, reset the filters and search in turn for the name, email address and tax identifier. Wait for loading to finish after a search. If the record exists under a different spelling, correct it rather than immediately creating a new one.","anchor":"the-customer-does-not-appear","url":"https://app.bookelio.app/docs/en/customers#the-customer-does-not-appear"},{"id":"clients#the-email-address-is-correct-but-a-participant-receives-nothing","title":"The email address is correct, but a participant receives nothing","depth":3,"text":"For training, the participant's address may take priority over the billing customer's address. Check both in the registration list. A correct billing email address does not automatically correct an incorrect participant address.","markdown":"For training, the participant's address may take priority over the billing customer's address. Check both in the registration list. A correct billing email address does not automatically correct an incorrect participant address.","anchor":"the-email-address-is-correct-but-a-participant-receives-nothing","url":"https://app.bookelio.app/docs/en/customers#the-email-address-is-correct-but-a-participant-receives-nothing"},{"id":"clients#a-discount-does-not-recognise-the-history","title":"A discount does not recognise the history","depth":3,"text":"Training loyalty calculations rely on the billing customer's email address and recorded payments. Compare the records used for previous registrations, then consult the discount simulator. Merging records does not replace checking the pricing conditions.","markdown":"Training loyalty calculations rely on the billing customer's email address and recorded payments. Compare the records used for previous registrations, then consult the [discount simulator](/docs/en/pricing-and-discounts). Merging records does not replace checking the pricing conditions.","anchor":"a-discount-does-not-recognise-the-history","url":"https://app.bookelio.app/docs/en/customers#a-discount-does-not-recognise-the-history"}]},{"id":"lieux-et-disponibilites","slug":"places-and-availability","locale":"en","title":"Configuring places, rooms and availability","description":"Prepare places, rooms, opening hours and members to offer time slots that can genuinely be booked.","category":"reservations","audience":["gestionnaire"],"keywords":["place","location","room","opening hours","availability","closure","cleaning","instructor","time slot"],"updatedAt":"2026-09-07","url":"https://app.bookelio.app/docs/en/places-and-availability","markdownUrl":"https://app.bookelio.app/docs/en/places-and-availability/markdown","markdown":"## Understanding the three levels of availability\n\nA **place** is a location with an address. A **room** is a resource at that place. A **member** is someone on your team who can deliver the service.\n\nFor a time slot to be offered, Bookelio must reconcile the place, the resource and the eligible people. A physically empty room is therefore not enough if the place is closed, no instructor is available or the service's duration does not fit into the remaining window.\n\nIn the English menu, open **Settings → Places**. The bookings module and the appropriate permissions must be available. You will also need **Planning → Services** to associate rooms and members with the services you offer.\n\n## Creating a place\n\n1. Open the list of places and start creating a place.\n2. Give it a name that makes sense to the team and customers, such as ‘Main Centre’.\n3. Enter the street, building number, postcode, city and country.\n4. Add the location's contact details where relevant.\n5. If you enter geographical coordinates, provide both latitude and longitude.\n6. Save and review the record.\n\nThe name identifies the place in selection lists. Avoid several almost identical names if your organisation has multiple sites. A convention such as ‘City — Centre’ makes it easier to select a room and check a booking later.\n\nGeographical coordinates are optional. A latitude without a longitude, or a longitude without a latitude, is rejected. The fields accept decimal values; do not replace these coordinates with the full address. How a map is displayed depends on the public website connected to Bookelio.\n\n## Adding rooms\n\nOpen room management from the place's row.\n\n1. Add a room and give it a clear name: ‘Consulting Room 1’, ‘Studio’ or ‘Private Space’.\n2. If needed, enter the **cleaning time after a booking**, in minutes.\n3. Save.\n4. Repeat this for each resource that can actually be booked.\n5. Then associate these rooms with the relevant services under **Planning → Services**.\n\nA room is not a participant capacity. To organise a session with twelve individual places, use [group classes](/docs/en/group-scheduling) and their capacity rather than creating twelve fictional rooms.\n\n### Understanding the cleaning interval\n\nCleaning adds a period of unavailability after a booking. It reserves time to prepare the room again without including that time in the duration advertised to the customer.\n\nIf both the room and the service define cleaning time, Bookelio applies the longer duration, not their sum. For example, a room requiring 15 minutes and a service requiring 20 minutes result in a 20-minute buffer. A session ending at 11:00 therefore does not make that resource immediately available again at 11:00.\n\nThe **booking interval**, defined on the service, is another concept: it determines the spacing between the offered start times. See [Services and bookings](/docs/en/activities-and-bookings) to coordinate duration, booking interval and cleaning.\n\n## Setting opening hours and closures\n\nOn a place's row, use **Manage availability**, the action associated with the schedule icon.\n\n1. Enter the usual opening hours in the availability manager.\n2. Represent actual breaks, such as a lunch break, in your time windows.\n3. Add exceptional unavailability for closure days, building work or collective leave.\n4. Check each exception's start and end dates.\n5. Save, then check the time slots offered on an ordinary date and on a date affected by a closure.\n\nExceptional closures avoid changing recurring hours for a one-off absence. Closing a place affects the availability of its rooms; do not use this to represent one member's absence if the rest of the team will continue working.\n\nChanges to opening hours control available time slots. Do not treat them as an action that cancels existing bookings or sends notifications about them. If a change in opening hours affects existing customers, identify their bookings and handle rescheduling or cancellation separately.\n\n## Associating people and services\n\nA complete configuration links the right resources:\n\n1. In **Places**, open the action for managing the place's members.\n2. Assign the members who can work there.\n3. In **Services**, associate the usable rooms and the members who can deliver each service.\n4. Check individual availability in member management.\n5. View the service's time slots again for a specific room and date.\n\nSimply belonging to the organisation does not mean that a member delivers every service. For a public booking, availability depends on eligible people. When creating a booking administratively, your choice of instructor makes the check more specific.\n\nFor team access, invitations and availability, see [Team and permissions](/docs/en/team-and-permissions).\n\n## Booking several rooms together\n\nA service can use one selected room or occupy **all linked rooms together**. The second mode is suitable, for example, for exclusive hire that requires several spaces at the same time.\n\nThe offered time slots must then be available across all the rooms concerned. A single unavailable room can prevent the complete service from being booked, even if the others are free.\n\nBefore choosing this mode, check the list of linked rooms. A room added by mistake can considerably reduce availability. Conversely, forgetting a room that is actually used leaves that resource unprotected against other bookings.\n\n## Example of a consistent configuration\n\nYou offer a 60-minute service in a consulting room open from 09:00 to 12:00. The assigned member works during that same window. The room requires 15 minutes of cleaning, and the service offers start times at 30-minute intervals.\n\nA booking from 09:00 to 10:00 then keeps the room occupied for cleaning. The next start time must respect both that buffer and the grid of offered times. Adding an exceptional closure from 11:00 to 12:00 may reduce the options further: a sufficiently long free window is needed to accommodate the service under its rules.\n\nUse this example as a checking method: consider each constraint rather than just the apparently empty spaces in the calendar.\n\n## Why are no time slots appearing?\n\nCheck the following in order:\n\n1. The selected organisation and date are correct; you are not viewing a past date.\n2. The service is associated with the room you are looking for.\n3. The place has opening hours for the period.\n4. No exceptional closure overlaps the time slot.\n5. At least one eligible member is available.\n6. The service duration, booking interval and cleaning interval leave a genuine opportunity.\n7. The ‘Bookable until’ cutoff is not preventing a booking too close to the start.\n8. An existing booking or group class is not occupying the room or member.\n9. In multi-room mode, all linked resources are available simultaneously.\n\nA **pending** booking can still block a time slot: it is not equivalent to a cancelled booking. See [booking statuses](/docs/en/activities-and-bookings) before changing opening hours to solve a problem that actually concerns an existing record.","text":"Understanding the three levels of availability\nA place is a location with an address. A room is a resource at that place. A member is someone on your team who can deliver the service.\nFor a time slot to be offered, Bookelio must reconcile the place, the resource and the eligible people. A physically empty room is therefore not enough if the place is closed, no instructor is available or the service's duration does not fit into the remaining window.\nIn the English menu, open Settings → Places. The bookings module and the appropriate permissions must be available. You will also need Planning → Services to associate rooms and members with the services you offer.\nCreating a place\nOpen the list of places and start creating a place.\nGive it a name that makes sense to the team and customers, such as ‘Main Centre’.\nEnter the street, building number, postcode, city and country.\nAdd the location's contact details where relevant.\nIf you enter geographical coordinates, provide both latitude and longitude.\nSave and review the record.\nThe name identifies the place in selection lists. Avoid several almost identical names if your organisation has multiple sites. A convention such as ‘City — Centre’ makes it easier to select a room and check a booking later.\nGeographical coordinates are optional. A latitude without a longitude, or a longitude without a latitude, is rejected. The fields accept decimal values; do not replace these coordinates with the full address. How a map is displayed depends on the public website connected to Bookelio.\nAdding rooms\nOpen room management from the place's row.\nAdd a room and give it a clear name: ‘Consulting Room 1’, ‘Studio’ or ‘Private Space’.\nIf needed, enter the cleaning time after a booking, in minutes.\nSave.\nRepeat this for each resource that can actually be booked.\nThen associate these rooms with the relevant services under Planning → Services.\nA room is not a participant capacity. To organise a session with twelve individual places, use group classes and their capacity rather than creating twelve fictional rooms.\nUnderstanding the cleaning interval\nCleaning adds a period of unavailability after a booking. It reserves time to prepare the room again without including that time in the duration advertised to the customer.\nIf both the room and the service define cleaning time, Bookelio applies the longer duration, not their sum. For example, a room requiring 15 minutes and a service requiring 20 minutes result in a 20-minute buffer. A session ending at 11:00 therefore does not make that resource immediately available again at 11:00.\nThe booking interval, defined on the service, is another concept: it determines the spacing between the offered start times. See Services and bookings to coordinate duration, booking interval and cleaning.\nSetting opening hours and closures\nOn a place's row, use Manage availability, the action associated with the schedule icon.\nEnter the usual opening hours in the availability manager.\nRepresent actual breaks, such as a lunch break, in your time windows.\nAdd exceptional unavailability for closure days, building work or collective leave.\nCheck each exception's start and end dates.\nSave, then check the time slots offered on an ordinary date and on a date affected by a closure.\nExceptional closures avoid changing recurring hours for a one-off absence. Closing a place affects the availability of its rooms; do not use this to represent one member's absence if the rest of the team will continue working.\nChanges to opening hours control available time slots. Do not treat them as an action that cancels existing bookings or sends notifications about them. If a change in opening hours affects existing customers, identify their bookings and handle rescheduling or cancellation separately.\nAssociating people and services\nA complete configuration links the right resources:\nIn Places, open the action for managing the place's members.\nAssign the members who can work there.\nIn Services, associate the usable rooms and the members who can deliver each service.\nCheck individual availability in member management.\nView the service's time slots again for a specific room and date.\nSimply belonging to the organisation does not mean that a member delivers every service. For a public booking, availability depends on eligible people. When creating a booking administratively, your choice of instructor makes the check more specific.\nFor team access, invitations and availability, see Team and permissions.\nBooking several rooms together\nA service can use one selected room or occupy all linked rooms together. The second mode is suitable, for example, for exclusive hire that requires several spaces at the same time.\nThe offered time slots must then be available across all the rooms concerned. A single unavailable room can prevent the complete service from being booked, even if the others are free.\nBefore choosing this mode, check the list of linked rooms. A room added by mistake can considerably reduce availability. Conversely, forgetting a room that is actually used leaves that resource unprotected against other bookings.\nExample of a consistent configuration\nYou offer a 60-minute service in a consulting room open from 09:00 to 12:00. The assigned member works during that same window. The room requires 15 minutes of cleaning, and the service offers start times at 30-minute intervals.\nA booking from 09:00 to 10:00 then keeps the room occupied for cleaning. The next start time must respect both that buffer and the grid of offered times. Adding an exceptional closure from 11:00 to 12:00 may reduce the options further: a sufficiently long free window is needed to accommodate the service under its rules.\nUse this example as a checking method: consider each constraint rather than just the apparently empty spaces in the calendar.\nWhy are no time slots appearing?\nCheck the following in order:\nThe selected organisation and date are correct; you are not viewing a past date.\nThe service is associated with the room you are looking for.\nThe place has opening hours for the period.\nNo exceptional closure overlaps the time slot.\nAt least one eligible member is available.\nThe service duration, booking interval and cleaning interval leave a genuine opportunity.\nThe ‘Bookable until’ cutoff is not preventing a booking too close to the start.\nAn existing booking or group class is not occupying the room or member.\nIn multi-room mode, all linked resources are available simultaneously.\nA pending booking can still block a time slot: it is not equivalent to a cancelled booking. See booking statuses before changing opening hours to solve a problem that actually concerns an existing record.","sections":[{"id":"lieux-et-disponibilites#understanding-the-three-levels-of-availability","title":"Understanding the three levels of availability","depth":2,"text":"A place is a location with an address. A room is a resource at that place. A member is someone on your team who can deliver the service.\nFor a time slot to be offered, Bookelio must reconcile the place, the resource and the eligible people. A physically empty room is therefore not enough if the place is closed, no instructor is available or the service's duration does not fit into the remaining window.\nIn the English menu, open Settings → Places. The bookings module and the appropriate permissions must be available. You will also need Planning → Services to associate rooms and members with the services you offer.","markdown":"A **place** is a location with an address. A **room** is a resource at that place. A **member** is someone on your team who can deliver the service.\n\nFor a time slot to be offered, Bookelio must reconcile the place, the resource and the eligible people. A physically empty room is therefore not enough if the place is closed, no instructor is available or the service's duration does not fit into the remaining window.\n\nIn the English menu, open **Settings → Places**. The bookings module and the appropriate permissions must be available. You will also need **Planning → Services** to associate rooms and members with the services you offer.","anchor":"understanding-the-three-levels-of-availability","url":"https://app.bookelio.app/docs/en/places-and-availability#understanding-the-three-levels-of-availability"},{"id":"lieux-et-disponibilites#creating-a-place","title":"Creating a place","depth":2,"text":"Open the list of places and start creating a place.\nGive it a name that makes sense to the team and customers, such as ‘Main Centre’.\nEnter the street, building number, postcode, city and country.\nAdd the location's contact details where relevant.\nIf you enter geographical coordinates, provide both latitude and longitude.\nSave and review the record.\nThe name identifies the place in selection lists. Avoid several almost identical names if your organisation has multiple sites. A convention such as ‘City — Centre’ makes it easier to select a room and check a booking later.\nGeographical coordinates are optional. A latitude without a longitude, or a longitude without a latitude, is rejected. The fields accept decimal values; do not replace these coordinates with the full address. How a map is displayed depends on the public website connected to Bookelio.","markdown":"1. Open the list of places and start creating a place.\n2. Give it a name that makes sense to the team and customers, such as ‘Main Centre’.\n3. Enter the street, building number, postcode, city and country.\n4. Add the location's contact details where relevant.\n5. If you enter geographical coordinates, provide both latitude and longitude.\n6. Save and review the record.\n\nThe name identifies the place in selection lists. Avoid several almost identical names if your organisation has multiple sites. A convention such as ‘City — Centre’ makes it easier to select a room and check a booking later.\n\nGeographical coordinates are optional. A latitude without a longitude, or a longitude without a latitude, is rejected. The fields accept decimal values; do not replace these coordinates with the full address. How a map is displayed depends on the public website connected to Bookelio.","anchor":"creating-a-place","url":"https://app.bookelio.app/docs/en/places-and-availability#creating-a-place"},{"id":"lieux-et-disponibilites#adding-rooms","title":"Adding rooms","depth":2,"text":"Open room management from the place's row.\nAdd a room and give it a clear name: ‘Consulting Room 1’, ‘Studio’ or ‘Private Space’.\nIf needed, enter the cleaning time after a booking, in minutes.\nSave.\nRepeat this for each resource that can actually be booked.\nThen associate these rooms with the relevant services under Planning → Services.\nA room is not a participant capacity. To organise a session with twelve individual places, use group classes and their capacity rather than creating twelve fictional rooms.","markdown":"Open room management from the place's row.\n\n1. Add a room and give it a clear name: ‘Consulting Room 1’, ‘Studio’ or ‘Private Space’.\n2. If needed, enter the **cleaning time after a booking**, in minutes.\n3. Save.\n4. Repeat this for each resource that can actually be booked.\n5. Then associate these rooms with the relevant services under **Planning → Services**.\n\nA room is not a participant capacity. To organise a session with twelve individual places, use [group classes](/docs/en/group-scheduling) and their capacity rather than creating twelve fictional rooms.","anchor":"adding-rooms","url":"https://app.bookelio.app/docs/en/places-and-availability#adding-rooms"},{"id":"lieux-et-disponibilites#understanding-the-cleaning-interval","title":"Understanding the cleaning interval","depth":3,"text":"Cleaning adds a period of unavailability after a booking. It reserves time to prepare the room again without including that time in the duration advertised to the customer.\nIf both the room and the service define cleaning time, Bookelio applies the longer duration, not their sum. For example, a room requiring 15 minutes and a service requiring 20 minutes result in a 20-minute buffer. A session ending at 11:00 therefore does not make that resource immediately available again at 11:00.\nThe booking interval, defined on the service, is another concept: it determines the spacing between the offered start times. See Services and bookings to coordinate duration, booking interval and cleaning.","markdown":"Cleaning adds a period of unavailability after a booking. It reserves time to prepare the room again without including that time in the duration advertised to the customer.\n\nIf both the room and the service define cleaning time, Bookelio applies the longer duration, not their sum. For example, a room requiring 15 minutes and a service requiring 20 minutes result in a 20-minute buffer. A session ending at 11:00 therefore does not make that resource immediately available again at 11:00.\n\nThe **booking interval**, defined on the service, is another concept: it determines the spacing between the offered start times. See [Services and bookings](/docs/en/activities-and-bookings) to coordinate duration, booking interval and cleaning.","anchor":"understanding-the-cleaning-interval","url":"https://app.bookelio.app/docs/en/places-and-availability#understanding-the-cleaning-interval"},{"id":"lieux-et-disponibilites#setting-opening-hours-and-closures","title":"Setting opening hours and closures","depth":2,"text":"On a place's row, use Manage availability, the action associated with the schedule icon.\nEnter the usual opening hours in the availability manager.\nRepresent actual breaks, such as a lunch break, in your time windows.\nAdd exceptional unavailability for closure days, building work or collective leave.\nCheck each exception's start and end dates.\nSave, then check the time slots offered on an ordinary date and on a date affected by a closure.\nExceptional closures avoid changing recurring hours for a one-off absence. Closing a place affects the availability of its rooms; do not use this to represent one member's absence if the rest of the team will continue working.\nChanges to opening hours control available time slots. Do not treat them as an action that cancels existing bookings or sends notifications about them. If a change in opening hours affects existing customers, identify their bookings and handle rescheduling or cancellation separately.","markdown":"On a place's row, use **Manage availability**, the action associated with the schedule icon.\n\n1. Enter the usual opening hours in the availability manager.\n2. Represent actual breaks, such as a lunch break, in your time windows.\n3. Add exceptional unavailability for closure days, building work or collective leave.\n4. Check each exception's start and end dates.\n5. Save, then check the time slots offered on an ordinary date and on a date affected by a closure.\n\nExceptional closures avoid changing recurring hours for a one-off absence. Closing a place affects the availability of its rooms; do not use this to represent one member's absence if the rest of the team will continue working.\n\nChanges to opening hours control available time slots. Do not treat them as an action that cancels existing bookings or sends notifications about them. If a change in opening hours affects existing customers, identify their bookings and handle rescheduling or cancellation separately.","anchor":"setting-opening-hours-and-closures","url":"https://app.bookelio.app/docs/en/places-and-availability#setting-opening-hours-and-closures"},{"id":"lieux-et-disponibilites#associating-people-and-services","title":"Associating people and services","depth":2,"text":"A complete configuration links the right resources:\nIn Places, open the action for managing the place's members.\nAssign the members who can work there.\nIn Services, associate the usable rooms and the members who can deliver each service.\nCheck individual availability in member management.\nView the service's time slots again for a specific room and date.\nSimply belonging to the organisation does not mean that a member delivers every service. For a public booking, availability depends on eligible people. When creating a booking administratively, your choice of instructor makes the check more specific.\nFor team access, invitations and availability, see Team and permissions.","markdown":"A complete configuration links the right resources:\n\n1. In **Places**, open the action for managing the place's members.\n2. Assign the members who can work there.\n3. In **Services**, associate the usable rooms and the members who can deliver each service.\n4. Check individual availability in member management.\n5. View the service's time slots again for a specific room and date.\n\nSimply belonging to the organisation does not mean that a member delivers every service. For a public booking, availability depends on eligible people. When creating a booking administratively, your choice of instructor makes the check more specific.\n\nFor team access, invitations and availability, see [Team and permissions](/docs/en/team-and-permissions).","anchor":"associating-people-and-services","url":"https://app.bookelio.app/docs/en/places-and-availability#associating-people-and-services"},{"id":"lieux-et-disponibilites#booking-several-rooms-together","title":"Booking several rooms together","depth":2,"text":"A service can use one selected room or occupy all linked rooms together. The second mode is suitable, for example, for exclusive hire that requires several spaces at the same time.\nThe offered time slots must then be available across all the rooms concerned. A single unavailable room can prevent the complete service from being booked, even if the others are free.\nBefore choosing this mode, check the list of linked rooms. A room added by mistake can considerably reduce availability. Conversely, forgetting a room that is actually used leaves that resource unprotected against other bookings.","markdown":"A service can use one selected room or occupy **all linked rooms together**. The second mode is suitable, for example, for exclusive hire that requires several spaces at the same time.\n\nThe offered time slots must then be available across all the rooms concerned. A single unavailable room can prevent the complete service from being booked, even if the others are free.\n\nBefore choosing this mode, check the list of linked rooms. A room added by mistake can considerably reduce availability. Conversely, forgetting a room that is actually used leaves that resource unprotected against other bookings.","anchor":"booking-several-rooms-together","url":"https://app.bookelio.app/docs/en/places-and-availability#booking-several-rooms-together"},{"id":"lieux-et-disponibilites#example-of-a-consistent-configuration","title":"Example of a consistent configuration","depth":2,"text":"You offer a 60-minute service in a consulting room open from 09:00 to 12:00. The assigned member works during that same window. The room requires 15 minutes of cleaning, and the service offers start times at 30-minute intervals.\nA booking from 09:00 to 10:00 then keeps the room occupied for cleaning. The next start time must respect both that buffer and the grid of offered times. Adding an exceptional closure from 11:00 to 12:00 may reduce the options further: a sufficiently long free window is needed to accommodate the service under its rules.\nUse this example as a checking method: consider each constraint rather than just the apparently empty spaces in the calendar.","markdown":"You offer a 60-minute service in a consulting room open from 09:00 to 12:00. The assigned member works during that same window. The room requires 15 minutes of cleaning, and the service offers start times at 30-minute intervals.\n\nA booking from 09:00 to 10:00 then keeps the room occupied for cleaning. The next start time must respect both that buffer and the grid of offered times. Adding an exceptional closure from 11:00 to 12:00 may reduce the options further: a sufficiently long free window is needed to accommodate the service under its rules.\n\nUse this example as a checking method: consider each constraint rather than just the apparently empty spaces in the calendar.","anchor":"example-of-a-consistent-configuration","url":"https://app.bookelio.app/docs/en/places-and-availability#example-of-a-consistent-configuration"},{"id":"lieux-et-disponibilites#why-are-no-time-slots-appearing","title":"Why are no time slots appearing?","depth":2,"text":"Check the following in order:\nThe selected organisation and date are correct; you are not viewing a past date.\nThe service is associated with the room you are looking for.\nThe place has opening hours for the period.\nNo exceptional closure overlaps the time slot.\nAt least one eligible member is available.\nThe service duration, booking interval and cleaning interval leave a genuine opportunity.\nThe ‘Bookable until’ cutoff is not preventing a booking too close to the start.\nAn existing booking or group class is not occupying the room or member.\nIn multi-room mode, all linked resources are available simultaneously.\nA pending booking can still block a time slot: it is not equivalent to a cancelled booking. See booking statuses before changing opening hours to solve a problem that actually concerns an existing record.","markdown":"Check the following in order:\n\n1. The selected organisation and date are correct; you are not viewing a past date.\n2. The service is associated with the room you are looking for.\n3. The place has opening hours for the period.\n4. No exceptional closure overlaps the time slot.\n5. At least one eligible member is available.\n6. The service duration, booking interval and cleaning interval leave a genuine opportunity.\n7. The ‘Bookable until’ cutoff is not preventing a booking too close to the start.\n8. An existing booking or group class is not occupying the room or member.\n9. In multi-room mode, all linked resources are available simultaneously.\n\nA **pending** booking can still block a time slot: it is not equivalent to a cancelled booking. See [booking statuses](/docs/en/activities-and-bookings) before changing opening hours to solve a problem that actually concerns an existing record.","anchor":"why-are-no-time-slots-appearing","url":"https://app.bookelio.app/docs/en/places-and-availability#why-are-no-time-slots-appearing"}]},{"id":"activites-et-reservations","slug":"activities-and-bookings","locale":"en","title":"Managing services and bookings","description":"Configure a service, choose its booking rules and manage time slots, statuses, rescheduling and payment requests.","category":"reservations","audience":["gestionnaire"],"keywords":["service","activity","booking","reservation","calendar","deposit","cancellation","beneficiary","duration","extras"],"updatedAt":"2026-09-07","url":"https://app.bookelio.app/docs/en/activities-and-bookings","markdownUrl":"https://app.bookelio.app/docs/en/activities-and-bookings/markdown","markdown":"## Service, booking or training course?\n\nIn the Bookelio menu, **Services** refers to activities that can be booked in a time slot. The service describes what you offer; the booking associates a service delivery with a customer, a time, a room and a member.\n\nThis workflow suits an individual treatment or exclusive hire of a space. For training editions with participants and certificates, use [Training courses](/docs/en/trainings). For several independent registrations for a shared session, use [Group classes](/docs/en/group-scheduling).\n\nYou will mainly work under **Planning → Services** and **Planning → Bookings**. First prepare the [places, rooms and availability](/docs/en/places-and-availability), the authorised members and, if collecting payment, the VAT and payment settings.\n\n## Creating or editing a service\n\n1. In **Services**, open the creation form or edit the relevant service.\n2. Enter a clear name and a description that is useful to the customer: content, duration, how it works and practical information.\n3. Set the booking interval and, if necessary, the cleaning time after a booking.\n4. Choose the booking and cancellation cutoffs.\n5. Set the room occupancy mode.\n6. Configure pricing, VAT and full payment or a deposit.\n7. Save, then associate the relevant rooms and members from the service list.\n\nDo not confuse the three time settings:\n\n- **Duration** is the booked time for delivering the service.\n- The **booking interval** sets the spacing between offered start times.\n- **Cleaning** preserves a buffer after occupancy; if the room also defines one, the longer duration applies.\n\nWith a duration of 60 minutes and an interval of 30 minutes, a service does not become a 30-minute appointment. Start times are simply offered on a finer grid, subject to availability.\n\n### Cutoffs and resource occupancy\n\n**Bookable until**, expressed in hours before the start, helps prevent last-minute bookings. For example, 2 prevents a start less than two hours away. Leaving the field empty does not make past time slots bookable again.\n\n**Cancellable until** defines a cancellation cutoff. Changing the status of an existing booking may be refused once this cutoff can no longer be respected. This setting is not a refund policy and does not guarantee that every public website has a cancellation button.\n\nFor occupancy mode, choose a single room or all linked rooms simultaneously. The second mode protects several spaces for the same service; all of them must then be available.\n\n## Preparing the price\n\nThe form offers pricing with a base price and duration, quantity-based pricing tiers, and a people × hours matrix for services with variable pricing. Tiers set a unit price from a minimum quantity. The matrix describes specific combinations of number of people, duration and price.\n\nEnter combinations that match the options you actually offer. A missing amount in a matrix is not an invitation to invent a price at booking time. Check the calculated summary before confirming anything.\n\nA service can also include **bookable extras**, with a name, description, price, calculation method and VAT policy. Explain each extra clearly enough for the customer to understand what they are choosing. A description alone does not add a paid extra: you must configure it in the dedicated section.\n\n### Full payment or deposit\n\nThe **Online payment** section allows full payment, a percentage deposit or a fixed deposit including VAT. Check the amount requested now and the amount still due: collecting a deposit does not mean that the whole service has been paid for.\n\nThe service's payment settings define the payment journey. They do not replace the connection to the payment provider, transaction checks or the possible creation of an invoice. See [Payments](/docs/en/payments).\n\n## Creating a booking from the dashboard\n\n1. Open **Bookings**, then the creation action.\n2. Select the customer. Check their identity to avoid creating a duplicate customer record.\n3. Choose the service, the room when it can be selected, and then the member.\n4. Select the date and an available time slot. Enter the number of people and duration when the service uses these parameters.\n5. Optionally add a beneficiary's name, separate from the customer associated with the record.\n6. Check the requested status.\n7. Decide whether to create a payment request.\n8. Save and check the result in the list or calendar.\n\nThe form also allows you to enter times manually. Reserve this for situations you understand well: a manually entered time is not proof that the resources are available. Check team and room constraints before confirming.\n\n### Booking only or booking with a payment request\n\nThe **Create a payment request** option separates occupancy of the time slot from financial tracking. If you untick it, Bookelio creates only the booking, without calculating a price or creating a payment request in this workflow.\n\nA booking created in this way is not ‘paid free of charge’: this operation simply has not generated a payment request for it. Document your intention within your organisation and handle any amount to collect separately.\n\n## Understanding statuses\n\n| Booking status | Practical meaning |\n| --- | --- |\n| Pending | The booking has not yet been approved; it can still occupy the time slot. |\n| Approved | The booking is confirmed from a scheduling perspective. |\n| Cancelled | The booking is no longer an active occupation of the schedule. |\n\nBooking status and payment status are two separate pieces of information. The administrative form can create an approved booking without collecting payment first. Conversely, a paid public journey waits for payment confirmation to finalise approval under its rules.\n\nDo not change the status to ‘Approved’ solely because a customer shows a payment screenshot. Check the payment request and associated transactions.\n\n## Finding and rescheduling a booking\n\nThe page offers **List** and **Calendar** views. The list has filters for period, status, payment, service and member, as well as search and pagination. Remove unnecessary filters if a booking seems to be missing. The calendar does not display cancelled bookings as active occupancy.\n\nTo reschedule a booking:\n\n1. Find the exact record and open it for editing.\n2. Check the customer, service and resources before changing the date or times.\n3. Check availability for the new time slot.\n4. Review the **Notify by email if the time slot changes** option.\n5. Save, then check the new position in the schedule.\n\nThis notification option sends a message to the administration and the assigned member only if the date or time changes. It does not promise an email to the customer: arrange their confirmation using your usual procedure. A schedule change should not be interpreted as automatic new billing.\n\n## Cancelling or deleting: two different consequences\n\nChanging the status to **Cancelled** keeps an identifiable record in the history. **Deletion**, offered with confirmation in the list, removes the booking. Do not delete a booking in an attempt to refund its payment: financial tracking is a separate record.\n\nBefore cancelling, check the applicable cutoffs, the other resources involved, the communications needed and any amounts already collected. A status change alone does not trigger a refund to the customer.\n\n## Resolving common problems\n\n### No time slots are available\n\nCheck the service–room–member associations, opening hours, closures, pending bookings, cleaning time and booking cutoff. The [Places and availability](/docs/en/places-and-availability) guide provides a complete checklist.\n\n### The amount does not match the price displayed on the service\n\nCheck the number of people, duration, pricing tiers, extras, VAT and any deposit. Compare amounts on the same basis, and do not confuse the total service price with the amount requested immediately.\n\n### Rescheduling did not send an email\n\nCheck that a date or time actually changed, that the option was ticked and that the administration's and member's addresses are filled in. Then see [Communication](/docs/en/communication) to track sending, without repeatedly editing the record to try again.","text":"Service, booking or training course?\nIn the Bookelio menu, Services refers to activities that can be booked in a time slot. The service describes what you offer; the booking associates a service delivery with a customer, a time, a room and a member.\nThis workflow suits an individual treatment or exclusive hire of a space. For training editions with participants and certificates, use Training courses. For several independent registrations for a shared session, use Group classes.\nYou will mainly work under Planning → Services and Planning → Bookings. First prepare the places, rooms and availability, the authorised members and, if collecting payment, the VAT and payment settings.\nCreating or editing a service\nIn Services, open the creation form or edit the relevant service.\nEnter a clear name and a description that is useful to the customer: content, duration, how it works and practical information.\nSet the booking interval and, if necessary, the cleaning time after a booking.\nChoose the booking and cancellation cutoffs.\nSet the room occupancy mode.\nConfigure pricing, VAT and full payment or a deposit.\nSave, then associate the relevant rooms and members from the service list.\nDo not confuse the three time settings:\nDuration is the booked time for delivering the service.\nThe booking interval sets the spacing between offered start times.\nCleaning preserves a buffer after occupancy; if the room also defines one, the longer duration applies.\nWith a duration of 60 minutes and an interval of 30 minutes, a service does not become a 30-minute appointment. Start times are simply offered on a finer grid, subject to availability.\nCutoffs and resource occupancy\nBookable until, expressed in hours before the start, helps prevent last-minute bookings. For example, 2 prevents a start less than two hours away. Leaving the field empty does not make past time slots bookable again.\nCancellable until defines a cancellation cutoff. Changing the status of an existing booking may be refused once this cutoff can no longer be respected. This setting is not a refund policy and does not guarantee that every public website has a cancellation button.\nFor occupancy mode, choose a single room or all linked rooms simultaneously. The second mode protects several spaces for the same service; all of them must then be available.\nPreparing the price\nThe form offers pricing with a base price and duration, quantity-based pricing tiers, and a people × hours matrix for services with variable pricing. Tiers set a unit price from a minimum quantity. The matrix describes specific combinations of number of people, duration and price.\nEnter combinations that match the options you actually offer. A missing amount in a matrix is not an invitation to invent a price at booking time. Check the calculated summary before confirming anything.\nA service can also include bookable extras, with a name, description, price, calculation method and VAT policy. Explain each extra clearly enough for the customer to understand what they are choosing. A description alone does not add a paid extra: you must configure it in the dedicated section.\nFull payment or deposit\nThe Online payment section allows full payment, a percentage deposit or a fixed deposit including VAT. Check the amount requested now and the amount still due: collecting a deposit does not mean that the whole service has been paid for.\nThe service's payment settings define the payment journey. They do not replace the connection to the payment provider, transaction checks or the possible creation of an invoice. See Payments.\nCreating a booking from the dashboard\nOpen Bookings, then the creation action.\nSelect the customer. Check their identity to avoid creating a duplicate customer record.\nChoose the service, the room when it can be selected, and then the member.\nSelect the date and an available time slot. Enter the number of people and duration when the service uses these parameters.\nOptionally add a beneficiary's name, separate from the customer associated with the record.\nCheck the requested status.\nDecide whether to create a payment request.\nSave and check the result in the list or calendar.\nThe form also allows you to enter times manually. Reserve this for situations you understand well: a manually entered time is not proof that the resources are available. Check team and room constraints before confirming.\nBooking only or booking with a payment request\nThe Create a payment request option separates occupancy of the time slot from financial tracking. If you untick it, Bookelio creates only the booking, without calculating a price or creating a payment request in this workflow.\nA booking created in this way is not ‘paid free of charge’: this operation simply has not generated a payment request for it. Document your intention within your organisation and handle any amount to collect separately.\nUnderstanding statuses\nBooking status\nPractical meaning\nPending\nThe booking has not yet been approved; it can still occupy the time slot.\nApproved\nThe booking is confirmed from a scheduling perspective.\nCancelled\nThe booking is no longer an active occupation of the schedule.\nBooking status and payment status are two separate pieces of information. The administrative form can create an approved booking without collecting payment first. Conversely, a paid public journey waits for payment confirmation to finalise approval under its rules.\nDo not change the status to ‘Approved’ solely because a customer shows a payment screenshot. Check the payment request and associated transactions.\nFinding and rescheduling a booking\nThe page offers List and Calendar views. The list has filters for period, status, payment, service and member, as well as search and pagination. Remove unnecessary filters if a booking seems to be missing. The calendar does not display cancelled bookings as active occupancy.\nTo reschedule a booking:\nFind the exact record and open it for editing.\nCheck the customer, service and resources before changing the date or times.\nCheck availability for the new time slot.\nReview the Notify by email if the time slot changes option.\nSave, then check the new position in the schedule.\nThis notification option sends a message to the administration and the assigned member only if the date or time changes. It does not promise an email to the customer: arrange their confirmation using your usual procedure. A schedule change should not be interpreted as automatic new billing.\nCancelling or deleting: two different consequences\nChanging the status to Cancelled keeps an identifiable record in the history. Deletion, offered with confirmation in the list, removes the booking. Do not delete a booking in an attempt to refund its payment: financial tracking is a separate record.\nBefore cancelling, check the applicable cutoffs, the other resources involved, the communications needed and any amounts already collected. A status change alone does not trigger a refund to the customer.\nResolving common problems\nNo time slots are available\nCheck the service–room–member associations, opening hours, closures, pending bookings, cleaning time and booking cutoff. The Places and availability guide provides a complete checklist.\nThe amount does not match the price displayed on the service\nCheck the number of people, duration, pricing tiers, extras, VAT and any deposit. Compare amounts on the same basis, and do not confuse the total service price with the amount requested immediately.\nRescheduling did not send an email\nCheck that a date or time actually changed, that the option was ticked and that the administration's and member's addresses are filled in. Then see Communication to track sending, without repeatedly editing the record to try again.","sections":[{"id":"activites-et-reservations#service-booking-or-training-course","title":"Service, booking or training course?","depth":2,"text":"In the Bookelio menu, Services refers to activities that can be booked in a time slot. The service describes what you offer; the booking associates a service delivery with a customer, a time, a room and a member.\nThis workflow suits an individual treatment or exclusive hire of a space. For training editions with participants and certificates, use Training courses. For several independent registrations for a shared session, use Group classes.\nYou will mainly work under Planning → Services and Planning → Bookings. First prepare the places, rooms and availability, the authorised members and, if collecting payment, the VAT and payment settings.","markdown":"In the Bookelio menu, **Services** refers to activities that can be booked in a time slot. The service describes what you offer; the booking associates a service delivery with a customer, a time, a room and a member.\n\nThis workflow suits an individual treatment or exclusive hire of a space. For training editions with participants and certificates, use [Training courses](/docs/en/trainings). For several independent registrations for a shared session, use [Group classes](/docs/en/group-scheduling).\n\nYou will mainly work under **Planning → Services** and **Planning → Bookings**. First prepare the [places, rooms and availability](/docs/en/places-and-availability), the authorised members and, if collecting payment, the VAT and payment settings.","anchor":"service-booking-or-training-course","url":"https://app.bookelio.app/docs/en/activities-and-bookings#service-booking-or-training-course"},{"id":"activites-et-reservations#creating-or-editing-a-service","title":"Creating or editing a service","depth":2,"text":"In Services, open the creation form or edit the relevant service.\nEnter a clear name and a description that is useful to the customer: content, duration, how it works and practical information.\nSet the booking interval and, if necessary, the cleaning time after a booking.\nChoose the booking and cancellation cutoffs.\nSet the room occupancy mode.\nConfigure pricing, VAT and full payment or a deposit.\nSave, then associate the relevant rooms and members from the service list.\nDo not confuse the three time settings:\nDuration is the booked time for delivering the service.\nThe booking interval sets the spacing between offered start times.\nCleaning preserves a buffer after occupancy; if the room also defines one, the longer duration applies.\nWith a duration of 60 minutes and an interval of 30 minutes, a service does not become a 30-minute appointment. Start times are simply offered on a finer grid, subject to availability.","markdown":"1. In **Services**, open the creation form or edit the relevant service.\n2. Enter a clear name and a description that is useful to the customer: content, duration, how it works and practical information.\n3. Set the booking interval and, if necessary, the cleaning time after a booking.\n4. Choose the booking and cancellation cutoffs.\n5. Set the room occupancy mode.\n6. Configure pricing, VAT and full payment or a deposit.\n7. Save, then associate the relevant rooms and members from the service list.\n\nDo not confuse the three time settings:\n\n- **Duration** is the booked time for delivering the service.\n- The **booking interval** sets the spacing between offered start times.\n- **Cleaning** preserves a buffer after occupancy; if the room also defines one, the longer duration applies.\n\nWith a duration of 60 minutes and an interval of 30 minutes, a service does not become a 30-minute appointment. Start times are simply offered on a finer grid, subject to availability.","anchor":"creating-or-editing-a-service","url":"https://app.bookelio.app/docs/en/activities-and-bookings#creating-or-editing-a-service"},{"id":"activites-et-reservations#cutoffs-and-resource-occupancy","title":"Cutoffs and resource occupancy","depth":3,"text":"Bookable until, expressed in hours before the start, helps prevent last-minute bookings. For example, 2 prevents a start less than two hours away. Leaving the field empty does not make past time slots bookable again.\nCancellable until defines a cancellation cutoff. Changing the status of an existing booking may be refused once this cutoff can no longer be respected. This setting is not a refund policy and does not guarantee that every public website has a cancellation button.\nFor occupancy mode, choose a single room or all linked rooms simultaneously. The second mode protects several spaces for the same service; all of them must then be available.","markdown":"**Bookable until**, expressed in hours before the start, helps prevent last-minute bookings. For example, 2 prevents a start less than two hours away. Leaving the field empty does not make past time slots bookable again.\n\n**Cancellable until** defines a cancellation cutoff. Changing the status of an existing booking may be refused once this cutoff can no longer be respected. This setting is not a refund policy and does not guarantee that every public website has a cancellation button.\n\nFor occupancy mode, choose a single room or all linked rooms simultaneously. The second mode protects several spaces for the same service; all of them must then be available.","anchor":"cutoffs-and-resource-occupancy","url":"https://app.bookelio.app/docs/en/activities-and-bookings#cutoffs-and-resource-occupancy"},{"id":"activites-et-reservations#preparing-the-price","title":"Preparing the price","depth":2,"text":"The form offers pricing with a base price and duration, quantity-based pricing tiers, and a people × hours matrix for services with variable pricing. Tiers set a unit price from a minimum quantity. The matrix describes specific combinations of number of people, duration and price.\nEnter combinations that match the options you actually offer. A missing amount in a matrix is not an invitation to invent a price at booking time. Check the calculated summary before confirming anything.\nA service can also include bookable extras, with a name, description, price, calculation method and VAT policy. Explain each extra clearly enough for the customer to understand what they are choosing. A description alone does not add a paid extra: you must configure it in the dedicated section.","markdown":"The form offers pricing with a base price and duration, quantity-based pricing tiers, and a people × hours matrix for services with variable pricing. Tiers set a unit price from a minimum quantity. The matrix describes specific combinations of number of people, duration and price.\n\nEnter combinations that match the options you actually offer. A missing amount in a matrix is not an invitation to invent a price at booking time. Check the calculated summary before confirming anything.\n\nA service can also include **bookable extras**, with a name, description, price, calculation method and VAT policy. Explain each extra clearly enough for the customer to understand what they are choosing. A description alone does not add a paid extra: you must configure it in the dedicated section.","anchor":"preparing-the-price","url":"https://app.bookelio.app/docs/en/activities-and-bookings#preparing-the-price"},{"id":"activites-et-reservations#full-payment-or-deposit","title":"Full payment or deposit","depth":3,"text":"The Online payment section allows full payment, a percentage deposit or a fixed deposit including VAT. Check the amount requested now and the amount still due: collecting a deposit does not mean that the whole service has been paid for.\nThe service's payment settings define the payment journey. They do not replace the connection to the payment provider, transaction checks or the possible creation of an invoice. See Payments.","markdown":"The **Online payment** section allows full payment, a percentage deposit or a fixed deposit including VAT. Check the amount requested now and the amount still due: collecting a deposit does not mean that the whole service has been paid for.\n\nThe service's payment settings define the payment journey. They do not replace the connection to the payment provider, transaction checks or the possible creation of an invoice. See [Payments](/docs/en/payments).","anchor":"full-payment-or-deposit","url":"https://app.bookelio.app/docs/en/activities-and-bookings#full-payment-or-deposit"},{"id":"activites-et-reservations#creating-a-booking-from-the-dashboard","title":"Creating a booking from the dashboard","depth":2,"text":"Open Bookings, then the creation action.\nSelect the customer. Check their identity to avoid creating a duplicate customer record.\nChoose the service, the room when it can be selected, and then the member.\nSelect the date and an available time slot. Enter the number of people and duration when the service uses these parameters.\nOptionally add a beneficiary's name, separate from the customer associated with the record.\nCheck the requested status.\nDecide whether to create a payment request.\nSave and check the result in the list or calendar.\nThe form also allows you to enter times manually. Reserve this for situations you understand well: a manually entered time is not proof that the resources are available. Check team and room constraints before confirming.","markdown":"1. Open **Bookings**, then the creation action.\n2. Select the customer. Check their identity to avoid creating a duplicate customer record.\n3. Choose the service, the room when it can be selected, and then the member.\n4. Select the date and an available time slot. Enter the number of people and duration when the service uses these parameters.\n5. Optionally add a beneficiary's name, separate from the customer associated with the record.\n6. Check the requested status.\n7. Decide whether to create a payment request.\n8. Save and check the result in the list or calendar.\n\nThe form also allows you to enter times manually. Reserve this for situations you understand well: a manually entered time is not proof that the resources are available. Check team and room constraints before confirming.","anchor":"creating-a-booking-from-the-dashboard","url":"https://app.bookelio.app/docs/en/activities-and-bookings#creating-a-booking-from-the-dashboard"},{"id":"activites-et-reservations#booking-only-or-booking-with-a-payment-request","title":"Booking only or booking with a payment request","depth":3,"text":"The Create a payment request option separates occupancy of the time slot from financial tracking. If you untick it, Bookelio creates only the booking, without calculating a price or creating a payment request in this workflow.\nA booking created in this way is not ‘paid free of charge’: this operation simply has not generated a payment request for it. Document your intention within your organisation and handle any amount to collect separately.","markdown":"The **Create a payment request** option separates occupancy of the time slot from financial tracking. If you untick it, Bookelio creates only the booking, without calculating a price or creating a payment request in this workflow.\n\nA booking created in this way is not ‘paid free of charge’: this operation simply has not generated a payment request for it. Document your intention within your organisation and handle any amount to collect separately.","anchor":"booking-only-or-booking-with-a-payment-request","url":"https://app.bookelio.app/docs/en/activities-and-bookings#booking-only-or-booking-with-a-payment-request"},{"id":"activites-et-reservations#understanding-statuses","title":"Understanding statuses","depth":2,"text":"Booking status\nPractical meaning\nPending\nThe booking has not yet been approved; it can still occupy the time slot.\nApproved\nThe booking is confirmed from a scheduling perspective.\nCancelled\nThe booking is no longer an active occupation of the schedule.\nBooking status and payment status are two separate pieces of information. The administrative form can create an approved booking without collecting payment first. Conversely, a paid public journey waits for payment confirmation to finalise approval under its rules.\nDo not change the status to ‘Approved’ solely because a customer shows a payment screenshot. Check the payment request and associated transactions.","markdown":"| Booking status | Practical meaning |\n| --- | --- |\n| Pending | The booking has not yet been approved; it can still occupy the time slot. |\n| Approved | The booking is confirmed from a scheduling perspective. |\n| Cancelled | The booking is no longer an active occupation of the schedule. |\n\nBooking status and payment status are two separate pieces of information. The administrative form can create an approved booking without collecting payment first. Conversely, a paid public journey waits for payment confirmation to finalise approval under its rules.\n\nDo not change the status to ‘Approved’ solely because a customer shows a payment screenshot. Check the payment request and associated transactions.","anchor":"understanding-statuses","url":"https://app.bookelio.app/docs/en/activities-and-bookings#understanding-statuses"},{"id":"activites-et-reservations#finding-and-rescheduling-a-booking","title":"Finding and rescheduling a booking","depth":2,"text":"The page offers List and Calendar views. The list has filters for period, status, payment, service and member, as well as search and pagination. Remove unnecessary filters if a booking seems to be missing. The calendar does not display cancelled bookings as active occupancy.\nTo reschedule a booking:\nFind the exact record and open it for editing.\nCheck the customer, service and resources before changing the date or times.\nCheck availability for the new time slot.\nReview the Notify by email if the time slot changes option.\nSave, then check the new position in the schedule.\nThis notification option sends a message to the administration and the assigned member only if the date or time changes. It does not promise an email to the customer: arrange their confirmation using your usual procedure. A schedule change should not be interpreted as automatic new billing.","markdown":"The page offers **List** and **Calendar** views. The list has filters for period, status, payment, service and member, as well as search and pagination. Remove unnecessary filters if a booking seems to be missing. The calendar does not display cancelled bookings as active occupancy.\n\nTo reschedule a booking:\n\n1. Find the exact record and open it for editing.\n2. Check the customer, service and resources before changing the date or times.\n3. Check availability for the new time slot.\n4. Review the **Notify by email if the time slot changes** option.\n5. Save, then check the new position in the schedule.\n\nThis notification option sends a message to the administration and the assigned member only if the date or time changes. It does not promise an email to the customer: arrange their confirmation using your usual procedure. A schedule change should not be interpreted as automatic new billing.","anchor":"finding-and-rescheduling-a-booking","url":"https://app.bookelio.app/docs/en/activities-and-bookings#finding-and-rescheduling-a-booking"},{"id":"activites-et-reservations#cancelling-or-deleting-two-different-consequences","title":"Cancelling or deleting: two different consequences","depth":2,"text":"Changing the status to Cancelled keeps an identifiable record in the history. Deletion, offered with confirmation in the list, removes the booking. Do not delete a booking in an attempt to refund its payment: financial tracking is a separate record.\nBefore cancelling, check the applicable cutoffs, the other resources involved, the communications needed and any amounts already collected. A status change alone does not trigger a refund to the customer.","markdown":"Changing the status to **Cancelled** keeps an identifiable record in the history. **Deletion**, offered with confirmation in the list, removes the booking. Do not delete a booking in an attempt to refund its payment: financial tracking is a separate record.\n\nBefore cancelling, check the applicable cutoffs, the other resources involved, the communications needed and any amounts already collected. A status change alone does not trigger a refund to the customer.","anchor":"cancelling-or-deleting-two-different-consequences","url":"https://app.bookelio.app/docs/en/activities-and-bookings#cancelling-or-deleting-two-different-consequences"},{"id":"activites-et-reservations#resolving-common-problems","title":"Resolving common problems","depth":2,"text":"","markdown":"","anchor":"resolving-common-problems","url":"https://app.bookelio.app/docs/en/activities-and-bookings#resolving-common-problems"},{"id":"activites-et-reservations#no-time-slots-are-available","title":"No time slots are available","depth":3,"text":"Check the service–room–member associations, opening hours, closures, pending bookings, cleaning time and booking cutoff. The Places and availability guide provides a complete checklist.","markdown":"Check the service–room–member associations, opening hours, closures, pending bookings, cleaning time and booking cutoff. The [Places and availability](/docs/en/places-and-availability) guide provides a complete checklist.","anchor":"no-time-slots-are-available","url":"https://app.bookelio.app/docs/en/activities-and-bookings#no-time-slots-are-available"},{"id":"activites-et-reservations#the-amount-does-not-match-the-price-displayed-on-the-service","title":"The amount does not match the price displayed on the service","depth":3,"text":"Check the number of people, duration, pricing tiers, extras, VAT and any deposit. Compare amounts on the same basis, and do not confuse the total service price with the amount requested immediately.","markdown":"Check the number of people, duration, pricing tiers, extras, VAT and any deposit. Compare amounts on the same basis, and do not confuse the total service price with the amount requested immediately.","anchor":"the-amount-does-not-match-the-price-displayed-on-the-service","url":"https://app.bookelio.app/docs/en/activities-and-bookings#the-amount-does-not-match-the-price-displayed-on-the-service"},{"id":"activites-et-reservations#rescheduling-did-not-send-an-email","title":"Rescheduling did not send an email","depth":3,"text":"Check that a date or time actually changed, that the option was ticked and that the administration's and member's addresses are filled in. Then see Communication to track sending, without repeatedly editing the record to try again.","markdown":"Check that a date or time actually changed, that the option was ticked and that the administration's and member's addresses are filled in. Then see [Communication](/docs/en/communication) to track sending, without repeatedly editing the record to try again.","anchor":"rescheduling-did-not-send-an-email","url":"https://app.bookelio.app/docs/en/activities-and-bookings#rescheduling-did-not-send-an-email"}]},{"id":"boutique-en-ligne","slug":"online-store","locale":"en","title":"Understanding the online store","description":"Prepare the public catalogue and help customers book a service, register for a training course and pay.","category":"reservations","audience":["gestionnaire"],"keywords":["store","shop","catalogue","public","online booking","registration","payment","contact","website"],"updatedAt":"2026-09-07","url":"https://app.bookelio.app/docs/en/online-store","markdownUrl":"https://app.bookelio.app/docs/en/online-store/markdown","markdown":"## What visitors see\n\nThe Bookelio store is a public area separate from the dashboard. It presents your organisation's services and training courses, offers their booking journeys and provides access to gift card purchases and the contact form.\n\nIts address uses the path `/store/` followed by your organisation's identifier, on the address of your Bookelio installation. Use the exact link provided for your organisation. Do not replace the identifier with a trading name, and do not give customers a dashboard address.\n\nA partner website can use the same Bookelio data with different pages. For example, registration on a specialised website may require signing in by email. This guide describes the standard Bookelio store; it does not guarantee that every connected website exposes the same options.\n\n## Before sharing your link\n\nThe store relies on your organisation's data. Prepare that data in the dashboard before inviting customers to book:\n\n1. Check service names and descriptions under **Planning → Services**.\n2. Check their prices, VAT, durations and associated rooms.\n3. Prepare the schedules for places and members so that genuine time slots are available.\n4. Check training courses and their upcoming dates if you use this catalogue.\n5. Configure online payment with your manager and provider.\n6. Check contact details and email sending configuration.\n7. Open the store as a visitor and review all visible information.\n\nService descriptions are part of the information shown publicly. Do not put internal notes, a customer's private contact details or login secrets in them. The dashboard does not necessarily offer a ‘draft’ status for every content type: do not assume that saved text remains hidden.\n\n### An important check before launch\n\nGeneric links in the store footer, particularly to FAQs or terms, do not replace your approved documents. Check their destinations in your installation before publication. A label appearing in the footer does not prove that legal content specific to your organisation has been configured.\n\n## Exploring the catalogue\n\nThe home page brings together the services and training courses available in the catalogue. Its search helps visitors find an offering by name or description; training categories also contribute to this search.\n\n1. Open your store link.\n2. Browse the sections for services and training courses.\n3. Enter a search term to narrow the results.\n4. Open an item and check the details before continuing.\n\nA search with no results does not mean the organisation has disappeared. Remove the search term and check the content on offer. For a training course, the existence of an administrative record does not guarantee that a future bookable date is displayed.\n\nThe store provides a language selector for its interface. Changing the interface language does not automatically translate names and descriptions entered by your team.\n\n## Booking a service: the customer journey\n\n### 1. Choose the service and time slot\n\nThe customer opens the service, chooses the available parameters and then selects a date and time slot. The choices may depend on the room, number of people and duration when the price varies with those parameters.\n\nAvailable times reflect resource constraints and service rules. A missing time may be due to a closure, an unavailable member, an existing booking or a minimum interval before the start. Your team can check these factors using [Places and availability](/docs/en/places-and-availability).\n\nIn ‘all linked rooms’ mode, a booking covers all the spaces required for the service simultaneously. Do not treat the displayed main room as the only resource occupied.\n\n### 2. Enter contact details\n\nThe customer fills in details including their name, email address and postal address. They check the country and contact information before confirming.\n\nExplain why an accurate email address matters: it is used for confirmations and matching records. A typo may prevent the customer from receiving their information without necessarily preventing the booking from being recorded.\n\n### 3. Check the summary\n\nBefore confirming, the customer should review the service, resources, date, times, number of participants and amount. A price matrix requires an available combination of people and duration; a missing price must not be interpreted as free service.\n\nWhere the field is available, the customer can enter and then validate a gift card code. The summary shows its effect and any amount remaining to pay. The store does not offer this field for services with a variable pricing matrix. See [Gift cards](/docs/en/gift-cards) for types and restrictions.\n\n### 4. Confirm and pay\n\nIf an amount remains to be paid online, the customer is redirected to the payment provider. If the booking is fully covered in this journey, they can reach the summary directly without entering new banking details.\n\nBooking confirmation and bank confirmation are separate steps. While payment is in progress, avoid asking the customer to start their booking again immediately: first check the record created and its associated transactions.\n\n## Understanding the return after payment\n\nThe return page checks the payment status when a payment request is associated with the booking. It may show a pending or failed payment, followed by the booking information once the journey has been finalised.\n\nThe browser returning, a confirmation URL or a screenshot is not proof that payment has been received. To answer the customer, your team must check the payment request and its transactions in Bookelio.\n\nIf the journey requests a deposit, distinguish this first payment from the balance of the service. Check the recorded amounts rather than inferring the financial position solely from the time slot's status.\n\n## Registering for a training course\n\nA training course follows a different journey from a time-based service: the visitor opens a course page, chooses a training date and completes their registration. Depending on the configuration, additional questions from a published form may appear.\n\nTraining-specific rules may include a waiting list, prior approval or payment deadlines. A waitlisted registration is not a confirmed place. A registration requiring approval does not necessarily proceed immediately to payment.\n\nTo prepare this journey and handle responses, see [Training courses](/docs/en/trainings), [Registrations and certificates](/docs/en/registrations-and-certificates) and [Forms](/docs/en/forms).\n\n## Gift cards and contact requests\n\nThe gift card purchase page lets visitors choose a service and number of sessions, enter their details and then pay. This public purchase catalogue should not be confused with the other card types your team can create manually.\n\nThe **Contact** form, available from the store, lets a visitor send a request to the organisation. Your team can find it under **Communication → Contact Requests**. A contact request is neither a booking nor a confirmed registration; handle it before promising the customer a place.\n\n## Resolving difficulties without multiplying records\n\n### The customer cannot complete the process\n\nCheck mandatory fields, the validity of the time slot and the pricing combination. Ask for the exact message shown, without requesting a bank card number or other sensitive payment information.\n\n### The payment seems stuck\n\nFind the existing payment request, check its status and read [Payments](/docs/en/payments). Do not create another booking until you have identified what is already recorded.\n\n### The email has not arrived\n\nCheck the entered address, the spam folder and the actual payment status. A missing email is not enough to conclude that the booking failed. To check sending, follow [Communication](/docs/en/communication).","text":"What visitors see\nThe Bookelio store is a public area separate from the dashboard. It presents your organisation's services and training courses, offers their booking journeys and provides access to gift card purchases and the contact form.\nIts address uses the path /store/ followed by your organisation's identifier, on the address of your Bookelio installation. Use the exact link provided for your organisation. Do not replace the identifier with a trading name, and do not give customers a dashboard address.\nA partner website can use the same Bookelio data with different pages. For example, registration on a specialised website may require signing in by email. This guide describes the standard Bookelio store; it does not guarantee that every connected website exposes the same options.\nBefore sharing your link\nThe store relies on your organisation's data. Prepare that data in the dashboard before inviting customers to book:\nCheck service names and descriptions under Planning → Services.\nCheck their prices, VAT, durations and associated rooms.\nPrepare the schedules for places and members so that genuine time slots are available.\nCheck training courses and their upcoming dates if you use this catalogue.\nConfigure online payment with your manager and provider.\nCheck contact details and email sending configuration.\nOpen the store as a visitor and review all visible information.\nService descriptions are part of the information shown publicly. Do not put internal notes, a customer's private contact details or login secrets in them. The dashboard does not necessarily offer a ‘draft’ status for every content type: do not assume that saved text remains hidden.\nAn important check before launch\nGeneric links in the store footer, particularly to FAQs or terms, do not replace your approved documents. Check their destinations in your installation before publication. A label appearing in the footer does not prove that legal content specific to your organisation has been configured.\nExploring the catalogue\nThe home page brings together the services and training courses available in the catalogue. Its search helps visitors find an offering by name or description; training categories also contribute to this search.\nOpen your store link.\nBrowse the sections for services and training courses.\nEnter a search term to narrow the results.\nOpen an item and check the details before continuing.\nA search with no results does not mean the organisation has disappeared. Remove the search term and check the content on offer. For a training course, the existence of an administrative record does not guarantee that a future bookable date is displayed.\nThe store provides a language selector for its interface. Changing the interface language does not automatically translate names and descriptions entered by your team.\nBooking a service: the customer journey\n1. Choose the service and time slot\nThe customer opens the service, chooses the available parameters and then selects a date and time slot. The choices may depend on the room, number of people and duration when the price varies with those parameters.\nAvailable times reflect resource constraints and service rules. A missing time may be due to a closure, an unavailable member, an existing booking or a minimum interval before the start. Your team can check these factors using Places and availability.\nIn ‘all linked rooms’ mode, a booking covers all the spaces required for the service simultaneously. Do not treat the displayed main room as the only resource occupied.\n2. Enter contact details\nThe customer fills in details including their name, email address and postal address. They check the country and contact information before confirming.\nExplain why an accurate email address matters: it is used for confirmations and matching records. A typo may prevent the customer from receiving their information without necessarily preventing the booking from being recorded.\n3. Check the summary\nBefore confirming, the customer should review the service, resources, date, times, number of participants and amount. A price matrix requires an available combination of people and duration; a missing price must not be interpreted as free service.\nWhere the field is available, the customer can enter and then validate a gift card code. The summary shows its effect and any amount remaining to pay. The store does not offer this field for services with a variable pricing matrix. See Gift cards for types and restrictions.\n4. Confirm and pay\nIf an amount remains to be paid online, the customer is redirected to the payment provider. If the booking is fully covered in this journey, they can reach the summary directly without entering new banking details.\nBooking confirmation and bank confirmation are separate steps. While payment is in progress, avoid asking the customer to start their booking again immediately: first check the record created and its associated transactions.\nUnderstanding the return after payment\nThe return page checks the payment status when a payment request is associated with the booking. It may show a pending or failed payment, followed by the booking information once the journey has been finalised.\nThe browser returning, a confirmation URL or a screenshot is not proof that payment has been received. To answer the customer, your team must check the payment request and its transactions in Bookelio.\nIf the journey requests a deposit, distinguish this first payment from the balance of the service. Check the recorded amounts rather than inferring the financial position solely from the time slot's status.\nRegistering for a training course\nA training course follows a different journey from a time-based service: the visitor opens a course page, chooses a training date and completes their registration. Depending on the configuration, additional questions from a published form may appear.\nTraining-specific rules may include a waiting list, prior approval or payment deadlines. A waitlisted registration is not a confirmed place. A registration requiring approval does not necessarily proceed immediately to payment.\nTo prepare this journey and handle responses, see Training courses, Registrations and certificates and Forms.\nGift cards and contact requests\nThe gift card purchase page lets visitors choose a service and number of sessions, enter their details and then pay. This public purchase catalogue should not be confused with the other card types your team can create manually.\nThe Contact form, available from the store, lets a visitor send a request to the organisation. Your team can find it under Communication → Contact Requests. A contact request is neither a booking nor a confirmed registration; handle it before promising the customer a place.\nResolving difficulties without multiplying records\nThe customer cannot complete the process\nCheck mandatory fields, the validity of the time slot and the pricing combination. Ask for the exact message shown, without requesting a bank card number or other sensitive payment information.\nThe payment seems stuck\nFind the existing payment request, check its status and read Payments. Do not create another booking until you have identified what is already recorded.\nThe email has not arrived\nCheck the entered address, the spam folder and the actual payment status. A missing email is not enough to conclude that the booking failed. To check sending, follow Communication.","sections":[{"id":"boutique-en-ligne#what-visitors-see","title":"What visitors see","depth":2,"text":"The Bookelio store is a public area separate from the dashboard. It presents your organisation's services and training courses, offers their booking journeys and provides access to gift card purchases and the contact form.\nIts address uses the path /store/ followed by your organisation's identifier, on the address of your Bookelio installation. Use the exact link provided for your organisation. Do not replace the identifier with a trading name, and do not give customers a dashboard address.\nA partner website can use the same Bookelio data with different pages. For example, registration on a specialised website may require signing in by email. This guide describes the standard Bookelio store; it does not guarantee that every connected website exposes the same options.","markdown":"The Bookelio store is a public area separate from the dashboard. It presents your organisation's services and training courses, offers their booking journeys and provides access to gift card purchases and the contact form.\n\nIts address uses the path `/store/` followed by your organisation's identifier, on the address of your Bookelio installation. Use the exact link provided for your organisation. Do not replace the identifier with a trading name, and do not give customers a dashboard address.\n\nA partner website can use the same Bookelio data with different pages. For example, registration on a specialised website may require signing in by email. This guide describes the standard Bookelio store; it does not guarantee that every connected website exposes the same options.","anchor":"what-visitors-see","url":"https://app.bookelio.app/docs/en/online-store#what-visitors-see"},{"id":"boutique-en-ligne#before-sharing-your-link","title":"Before sharing your link","depth":2,"text":"The store relies on your organisation's data. Prepare that data in the dashboard before inviting customers to book:\nCheck service names and descriptions under Planning → Services.\nCheck their prices, VAT, durations and associated rooms.\nPrepare the schedules for places and members so that genuine time slots are available.\nCheck training courses and their upcoming dates if you use this catalogue.\nConfigure online payment with your manager and provider.\nCheck contact details and email sending configuration.\nOpen the store as a visitor and review all visible information.\nService descriptions are part of the information shown publicly. Do not put internal notes, a customer's private contact details or login secrets in them. The dashboard does not necessarily offer a ‘draft’ status for every content type: do not assume that saved text remains hidden.","markdown":"The store relies on your organisation's data. Prepare that data in the dashboard before inviting customers to book:\n\n1. Check service names and descriptions under **Planning → Services**.\n2. Check their prices, VAT, durations and associated rooms.\n3. Prepare the schedules for places and members so that genuine time slots are available.\n4. Check training courses and their upcoming dates if you use this catalogue.\n5. Configure online payment with your manager and provider.\n6. Check contact details and email sending configuration.\n7. Open the store as a visitor and review all visible information.\n\nService descriptions are part of the information shown publicly. Do not put internal notes, a customer's private contact details or login secrets in them. The dashboard does not necessarily offer a ‘draft’ status for every content type: do not assume that saved text remains hidden.","anchor":"before-sharing-your-link","url":"https://app.bookelio.app/docs/en/online-store#before-sharing-your-link"},{"id":"boutique-en-ligne#an-important-check-before-launch","title":"An important check before launch","depth":3,"text":"Generic links in the store footer, particularly to FAQs or terms, do not replace your approved documents. Check their destinations in your installation before publication. A label appearing in the footer does not prove that legal content specific to your organisation has been configured.","markdown":"Generic links in the store footer, particularly to FAQs or terms, do not replace your approved documents. Check their destinations in your installation before publication. A label appearing in the footer does not prove that legal content specific to your organisation has been configured.","anchor":"an-important-check-before-launch","url":"https://app.bookelio.app/docs/en/online-store#an-important-check-before-launch"},{"id":"boutique-en-ligne#exploring-the-catalogue","title":"Exploring the catalogue","depth":2,"text":"The home page brings together the services and training courses available in the catalogue. Its search helps visitors find an offering by name or description; training categories also contribute to this search.\nOpen your store link.\nBrowse the sections for services and training courses.\nEnter a search term to narrow the results.\nOpen an item and check the details before continuing.\nA search with no results does not mean the organisation has disappeared. Remove the search term and check the content on offer. For a training course, the existence of an administrative record does not guarantee that a future bookable date is displayed.\nThe store provides a language selector for its interface. Changing the interface language does not automatically translate names and descriptions entered by your team.","markdown":"The home page brings together the services and training courses available in the catalogue. Its search helps visitors find an offering by name or description; training categories also contribute to this search.\n\n1. Open your store link.\n2. Browse the sections for services and training courses.\n3. Enter a search term to narrow the results.\n4. Open an item and check the details before continuing.\n\nA search with no results does not mean the organisation has disappeared. Remove the search term and check the content on offer. For a training course, the existence of an administrative record does not guarantee that a future bookable date is displayed.\n\nThe store provides a language selector for its interface. Changing the interface language does not automatically translate names and descriptions entered by your team.","anchor":"exploring-the-catalogue","url":"https://app.bookelio.app/docs/en/online-store#exploring-the-catalogue"},{"id":"boutique-en-ligne#booking-a-service-the-customer-journey","title":"Booking a service: the customer journey","depth":2,"text":"","markdown":"","anchor":"booking-a-service-the-customer-journey","url":"https://app.bookelio.app/docs/en/online-store#booking-a-service-the-customer-journey"},{"id":"boutique-en-ligne#1-choose-the-service-and-time-slot","title":"1. Choose the service and time slot","depth":3,"text":"The customer opens the service, chooses the available parameters and then selects a date and time slot. The choices may depend on the room, number of people and duration when the price varies with those parameters.\nAvailable times reflect resource constraints and service rules. A missing time may be due to a closure, an unavailable member, an existing booking or a minimum interval before the start. Your team can check these factors using Places and availability.\nIn ‘all linked rooms’ mode, a booking covers all the spaces required for the service simultaneously. Do not treat the displayed main room as the only resource occupied.","markdown":"The customer opens the service, chooses the available parameters and then selects a date and time slot. The choices may depend on the room, number of people and duration when the price varies with those parameters.\n\nAvailable times reflect resource constraints and service rules. A missing time may be due to a closure, an unavailable member, an existing booking or a minimum interval before the start. Your team can check these factors using [Places and availability](/docs/en/places-and-availability).\n\nIn ‘all linked rooms’ mode, a booking covers all the spaces required for the service simultaneously. Do not treat the displayed main room as the only resource occupied.","anchor":"1-choose-the-service-and-time-slot","url":"https://app.bookelio.app/docs/en/online-store#1-choose-the-service-and-time-slot"},{"id":"boutique-en-ligne#2-enter-contact-details","title":"2. Enter contact details","depth":3,"text":"The customer fills in details including their name, email address and postal address. They check the country and contact information before confirming.\nExplain why an accurate email address matters: it is used for confirmations and matching records. A typo may prevent the customer from receiving their information without necessarily preventing the booking from being recorded.","markdown":"The customer fills in details including their name, email address and postal address. They check the country and contact information before confirming.\n\nExplain why an accurate email address matters: it is used for confirmations and matching records. A typo may prevent the customer from receiving their information without necessarily preventing the booking from being recorded.","anchor":"2-enter-contact-details","url":"https://app.bookelio.app/docs/en/online-store#2-enter-contact-details"},{"id":"boutique-en-ligne#3-check-the-summary","title":"3. Check the summary","depth":3,"text":"Before confirming, the customer should review the service, resources, date, times, number of participants and amount. A price matrix requires an available combination of people and duration; a missing price must not be interpreted as free service.\nWhere the field is available, the customer can enter and then validate a gift card code. The summary shows its effect and any amount remaining to pay. The store does not offer this field for services with a variable pricing matrix. See Gift cards for types and restrictions.","markdown":"Before confirming, the customer should review the service, resources, date, times, number of participants and amount. A price matrix requires an available combination of people and duration; a missing price must not be interpreted as free service.\n\nWhere the field is available, the customer can enter and then validate a gift card code. The summary shows its effect and any amount remaining to pay. The store does not offer this field for services with a variable pricing matrix. See [Gift cards](/docs/en/gift-cards) for types and restrictions.","anchor":"3-check-the-summary","url":"https://app.bookelio.app/docs/en/online-store#3-check-the-summary"},{"id":"boutique-en-ligne#4-confirm-and-pay","title":"4. Confirm and pay","depth":3,"text":"If an amount remains to be paid online, the customer is redirected to the payment provider. If the booking is fully covered in this journey, they can reach the summary directly without entering new banking details.\nBooking confirmation and bank confirmation are separate steps. While payment is in progress, avoid asking the customer to start their booking again immediately: first check the record created and its associated transactions.","markdown":"If an amount remains to be paid online, the customer is redirected to the payment provider. If the booking is fully covered in this journey, they can reach the summary directly without entering new banking details.\n\nBooking confirmation and bank confirmation are separate steps. While payment is in progress, avoid asking the customer to start their booking again immediately: first check the record created and its associated transactions.","anchor":"4-confirm-and-pay","url":"https://app.bookelio.app/docs/en/online-store#4-confirm-and-pay"},{"id":"boutique-en-ligne#understanding-the-return-after-payment","title":"Understanding the return after payment","depth":2,"text":"The return page checks the payment status when a payment request is associated with the booking. It may show a pending or failed payment, followed by the booking information once the journey has been finalised.\nThe browser returning, a confirmation URL or a screenshot is not proof that payment has been received. To answer the customer, your team must check the payment request and its transactions in Bookelio.\nIf the journey requests a deposit, distinguish this first payment from the balance of the service. Check the recorded amounts rather than inferring the financial position solely from the time slot's status.","markdown":"The return page checks the payment status when a payment request is associated with the booking. It may show a pending or failed payment, followed by the booking information once the journey has been finalised.\n\nThe browser returning, a confirmation URL or a screenshot is not proof that payment has been received. To answer the customer, your team must check the payment request and its transactions in Bookelio.\n\nIf the journey requests a deposit, distinguish this first payment from the balance of the service. Check the recorded amounts rather than inferring the financial position solely from the time slot's status.","anchor":"understanding-the-return-after-payment","url":"https://app.bookelio.app/docs/en/online-store#understanding-the-return-after-payment"},{"id":"boutique-en-ligne#registering-for-a-training-course","title":"Registering for a training course","depth":2,"text":"A training course follows a different journey from a time-based service: the visitor opens a course page, chooses a training date and completes their registration. Depending on the configuration, additional questions from a published form may appear.\nTraining-specific rules may include a waiting list, prior approval or payment deadlines. A waitlisted registration is not a confirmed place. A registration requiring approval does not necessarily proceed immediately to payment.\nTo prepare this journey and handle responses, see Training courses, Registrations and certificates and Forms.","markdown":"A training course follows a different journey from a time-based service: the visitor opens a course page, chooses a training date and completes their registration. Depending on the configuration, additional questions from a published form may appear.\n\nTraining-specific rules may include a waiting list, prior approval or payment deadlines. A waitlisted registration is not a confirmed place. A registration requiring approval does not necessarily proceed immediately to payment.\n\nTo prepare this journey and handle responses, see [Training courses](/docs/en/trainings), [Registrations and certificates](/docs/en/registrations-and-certificates) and [Forms](/docs/en/forms).","anchor":"registering-for-a-training-course","url":"https://app.bookelio.app/docs/en/online-store#registering-for-a-training-course"},{"id":"boutique-en-ligne#gift-cards-and-contact-requests","title":"Gift cards and contact requests","depth":2,"text":"The gift card purchase page lets visitors choose a service and number of sessions, enter their details and then pay. This public purchase catalogue should not be confused with the other card types your team can create manually.\nThe Contact form, available from the store, lets a visitor send a request to the organisation. Your team can find it under Communication → Contact Requests. A contact request is neither a booking nor a confirmed registration; handle it before promising the customer a place.","markdown":"The gift card purchase page lets visitors choose a service and number of sessions, enter their details and then pay. This public purchase catalogue should not be confused with the other card types your team can create manually.\n\nThe **Contact** form, available from the store, lets a visitor send a request to the organisation. Your team can find it under **Communication → Contact Requests**. A contact request is neither a booking nor a confirmed registration; handle it before promising the customer a place.","anchor":"gift-cards-and-contact-requests","url":"https://app.bookelio.app/docs/en/online-store#gift-cards-and-contact-requests"},{"id":"boutique-en-ligne#resolving-difficulties-without-multiplying-records","title":"Resolving difficulties without multiplying records","depth":2,"text":"","markdown":"","anchor":"resolving-difficulties-without-multiplying-records","url":"https://app.bookelio.app/docs/en/online-store#resolving-difficulties-without-multiplying-records"},{"id":"boutique-en-ligne#the-customer-cannot-complete-the-process","title":"The customer cannot complete the process","depth":3,"text":"Check mandatory fields, the validity of the time slot and the pricing combination. Ask for the exact message shown, without requesting a bank card number or other sensitive payment information.","markdown":"Check mandatory fields, the validity of the time slot and the pricing combination. Ask for the exact message shown, without requesting a bank card number or other sensitive payment information.","anchor":"the-customer-cannot-complete-the-process","url":"https://app.bookelio.app/docs/en/online-store#the-customer-cannot-complete-the-process"},{"id":"boutique-en-ligne#the-payment-seems-stuck","title":"The payment seems stuck","depth":3,"text":"Find the existing payment request, check its status and read Payments. Do not create another booking until you have identified what is already recorded.","markdown":"Find the existing payment request, check its status and read [Payments](/docs/en/payments). Do not create another booking until you have identified what is already recorded.","anchor":"the-payment-seems-stuck","url":"https://app.bookelio.app/docs/en/online-store#the-payment-seems-stuck"},{"id":"boutique-en-ligne#the-email-has-not-arrived","title":"The email has not arrived","depth":3,"text":"Check the entered address, the spam folder and the actual payment status. A missing email is not enough to conclude that the booking failed. To check sending, follow Communication.","markdown":"Check the entered address, the spam folder and the actual payment status. A missing email is not enough to conclude that the booking failed. To check sending, follow [Communication](/docs/en/communication).","anchor":"the-email-has-not-arrived","url":"https://app.bookelio.app/docs/en/online-store#the-email-has-not-arrived"}]},{"id":"cartes-cadeaux","slug":"gift-cards","locale":"en","title":"Creating and tracking gift cards","description":"Distinguish session, monetary and reusable cards, understand their activation and usage, and learn what happens when a card is revoked.","category":"reservations","audience":["gestionnaire"],"keywords":["gift card","gift voucher","code","sessions","balance","fixed amount","percentage","expiry","revocation"],"updatedAt":"2026-09-07","url":"https://app.bookelio.app/docs/en/gift-cards","markdownUrl":"https://app.bookelio.app/docs/en/gift-cards/markdown","markdown":"## What does a gift card represent?\n\nA gift card lets someone present a code in a compatible journey to cover all or part of a service. It has a type, a status and, depending on the case, a number of sessions, a balance in euros or a number of uses.\n\nIn the dashboard, open **Sales → Gift Cards**. This module must be enabled and your role must allow the actions you want to perform. Administrative creation and public purchasing are not equivalent: public purchasing involves payment before activation, whereas manual creation is not, in itself, a paid sale.\n\nGift cards are not the credit packs used for group classes. Packs use a different system, explained in [Group scheduling](/docs/en/group-scheduling).\n\n## Choosing the right type\n\nThe administrative form offers four types:\n\n| Type | What is available | What decreases when used |\n| --- | --- | --- |\n| Sessions | A number of sessions for a specific service | Remaining sessions |\n| Fixed amount | An initial balance in euros | The amount actually used |\n| Reusable amount | An amount applicable on each use | The number of uses, if limited |\n| Reusable percentage | A percentage applied when used | The number of uses, if limited |\n\nA €50 ‘fixed amount’ card and a €50 ‘reusable amount’ card therefore do not have the same effect. The first is a balance that is gradually spent. The second can provide up to €50 on each permitted use: check its limit before sharing it.\n\nReusable cards can be limited to a number of uses or have no usage limit. Having no usage limit does not remove a possible expiry date. Treat unlimited reusable codes in particular as sensitive access credentials.\n\n## Creating a card from the dashboard\n\n1. Open the creation action in **Gift Cards**.\n2. Choose the card type.\n3. For a session card, select the service and number of sessions.\n4. For an amount-based card, enter the amount; for a percentage, enter a positive value no higher than 100%.\n5. For a reusable type, set a usage limit if you want one.\n6. Leave the code empty to generate one automatically, or enter a custom code.\n7. Optionally associate a customer and enter beneficiary details, expiry, a message, delivery address or useful notes.\n8. Carefully review the type and quantity before creating the card.\n9. Find the card in the list and check its status and balance.\n\nCustom codes use letters, digits and hyphens and must be between 4 and 64 characters long. A code already in use cannot be used to create another card in the same organisation.\n\nAssociating a customer makes tracking easier. It must not be interpreted as automatically verifying the identity of everyone who presents the code in a public journey. Avoid publishing codes or putting them in documents that anyone can access.\n\n### Manual creation does not collect the card's price\n\nThe administrative form creates the card and its usage entitlements; it does not initiate a payment by the buyer. If you use it for a sale handled by your team, track collection through the appropriate financial workflow. Do not treat the initial balance as proof that you have received that sum.\n\n## Buying a card in the store\n\nThe public store offers the purchase of sessions for a service:\n\n1. The visitor opens the **Gift Cards** page in your store.\n2. They choose a service and the number of sessions.\n3. They check the unit price and total; quantity-based pricing tiers may change the price according to the quantity.\n4. They fill in their contact details and the additional information requested.\n5. They confirm, then pay through the payment provider.\n6. They return to the result page and wait for payment confirmation.\n\nThe purchased card is initially **pending**. It becomes usable after payment confirmation. The journey then provides a confirmation email with a PDF containing the card details. A purchase that has been started but not paid for is not an active card.\n\nThe reusable types available in the dashboard are not offered for purchase in this standard store. Do not promise a customer that they can buy any administrative card type themselves.\n\n## Using a card for a booking\n\nIn a compatible journey, the customer enters their code in the summary and validates it before confirming. Bookelio checks, among other things, the status, expiry, type and remaining entitlements.\n\nFor a session card, the service must match the card's service and there must be enough sessions remaining. Session cards are not interchangeable across all services.\n\nFor a monetary or reusable card, coverage depends on the type and amount to pay. The contribution does not exceed the relevant amount. If the card covers only part of the service, an additional payment may still be required. A validated code therefore does not automatically mean ‘no payment needed’.\n\nThe standard store hides card use for services with a people × hours matrix. If the customer cannot see a code field in that journey, do not advise them to change the service or duration arbitrarily to make it appear.\n\n### Example of a monetary card\n\nA card has €50 available and the service to cover costs €35. After using €35, €15 remains for a later compatible use. If the service costs €70, the card can only cover its €50 balance, leaving an additional €20 to handle.\n\n### Example of a reusable card\n\nA 10% card limited to three uses covers €8 of an €80 amount taken into account for that use. Two uses then remain; this is not a wallet from which €8 has been withdrawn. Always check the actual summary of the journey being used.\n\n## Reading statuses and history\n\n- **Pending**: a purchase payment still needs to be confirmed; the code cannot be used.\n- **Active**: the card can be used if the other conditions are met.\n- **Exhausted**: the balance, sessions or limited uses have reached zero.\n- **Revoked**: the team has deactivated the card.\n\nExpiry is checked separately. A card displayed as active may be refused because its expiry date has passed.\n\nFrom the list, open the details to view the type, available information, usage and links to associated payment requests. Copying the code lets you send it to the right recipient; avoid screenshots of lists containing several codes.\n\n## Revoking a card\n\n1. Check the code, any associated customer and the balance of the intended card.\n2. Open the revocation action.\n3. Read the warning about remaining sessions, uses or amounts.\n4. Confirm only if you genuinely intend to deactivate the card.\n\nRevocation makes the remaining entitlements unusable. It is not a bank refund. The list does not offer a reactivation workflow: first discuss the need with your manager if you only want to correct a piece of information.\n\n## Why is a code refused?\n\nCheck the organisation, the exact code entered, its status, expiry and remaining entitlements. For a session card, also check the service and pricing compatibility.\n\nIf the card has already contributed to a booking, review the history before creating a replacement. Cancelling a booking must not be interpreted as automatically restoring the card: have the actual usage and payment records checked. See [Payments](/docs/en/payments) to distinguish card usage, additional payment and refund.","text":"What does a gift card represent?\nA gift card lets someone present a code in a compatible journey to cover all or part of a service. It has a type, a status and, depending on the case, a number of sessions, a balance in euros or a number of uses.\nIn the dashboard, open Sales → Gift Cards. This module must be enabled and your role must allow the actions you want to perform. Administrative creation and public purchasing are not equivalent: public purchasing involves payment before activation, whereas manual creation is not, in itself, a paid sale.\nGift cards are not the credit packs used for group classes. Packs use a different system, explained in Group scheduling.\nChoosing the right type\nThe administrative form offers four types:\nType\nWhat is available\nWhat decreases when used\nSessions\nA number of sessions for a specific service\nRemaining sessions\nFixed amount\nAn initial balance in euros\nThe amount actually used\nReusable amount\nAn amount applicable on each use\nThe number of uses, if limited\nReusable percentage\nA percentage applied when used\nThe number of uses, if limited\nA €50 ‘fixed amount’ card and a €50 ‘reusable amount’ card therefore do not have the same effect. The first is a balance that is gradually spent. The second can provide up to €50 on each permitted use: check its limit before sharing it.\nReusable cards can be limited to a number of uses or have no usage limit. Having no usage limit does not remove a possible expiry date. Treat unlimited reusable codes in particular as sensitive access credentials.\nCreating a card from the dashboard\nOpen the creation action in Gift Cards.\nChoose the card type.\nFor a session card, select the service and number of sessions.\nFor an amount-based card, enter the amount; for a percentage, enter a positive value no higher than 100%.\nFor a reusable type, set a usage limit if you want one.\nLeave the code empty to generate one automatically, or enter a custom code.\nOptionally associate a customer and enter beneficiary details, expiry, a message, delivery address or useful notes.\nCarefully review the type and quantity before creating the card.\nFind the card in the list and check its status and balance.\nCustom codes use letters, digits and hyphens and must be between 4 and 64 characters long. A code already in use cannot be used to create another card in the same organisation.\nAssociating a customer makes tracking easier. It must not be interpreted as automatically verifying the identity of everyone who presents the code in a public journey. Avoid publishing codes or putting them in documents that anyone can access.\nManual creation does not collect the card's price\nThe administrative form creates the card and its usage entitlements; it does not initiate a payment by the buyer. If you use it for a sale handled by your team, track collection through the appropriate financial workflow. Do not treat the initial balance as proof that you have received that sum.\nBuying a card in the store\nThe public store offers the purchase of sessions for a service:\nThe visitor opens the Gift Cards page in your store.\nThey choose a service and the number of sessions.\nThey check the unit price and total; quantity-based pricing tiers may change the price according to the quantity.\nThey fill in their contact details and the additional information requested.\nThey confirm, then pay through the payment provider.\nThey return to the result page and wait for payment confirmation.\nThe purchased card is initially pending. It becomes usable after payment confirmation. The journey then provides a confirmation email with a PDF containing the card details. A purchase that has been started but not paid for is not an active card.\nThe reusable types available in the dashboard are not offered for purchase in this standard store. Do not promise a customer that they can buy any administrative card type themselves.\nUsing a card for a booking\nIn a compatible journey, the customer enters their code in the summary and validates it before confirming. Bookelio checks, among other things, the status, expiry, type and remaining entitlements.\nFor a session card, the service must match the card's service and there must be enough sessions remaining. Session cards are not interchangeable across all services.\nFor a monetary or reusable card, coverage depends on the type and amount to pay. The contribution does not exceed the relevant amount. If the card covers only part of the service, an additional payment may still be required. A validated code therefore does not automatically mean ‘no payment needed’.\nThe standard store hides card use for services with a people × hours matrix. If the customer cannot see a code field in that journey, do not advise them to change the service or duration arbitrarily to make it appear.\nExample of a monetary card\nA card has €50 available and the service to cover costs €35. After using €35, €15 remains for a later compatible use. If the service costs €70, the card can only cover its €50 balance, leaving an additional €20 to handle.\nExample of a reusable card\nA 10% card limited to three uses covers €8 of an €80 amount taken into account for that use. Two uses then remain; this is not a wallet from which €8 has been withdrawn. Always check the actual summary of the journey being used.\nReading statuses and history\nPending: a purchase payment still needs to be confirmed; the code cannot be used.\nActive: the card can be used if the other conditions are met.\nExhausted: the balance, sessions or limited uses have reached zero.\nRevoked: the team has deactivated the card.\nExpiry is checked separately. A card displayed as active may be refused because its expiry date has passed.\nFrom the list, open the details to view the type, available information, usage and links to associated payment requests. Copying the code lets you send it to the right recipient; avoid screenshots of lists containing several codes.\nRevoking a card\nCheck the code, any associated customer and the balance of the intended card.\nOpen the revocation action.\nRead the warning about remaining sessions, uses or amounts.\nConfirm only if you genuinely intend to deactivate the card.\nRevocation makes the remaining entitlements unusable. It is not a bank refund. The list does not offer a reactivation workflow: first discuss the need with your manager if you only want to correct a piece of information.\nWhy is a code refused?\nCheck the organisation, the exact code entered, its status, expiry and remaining entitlements. For a session card, also check the service and pricing compatibility.\nIf the card has already contributed to a booking, review the history before creating a replacement. Cancelling a booking must not be interpreted as automatically restoring the card: have the actual usage and payment records checked. See Payments to distinguish card usage, additional payment and refund.","sections":[{"id":"cartes-cadeaux#what-does-a-gift-card-represent","title":"What does a gift card represent?","depth":2,"text":"A gift card lets someone present a code in a compatible journey to cover all or part of a service. It has a type, a status and, depending on the case, a number of sessions, a balance in euros or a number of uses.\nIn the dashboard, open Sales → Gift Cards. This module must be enabled and your role must allow the actions you want to perform. Administrative creation and public purchasing are not equivalent: public purchasing involves payment before activation, whereas manual creation is not, in itself, a paid sale.\nGift cards are not the credit packs used for group classes. Packs use a different system, explained in Group scheduling.","markdown":"A gift card lets someone present a code in a compatible journey to cover all or part of a service. It has a type, a status and, depending on the case, a number of sessions, a balance in euros or a number of uses.\n\nIn the dashboard, open **Sales → Gift Cards**. This module must be enabled and your role must allow the actions you want to perform. Administrative creation and public purchasing are not equivalent: public purchasing involves payment before activation, whereas manual creation is not, in itself, a paid sale.\n\nGift cards are not the credit packs used for group classes. Packs use a different system, explained in [Group scheduling](/docs/en/group-scheduling).","anchor":"what-does-a-gift-card-represent","url":"https://app.bookelio.app/docs/en/gift-cards#what-does-a-gift-card-represent"},{"id":"cartes-cadeaux#choosing-the-right-type","title":"Choosing the right type","depth":2,"text":"The administrative form offers four types:\nType\nWhat is available\nWhat decreases when used\nSessions\nA number of sessions for a specific service\nRemaining sessions\nFixed amount\nAn initial balance in euros\nThe amount actually used\nReusable amount\nAn amount applicable on each use\nThe number of uses, if limited\nReusable percentage\nA percentage applied when used\nThe number of uses, if limited\nA €50 ‘fixed amount’ card and a €50 ‘reusable amount’ card therefore do not have the same effect. The first is a balance that is gradually spent. The second can provide up to €50 on each permitted use: check its limit before sharing it.\nReusable cards can be limited to a number of uses or have no usage limit. Having no usage limit does not remove a possible expiry date. Treat unlimited reusable codes in particular as sensitive access credentials.","markdown":"The administrative form offers four types:\n\n| Type | What is available | What decreases when used |\n| --- | --- | --- |\n| Sessions | A number of sessions for a specific service | Remaining sessions |\n| Fixed amount | An initial balance in euros | The amount actually used |\n| Reusable amount | An amount applicable on each use | The number of uses, if limited |\n| Reusable percentage | A percentage applied when used | The number of uses, if limited |\n\nA €50 ‘fixed amount’ card and a €50 ‘reusable amount’ card therefore do not have the same effect. The first is a balance that is gradually spent. The second can provide up to €50 on each permitted use: check its limit before sharing it.\n\nReusable cards can be limited to a number of uses or have no usage limit. Having no usage limit does not remove a possible expiry date. Treat unlimited reusable codes in particular as sensitive access credentials.","anchor":"choosing-the-right-type","url":"https://app.bookelio.app/docs/en/gift-cards#choosing-the-right-type"},{"id":"cartes-cadeaux#creating-a-card-from-the-dashboard","title":"Creating a card from the dashboard","depth":2,"text":"Open the creation action in Gift Cards.\nChoose the card type.\nFor a session card, select the service and number of sessions.\nFor an amount-based card, enter the amount; for a percentage, enter a positive value no higher than 100%.\nFor a reusable type, set a usage limit if you want one.\nLeave the code empty to generate one automatically, or enter a custom code.\nOptionally associate a customer and enter beneficiary details, expiry, a message, delivery address or useful notes.\nCarefully review the type and quantity before creating the card.\nFind the card in the list and check its status and balance.\nCustom codes use letters, digits and hyphens and must be between 4 and 64 characters long. A code already in use cannot be used to create another card in the same organisation.\nAssociating a customer makes tracking easier. It must not be interpreted as automatically verifying the identity of everyone who presents the code in a public journey. Avoid publishing codes or putting them in documents that anyone can access.","markdown":"1. Open the creation action in **Gift Cards**.\n2. Choose the card type.\n3. For a session card, select the service and number of sessions.\n4. For an amount-based card, enter the amount; for a percentage, enter a positive value no higher than 100%.\n5. For a reusable type, set a usage limit if you want one.\n6. Leave the code empty to generate one automatically, or enter a custom code.\n7. Optionally associate a customer and enter beneficiary details, expiry, a message, delivery address or useful notes.\n8. Carefully review the type and quantity before creating the card.\n9. Find the card in the list and check its status and balance.\n\nCustom codes use letters, digits and hyphens and must be between 4 and 64 characters long. A code already in use cannot be used to create another card in the same organisation.\n\nAssociating a customer makes tracking easier. It must not be interpreted as automatically verifying the identity of everyone who presents the code in a public journey. Avoid publishing codes or putting them in documents that anyone can access.","anchor":"creating-a-card-from-the-dashboard","url":"https://app.bookelio.app/docs/en/gift-cards#creating-a-card-from-the-dashboard"},{"id":"cartes-cadeaux#manual-creation-does-not-collect-the-card-s-price","title":"Manual creation does not collect the card's price","depth":3,"text":"The administrative form creates the card and its usage entitlements; it does not initiate a payment by the buyer. If you use it for a sale handled by your team, track collection through the appropriate financial workflow. Do not treat the initial balance as proof that you have received that sum.","markdown":"The administrative form creates the card and its usage entitlements; it does not initiate a payment by the buyer. If you use it for a sale handled by your team, track collection through the appropriate financial workflow. Do not treat the initial balance as proof that you have received that sum.","anchor":"manual-creation-does-not-collect-the-card-s-price","url":"https://app.bookelio.app/docs/en/gift-cards#manual-creation-does-not-collect-the-card-s-price"},{"id":"cartes-cadeaux#buying-a-card-in-the-store","title":"Buying a card in the store","depth":2,"text":"The public store offers the purchase of sessions for a service:\nThe visitor opens the Gift Cards page in your store.\nThey choose a service and the number of sessions.\nThey check the unit price and total; quantity-based pricing tiers may change the price according to the quantity.\nThey fill in their contact details and the additional information requested.\nThey confirm, then pay through the payment provider.\nThey return to the result page and wait for payment confirmation.\nThe purchased card is initially pending. It becomes usable after payment confirmation. The journey then provides a confirmation email with a PDF containing the card details. A purchase that has been started but not paid for is not an active card.\nThe reusable types available in the dashboard are not offered for purchase in this standard store. Do not promise a customer that they can buy any administrative card type themselves.","markdown":"The public store offers the purchase of sessions for a service:\n\n1. The visitor opens the **Gift Cards** page in your store.\n2. They choose a service and the number of sessions.\n3. They check the unit price and total; quantity-based pricing tiers may change the price according to the quantity.\n4. They fill in their contact details and the additional information requested.\n5. They confirm, then pay through the payment provider.\n6. They return to the result page and wait for payment confirmation.\n\nThe purchased card is initially **pending**. It becomes usable after payment confirmation. The journey then provides a confirmation email with a PDF containing the card details. A purchase that has been started but not paid for is not an active card.\n\nThe reusable types available in the dashboard are not offered for purchase in this standard store. Do not promise a customer that they can buy any administrative card type themselves.","anchor":"buying-a-card-in-the-store","url":"https://app.bookelio.app/docs/en/gift-cards#buying-a-card-in-the-store"},{"id":"cartes-cadeaux#using-a-card-for-a-booking","title":"Using a card for a booking","depth":2,"text":"In a compatible journey, the customer enters their code in the summary and validates it before confirming. Bookelio checks, among other things, the status, expiry, type and remaining entitlements.\nFor a session card, the service must match the card's service and there must be enough sessions remaining. Session cards are not interchangeable across all services.\nFor a monetary or reusable card, coverage depends on the type and amount to pay. The contribution does not exceed the relevant amount. If the card covers only part of the service, an additional payment may still be required. A validated code therefore does not automatically mean ‘no payment needed’.\nThe standard store hides card use for services with a people × hours matrix. If the customer cannot see a code field in that journey, do not advise them to change the service or duration arbitrarily to make it appear.","markdown":"In a compatible journey, the customer enters their code in the summary and validates it before confirming. Bookelio checks, among other things, the status, expiry, type and remaining entitlements.\n\nFor a session card, the service must match the card's service and there must be enough sessions remaining. Session cards are not interchangeable across all services.\n\nFor a monetary or reusable card, coverage depends on the type and amount to pay. The contribution does not exceed the relevant amount. If the card covers only part of the service, an additional payment may still be required. A validated code therefore does not automatically mean ‘no payment needed’.\n\nThe standard store hides card use for services with a people × hours matrix. If the customer cannot see a code field in that journey, do not advise them to change the service or duration arbitrarily to make it appear.","anchor":"using-a-card-for-a-booking","url":"https://app.bookelio.app/docs/en/gift-cards#using-a-card-for-a-booking"},{"id":"cartes-cadeaux#example-of-a-monetary-card","title":"Example of a monetary card","depth":3,"text":"A card has €50 available and the service to cover costs €35. After using €35, €15 remains for a later compatible use. If the service costs €70, the card can only cover its €50 balance, leaving an additional €20 to handle.","markdown":"A card has €50 available and the service to cover costs €35. After using €35, €15 remains for a later compatible use. If the service costs €70, the card can only cover its €50 balance, leaving an additional €20 to handle.","anchor":"example-of-a-monetary-card","url":"https://app.bookelio.app/docs/en/gift-cards#example-of-a-monetary-card"},{"id":"cartes-cadeaux#example-of-a-reusable-card","title":"Example of a reusable card","depth":3,"text":"A 10% card limited to three uses covers €8 of an €80 amount taken into account for that use. Two uses then remain; this is not a wallet from which €8 has been withdrawn. Always check the actual summary of the journey being used.","markdown":"A 10% card limited to three uses covers €8 of an €80 amount taken into account for that use. Two uses then remain; this is not a wallet from which €8 has been withdrawn. Always check the actual summary of the journey being used.","anchor":"example-of-a-reusable-card","url":"https://app.bookelio.app/docs/en/gift-cards#example-of-a-reusable-card"},{"id":"cartes-cadeaux#reading-statuses-and-history","title":"Reading statuses and history","depth":2,"text":"Pending: a purchase payment still needs to be confirmed; the code cannot be used.\nActive: the card can be used if the other conditions are met.\nExhausted: the balance, sessions or limited uses have reached zero.\nRevoked: the team has deactivated the card.\nExpiry is checked separately. A card displayed as active may be refused because its expiry date has passed.\nFrom the list, open the details to view the type, available information, usage and links to associated payment requests. Copying the code lets you send it to the right recipient; avoid screenshots of lists containing several codes.","markdown":"- **Pending**: a purchase payment still needs to be confirmed; the code cannot be used.\n- **Active**: the card can be used if the other conditions are met.\n- **Exhausted**: the balance, sessions or limited uses have reached zero.\n- **Revoked**: the team has deactivated the card.\n\nExpiry is checked separately. A card displayed as active may be refused because its expiry date has passed.\n\nFrom the list, open the details to view the type, available information, usage and links to associated payment requests. Copying the code lets you send it to the right recipient; avoid screenshots of lists containing several codes.","anchor":"reading-statuses-and-history","url":"https://app.bookelio.app/docs/en/gift-cards#reading-statuses-and-history"},{"id":"cartes-cadeaux#revoking-a-card","title":"Revoking a card","depth":2,"text":"Check the code, any associated customer and the balance of the intended card.\nOpen the revocation action.\nRead the warning about remaining sessions, uses or amounts.\nConfirm only if you genuinely intend to deactivate the card.\nRevocation makes the remaining entitlements unusable. It is not a bank refund. The list does not offer a reactivation workflow: first discuss the need with your manager if you only want to correct a piece of information.","markdown":"1. Check the code, any associated customer and the balance of the intended card.\n2. Open the revocation action.\n3. Read the warning about remaining sessions, uses or amounts.\n4. Confirm only if you genuinely intend to deactivate the card.\n\nRevocation makes the remaining entitlements unusable. It is not a bank refund. The list does not offer a reactivation workflow: first discuss the need with your manager if you only want to correct a piece of information.","anchor":"revoking-a-card","url":"https://app.bookelio.app/docs/en/gift-cards#revoking-a-card"},{"id":"cartes-cadeaux#why-is-a-code-refused","title":"Why is a code refused?","depth":2,"text":"Check the organisation, the exact code entered, its status, expiry and remaining entitlements. For a session card, also check the service and pricing compatibility.\nIf the card has already contributed to a booking, review the history before creating a replacement. Cancelling a booking must not be interpreted as automatically restoring the card: have the actual usage and payment records checked. See Payments to distinguish card usage, additional payment and refund.","markdown":"Check the organisation, the exact code entered, its status, expiry and remaining entitlements. For a session card, also check the service and pricing compatibility.\n\nIf the card has already contributed to a booking, review the history before creating a replacement. Cancelling a booking must not be interpreted as automatically restoring the card: have the actual usage and payment records checked. See [Payments](/docs/en/payments) to distinguish card usage, additional payment and refund.","anchor":"why-is-a-code-refused","url":"https://app.bookelio.app/docs/en/gift-cards#why-is-a-code-refused"}]},{"id":"planning-collectif","slug":"group-scheduling","locale":"en","title":"Organising group classes, packs and credits","description":"Configure group activities, plan one-off and recurring sessions, manage participants and understand payment in Réservéo.","category":"reservations","audience":["gestionnaire"],"keywords":["group class","session","recurrence","capacity","waiting list","waitlist","credits","pack","Réservéo","payment"],"updatedAt":"2026-09-07","url":"https://app.bookelio.app/docs/en/group-scheduling","markdownUrl":"https://app.bookelio.app/docs/en/group-scheduling/markdown","markdown":"## When should you use group classes?\n\nThe **Group classes** module manages sessions at set times for which several customers can register individually. Each session has an activity, an instructor, a room, a duration, a capacity and optionally a waiting list.\n\nUse this module for a weekly workshop with twelve places, for example. A standard booking instead protects a time slot for a service; a training course has its own tracking of dates and certificates. These three workflows are not interchangeable.\n\nIn the menu, open **Planning → Group classes**. Packs are available under **Planning → Packs and credits**. Your organisation must have the module and your account must have the necessary permissions. The public Réservéo portal is a separate area, when configured for your organisation.\n\n## Preparing a group activity\n\n1. First prepare the service, rooms and members who can deliver the activity.\n2. Open **Group classes** and find the activity to configure.\n3. Click **Configure**.\n4. Enable its availability for group classes.\n5. Enter the default capacity and choose whether to allow a waiting list.\n6. Complete optional information, such as estimated calories if relevant to your use.\n7. Save, then open the calendar.\n\nAn existing activity is not necessarily enabled for group classes. The activity must also be linked to the selected room and instructor; a room merely existing in the organisation is not enough.\n\n## Creating a one-off session\n\n1. In the calendar, click **New session**.\n2. Select the activity, instructor and room.\n3. Enter the date, time and duration in minutes.\n4. Check the capacity and waiting list settings offered for this session.\n5. Create the session and check its position in the calendar.\n\nBookelio checks for conflicts with other group classes and existing bookings for the room or member. A conflict may therefore come from an individual appointment that is not visible in the group class view alone.\n\nThe calendar page shows the next eight weeks. The absence of a session beyond this window does not automatically mean it has been deleted.\n\n## Scheduling a weekly recurrence\n\nThe **Weekly recurrences** section lets you create a series:\n\n1. Click **New recurrence**.\n2. Choose the activity, instructor and room.\n3. Set the day, first date, local time and time zone.\n4. Enter the duration and capacity settings.\n5. Provide an end date if the series is limited.\n6. Create the recurrence and read the generation result.\n7. Check the number of sessions created and any conflicts skipped.\n\nCreation generates twelve weeks by default, subject to the end date. A recurrence without an end date does not mean that every future session already exists indefinitely. Regularly check how far ahead sessions have actually been scheduled.\n\nThe time zone matters for maintaining a consistent local time, particularly when the clocks change. For an 18:00 class, enter the intended local time and matching time zone rather than manually shifting each session.\n\n### Editing a single occurrence\n\nOpen the relevant session for editing to change its settings. A session created from a recurrence can therefore be adjusted individually; this does not rewrite the entire series.\n\nYou cannot reduce capacity below the number of participants already confirmed. An increase that leaves places available may move customers forward from the waiting list. Check the participants after changing capacity.\n\n### Stopping a recurrence\n\nThe **Deactivate recurrence** action offers a separate option: **Also cancel already generated future sessions**.\n\nWithout that option, you deactivate the recurrence but keep sessions that have already been created. With the option, the affected future sessions and their registrations are cancelled. Review your choice: stopping a repetition rule and cancelling existing commitments have different consequences.\n\n## Adding and tracking participants\n\n1. Open **Participants** on a session.\n2. Check the number of occupied places and the number of people waiting.\n3. Select a customer and click **Add**.\n4. Check the result: **Confirmed** or **Waitlisted**.\n\nIf a place is available, the customer is confirmed. If the session is full and the waiting list is enabled, they join that list. Without a waiting list, a full session refuses a new registration. The same customer should not be added twice to the same session.\n\nAdministrative addition handles the customer's placement. It does not automatically start the paid Réservéo journey: do not assume that adding a participant in this dialogue has used a credit or collected their fee.\n\n### Freeing a place\n\nUse **Cancel enrollment**, enter the reason and confirm. When a confirmed place becomes available, the first customer on the waiting list may be promoted, according to waiting-list order.\n\nExample: a ten-place session shows ten confirmed participants and two people waiting. Cancelling one confirmed participant may move the first person waiting into the confirmed list. If payment is required in Réservéo, this promotion does not automatically charge the customer: they must finalise payment in their account.\n\n## Configuring Réservéo payment\n\nThe **Réservéo booking payments** card lets you enable payment for new registrations and choose the permitted methods:\n\n- **Credits**: one credit per session, subject to a valid balance.\n- **Online payment in euros**: payment through the provider configured for the organisation.\n- **Payment in euros on site**: an amount due that the team must collect and reconcile.\n\nThe price in euros uses the activity's VAT-inclusive price. If payment is not enabled, the journey retains its previous free operation. Changing this setting does not retrospectively charge older registrations.\n\nThe waiting list does not trigger a debit or charge. A confirmed registration may still show **Payment due**: place confirmation and payment are separate statuses. Do not mark a payment as received simply because the person appears among the participants.\n\nThe Réservéo customer journey relies on signing in through an email link and explicit confirmation. Public self-service cancellation is not currently a journey you can promise; your team handles cancellation requests from the dashboard.\n\n## Creating packs and granting credits\n\nIn **Packs and credits**:\n\n1. Create a pack with a name, a quantity of credits and, if needed, a validity period.\n2. Enter its price when you need it.\n3. For online sales in Réservéo, explicitly enable that option on the pack and check the price excluding VAT and the VAT policy.\n4. Select a customer in the credits section.\n5. View their available balance and allocated grants.\n6. For an administrative allocation, use **Grant credits** with a pack or a custom grant and a useful internal note.\n7. Check the movement history after the operation.\n\nAn administrative grant is not proof that a pack has been paid for. For an online purchase, credits are granted after full payment has been confirmed; their validity starts at allocation. Deactivating a pack prevents its future use as an active offering but does not remove credits already granted.\n\n## Cancellations and financial consequences\n\nAdministratively cancelling a registration paid with credits returns the credit to the original grant without extending its validity. If that grant has expired, a returned credit is therefore not necessarily available for a new session.\n\nRefunds in euros are not automatically carried out by this cancellation. They require a separate financial action. An ongoing payment can block cancellation: check its status before trying again.\n\nPack purchases affect credits that have already been granted. Do not initiate a generic refund assuming that credits will automatically be taken back: have the record and the appropriate procedure checked.\n\n## Quick troubleshooting\n\n### The activity is not offered\n\nCheck that it is enabled for group classes and associated with the room and instructor. Also check the account's permissions.\n\n### The customer has credits but cannot use them\n\nCheck the organisation, the grants' validity dates, the available balance and whether credit payment is allowed. Do not confuse the number historically granted with the number still usable.\n\n### Sessions are missing from a series\n\nCheck the generation horizon, end date and conflicts reported at creation. A count of skipped conflicts means that some occurrences were not created; check the resources before adding them manually.","text":"When should you use group classes?\nThe Group classes module manages sessions at set times for which several customers can register individually. Each session has an activity, an instructor, a room, a duration, a capacity and optionally a waiting list.\nUse this module for a weekly workshop with twelve places, for example. A standard booking instead protects a time slot for a service; a training course has its own tracking of dates and certificates. These three workflows are not interchangeable.\nIn the menu, open Planning → Group classes. Packs are available under Planning → Packs and credits. Your organisation must have the module and your account must have the necessary permissions. The public Réservéo portal is a separate area, when configured for your organisation.\nPreparing a group activity\nFirst prepare the service, rooms and members who can deliver the activity.\nOpen Group classes and find the activity to configure.\nClick Configure.\nEnable its availability for group classes.\nEnter the default capacity and choose whether to allow a waiting list.\nComplete optional information, such as estimated calories if relevant to your use.\nSave, then open the calendar.\nAn existing activity is not necessarily enabled for group classes. The activity must also be linked to the selected room and instructor; a room merely existing in the organisation is not enough.\nCreating a one-off session\nIn the calendar, click New session.\nSelect the activity, instructor and room.\nEnter the date, time and duration in minutes.\nCheck the capacity and waiting list settings offered for this session.\nCreate the session and check its position in the calendar.\nBookelio checks for conflicts with other group classes and existing bookings for the room or member. A conflict may therefore come from an individual appointment that is not visible in the group class view alone.\nThe calendar page shows the next eight weeks. The absence of a session beyond this window does not automatically mean it has been deleted.\nScheduling a weekly recurrence\nThe Weekly recurrences section lets you create a series:\nClick New recurrence.\nChoose the activity, instructor and room.\nSet the day, first date, local time and time zone.\nEnter the duration and capacity settings.\nProvide an end date if the series is limited.\nCreate the recurrence and read the generation result.\nCheck the number of sessions created and any conflicts skipped.\nCreation generates twelve weeks by default, subject to the end date. A recurrence without an end date does not mean that every future session already exists indefinitely. Regularly check how far ahead sessions have actually been scheduled.\nThe time zone matters for maintaining a consistent local time, particularly when the clocks change. For an 18:00 class, enter the intended local time and matching time zone rather than manually shifting each session.\nEditing a single occurrence\nOpen the relevant session for editing to change its settings. A session created from a recurrence can therefore be adjusted individually; this does not rewrite the entire series.\nYou cannot reduce capacity below the number of participants already confirmed. An increase that leaves places available may move customers forward from the waiting list. Check the participants after changing capacity.\nStopping a recurrence\nThe Deactivate recurrence action offers a separate option: Also cancel already generated future sessions.\nWithout that option, you deactivate the recurrence but keep sessions that have already been created. With the option, the affected future sessions and their registrations are cancelled. Review your choice: stopping a repetition rule and cancelling existing commitments have different consequences.\nAdding and tracking participants\nOpen Participants on a session.\nCheck the number of occupied places and the number of people waiting.\nSelect a customer and click Add.\nCheck the result: Confirmed or Waitlisted.\nIf a place is available, the customer is confirmed. If the session is full and the waiting list is enabled, they join that list. Without a waiting list, a full session refuses a new registration. The same customer should not be added twice to the same session.\nAdministrative addition handles the customer's placement. It does not automatically start the paid Réservéo journey: do not assume that adding a participant in this dialogue has used a credit or collected their fee.\nFreeing a place\nUse Cancel enrollment, enter the reason and confirm. When a confirmed place becomes available, the first customer on the waiting list may be promoted, according to waiting-list order.\nExample: a ten-place session shows ten confirmed participants and two people waiting. Cancelling one confirmed participant may move the first person waiting into the confirmed list. If payment is required in Réservéo, this promotion does not automatically charge the customer: they must finalise payment in their account.\nConfiguring Réservéo payment\nThe Réservéo booking payments card lets you enable payment for new registrations and choose the permitted methods:\nCredits: one credit per session, subject to a valid balance.\nOnline payment in euros: payment through the provider configured for the organisation.\nPayment in euros on site: an amount due that the team must collect and reconcile.\nThe price in euros uses the activity's VAT-inclusive price. If payment is not enabled, the journey retains its previous free operation. Changing this setting does not retrospectively charge older registrations.\nThe waiting list does not trigger a debit or charge. A confirmed registration may still show Payment due: place confirmation and payment are separate statuses. Do not mark a payment as received simply because the person appears among the participants.\nThe Réservéo customer journey relies on signing in through an email link and explicit confirmation. Public self-service cancellation is not currently a journey you can promise; your team handles cancellation requests from the dashboard.\nCreating packs and granting credits\nIn Packs and credits:\nCreate a pack with a name, a quantity of credits and, if needed, a validity period.\nEnter its price when you need it.\nFor online sales in Réservéo, explicitly enable that option on the pack and check the price excluding VAT and the VAT policy.\nSelect a customer in the credits section.\nView their available balance and allocated grants.\nFor an administrative allocation, use Grant credits with a pack or a custom grant and a useful internal note.\nCheck the movement history after the operation.\nAn administrative grant is not proof that a pack has been paid for. For an online purchase, credits are granted after full payment has been confirmed; their validity starts at allocation. Deactivating a pack prevents its future use as an active offering but does not remove credits already granted.\nCancellations and financial consequences\nAdministratively cancelling a registration paid with credits returns the credit to the original grant without extending its validity. If that grant has expired, a returned credit is therefore not necessarily available for a new session.\nRefunds in euros are not automatically carried out by this cancellation. They require a separate financial action. An ongoing payment can block cancellation: check its status before trying again.\nPack purchases affect credits that have already been granted. Do not initiate a generic refund assuming that credits will automatically be taken back: have the record and the appropriate procedure checked.\nQuick troubleshooting\nThe activity is not offered\nCheck that it is enabled for group classes and associated with the room and instructor. Also check the account's permissions.\nThe customer has credits but cannot use them\nCheck the organisation, the grants' validity dates, the available balance and whether credit payment is allowed. Do not confuse the number historically granted with the number still usable.\nSessions are missing from a series\nCheck the generation horizon, end date and conflicts reported at creation. A count of skipped conflicts means that some occurrences were not created; check the resources before adding them manually.","sections":[{"id":"planning-collectif#when-should-you-use-group-classes","title":"When should you use group classes?","depth":2,"text":"The Group classes module manages sessions at set times for which several customers can register individually. Each session has an activity, an instructor, a room, a duration, a capacity and optionally a waiting list.\nUse this module for a weekly workshop with twelve places, for example. A standard booking instead protects a time slot for a service; a training course has its own tracking of dates and certificates. These three workflows are not interchangeable.\nIn the menu, open Planning → Group classes. Packs are available under Planning → Packs and credits. Your organisation must have the module and your account must have the necessary permissions. The public Réservéo portal is a separate area, when configured for your organisation.","markdown":"The **Group classes** module manages sessions at set times for which several customers can register individually. Each session has an activity, an instructor, a room, a duration, a capacity and optionally a waiting list.\n\nUse this module for a weekly workshop with twelve places, for example. A standard booking instead protects a time slot for a service; a training course has its own tracking of dates and certificates. These three workflows are not interchangeable.\n\nIn the menu, open **Planning → Group classes**. Packs are available under **Planning → Packs and credits**. Your organisation must have the module and your account must have the necessary permissions. The public Réservéo portal is a separate area, when configured for your organisation.","anchor":"when-should-you-use-group-classes","url":"https://app.bookelio.app/docs/en/group-scheduling#when-should-you-use-group-classes"},{"id":"planning-collectif#preparing-a-group-activity","title":"Preparing a group activity","depth":2,"text":"First prepare the service, rooms and members who can deliver the activity.\nOpen Group classes and find the activity to configure.\nClick Configure.\nEnable its availability for group classes.\nEnter the default capacity and choose whether to allow a waiting list.\nComplete optional information, such as estimated calories if relevant to your use.\nSave, then open the calendar.\nAn existing activity is not necessarily enabled for group classes. The activity must also be linked to the selected room and instructor; a room merely existing in the organisation is not enough.","markdown":"1. First prepare the service, rooms and members who can deliver the activity.\n2. Open **Group classes** and find the activity to configure.\n3. Click **Configure**.\n4. Enable its availability for group classes.\n5. Enter the default capacity and choose whether to allow a waiting list.\n6. Complete optional information, such as estimated calories if relevant to your use.\n7. Save, then open the calendar.\n\nAn existing activity is not necessarily enabled for group classes. The activity must also be linked to the selected room and instructor; a room merely existing in the organisation is not enough.","anchor":"preparing-a-group-activity","url":"https://app.bookelio.app/docs/en/group-scheduling#preparing-a-group-activity"},{"id":"planning-collectif#creating-a-one-off-session","title":"Creating a one-off session","depth":2,"text":"In the calendar, click New session.\nSelect the activity, instructor and room.\nEnter the date, time and duration in minutes.\nCheck the capacity and waiting list settings offered for this session.\nCreate the session and check its position in the calendar.\nBookelio checks for conflicts with other group classes and existing bookings for the room or member. A conflict may therefore come from an individual appointment that is not visible in the group class view alone.\nThe calendar page shows the next eight weeks. The absence of a session beyond this window does not automatically mean it has been deleted.","markdown":"1. In the calendar, click **New session**.\n2. Select the activity, instructor and room.\n3. Enter the date, time and duration in minutes.\n4. Check the capacity and waiting list settings offered for this session.\n5. Create the session and check its position in the calendar.\n\nBookelio checks for conflicts with other group classes and existing bookings for the room or member. A conflict may therefore come from an individual appointment that is not visible in the group class view alone.\n\nThe calendar page shows the next eight weeks. The absence of a session beyond this window does not automatically mean it has been deleted.","anchor":"creating-a-one-off-session","url":"https://app.bookelio.app/docs/en/group-scheduling#creating-a-one-off-session"},{"id":"planning-collectif#scheduling-a-weekly-recurrence","title":"Scheduling a weekly recurrence","depth":2,"text":"The Weekly recurrences section lets you create a series:\nClick New recurrence.\nChoose the activity, instructor and room.\nSet the day, first date, local time and time zone.\nEnter the duration and capacity settings.\nProvide an end date if the series is limited.\nCreate the recurrence and read the generation result.\nCheck the number of sessions created and any conflicts skipped.\nCreation generates twelve weeks by default, subject to the end date. A recurrence without an end date does not mean that every future session already exists indefinitely. Regularly check how far ahead sessions have actually been scheduled.\nThe time zone matters for maintaining a consistent local time, particularly when the clocks change. For an 18:00 class, enter the intended local time and matching time zone rather than manually shifting each session.","markdown":"The **Weekly recurrences** section lets you create a series:\n\n1. Click **New recurrence**.\n2. Choose the activity, instructor and room.\n3. Set the day, first date, local time and time zone.\n4. Enter the duration and capacity settings.\n5. Provide an end date if the series is limited.\n6. Create the recurrence and read the generation result.\n7. Check the number of sessions created and any conflicts skipped.\n\nCreation generates twelve weeks by default, subject to the end date. A recurrence without an end date does not mean that every future session already exists indefinitely. Regularly check how far ahead sessions have actually been scheduled.\n\nThe time zone matters for maintaining a consistent local time, particularly when the clocks change. For an 18:00 class, enter the intended local time and matching time zone rather than manually shifting each session.","anchor":"scheduling-a-weekly-recurrence","url":"https://app.bookelio.app/docs/en/group-scheduling#scheduling-a-weekly-recurrence"},{"id":"planning-collectif#editing-a-single-occurrence","title":"Editing a single occurrence","depth":3,"text":"Open the relevant session for editing to change its settings. A session created from a recurrence can therefore be adjusted individually; this does not rewrite the entire series.\nYou cannot reduce capacity below the number of participants already confirmed. An increase that leaves places available may move customers forward from the waiting list. Check the participants after changing capacity.","markdown":"Open the relevant session for editing to change its settings. A session created from a recurrence can therefore be adjusted individually; this does not rewrite the entire series.\n\nYou cannot reduce capacity below the number of participants already confirmed. An increase that leaves places available may move customers forward from the waiting list. Check the participants after changing capacity.","anchor":"editing-a-single-occurrence","url":"https://app.bookelio.app/docs/en/group-scheduling#editing-a-single-occurrence"},{"id":"planning-collectif#stopping-a-recurrence","title":"Stopping a recurrence","depth":3,"text":"The Deactivate recurrence action offers a separate option: Also cancel already generated future sessions.\nWithout that option, you deactivate the recurrence but keep sessions that have already been created. With the option, the affected future sessions and their registrations are cancelled. Review your choice: stopping a repetition rule and cancelling existing commitments have different consequences.","markdown":"The **Deactivate recurrence** action offers a separate option: **Also cancel already generated future sessions**.\n\nWithout that option, you deactivate the recurrence but keep sessions that have already been created. With the option, the affected future sessions and their registrations are cancelled. Review your choice: stopping a repetition rule and cancelling existing commitments have different consequences.","anchor":"stopping-a-recurrence","url":"https://app.bookelio.app/docs/en/group-scheduling#stopping-a-recurrence"},{"id":"planning-collectif#adding-and-tracking-participants","title":"Adding and tracking participants","depth":2,"text":"Open Participants on a session.\nCheck the number of occupied places and the number of people waiting.\nSelect a customer and click Add.\nCheck the result: Confirmed or Waitlisted.\nIf a place is available, the customer is confirmed. If the session is full and the waiting list is enabled, they join that list. Without a waiting list, a full session refuses a new registration. The same customer should not be added twice to the same session.\nAdministrative addition handles the customer's placement. It does not automatically start the paid Réservéo journey: do not assume that adding a participant in this dialogue has used a credit or collected their fee.","markdown":"1. Open **Participants** on a session.\n2. Check the number of occupied places and the number of people waiting.\n3. Select a customer and click **Add**.\n4. Check the result: **Confirmed** or **Waitlisted**.\n\nIf a place is available, the customer is confirmed. If the session is full and the waiting list is enabled, they join that list. Without a waiting list, a full session refuses a new registration. The same customer should not be added twice to the same session.\n\nAdministrative addition handles the customer's placement. It does not automatically start the paid Réservéo journey: do not assume that adding a participant in this dialogue has used a credit or collected their fee.","anchor":"adding-and-tracking-participants","url":"https://app.bookelio.app/docs/en/group-scheduling#adding-and-tracking-participants"},{"id":"planning-collectif#freeing-a-place","title":"Freeing a place","depth":3,"text":"Use Cancel enrollment, enter the reason and confirm. When a confirmed place becomes available, the first customer on the waiting list may be promoted, according to waiting-list order.\nExample: a ten-place session shows ten confirmed participants and two people waiting. Cancelling one confirmed participant may move the first person waiting into the confirmed list. If payment is required in Réservéo, this promotion does not automatically charge the customer: they must finalise payment in their account.","markdown":"Use **Cancel enrollment**, enter the reason and confirm. When a confirmed place becomes available, the first customer on the waiting list may be promoted, according to waiting-list order.\n\nExample: a ten-place session shows ten confirmed participants and two people waiting. Cancelling one confirmed participant may move the first person waiting into the confirmed list. If payment is required in Réservéo, this promotion does not automatically charge the customer: they must finalise payment in their account.","anchor":"freeing-a-place","url":"https://app.bookelio.app/docs/en/group-scheduling#freeing-a-place"},{"id":"planning-collectif#configuring-reserveo-payment","title":"Configuring Réservéo payment","depth":2,"text":"The Réservéo booking payments card lets you enable payment for new registrations and choose the permitted methods:\nCredits: one credit per session, subject to a valid balance.\nOnline payment in euros: payment through the provider configured for the organisation.\nPayment in euros on site: an amount due that the team must collect and reconcile.\nThe price in euros uses the activity's VAT-inclusive price. If payment is not enabled, the journey retains its previous free operation. Changing this setting does not retrospectively charge older registrations.\nThe waiting list does not trigger a debit or charge. A confirmed registration may still show Payment due: place confirmation and payment are separate statuses. Do not mark a payment as received simply because the person appears among the participants.\nThe Réservéo customer journey relies on signing in through an email link and explicit confirmation. Public self-service cancellation is not currently a journey you can promise; your team handles cancellation requests from the dashboard.","markdown":"The **Réservéo booking payments** card lets you enable payment for new registrations and choose the permitted methods:\n\n- **Credits**: one credit per session, subject to a valid balance.\n- **Online payment in euros**: payment through the provider configured for the organisation.\n- **Payment in euros on site**: an amount due that the team must collect and reconcile.\n\nThe price in euros uses the activity's VAT-inclusive price. If payment is not enabled, the journey retains its previous free operation. Changing this setting does not retrospectively charge older registrations.\n\nThe waiting list does not trigger a debit or charge. A confirmed registration may still show **Payment due**: place confirmation and payment are separate statuses. Do not mark a payment as received simply because the person appears among the participants.\n\nThe Réservéo customer journey relies on signing in through an email link and explicit confirmation. Public self-service cancellation is not currently a journey you can promise; your team handles cancellation requests from the dashboard.","anchor":"configuring-reserveo-payment","url":"https://app.bookelio.app/docs/en/group-scheduling#configuring-reserveo-payment"},{"id":"planning-collectif#creating-packs-and-granting-credits","title":"Creating packs and granting credits","depth":2,"text":"In Packs and credits:\nCreate a pack with a name, a quantity of credits and, if needed, a validity period.\nEnter its price when you need it.\nFor online sales in Réservéo, explicitly enable that option on the pack and check the price excluding VAT and the VAT policy.\nSelect a customer in the credits section.\nView their available balance and allocated grants.\nFor an administrative allocation, use Grant credits with a pack or a custom grant and a useful internal note.\nCheck the movement history after the operation.\nAn administrative grant is not proof that a pack has been paid for. For an online purchase, credits are granted after full payment has been confirmed; their validity starts at allocation. Deactivating a pack prevents its future use as an active offering but does not remove credits already granted.","markdown":"In **Packs and credits**:\n\n1. Create a pack with a name, a quantity of credits and, if needed, a validity period.\n2. Enter its price when you need it.\n3. For online sales in Réservéo, explicitly enable that option on the pack and check the price excluding VAT and the VAT policy.\n4. Select a customer in the credits section.\n5. View their available balance and allocated grants.\n6. For an administrative allocation, use **Grant credits** with a pack or a custom grant and a useful internal note.\n7. Check the movement history after the operation.\n\nAn administrative grant is not proof that a pack has been paid for. For an online purchase, credits are granted after full payment has been confirmed; their validity starts at allocation. Deactivating a pack prevents its future use as an active offering but does not remove credits already granted.","anchor":"creating-packs-and-granting-credits","url":"https://app.bookelio.app/docs/en/group-scheduling#creating-packs-and-granting-credits"},{"id":"planning-collectif#cancellations-and-financial-consequences","title":"Cancellations and financial consequences","depth":2,"text":"Administratively cancelling a registration paid with credits returns the credit to the original grant without extending its validity. If that grant has expired, a returned credit is therefore not necessarily available for a new session.\nRefunds in euros are not automatically carried out by this cancellation. They require a separate financial action. An ongoing payment can block cancellation: check its status before trying again.\nPack purchases affect credits that have already been granted. Do not initiate a generic refund assuming that credits will automatically be taken back: have the record and the appropriate procedure checked.","markdown":"Administratively cancelling a registration paid with credits returns the credit to the original grant without extending its validity. If that grant has expired, a returned credit is therefore not necessarily available for a new session.\n\nRefunds in euros are not automatically carried out by this cancellation. They require a separate financial action. An ongoing payment can block cancellation: check its status before trying again.\n\nPack purchases affect credits that have already been granted. Do not initiate a generic refund assuming that credits will automatically be taken back: have the record and the appropriate procedure checked.","anchor":"cancellations-and-financial-consequences","url":"https://app.bookelio.app/docs/en/group-scheduling#cancellations-and-financial-consequences"},{"id":"planning-collectif#quick-troubleshooting","title":"Quick troubleshooting","depth":2,"text":"","markdown":"","anchor":"quick-troubleshooting","url":"https://app.bookelio.app/docs/en/group-scheduling#quick-troubleshooting"},{"id":"planning-collectif#the-activity-is-not-offered","title":"The activity is not offered","depth":3,"text":"Check that it is enabled for group classes and associated with the room and instructor. Also check the account's permissions.","markdown":"Check that it is enabled for group classes and associated with the room and instructor. Also check the account's permissions.","anchor":"the-activity-is-not-offered","url":"https://app.bookelio.app/docs/en/group-scheduling#the-activity-is-not-offered"},{"id":"planning-collectif#the-customer-has-credits-but-cannot-use-them","title":"The customer has credits but cannot use them","depth":3,"text":"Check the organisation, the grants' validity dates, the available balance and whether credit payment is allowed. Do not confuse the number historically granted with the number still usable.","markdown":"Check the organisation, the grants' validity dates, the available balance and whether credit payment is allowed. Do not confuse the number historically granted with the number still usable.","anchor":"the-customer-has-credits-but-cannot-use-them","url":"https://app.bookelio.app/docs/en/group-scheduling#the-customer-has-credits-but-cannot-use-them"},{"id":"planning-collectif#sessions-are-missing-from-a-series","title":"Sessions are missing from a series","depth":3,"text":"Check the generation horizon, end date and conflicts reported at creation. A count of skipped conflicts means that some occurrences were not created; check the resources before adding them manually.","markdown":"Check the generation horizon, end date and conflicts reported at creation. A count of skipped conflicts means that some occurrences were not created; check the resources before adding them manually.","anchor":"sessions-are-missing-from-a-series","url":"https://app.bookelio.app/docs/en/group-scheduling#sessions-are-missing-from-a-series"}]},{"id":"formations","slug":"trainings","locale":"en","title":"Organising training courses and events","description":"Build a catalogue, schedule dates, set capacities and prices, then prepare registrations and communications.","category":"formations","audience":["gestionnaire"],"keywords":["training","event","catalogue","date","session","capacity","category","deposit","waiting list"],"updatedAt":"2026-09-07","url":"https://app.bookelio.app/docs/en/trainings","markdownUrl":"https://app.bookelio.app/docs/en/trainings/markdown","markdown":"## Training, event and date: three distinct concepts\n\nIn Bookelio, a training record describes an offering: title, description, base price, duration, categories and communication settings. The same module lets you choose the **Event** type when the offering is not a training course.\n\nA **date** is a specific edition of that offering, with its own times, location and capacity. Participants register for a date, not just the general course title. An offering can therefore have several dates without you duplicating its entire presentation.\n\nExample: create a record called 'Welcoming new employees', then one date in October and another in November. Each date has its own registration list, capacity and, where appropriate, a specific price.\n\nAccess: **Dashboard → Trainings**. Prepare an appropriate VAT policy and check that your role allows you to create or edit training courses.\n\n## Creating an offering\n\n1. Open **Trainings**, then **Create Training**.\n2. Select the offering type: training or event.\n3. Enter a clear title and a description explaining the content, intended audience and practical information.\n4. If needed, complete the public presentation details: image, subtitle, URL identifier and featured status.\n5. Enter the base price and VAT policy.\n6. Specify the duration in days and/or hours where relevant.\n7. Optionally choose categories and a pricing group.\n8. Configure instalment payments if you want to offer a first instalment.\n9. Save, then open the offering's details to create its first date.\n\nPublic information may be used by a website connected to Bookelio. Its presence in the record alone does not guarantee that every integration displays it in the same way. Also check the website your customers actually use.\n\nThe **Protected service (admin approval before payment)** option is for offerings that require the application to be reviewed before payment. It indicates that registration requests are created without immediately redirecting to payment. Before enabling it, check that your team and the connected website support following up those requests; do not present a request awaiting approval as a payment confirmation.\n\n### Categories and pricing groups\n\n**Categories**, labelled **Activity types** in the interface, organise the catalogue by topic. They can be structured into categories and subcategories using the category management tool.\n\n**Pricing groups** apply discount rules. They must not be confused with content categories. Two courses in the same category do not automatically receive the same discounts if they are not linked to the expected pricing group.\n\nRead [Pricing and discounts](/docs/en/pricing-and-discounts) before setting up a loyalty or early-registration policy.\n\n### Teaching duration and calendar period\n\nThe duration entered in days or hours is information used for certificates and certain discounts in particular. The end date describes the session's actual calendar period. These details serve different purposes: a course spanning two calendar dates does not automatically count as two teaching days for a discount.\n\nEnter the relevant duration explicitly and check it before producing certificates. A missing duration contributes zero to a rule based on days or hours.\n\n## Adding a date\n\n1. Open the training course's details.\n2. Under **Dates**, choose **Add Date**.\n3. Enter the start and, if needed, the end.\n4. Set the maximum number of participants.\n5. Enter the location or useful practical directions.\n6. Optionally enable the waiting list.\n7. Leave override fields empty to retain the general values, or enter values specific to this date.\n8. Optionally select a published form linked to this session.\n9. Save and check the date summary.\n\nA date can override the course's price, VAT policy, duration and first instalment. For example, an intensive edition may have a different price and duration while remaining in the same catalogue. The summary shows the specific values and those inherited by default.\n\nDo not replace a price with zero to mean 'use the usual price'. An empty override field means inheritance; zero is a specific amount.\n\n## Capacity and waiting list\n\nThe dates table shows places and, where applicable, the number of people waiting. The maximum number applies to confirmed registrations. A person on the waiting list must not be treated as having a confirmed place.\n\nCapacity is checked again at registration. Two managers may see the same number of available places, but a booking created in the meantime may change the situation when they confirm.\n\nTo register several participants together, there must be room for the whole group; Bookelio may place the group on the waiting list if capacity is insufficient and that option is enabled. Promoting a waiting group also requires enough places for everyone concerned. See the process in [Registrations and certificates](/docs/en/registrations-and-certificates).\n\n## Preparing instalments\n\nInstalment payments are configured at training level, with a first instalment excluding VAT. A date can override that amount. When several participants register, the amount configured per participant is taken into account for the group.\n\nThe date also offers a **Full-payment request date** for requesting the balance. This setting allows a request to be sent for unpaid balances, provided the course has not started. It does not mean that a payment will be collected automatically on that date.\n\nCheck the dates and email configuration before relying on these messages. Use [payment tracking](/docs/en/payments) for amounts already collected and requests already created.\n\n## Preparing messages for participants\n\nEmail customisation tools let you prepare the course's messages and, if necessary, adapt them for a specific date. A date-specific customisation may override the corresponding general template.\n\nBefore sending, check the title, times, location, recipient and any message variables. Changing a location in the record should not be treated as an automatic notification already received by participants: use the provided sending tool when you need to inform them.\n\nCertificate emails are part of a separate process: attendance must first be recorded. Generating and sending a certificate are explained in the registrations guide.\n\n## Finding, editing and deleting\n\nThe catalogue can be sorted by title, next date or price. Sort by next date to prepare upcoming sessions, and open each offering's details to view its dates.\n\nAfter an edit, pay particular attention to date-level overrides: changing the general price does not replace a specific price already entered for an edition.\n\nDeleting a date is a destructive action; the confirmation explains that its registrations will also be deleted. Do not use this action merely to indicate a cancellation or as a refund. Before deleting an existing date, review the registrations, payments and communications required. Financial operations and informing participants still need to be handled explicitly.\n\n## Checks before opening registrations\n\n- The title and offering type are correct.\n- The date, times, location and capacity match the planned edition.\n- Date-level amount overrides are intentional.\n- Durations are completed if used for certificates or discounts.\n- The linked form is published and not archived.\n- Instalment terms and messages have been reviewed.\n\nIf an offering seems absent from the public website even though it exists in Bookelio, distinguish the dashboard catalogue from the connected website's presentation rules. Check the date and public information, then have the integration checked if necessary.","text":"Training, event and date: three distinct concepts\nIn Bookelio, a training record describes an offering: title, description, base price, duration, categories and communication settings. The same module lets you choose the Event type when the offering is not a training course.\nA date is a specific edition of that offering, with its own times, location and capacity. Participants register for a date, not just the general course title. An offering can therefore have several dates without you duplicating its entire presentation.\nExample: create a record called 'Welcoming new employees', then one date in October and another in November. Each date has its own registration list, capacity and, where appropriate, a specific price.\nAccess: Dashboard → Trainings. Prepare an appropriate VAT policy and check that your role allows you to create or edit training courses.\nCreating an offering\nOpen Trainings, then Create Training.\nSelect the offering type: training or event.\nEnter a clear title and a description explaining the content, intended audience and practical information.\nIf needed, complete the public presentation details: image, subtitle, URL identifier and featured status.\nEnter the base price and VAT policy.\nSpecify the duration in days and/or hours where relevant.\nOptionally choose categories and a pricing group.\nConfigure instalment payments if you want to offer a first instalment.\nSave, then open the offering's details to create its first date.\nPublic information may be used by a website connected to Bookelio. Its presence in the record alone does not guarantee that every integration displays it in the same way. Also check the website your customers actually use.\nThe Protected service (admin approval before payment) option is for offerings that require the application to be reviewed before payment. It indicates that registration requests are created without immediately redirecting to payment. Before enabling it, check that your team and the connected website support following up those requests; do not present a request awaiting approval as a payment confirmation.\nCategories and pricing groups\nCategories, labelled Activity types in the interface, organise the catalogue by topic. They can be structured into categories and subcategories using the category management tool.\nPricing groups apply discount rules. They must not be confused with content categories. Two courses in the same category do not automatically receive the same discounts if they are not linked to the expected pricing group.\nRead Pricing and discounts before setting up a loyalty or early-registration policy.\nTeaching duration and calendar period\nThe duration entered in days or hours is information used for certificates and certain discounts in particular. The end date describes the session's actual calendar period. These details serve different purposes: a course spanning two calendar dates does not automatically count as two teaching days for a discount.\nEnter the relevant duration explicitly and check it before producing certificates. A missing duration contributes zero to a rule based on days or hours.\nAdding a date\nOpen the training course's details.\nUnder Dates, choose Add Date.\nEnter the start and, if needed, the end.\nSet the maximum number of participants.\nEnter the location or useful practical directions.\nOptionally enable the waiting list.\nLeave override fields empty to retain the general values, or enter values specific to this date.\nOptionally select a published form linked to this session.\nSave and check the date summary.\nA date can override the course's price, VAT policy, duration and first instalment. For example, an intensive edition may have a different price and duration while remaining in the same catalogue. The summary shows the specific values and those inherited by default.\nDo not replace a price with zero to mean 'use the usual price'. An empty override field means inheritance; zero is a specific amount.\nCapacity and waiting list\nThe dates table shows places and, where applicable, the number of people waiting. The maximum number applies to confirmed registrations. A person on the waiting list must not be treated as having a confirmed place.\nCapacity is checked again at registration. Two managers may see the same number of available places, but a booking created in the meantime may change the situation when they confirm.\nTo register several participants together, there must be room for the whole group; Bookelio may place the group on the waiting list if capacity is insufficient and that option is enabled. Promoting a waiting group also requires enough places for everyone concerned. See the process in Registrations and certificates.\nPreparing instalments\nInstalment payments are configured at training level, with a first instalment excluding VAT. A date can override that amount. When several participants register, the amount configured per participant is taken into account for the group.\nThe date also offers a Full-payment request date for requesting the balance. This setting allows a request to be sent for unpaid balances, provided the course has not started. It does not mean that a payment will be collected automatically on that date.\nCheck the dates and email configuration before relying on these messages. Use payment tracking for amounts already collected and requests already created.\nPreparing messages for participants\nEmail customisation tools let you prepare the course's messages and, if necessary, adapt them for a specific date. A date-specific customisation may override the corresponding general template.\nBefore sending, check the title, times, location, recipient and any message variables. Changing a location in the record should not be treated as an automatic notification already received by participants: use the provided sending tool when you need to inform them.\nCertificate emails are part of a separate process: attendance must first be recorded. Generating and sending a certificate are explained in the registrations guide.\nFinding, editing and deleting\nThe catalogue can be sorted by title, next date or price. Sort by next date to prepare upcoming sessions, and open each offering's details to view its dates.\nAfter an edit, pay particular attention to date-level overrides: changing the general price does not replace a specific price already entered for an edition.\nDeleting a date is a destructive action; the confirmation explains that its registrations will also be deleted. Do not use this action merely to indicate a cancellation or as a refund. Before deleting an existing date, review the registrations, payments and communications required. Financial operations and informing participants still need to be handled explicitly.\nChecks before opening registrations\nThe title and offering type are correct.\nThe date, times, location and capacity match the planned edition.\nDate-level amount overrides are intentional.\nDurations are completed if used for certificates or discounts.\nThe linked form is published and not archived.\nInstalment terms and messages have been reviewed.\nIf an offering seems absent from the public website even though it exists in Bookelio, distinguish the dashboard catalogue from the connected website's presentation rules. Check the date and public information, then have the integration checked if necessary.","sections":[{"id":"formations#training-event-and-date-three-distinct-concepts","title":"Training, event and date: three distinct concepts","depth":2,"text":"In Bookelio, a training record describes an offering: title, description, base price, duration, categories and communication settings. The same module lets you choose the Event type when the offering is not a training course.\nA date is a specific edition of that offering, with its own times, location and capacity. Participants register for a date, not just the general course title. An offering can therefore have several dates without you duplicating its entire presentation.\nExample: create a record called 'Welcoming new employees', then one date in October and another in November. Each date has its own registration list, capacity and, where appropriate, a specific price.\nAccess: Dashboard → Trainings. Prepare an appropriate VAT policy and check that your role allows you to create or edit training courses.","markdown":"In Bookelio, a training record describes an offering: title, description, base price, duration, categories and communication settings. The same module lets you choose the **Event** type when the offering is not a training course.\n\nA **date** is a specific edition of that offering, with its own times, location and capacity. Participants register for a date, not just the general course title. An offering can therefore have several dates without you duplicating its entire presentation.\n\nExample: create a record called 'Welcoming new employees', then one date in October and another in November. Each date has its own registration list, capacity and, where appropriate, a specific price.\n\nAccess: **Dashboard → Trainings**. Prepare an appropriate VAT policy and check that your role allows you to create or edit training courses.","anchor":"training-event-and-date-three-distinct-concepts","url":"https://app.bookelio.app/docs/en/trainings#training-event-and-date-three-distinct-concepts"},{"id":"formations#creating-an-offering","title":"Creating an offering","depth":2,"text":"Open Trainings, then Create Training.\nSelect the offering type: training or event.\nEnter a clear title and a description explaining the content, intended audience and practical information.\nIf needed, complete the public presentation details: image, subtitle, URL identifier and featured status.\nEnter the base price and VAT policy.\nSpecify the duration in days and/or hours where relevant.\nOptionally choose categories and a pricing group.\nConfigure instalment payments if you want to offer a first instalment.\nSave, then open the offering's details to create its first date.\nPublic information may be used by a website connected to Bookelio. Its presence in the record alone does not guarantee that every integration displays it in the same way. Also check the website your customers actually use.\nThe Protected service (admin approval before payment) option is for offerings that require the application to be reviewed before payment. It indicates that registration requests are created without immediately redirecting to payment. Before enabling it, check that your team and the connected website support following up those requests; do not present a request awaiting approval as a payment confirmation.","markdown":"1. Open **Trainings**, then **Create Training**.\n2. Select the offering type: training or event.\n3. Enter a clear title and a description explaining the content, intended audience and practical information.\n4. If needed, complete the public presentation details: image, subtitle, URL identifier and featured status.\n5. Enter the base price and VAT policy.\n6. Specify the duration in days and/or hours where relevant.\n7. Optionally choose categories and a pricing group.\n8. Configure instalment payments if you want to offer a first instalment.\n9. Save, then open the offering's details to create its first date.\n\nPublic information may be used by a website connected to Bookelio. Its presence in the record alone does not guarantee that every integration displays it in the same way. Also check the website your customers actually use.\n\nThe **Protected service (admin approval before payment)** option is for offerings that require the application to be reviewed before payment. It indicates that registration requests are created without immediately redirecting to payment. Before enabling it, check that your team and the connected website support following up those requests; do not present a request awaiting approval as a payment confirmation.","anchor":"creating-an-offering","url":"https://app.bookelio.app/docs/en/trainings#creating-an-offering"},{"id":"formations#categories-and-pricing-groups","title":"Categories and pricing groups","depth":3,"text":"Categories, labelled Activity types in the interface, organise the catalogue by topic. They can be structured into categories and subcategories using the category management tool.\nPricing groups apply discount rules. They must not be confused with content categories. Two courses in the same category do not automatically receive the same discounts if they are not linked to the expected pricing group.\nRead Pricing and discounts before setting up a loyalty or early-registration policy.","markdown":"**Categories**, labelled **Activity types** in the interface, organise the catalogue by topic. They can be structured into categories and subcategories using the category management tool.\n\n**Pricing groups** apply discount rules. They must not be confused with content categories. Two courses in the same category do not automatically receive the same discounts if they are not linked to the expected pricing group.\n\nRead [Pricing and discounts](/docs/en/pricing-and-discounts) before setting up a loyalty or early-registration policy.","anchor":"categories-and-pricing-groups","url":"https://app.bookelio.app/docs/en/trainings#categories-and-pricing-groups"},{"id":"formations#teaching-duration-and-calendar-period","title":"Teaching duration and calendar period","depth":3,"text":"The duration entered in days or hours is information used for certificates and certain discounts in particular. The end date describes the session's actual calendar period. These details serve different purposes: a course spanning two calendar dates does not automatically count as two teaching days for a discount.\nEnter the relevant duration explicitly and check it before producing certificates. A missing duration contributes zero to a rule based on days or hours.","markdown":"The duration entered in days or hours is information used for certificates and certain discounts in particular. The end date describes the session's actual calendar period. These details serve different purposes: a course spanning two calendar dates does not automatically count as two teaching days for a discount.\n\nEnter the relevant duration explicitly and check it before producing certificates. A missing duration contributes zero to a rule based on days or hours.","anchor":"teaching-duration-and-calendar-period","url":"https://app.bookelio.app/docs/en/trainings#teaching-duration-and-calendar-period"},{"id":"formations#adding-a-date","title":"Adding a date","depth":2,"text":"Open the training course's details.\nUnder Dates, choose Add Date.\nEnter the start and, if needed, the end.\nSet the maximum number of participants.\nEnter the location or useful practical directions.\nOptionally enable the waiting list.\nLeave override fields empty to retain the general values, or enter values specific to this date.\nOptionally select a published form linked to this session.\nSave and check the date summary.\nA date can override the course's price, VAT policy, duration and first instalment. For example, an intensive edition may have a different price and duration while remaining in the same catalogue. The summary shows the specific values and those inherited by default.\nDo not replace a price with zero to mean 'use the usual price'. An empty override field means inheritance; zero is a specific amount.","markdown":"1. Open the training course's details.\n2. Under **Dates**, choose **Add Date**.\n3. Enter the start and, if needed, the end.\n4. Set the maximum number of participants.\n5. Enter the location or useful practical directions.\n6. Optionally enable the waiting list.\n7. Leave override fields empty to retain the general values, or enter values specific to this date.\n8. Optionally select a published form linked to this session.\n9. Save and check the date summary.\n\nA date can override the course's price, VAT policy, duration and first instalment. For example, an intensive edition may have a different price and duration while remaining in the same catalogue. The summary shows the specific values and those inherited by default.\n\nDo not replace a price with zero to mean 'use the usual price'. An empty override field means inheritance; zero is a specific amount.","anchor":"adding-a-date","url":"https://app.bookelio.app/docs/en/trainings#adding-a-date"},{"id":"formations#capacity-and-waiting-list","title":"Capacity and waiting list","depth":2,"text":"The dates table shows places and, where applicable, the number of people waiting. The maximum number applies to confirmed registrations. A person on the waiting list must not be treated as having a confirmed place.\nCapacity is checked again at registration. Two managers may see the same number of available places, but a booking created in the meantime may change the situation when they confirm.\nTo register several participants together, there must be room for the whole group; Bookelio may place the group on the waiting list if capacity is insufficient and that option is enabled. Promoting a waiting group also requires enough places for everyone concerned. See the process in Registrations and certificates.","markdown":"The dates table shows places and, where applicable, the number of people waiting. The maximum number applies to confirmed registrations. A person on the waiting list must not be treated as having a confirmed place.\n\nCapacity is checked again at registration. Two managers may see the same number of available places, but a booking created in the meantime may change the situation when they confirm.\n\nTo register several participants together, there must be room for the whole group; Bookelio may place the group on the waiting list if capacity is insufficient and that option is enabled. Promoting a waiting group also requires enough places for everyone concerned. See the process in [Registrations and certificates](/docs/en/registrations-and-certificates).","anchor":"capacity-and-waiting-list","url":"https://app.bookelio.app/docs/en/trainings#capacity-and-waiting-list"},{"id":"formations#preparing-instalments","title":"Preparing instalments","depth":2,"text":"Instalment payments are configured at training level, with a first instalment excluding VAT. A date can override that amount. When several participants register, the amount configured per participant is taken into account for the group.\nThe date also offers a Full-payment request date for requesting the balance. This setting allows a request to be sent for unpaid balances, provided the course has not started. It does not mean that a payment will be collected automatically on that date.\nCheck the dates and email configuration before relying on these messages. Use payment tracking for amounts already collected and requests already created.","markdown":"Instalment payments are configured at training level, with a first instalment excluding VAT. A date can override that amount. When several participants register, the amount configured per participant is taken into account for the group.\n\nThe date also offers a **Full-payment request date** for requesting the balance. This setting allows a request to be sent for unpaid balances, provided the course has not started. It does not mean that a payment will be collected automatically on that date.\n\nCheck the dates and email configuration before relying on these messages. Use [payment tracking](/docs/en/payments) for amounts already collected and requests already created.","anchor":"preparing-instalments","url":"https://app.bookelio.app/docs/en/trainings#preparing-instalments"},{"id":"formations#preparing-messages-for-participants","title":"Preparing messages for participants","depth":2,"text":"Email customisation tools let you prepare the course's messages and, if necessary, adapt them for a specific date. A date-specific customisation may override the corresponding general template.\nBefore sending, check the title, times, location, recipient and any message variables. Changing a location in the record should not be treated as an automatic notification already received by participants: use the provided sending tool when you need to inform them.\nCertificate emails are part of a separate process: attendance must first be recorded. Generating and sending a certificate are explained in the registrations guide.","markdown":"Email customisation tools let you prepare the course's messages and, if necessary, adapt them for a specific date. A date-specific customisation may override the corresponding general template.\n\nBefore sending, check the title, times, location, recipient and any message variables. Changing a location in the record should not be treated as an automatic notification already received by participants: use the provided sending tool when you need to inform them.\n\nCertificate emails are part of a separate process: attendance must first be recorded. Generating and sending a certificate are explained in the registrations guide.","anchor":"preparing-messages-for-participants","url":"https://app.bookelio.app/docs/en/trainings#preparing-messages-for-participants"},{"id":"formations#finding-editing-and-deleting","title":"Finding, editing and deleting","depth":2,"text":"The catalogue can be sorted by title, next date or price. Sort by next date to prepare upcoming sessions, and open each offering's details to view its dates.\nAfter an edit, pay particular attention to date-level overrides: changing the general price does not replace a specific price already entered for an edition.\nDeleting a date is a destructive action; the confirmation explains that its registrations will also be deleted. Do not use this action merely to indicate a cancellation or as a refund. Before deleting an existing date, review the registrations, payments and communications required. Financial operations and informing participants still need to be handled explicitly.","markdown":"The catalogue can be sorted by title, next date or price. Sort by next date to prepare upcoming sessions, and open each offering's details to view its dates.\n\nAfter an edit, pay particular attention to date-level overrides: changing the general price does not replace a specific price already entered for an edition.\n\nDeleting a date is a destructive action; the confirmation explains that its registrations will also be deleted. Do not use this action merely to indicate a cancellation or as a refund. Before deleting an existing date, review the registrations, payments and communications required. Financial operations and informing participants still need to be handled explicitly.","anchor":"finding-editing-and-deleting","url":"https://app.bookelio.app/docs/en/trainings#finding-editing-and-deleting"},{"id":"formations#checks-before-opening-registrations","title":"Checks before opening registrations","depth":2,"text":"The title and offering type are correct.\nThe date, times, location and capacity match the planned edition.\nDate-level amount overrides are intentional.\nDurations are completed if used for certificates or discounts.\nThe linked form is published and not archived.\nInstalment terms and messages have been reviewed.\nIf an offering seems absent from the public website even though it exists in Bookelio, distinguish the dashboard catalogue from the connected website's presentation rules. Check the date and public information, then have the integration checked if necessary.","markdown":"- The title and offering type are correct.\n- The date, times, location and capacity match the planned edition.\n- Date-level amount overrides are intentional.\n- Durations are completed if used for certificates or discounts.\n- The linked form is published and not archived.\n- Instalment terms and messages have been reviewed.\n\nIf an offering seems absent from the public website even though it exists in Bookelio, distinguish the dashboard catalogue from the connected website's presentation rules. Check the date and public information, then have the integration checked if necessary.","anchor":"checks-before-opening-registrations","url":"https://app.bookelio.app/docs/en/trainings#checks-before-opening-registrations"}]},{"id":"inscriptions-et-attestations","slug":"registrations-and-certificates","locale":"en","title":"Tracking registrations, attendance and certificates","description":"Register one or more participants, manage waiting lists and payments, export information and issue certificates.","category":"formations","audience":["gestionnaire"],"keywords":["registration","participant","attendance","certificate","waiting list","export","CSV","instalment"],"updatedAt":"2026-09-07","url":"https://app.bookelio.app/docs/en/registrations-and-certificates","markdownUrl":"https://app.bookelio.app/docs/en/registrations-and-certificates/markdown","markdown":"## Opening a date's registration list\n\nAccess: **Dashboard → Trainings → Training details → Registrations for the date**. Check the title and date before making changes: participants in two editions of the same course are managed separately.\n\nThe list distinguishes the participant, billing customer, registration date, placement status, attendance, certificate and payment requests. These details are not interchangeable: a participant may be confirmed without having completed payment, and a recorded payment does not prove attendance.\n\nPrepare the [customer record](/docs/en/customers), participants' names and their contact details. Creating registrations, recording attendance, promoting, sending and deleting may require different permissions.\n\n## Registering one or more people\n\n1. Open the action to add a registration for the chosen date.\n2. Select the billing customer. They may differ from the participants.\n3. Enter each participant's name; add their email address, telephone number, role and remarks where useful.\n4. Use **Add another participant** for a group registration.\n5. Check the price breakdown: unit price, any discount, amount excluding VAT, VAT and total including all taxes.\n6. If a manual adjustment is needed, check the amount excluding VAT actually being requested for the entire group.\n7. Optionally enter a first instalment and check how it is handled.\n8. Choose whether to send a confirmation email.\n9. Confirm, then check the rows created and their associated payment requests.\n\nA group registration creates one row per participant and a shared set of payment requests for the billing customer. If three employees share a request, do not multiply its amount by three when reading the list: the links on all three rows may point to the same request.\n\nThe suggested price is calculated for the selected number of participants and customer. Changing the customer or the group's composition may change the result. Read the [discounts guide](/docs/en/pricing-and-discounts) to understand the conditions applied.\n\n### First instalment: planned or already received\n\nThe first instalment entered during manual registration is an amount including VAT for that registration. It must be positive and lower than the total including VAT. Do not confuse it with the first instalment excluding VAT configured per participant in the training record.\n\nThe checkbox to create the first-instalment payment records money already received. It does not initiate a bank debit. Tick it only if you have actually received the amount and want to record it in Bookelio. For a waitlisted registration, this immediate payment recording is not performed.\n\nWhen a course offers instalment payments, the first instalment and balance may appear as two requests. Check the remaining total across both, not just the first request.\n\n## Understanding the statuses\n\n| Information | What it means | What it does not guarantee |\n| --- | --- | --- |\n| Confirmed | The participant has a place within the date's capacity. | That everything is paid or the person attended. |\n| Waitlisted | The place is not confirmed. | Automatic promotion as soon as a place becomes available. |\n| Paid | Recorded amounts cover the amount requested. | That an invoice or certificate has been sent. |\n| Awaiting payment | An amount remains to be paid or a payment is in progress. | That the participant is on the waiting list. |\n| Present | A manager has recorded attendance. | That a certificate has already been generated or sent. |\n| Certificate available | A certificate file has been produced. | That the recipient has received it by email. |\n\nOpen the linked requests to investigate a failed or partial payment. The summary status does not replace the detailed history of money received.\n\n## Managing the waiting list\n\nWhen the waiting list is enabled and available places are insufficient, the group can be registered on the waiting list. An administrative training registration can still create payment requests: do not assume that 'waitlisted' means 'no financial documents'.\n\n1. Check the number of available places for the date.\n2. Find the waitlisted registration and use **Promote**.\n3. Wait for confirmation, then check the resulting status.\n4. Check payment requests and inform the people concerned if necessary.\n\nParticipants sharing a payment request may be promoted together. Bookelio checks again that enough places remain for the full group. A promotion refused because there are not enough places is not a payment problem.\n\nAttendance cannot be recorded for a waitlisted registration. Confirm the place first when the situation allows it.\n\n## Recording attendance\n\nAfter checking actual participation, use the row's attendance control. Recording attendance also saves the time when you marked it. That entry time should not be interpreted as a physical check-in time if you enter attendance after the session.\n\nAttendance can be unticked if it was recorded by mistake. However, a certificate that has already been downloaded or sent is not retrieved from the recipient's inbox. If an incorrect certificate has been distributed, explicitly handle the correction with the person concerned.\n\n## Generating and sending a certificate\n\nBefore generating a certificate, check the participant's identity, title, dates, location, duration and organisation details. The date-specific duration is used when available; otherwise Bookelio uses the course duration. The logo, signatory and signature depend on the [organisation settings](/docs/en/settings).\n\n1. Mark the participant as present.\n2. Choose **Generate certificate**.\n3. Open the available certificate and check its contents.\n4. Use the send action when you want to deliver it by email.\n\nSending requires recorded attendance and a recipient address. The participant's email address takes priority; if absent, the billing customer's address is used. Check that fallback, especially when several employees are billed to a business.\n\nThe send action can generate the certificate if it does not yet exist. If it already exists, it reuses the saved file. Consequently, changing a duration, course name or visual settings does not automatically reissue an old PDF: generate the certificate again before resending it if its content needs updating.\n\n## Exporting participants\n\nThe export tool lets you download a CSV file, choosing the useful columns: identity, contact details, attendance, payments, training information, addresses or answers to available forms.\n\n1. Open the export from the participant list.\n2. Select only the columns needed for your purpose.\n3. Choose whether the home or billing address takes priority in the combined address columns.\n4. Download and check the file before sharing it.\n\nAn export may contain personal data. Do not share remarks, contact details or form answers with a recipient who does not need them. An export is not an automatic message to participants.\n\n## Deletion and common difficulties\n\nDeleting removes the registration. It must not be used as an equivalent to a refund: review linked requests and payments separately, particularly when several participants share them.\n\nIf a certificate cannot be sent, check attendance, the recipient, PDF generation and email configuration, in that order. If generation fails, also have document storage and certificate settings checked.\n\nIf the paid status seems inconsistent, open all linked requests. A paid first instalment and an unpaid balance still leave a registration whose financial settlement needs to be reconciled.","text":"Opening a date's registration list\nAccess: Dashboard → Trainings → Training details → Registrations for the date. Check the title and date before making changes: participants in two editions of the same course are managed separately.\nThe list distinguishes the participant, billing customer, registration date, placement status, attendance, certificate and payment requests. These details are not interchangeable: a participant may be confirmed without having completed payment, and a recorded payment does not prove attendance.\nPrepare the customer record, participants' names and their contact details. Creating registrations, recording attendance, promoting, sending and deleting may require different permissions.\nRegistering one or more people\nOpen the action to add a registration for the chosen date.\nSelect the billing customer. They may differ from the participants.\nEnter each participant's name; add their email address, telephone number, role and remarks where useful.\nUse Add another participant for a group registration.\nCheck the price breakdown: unit price, any discount, amount excluding VAT, VAT and total including all taxes.\nIf a manual adjustment is needed, check the amount excluding VAT actually being requested for the entire group.\nOptionally enter a first instalment and check how it is handled.\nChoose whether to send a confirmation email.\nConfirm, then check the rows created and their associated payment requests.\nA group registration creates one row per participant and a shared set of payment requests for the billing customer. If three employees share a request, do not multiply its amount by three when reading the list: the links on all three rows may point to the same request.\nThe suggested price is calculated for the selected number of participants and customer. Changing the customer or the group's composition may change the result. Read the discounts guide to understand the conditions applied.\nFirst instalment: planned or already received\nThe first instalment entered during manual registration is an amount including VAT for that registration. It must be positive and lower than the total including VAT. Do not confuse it with the first instalment excluding VAT configured per participant in the training record.\nThe checkbox to create the first-instalment payment records money already received. It does not initiate a bank debit. Tick it only if you have actually received the amount and want to record it in Bookelio. For a waitlisted registration, this immediate payment recording is not performed.\nWhen a course offers instalment payments, the first instalment and balance may appear as two requests. Check the remaining total across both, not just the first request.\nUnderstanding the statuses\nInformation\nWhat it means\nWhat it does not guarantee\nConfirmed\nThe participant has a place within the date's capacity.\nThat everything is paid or the person attended.\nWaitlisted\nThe place is not confirmed.\nAutomatic promotion as soon as a place becomes available.\nPaid\nRecorded amounts cover the amount requested.\nThat an invoice or certificate has been sent.\nAwaiting payment\nAn amount remains to be paid or a payment is in progress.\nThat the participant is on the waiting list.\nPresent\nA manager has recorded attendance.\nThat a certificate has already been generated or sent.\nCertificate available\nA certificate file has been produced.\nThat the recipient has received it by email.\nOpen the linked requests to investigate a failed or partial payment. The summary status does not replace the detailed history of money received.\nManaging the waiting list\nWhen the waiting list is enabled and available places are insufficient, the group can be registered on the waiting list. An administrative training registration can still create payment requests: do not assume that 'waitlisted' means 'no financial documents'.\nCheck the number of available places for the date.\nFind the waitlisted registration and use Promote.\nWait for confirmation, then check the resulting status.\nCheck payment requests and inform the people concerned if necessary.\nParticipants sharing a payment request may be promoted together. Bookelio checks again that enough places remain for the full group. A promotion refused because there are not enough places is not a payment problem.\nAttendance cannot be recorded for a waitlisted registration. Confirm the place first when the situation allows it.\nRecording attendance\nAfter checking actual participation, use the row's attendance control. Recording attendance also saves the time when you marked it. That entry time should not be interpreted as a physical check-in time if you enter attendance after the session.\nAttendance can be unticked if it was recorded by mistake. However, a certificate that has already been downloaded or sent is not retrieved from the recipient's inbox. If an incorrect certificate has been distributed, explicitly handle the correction with the person concerned.\nGenerating and sending a certificate\nBefore generating a certificate, check the participant's identity, title, dates, location, duration and organisation details. The date-specific duration is used when available; otherwise Bookelio uses the course duration. The logo, signatory and signature depend on the organisation settings.\nMark the participant as present.\nChoose Generate certificate.\nOpen the available certificate and check its contents.\nUse the send action when you want to deliver it by email.\nSending requires recorded attendance and a recipient address. The participant's email address takes priority; if absent, the billing customer's address is used. Check that fallback, especially when several employees are billed to a business.\nThe send action can generate the certificate if it does not yet exist. If it already exists, it reuses the saved file. Consequently, changing a duration, course name or visual settings does not automatically reissue an old PDF: generate the certificate again before resending it if its content needs updating.\nExporting participants\nThe export tool lets you download a CSV file, choosing the useful columns: identity, contact details, attendance, payments, training information, addresses or answers to available forms.\nOpen the export from the participant list.\nSelect only the columns needed for your purpose.\nChoose whether the home or billing address takes priority in the combined address columns.\nDownload and check the file before sharing it.\nAn export may contain personal data. Do not share remarks, contact details or form answers with a recipient who does not need them. An export is not an automatic message to participants.\nDeletion and common difficulties\nDeleting removes the registration. It must not be used as an equivalent to a refund: review linked requests and payments separately, particularly when several participants share them.\nIf a certificate cannot be sent, check attendance, the recipient, PDF generation and email configuration, in that order. If generation fails, also have document storage and certificate settings checked.\nIf the paid status seems inconsistent, open all linked requests. A paid first instalment and an unpaid balance still leave a registration whose financial settlement needs to be reconciled.","sections":[{"id":"inscriptions-et-attestations#opening-a-date-s-registration-list","title":"Opening a date's registration list","depth":2,"text":"Access: Dashboard → Trainings → Training details → Registrations for the date. Check the title and date before making changes: participants in two editions of the same course are managed separately.\nThe list distinguishes the participant, billing customer, registration date, placement status, attendance, certificate and payment requests. These details are not interchangeable: a participant may be confirmed without having completed payment, and a recorded payment does not prove attendance.\nPrepare the customer record, participants' names and their contact details. Creating registrations, recording attendance, promoting, sending and deleting may require different permissions.","markdown":"Access: **Dashboard → Trainings → Training details → Registrations for the date**. Check the title and date before making changes: participants in two editions of the same course are managed separately.\n\nThe list distinguishes the participant, billing customer, registration date, placement status, attendance, certificate and payment requests. These details are not interchangeable: a participant may be confirmed without having completed payment, and a recorded payment does not prove attendance.\n\nPrepare the [customer record](/docs/en/customers), participants' names and their contact details. Creating registrations, recording attendance, promoting, sending and deleting may require different permissions.","anchor":"opening-a-date-s-registration-list","url":"https://app.bookelio.app/docs/en/registrations-and-certificates#opening-a-date-s-registration-list"},{"id":"inscriptions-et-attestations#registering-one-or-more-people","title":"Registering one or more people","depth":2,"text":"Open the action to add a registration for the chosen date.\nSelect the billing customer. They may differ from the participants.\nEnter each participant's name; add their email address, telephone number, role and remarks where useful.\nUse Add another participant for a group registration.\nCheck the price breakdown: unit price, any discount, amount excluding VAT, VAT and total including all taxes.\nIf a manual adjustment is needed, check the amount excluding VAT actually being requested for the entire group.\nOptionally enter a first instalment and check how it is handled.\nChoose whether to send a confirmation email.\nConfirm, then check the rows created and their associated payment requests.\nA group registration creates one row per participant and a shared set of payment requests for the billing customer. If three employees share a request, do not multiply its amount by three when reading the list: the links on all three rows may point to the same request.\nThe suggested price is calculated for the selected number of participants and customer. Changing the customer or the group's composition may change the result. Read the discounts guide to understand the conditions applied.","markdown":"1. Open the action to add a registration for the chosen date.\n2. Select the billing customer. They may differ from the participants.\n3. Enter each participant's name; add their email address, telephone number, role and remarks where useful.\n4. Use **Add another participant** for a group registration.\n5. Check the price breakdown: unit price, any discount, amount excluding VAT, VAT and total including all taxes.\n6. If a manual adjustment is needed, check the amount excluding VAT actually being requested for the entire group.\n7. Optionally enter a first instalment and check how it is handled.\n8. Choose whether to send a confirmation email.\n9. Confirm, then check the rows created and their associated payment requests.\n\nA group registration creates one row per participant and a shared set of payment requests for the billing customer. If three employees share a request, do not multiply its amount by three when reading the list: the links on all three rows may point to the same request.\n\nThe suggested price is calculated for the selected number of participants and customer. Changing the customer or the group's composition may change the result. Read the [discounts guide](/docs/en/pricing-and-discounts) to understand the conditions applied.","anchor":"registering-one-or-more-people","url":"https://app.bookelio.app/docs/en/registrations-and-certificates#registering-one-or-more-people"},{"id":"inscriptions-et-attestations#first-instalment-planned-or-already-received","title":"First instalment: planned or already received","depth":3,"text":"The first instalment entered during manual registration is an amount including VAT for that registration. It must be positive and lower than the total including VAT. Do not confuse it with the first instalment excluding VAT configured per participant in the training record.\nThe checkbox to create the first-instalment payment records money already received. It does not initiate a bank debit. Tick it only if you have actually received the amount and want to record it in Bookelio. For a waitlisted registration, this immediate payment recording is not performed.\nWhen a course offers instalment payments, the first instalment and balance may appear as two requests. Check the remaining total across both, not just the first request.","markdown":"The first instalment entered during manual registration is an amount including VAT for that registration. It must be positive and lower than the total including VAT. Do not confuse it with the first instalment excluding VAT configured per participant in the training record.\n\nThe checkbox to create the first-instalment payment records money already received. It does not initiate a bank debit. Tick it only if you have actually received the amount and want to record it in Bookelio. For a waitlisted registration, this immediate payment recording is not performed.\n\nWhen a course offers instalment payments, the first instalment and balance may appear as two requests. Check the remaining total across both, not just the first request.","anchor":"first-instalment-planned-or-already-received","url":"https://app.bookelio.app/docs/en/registrations-and-certificates#first-instalment-planned-or-already-received"},{"id":"inscriptions-et-attestations#understanding-the-statuses","title":"Understanding the statuses","depth":2,"text":"Information\nWhat it means\nWhat it does not guarantee\nConfirmed\nThe participant has a place within the date's capacity.\nThat everything is paid or the person attended.\nWaitlisted\nThe place is not confirmed.\nAutomatic promotion as soon as a place becomes available.\nPaid\nRecorded amounts cover the amount requested.\nThat an invoice or certificate has been sent.\nAwaiting payment\nAn amount remains to be paid or a payment is in progress.\nThat the participant is on the waiting list.\nPresent\nA manager has recorded attendance.\nThat a certificate has already been generated or sent.\nCertificate available\nA certificate file has been produced.\nThat the recipient has received it by email.\nOpen the linked requests to investigate a failed or partial payment. The summary status does not replace the detailed history of money received.","markdown":"| Information | What it means | What it does not guarantee |\n| --- | --- | --- |\n| Confirmed | The participant has a place within the date's capacity. | That everything is paid or the person attended. |\n| Waitlisted | The place is not confirmed. | Automatic promotion as soon as a place becomes available. |\n| Paid | Recorded amounts cover the amount requested. | That an invoice or certificate has been sent. |\n| Awaiting payment | An amount remains to be paid or a payment is in progress. | That the participant is on the waiting list. |\n| Present | A manager has recorded attendance. | That a certificate has already been generated or sent. |\n| Certificate available | A certificate file has been produced. | That the recipient has received it by email. |\n\nOpen the linked requests to investigate a failed or partial payment. The summary status does not replace the detailed history of money received.","anchor":"understanding-the-statuses","url":"https://app.bookelio.app/docs/en/registrations-and-certificates#understanding-the-statuses"},{"id":"inscriptions-et-attestations#managing-the-waiting-list","title":"Managing the waiting list","depth":2,"text":"When the waiting list is enabled and available places are insufficient, the group can be registered on the waiting list. An administrative training registration can still create payment requests: do not assume that 'waitlisted' means 'no financial documents'.\nCheck the number of available places for the date.\nFind the waitlisted registration and use Promote.\nWait for confirmation, then check the resulting status.\nCheck payment requests and inform the people concerned if necessary.\nParticipants sharing a payment request may be promoted together. Bookelio checks again that enough places remain for the full group. A promotion refused because there are not enough places is not a payment problem.\nAttendance cannot be recorded for a waitlisted registration. Confirm the place first when the situation allows it.","markdown":"When the waiting list is enabled and available places are insufficient, the group can be registered on the waiting list. An administrative training registration can still create payment requests: do not assume that 'waitlisted' means 'no financial documents'.\n\n1. Check the number of available places for the date.\n2. Find the waitlisted registration and use **Promote**.\n3. Wait for confirmation, then check the resulting status.\n4. Check payment requests and inform the people concerned if necessary.\n\nParticipants sharing a payment request may be promoted together. Bookelio checks again that enough places remain for the full group. A promotion refused because there are not enough places is not a payment problem.\n\nAttendance cannot be recorded for a waitlisted registration. Confirm the place first when the situation allows it.","anchor":"managing-the-waiting-list","url":"https://app.bookelio.app/docs/en/registrations-and-certificates#managing-the-waiting-list"},{"id":"inscriptions-et-attestations#recording-attendance","title":"Recording attendance","depth":2,"text":"After checking actual participation, use the row's attendance control. Recording attendance also saves the time when you marked it. That entry time should not be interpreted as a physical check-in time if you enter attendance after the session.\nAttendance can be unticked if it was recorded by mistake. However, a certificate that has already been downloaded or sent is not retrieved from the recipient's inbox. If an incorrect certificate has been distributed, explicitly handle the correction with the person concerned.","markdown":"After checking actual participation, use the row's attendance control. Recording attendance also saves the time when you marked it. That entry time should not be interpreted as a physical check-in time if you enter attendance after the session.\n\nAttendance can be unticked if it was recorded by mistake. However, a certificate that has already been downloaded or sent is not retrieved from the recipient's inbox. If an incorrect certificate has been distributed, explicitly handle the correction with the person concerned.","anchor":"recording-attendance","url":"https://app.bookelio.app/docs/en/registrations-and-certificates#recording-attendance"},{"id":"inscriptions-et-attestations#generating-and-sending-a-certificate","title":"Generating and sending a certificate","depth":2,"text":"Before generating a certificate, check the participant's identity, title, dates, location, duration and organisation details. The date-specific duration is used when available; otherwise Bookelio uses the course duration. The logo, signatory and signature depend on the organisation settings.\nMark the participant as present.\nChoose Generate certificate.\nOpen the available certificate and check its contents.\nUse the send action when you want to deliver it by email.\nSending requires recorded attendance and a recipient address. The participant's email address takes priority; if absent, the billing customer's address is used. Check that fallback, especially when several employees are billed to a business.\nThe send action can generate the certificate if it does not yet exist. If it already exists, it reuses the saved file. Consequently, changing a duration, course name or visual settings does not automatically reissue an old PDF: generate the certificate again before resending it if its content needs updating.","markdown":"Before generating a certificate, check the participant's identity, title, dates, location, duration and organisation details. The date-specific duration is used when available; otherwise Bookelio uses the course duration. The logo, signatory and signature depend on the [organisation settings](/docs/en/settings).\n\n1. Mark the participant as present.\n2. Choose **Generate certificate**.\n3. Open the available certificate and check its contents.\n4. Use the send action when you want to deliver it by email.\n\nSending requires recorded attendance and a recipient address. The participant's email address takes priority; if absent, the billing customer's address is used. Check that fallback, especially when several employees are billed to a business.\n\nThe send action can generate the certificate if it does not yet exist. If it already exists, it reuses the saved file. Consequently, changing a duration, course name or visual settings does not automatically reissue an old PDF: generate the certificate again before resending it if its content needs updating.","anchor":"generating-and-sending-a-certificate","url":"https://app.bookelio.app/docs/en/registrations-and-certificates#generating-and-sending-a-certificate"},{"id":"inscriptions-et-attestations#exporting-participants","title":"Exporting participants","depth":2,"text":"The export tool lets you download a CSV file, choosing the useful columns: identity, contact details, attendance, payments, training information, addresses or answers to available forms.\nOpen the export from the participant list.\nSelect only the columns needed for your purpose.\nChoose whether the home or billing address takes priority in the combined address columns.\nDownload and check the file before sharing it.\nAn export may contain personal data. Do not share remarks, contact details or form answers with a recipient who does not need them. An export is not an automatic message to participants.","markdown":"The export tool lets you download a CSV file, choosing the useful columns: identity, contact details, attendance, payments, training information, addresses or answers to available forms.\n\n1. Open the export from the participant list.\n2. Select only the columns needed for your purpose.\n3. Choose whether the home or billing address takes priority in the combined address columns.\n4. Download and check the file before sharing it.\n\nAn export may contain personal data. Do not share remarks, contact details or form answers with a recipient who does not need them. An export is not an automatic message to participants.","anchor":"exporting-participants","url":"https://app.bookelio.app/docs/en/registrations-and-certificates#exporting-participants"},{"id":"inscriptions-et-attestations#deletion-and-common-difficulties","title":"Deletion and common difficulties","depth":2,"text":"Deleting removes the registration. It must not be used as an equivalent to a refund: review linked requests and payments separately, particularly when several participants share them.\nIf a certificate cannot be sent, check attendance, the recipient, PDF generation and email configuration, in that order. If generation fails, also have document storage and certificate settings checked.\nIf the paid status seems inconsistent, open all linked requests. A paid first instalment and an unpaid balance still leave a registration whose financial settlement needs to be reconciled.","markdown":"Deleting removes the registration. It must not be used as an equivalent to a refund: review linked requests and payments separately, particularly when several participants share them.\n\nIf a certificate cannot be sent, check attendance, the recipient, PDF generation and email configuration, in that order. If generation fails, also have document storage and certificate settings checked.\n\nIf the paid status seems inconsistent, open all linked requests. A paid first instalment and an unpaid balance still leave a registration whose financial settlement needs to be reconciled.","anchor":"deletion-and-common-difficulties","url":"https://app.bookelio.app/docs/en/registrations-and-certificates#deletion-and-common-difficulties"}]},{"id":"tarifs-et-reductions","slug":"pricing-and-discounts","locale":"en","title":"Understanding and testing training discounts","description":"Configure pricing groups, understand history and date conditions, then explain a result using the read-only simulator.","category":"formations","audience":["gestionnaire"],"keywords":["pricing","discount","reduction","loyalty","pricing group","early registration","simulator","debugging","history","excluding VAT"],"updatedAt":"2026-09-07","url":"https://app.bookelio.app/docs/en/pricing-and-discounts","markdownUrl":"https://app.bookelio.app/docs/en/pricing-and-discounts/markdown","markdown":"## Where is a discount applied?\n\nBookelio applies the rules of the **pricing group** linked to the course. The starting price is the date-specific price when one is entered; otherwise, it is the course price. The discount applies to that unit price excluding VAT.\n\nWhen several participants register, the unit result is applied to the number of participants. The final amount then takes into account any manual adjustment and the VAT applicable to the customer.\n\nAccess: **Dashboard → Trainings → Pricing groups** for configuration, and the discount simulation tool on the same page to explain a case. Prepare courses linked to the correct group and a customer record with a reliable email address.\n\n## Configuring clear rules\n\n1. Open pricing group management and create or edit the group you need.\n2. Give the rules explicit names so you can recognise the result in a registration.\n3. Choose a percentage discount or a fixed amount.\n4. Enter the relevant conditions: history, advance-booking lead time and/or training cut-off date.\n5. For a history condition, choose the counting method, threshold and which dates may count.\n6. Check that the rule is active, then save.\n7. Select the corresponding group in the training record.\n8. Test several scenarios before relying on this rule for new registrations.\n\nA rule can combine several conditions. In that case, all of them must be satisfied. A rule with no history condition, no advance-booking requirement and no cut-off date is not applied simply because a discount amount is entered.\n\n## Available conditions\n\n### Number of dates, days or hours\n\nHistory can be assessed using three measures:\n\n- the number of distinct training dates;\n- the sum of durations in days;\n- the sum of durations in hours.\n\nThe same date counts only once, even when the same customer has registered several participants. The date for which the new price is being calculated is excluded from its own history.\n\nDays and hours come from the durations entered in Bookelio: the date-specific duration takes priority, followed by the general course duration. A missing value contributes zero. Duration is not automatically inferred from the gap between the start and end dates.\n\n### Time window and group\n\nPast-day and future-day limits are calculated **around the training date being tested**, not around the day you open the simulator. The boundaries are inclusive. A limit left blank imposes no boundary on that side.\n\nThe rule may count only dates in the same pricing group, only dates assigned to a pricing group, or a broader history, depending on the selected options. A known customer registration may therefore be excluded from a rule because it belongs to another group or falls outside its time window.\n\n### Advance booking and cut-off date\n\nAdvance booking compares the registration date with the training date. If the rule requires at least 30 days' notice, a registration made sufficiently early satisfies that condition; a late registration does not.\n\nThe cut-off applies to the **training date**. A course scheduled on the cut-off day remains eligible; one after that date does not. Do not confuse this condition with a booking deadline: it is the advance-booking lead time that compares registration with training.\n\n## Which history is actually taken into account?\n\nThe usual calculation looks for registrations associated with the **billing customer's** email address, ignoring case, within the current organisation. The participant's address is not the identifier used for that search.\n\nA date must have at least one **completed** payment on a linked request to enter that history. This does not necessarily mean the entire registration has been paid: an actually recorded first instalment may satisfy the criterion. Conversely, an unpaid payment request alone is not enough.\n\nWithout a billing email address, history conditions do not find past registrations in the same way. An advance-booking-only rule may still apply, since it does not depend on history.\n\nThe calculation engine does not use attendance as proof of payment. 'Has attended', 'has a registration' and 'has a completed payment' are therefore three separate checks.\n\n## Only one discount is selected\n\nDiscounts do not stack. Among eligible rules, Bookelio chooses the one producing the highest discount amount. If amounts are equal, the rules' order breaks the tie. The discount is capped at the starting price: it does not make that price negative.\n\nFictional example: a date costs €200 excluding VAT. The customer qualifies for a 10% discount, worth €20, and a fixed €30 discount. The fixed discount is selected and the price becomes €170 excluding VAT. The two rules do not produce a €50 discount.\n\nFor two participants, that result is €340 excluding VAT before any manual adjustment and VAT calculation. The discount simulator itself shows the **unit** result.\n\n## Testing a scenario without changing registrations\n\nThe simulator is a read-only debugging tool. It reuses the discount calculation; it does not create a registration, a payment or a real new date.\n\n1. Open the simulator from **Trainings**.\n2. Select a customer. The dates in their history are selected by default.\n3. Choose a catalogue date as the basis for the scenario. It supplies the course's price and rules.\n4. If needed, change the simulated training date and registration date.\n5. Tick or untick dates in the history to compare different assumptions.\n6. Use the all-dates view to add hypothetical dates from the catalogue.\n7. Read the calculation and the details of each rule. The result updates when the scenario is valid.\n\nMoving the simulated date does not reschedule the actual session or move other dates in the history. This lets you compare, for example, a registration today with an earlier registration without changing the schedule.\n\n### Selected does not mean counted\n\nAll the customer's dates may be ticked initially, but normally only those meeting the payment criterion enter the calculation. The selection represents your scenario; each rule still applies its group, time-window and threshold conditions.\n\nThe option to treat dates as paid is only a debugging assumption. Enable it to test the effect of future payments or artificially added dates. It does not mark any payment as completed. Disable it to compare the scenario with the situation actually recorded.\n\nThe history reset and deselection actions let you quickly return to the customer's dates or start again with an empty history.\n\n## Reading the result details\n\nThe summary shows the initial price, discount and reduced price excluding VAT, along with the pricing group. Rules are shown as selected, eligible or rejected.\n\nAn eligible rule may not be selected if another offers a better discount. For a rejected rule, check the reason: inactive rule, threshold not reached, insufficient advance notice, cut-off date exceeded or incomplete configuration.\n\nThe details also show the counted value, threshold, time window, group scope and dates actually counted. This list explains why three ticked dates may produce only one eligible date.\n\n## Explaining a difference from a registration\n\nCheck, in turn, the billing customer and their email address, the date used, the session-specific price, completed payments, durations, pricing group and registration date. Disable any payment assumptions before comparing.\n\nFinally, the simulator does not replace the full registration preview: it does not calculate the customer's VAT, the final number of participants or an amount excluding VAT entered manually. Use [Registrations and certificates](/docs/en/registrations-and-certificates) to check the amount actually requested.","text":"Where is a discount applied?\nBookelio applies the rules of the pricing group linked to the course. The starting price is the date-specific price when one is entered; otherwise, it is the course price. The discount applies to that unit price excluding VAT.\nWhen several participants register, the unit result is applied to the number of participants. The final amount then takes into account any manual adjustment and the VAT applicable to the customer.\nAccess: Dashboard → Trainings → Pricing groups for configuration, and the discount simulation tool on the same page to explain a case. Prepare courses linked to the correct group and a customer record with a reliable email address.\nConfiguring clear rules\nOpen pricing group management and create or edit the group you need.\nGive the rules explicit names so you can recognise the result in a registration.\nChoose a percentage discount or a fixed amount.\nEnter the relevant conditions: history, advance-booking lead time and/or training cut-off date.\nFor a history condition, choose the counting method, threshold and which dates may count.\nCheck that the rule is active, then save.\nSelect the corresponding group in the training record.\nTest several scenarios before relying on this rule for new registrations.\nA rule can combine several conditions. In that case, all of them must be satisfied. A rule with no history condition, no advance-booking requirement and no cut-off date is not applied simply because a discount amount is entered.\nAvailable conditions\nNumber of dates, days or hours\nHistory can be assessed using three measures:\nthe number of distinct training dates;\nthe sum of durations in days;\nthe sum of durations in hours.\nThe same date counts only once, even when the same customer has registered several participants. The date for which the new price is being calculated is excluded from its own history.\nDays and hours come from the durations entered in Bookelio: the date-specific duration takes priority, followed by the general course duration. A missing value contributes zero. Duration is not automatically inferred from the gap between the start and end dates.\nTime window and group\nPast-day and future-day limits are calculated around the training date being tested, not around the day you open the simulator. The boundaries are inclusive. A limit left blank imposes no boundary on that side.\nThe rule may count only dates in the same pricing group, only dates assigned to a pricing group, or a broader history, depending on the selected options. A known customer registration may therefore be excluded from a rule because it belongs to another group or falls outside its time window.\nAdvance booking and cut-off date\nAdvance booking compares the registration date with the training date. If the rule requires at least 30 days' notice, a registration made sufficiently early satisfies that condition; a late registration does not.\nThe cut-off applies to the training date. A course scheduled on the cut-off day remains eligible; one after that date does not. Do not confuse this condition with a booking deadline: it is the advance-booking lead time that compares registration with training.\nWhich history is actually taken into account?\nThe usual calculation looks for registrations associated with the billing customer's email address, ignoring case, within the current organisation. The participant's address is not the identifier used for that search.\nA date must have at least one completed payment on a linked request to enter that history. This does not necessarily mean the entire registration has been paid: an actually recorded first instalment may satisfy the criterion. Conversely, an unpaid payment request alone is not enough.\nWithout a billing email address, history conditions do not find past registrations in the same way. An advance-booking-only rule may still apply, since it does not depend on history.\nThe calculation engine does not use attendance as proof of payment. 'Has attended', 'has a registration' and 'has a completed payment' are therefore three separate checks.\nOnly one discount is selected\nDiscounts do not stack. Among eligible rules, Bookelio chooses the one producing the highest discount amount. If amounts are equal, the rules' order breaks the tie. The discount is capped at the starting price: it does not make that price negative.\nFictional example: a date costs €200 excluding VAT. The customer qualifies for a 10% discount, worth €20, and a fixed €30 discount. The fixed discount is selected and the price becomes €170 excluding VAT. The two rules do not produce a €50 discount.\nFor two participants, that result is €340 excluding VAT before any manual adjustment and VAT calculation. The discount simulator itself shows the unit result.\nTesting a scenario without changing registrations\nThe simulator is a read-only debugging tool. It reuses the discount calculation; it does not create a registration, a payment or a real new date.\nOpen the simulator from Trainings.\nSelect a customer. The dates in their history are selected by default.\nChoose a catalogue date as the basis for the scenario. It supplies the course's price and rules.\nIf needed, change the simulated training date and registration date.\nTick or untick dates in the history to compare different assumptions.\nUse the all-dates view to add hypothetical dates from the catalogue.\nRead the calculation and the details of each rule. The result updates when the scenario is valid.\nMoving the simulated date does not reschedule the actual session or move other dates in the history. This lets you compare, for example, a registration today with an earlier registration without changing the schedule.\nSelected does not mean counted\nAll the customer's dates may be ticked initially, but normally only those meeting the payment criterion enter the calculation. The selection represents your scenario; each rule still applies its group, time-window and threshold conditions.\nThe option to treat dates as paid is only a debugging assumption. Enable it to test the effect of future payments or artificially added dates. It does not mark any payment as completed. Disable it to compare the scenario with the situation actually recorded.\nThe history reset and deselection actions let you quickly return to the customer's dates or start again with an empty history.\nReading the result details\nThe summary shows the initial price, discount and reduced price excluding VAT, along with the pricing group. Rules are shown as selected, eligible or rejected.\nAn eligible rule may not be selected if another offers a better discount. For a rejected rule, check the reason: inactive rule, threshold not reached, insufficient advance notice, cut-off date exceeded or incomplete configuration.\nThe details also show the counted value, threshold, time window, group scope and dates actually counted. This list explains why three ticked dates may produce only one eligible date.\nExplaining a difference from a registration\nCheck, in turn, the billing customer and their email address, the date used, the session-specific price, completed payments, durations, pricing group and registration date. Disable any payment assumptions before comparing.\nFinally, the simulator does not replace the full registration preview: it does not calculate the customer's VAT, the final number of participants or an amount excluding VAT entered manually. Use Registrations and certificates to check the amount actually requested.","sections":[{"id":"tarifs-et-reductions#where-is-a-discount-applied","title":"Where is a discount applied?","depth":2,"text":"Bookelio applies the rules of the pricing group linked to the course. The starting price is the date-specific price when one is entered; otherwise, it is the course price. The discount applies to that unit price excluding VAT.\nWhen several participants register, the unit result is applied to the number of participants. The final amount then takes into account any manual adjustment and the VAT applicable to the customer.\nAccess: Dashboard → Trainings → Pricing groups for configuration, and the discount simulation tool on the same page to explain a case. Prepare courses linked to the correct group and a customer record with a reliable email address.","markdown":"Bookelio applies the rules of the **pricing group** linked to the course. The starting price is the date-specific price when one is entered; otherwise, it is the course price. The discount applies to that unit price excluding VAT.\n\nWhen several participants register, the unit result is applied to the number of participants. The final amount then takes into account any manual adjustment and the VAT applicable to the customer.\n\nAccess: **Dashboard → Trainings → Pricing groups** for configuration, and the discount simulation tool on the same page to explain a case. Prepare courses linked to the correct group and a customer record with a reliable email address.","anchor":"where-is-a-discount-applied","url":"https://app.bookelio.app/docs/en/pricing-and-discounts#where-is-a-discount-applied"},{"id":"tarifs-et-reductions#configuring-clear-rules","title":"Configuring clear rules","depth":2,"text":"Open pricing group management and create or edit the group you need.\nGive the rules explicit names so you can recognise the result in a registration.\nChoose a percentage discount or a fixed amount.\nEnter the relevant conditions: history, advance-booking lead time and/or training cut-off date.\nFor a history condition, choose the counting method, threshold and which dates may count.\nCheck that the rule is active, then save.\nSelect the corresponding group in the training record.\nTest several scenarios before relying on this rule for new registrations.\nA rule can combine several conditions. In that case, all of them must be satisfied. A rule with no history condition, no advance-booking requirement and no cut-off date is not applied simply because a discount amount is entered.","markdown":"1. Open pricing group management and create or edit the group you need.\n2. Give the rules explicit names so you can recognise the result in a registration.\n3. Choose a percentage discount or a fixed amount.\n4. Enter the relevant conditions: history, advance-booking lead time and/or training cut-off date.\n5. For a history condition, choose the counting method, threshold and which dates may count.\n6. Check that the rule is active, then save.\n7. Select the corresponding group in the training record.\n8. Test several scenarios before relying on this rule for new registrations.\n\nA rule can combine several conditions. In that case, all of them must be satisfied. A rule with no history condition, no advance-booking requirement and no cut-off date is not applied simply because a discount amount is entered.","anchor":"configuring-clear-rules","url":"https://app.bookelio.app/docs/en/pricing-and-discounts#configuring-clear-rules"},{"id":"tarifs-et-reductions#available-conditions","title":"Available conditions","depth":2,"text":"","markdown":"","anchor":"available-conditions","url":"https://app.bookelio.app/docs/en/pricing-and-discounts#available-conditions"},{"id":"tarifs-et-reductions#number-of-dates-days-or-hours","title":"Number of dates, days or hours","depth":3,"text":"History can be assessed using three measures:\nthe number of distinct training dates;\nthe sum of durations in days;\nthe sum of durations in hours.\nThe same date counts only once, even when the same customer has registered several participants. The date for which the new price is being calculated is excluded from its own history.\nDays and hours come from the durations entered in Bookelio: the date-specific duration takes priority, followed by the general course duration. A missing value contributes zero. Duration is not automatically inferred from the gap between the start and end dates.","markdown":"History can be assessed using three measures:\n\n- the number of distinct training dates;\n- the sum of durations in days;\n- the sum of durations in hours.\n\nThe same date counts only once, even when the same customer has registered several participants. The date for which the new price is being calculated is excluded from its own history.\n\nDays and hours come from the durations entered in Bookelio: the date-specific duration takes priority, followed by the general course duration. A missing value contributes zero. Duration is not automatically inferred from the gap between the start and end dates.","anchor":"number-of-dates-days-or-hours","url":"https://app.bookelio.app/docs/en/pricing-and-discounts#number-of-dates-days-or-hours"},{"id":"tarifs-et-reductions#time-window-and-group","title":"Time window and group","depth":3,"text":"Past-day and future-day limits are calculated around the training date being tested, not around the day you open the simulator. The boundaries are inclusive. A limit left blank imposes no boundary on that side.\nThe rule may count only dates in the same pricing group, only dates assigned to a pricing group, or a broader history, depending on the selected options. A known customer registration may therefore be excluded from a rule because it belongs to another group or falls outside its time window.","markdown":"Past-day and future-day limits are calculated **around the training date being tested**, not around the day you open the simulator. The boundaries are inclusive. A limit left blank imposes no boundary on that side.\n\nThe rule may count only dates in the same pricing group, only dates assigned to a pricing group, or a broader history, depending on the selected options. A known customer registration may therefore be excluded from a rule because it belongs to another group or falls outside its time window.","anchor":"time-window-and-group","url":"https://app.bookelio.app/docs/en/pricing-and-discounts#time-window-and-group"},{"id":"tarifs-et-reductions#advance-booking-and-cut-off-date","title":"Advance booking and cut-off date","depth":3,"text":"Advance booking compares the registration date with the training date. If the rule requires at least 30 days' notice, a registration made sufficiently early satisfies that condition; a late registration does not.\nThe cut-off applies to the training date. A course scheduled on the cut-off day remains eligible; one after that date does not. Do not confuse this condition with a booking deadline: it is the advance-booking lead time that compares registration with training.","markdown":"Advance booking compares the registration date with the training date. If the rule requires at least 30 days' notice, a registration made sufficiently early satisfies that condition; a late registration does not.\n\nThe cut-off applies to the **training date**. A course scheduled on the cut-off day remains eligible; one after that date does not. Do not confuse this condition with a booking deadline: it is the advance-booking lead time that compares registration with training.","anchor":"advance-booking-and-cut-off-date","url":"https://app.bookelio.app/docs/en/pricing-and-discounts#advance-booking-and-cut-off-date"},{"id":"tarifs-et-reductions#which-history-is-actually-taken-into-account","title":"Which history is actually taken into account?","depth":2,"text":"The usual calculation looks for registrations associated with the billing customer's email address, ignoring case, within the current organisation. The participant's address is not the identifier used for that search.\nA date must have at least one completed payment on a linked request to enter that history. This does not necessarily mean the entire registration has been paid: an actually recorded first instalment may satisfy the criterion. Conversely, an unpaid payment request alone is not enough.\nWithout a billing email address, history conditions do not find past registrations in the same way. An advance-booking-only rule may still apply, since it does not depend on history.\nThe calculation engine does not use attendance as proof of payment. 'Has attended', 'has a registration' and 'has a completed payment' are therefore three separate checks.","markdown":"The usual calculation looks for registrations associated with the **billing customer's** email address, ignoring case, within the current organisation. The participant's address is not the identifier used for that search.\n\nA date must have at least one **completed** payment on a linked request to enter that history. This does not necessarily mean the entire registration has been paid: an actually recorded first instalment may satisfy the criterion. Conversely, an unpaid payment request alone is not enough.\n\nWithout a billing email address, history conditions do not find past registrations in the same way. An advance-booking-only rule may still apply, since it does not depend on history.\n\nThe calculation engine does not use attendance as proof of payment. 'Has attended', 'has a registration' and 'has a completed payment' are therefore three separate checks.","anchor":"which-history-is-actually-taken-into-account","url":"https://app.bookelio.app/docs/en/pricing-and-discounts#which-history-is-actually-taken-into-account"},{"id":"tarifs-et-reductions#only-one-discount-is-selected","title":"Only one discount is selected","depth":2,"text":"Discounts do not stack. Among eligible rules, Bookelio chooses the one producing the highest discount amount. If amounts are equal, the rules' order breaks the tie. The discount is capped at the starting price: it does not make that price negative.\nFictional example: a date costs €200 excluding VAT. The customer qualifies for a 10% discount, worth €20, and a fixed €30 discount. The fixed discount is selected and the price becomes €170 excluding VAT. The two rules do not produce a €50 discount.\nFor two participants, that result is €340 excluding VAT before any manual adjustment and VAT calculation. The discount simulator itself shows the unit result.","markdown":"Discounts do not stack. Among eligible rules, Bookelio chooses the one producing the highest discount amount. If amounts are equal, the rules' order breaks the tie. The discount is capped at the starting price: it does not make that price negative.\n\nFictional example: a date costs €200 excluding VAT. The customer qualifies for a 10% discount, worth €20, and a fixed €30 discount. The fixed discount is selected and the price becomes €170 excluding VAT. The two rules do not produce a €50 discount.\n\nFor two participants, that result is €340 excluding VAT before any manual adjustment and VAT calculation. The discount simulator itself shows the **unit** result.","anchor":"only-one-discount-is-selected","url":"https://app.bookelio.app/docs/en/pricing-and-discounts#only-one-discount-is-selected"},{"id":"tarifs-et-reductions#testing-a-scenario-without-changing-registrations","title":"Testing a scenario without changing registrations","depth":2,"text":"The simulator is a read-only debugging tool. It reuses the discount calculation; it does not create a registration, a payment or a real new date.\nOpen the simulator from Trainings.\nSelect a customer. The dates in their history are selected by default.\nChoose a catalogue date as the basis for the scenario. It supplies the course's price and rules.\nIf needed, change the simulated training date and registration date.\nTick or untick dates in the history to compare different assumptions.\nUse the all-dates view to add hypothetical dates from the catalogue.\nRead the calculation and the details of each rule. The result updates when the scenario is valid.\nMoving the simulated date does not reschedule the actual session or move other dates in the history. This lets you compare, for example, a registration today with an earlier registration without changing the schedule.","markdown":"The simulator is a read-only debugging tool. It reuses the discount calculation; it does not create a registration, a payment or a real new date.\n\n1. Open the simulator from **Trainings**.\n2. Select a customer. The dates in their history are selected by default.\n3. Choose a catalogue date as the basis for the scenario. It supplies the course's price and rules.\n4. If needed, change the simulated training date and registration date.\n5. Tick or untick dates in the history to compare different assumptions.\n6. Use the all-dates view to add hypothetical dates from the catalogue.\n7. Read the calculation and the details of each rule. The result updates when the scenario is valid.\n\nMoving the simulated date does not reschedule the actual session or move other dates in the history. This lets you compare, for example, a registration today with an earlier registration without changing the schedule.","anchor":"testing-a-scenario-without-changing-registrations","url":"https://app.bookelio.app/docs/en/pricing-and-discounts#testing-a-scenario-without-changing-registrations"},{"id":"tarifs-et-reductions#selected-does-not-mean-counted","title":"Selected does not mean counted","depth":3,"text":"All the customer's dates may be ticked initially, but normally only those meeting the payment criterion enter the calculation. The selection represents your scenario; each rule still applies its group, time-window and threshold conditions.\nThe option to treat dates as paid is only a debugging assumption. Enable it to test the effect of future payments or artificially added dates. It does not mark any payment as completed. Disable it to compare the scenario with the situation actually recorded.\nThe history reset and deselection actions let you quickly return to the customer's dates or start again with an empty history.","markdown":"All the customer's dates may be ticked initially, but normally only those meeting the payment criterion enter the calculation. The selection represents your scenario; each rule still applies its group, time-window and threshold conditions.\n\nThe option to treat dates as paid is only a debugging assumption. Enable it to test the effect of future payments or artificially added dates. It does not mark any payment as completed. Disable it to compare the scenario with the situation actually recorded.\n\nThe history reset and deselection actions let you quickly return to the customer's dates or start again with an empty history.","anchor":"selected-does-not-mean-counted","url":"https://app.bookelio.app/docs/en/pricing-and-discounts#selected-does-not-mean-counted"},{"id":"tarifs-et-reductions#reading-the-result-details","title":"Reading the result details","depth":2,"text":"The summary shows the initial price, discount and reduced price excluding VAT, along with the pricing group. Rules are shown as selected, eligible or rejected.\nAn eligible rule may not be selected if another offers a better discount. For a rejected rule, check the reason: inactive rule, threshold not reached, insufficient advance notice, cut-off date exceeded or incomplete configuration.\nThe details also show the counted value, threshold, time window, group scope and dates actually counted. This list explains why three ticked dates may produce only one eligible date.","markdown":"The summary shows the initial price, discount and reduced price excluding VAT, along with the pricing group. Rules are shown as selected, eligible or rejected.\n\nAn eligible rule may not be selected if another offers a better discount. For a rejected rule, check the reason: inactive rule, threshold not reached, insufficient advance notice, cut-off date exceeded or incomplete configuration.\n\nThe details also show the counted value, threshold, time window, group scope and dates actually counted. This list explains why three ticked dates may produce only one eligible date.","anchor":"reading-the-result-details","url":"https://app.bookelio.app/docs/en/pricing-and-discounts#reading-the-result-details"},{"id":"tarifs-et-reductions#explaining-a-difference-from-a-registration","title":"Explaining a difference from a registration","depth":2,"text":"Check, in turn, the billing customer and their email address, the date used, the session-specific price, completed payments, durations, pricing group and registration date. Disable any payment assumptions before comparing.\nFinally, the simulator does not replace the full registration preview: it does not calculate the customer's VAT, the final number of participants or an amount excluding VAT entered manually. Use Registrations and certificates to check the amount actually requested.","markdown":"Check, in turn, the billing customer and their email address, the date used, the session-specific price, completed payments, durations, pricing group and registration date. Disable any payment assumptions before comparing.\n\nFinally, the simulator does not replace the full registration preview: it does not calculate the customer's VAT, the final number of participants or an amount excluding VAT entered manually. Use [Registrations and certificates](/docs/en/registrations-and-certificates) to check the amount actually requested.","anchor":"explaining-a-difference-from-a-registration","url":"https://app.bookelio.app/docs/en/pricing-and-discounts#explaining-a-difference-from-a-registration"}]},{"id":"paiements","slug":"payments","locale":"en","title":"Payment requests, money received and refunds","description":"Create a payment request, share its link, record a payment and understand balances and refunds.","category":"finances","audience":["gestionnaire"],"keywords":["payment","deposit","balance","bank transfer","refund","Mollie","Stripe","receipt"],"updatedAt":"2026-09-07","url":"https://app.bookelio.app/docs/en/payments","markdownUrl":"https://app.bookelio.app/docs/en/payments/markdown","markdown":"## Distinguishing the request, the payment and the invoice\n\nA payment request describes what needs to be paid: the customer, billable line items, quantities, prices, VAT and total amount. A payment records money received against that request. An invoice is a separate document, available under Documents. Creating a request therefore does not prove that the customer has paid; creating an invoice does not collect money through the bank either.\n\nA request can contain several payments, for example a partial bank transfer followed by payment of the balance. Conversely, a training registration can be linked to several requests, particularly when payment is split into instalments. Check the linked requests before concluding that an entire registration has been paid for.\n\nThe Payment Requests and Payments menu pages let you track the amounts requested and the transactions recorded respectively. The available actions depend on your permissions in the active organisation.\n\n## Creating a manual payment request\n\nBefore starting, check the [customer's details](/docs/en/customers), your business information and the [VAT settings](/docs/en/settings).\n\n1. Open Payment Requests and choose to create a new request.\n2. Select the customer. Check their identity and billing address.\n3. Add one line item per service or product. Enter a clear description, quantity, unit, unit price excluding VAT and applicable rate.\n4. Add a discount line if needed. It reduces the amount; check the sign and VAT on that line.\n5. Optionally enter a buyer reference, such as an order reference supplied by the customer.\n6. Check the totals excluding and including VAT, then create the request.\n\nThe language used when creating the request comes from the customer when one is linked. Invoices generated from this request then use the request's language. Do not assume that the dashboard language determines the language of the customer's documents.\n\nCalculation example, not a recommendation of a VAT rate: two services at €50 excluding VAT amount to €100 excluding VAT. With a configured rate of 21%, the displayed total is €121. A quantity of two must represent two units actually sold; changing the unit code does not automatically convert a duration.\n\n## Sharing the payment link\n\nOpen the request details and use the action to copy or open the public link. This link is available for requests linked to a customer. Share it only with the intended recipient: it provides access to this request's page and payment information.\n\nThe customer can view the summary and then continue to the configured payment provider. Creating a link does not by itself send an email or create a successful payment. The provider's return screen may still be waiting for payment confirmation: check the final status in Bookelio before recording an additional payment.\n\n## Recording a bank transfer or manual payment\n\n1. Open the relevant request and check the existing payments.\n2. Choose Add Payment.\n3. For money received outside the online payment process, choose the external processor.\n4. Enter the amount actually received, the date and, if available, a reference that will help you find the transaction.\n5. Choose the status that reflects the actual payment situation and confirm.\n\nAdding a payment manually records a transaction in Bookelio. It does not debit the customer's account. Do not select Mollie or Stripe to simulate money received that does not exist with that provider, and do not re-enter an online payment that has already been confirmed.\n\nThe suggested amount is the outstanding balance, but you must still check it. If €40 has been received against a €100 request, record €40, not the full amount. The request remains partially paid until the balance is received.\n\n## Understanding statuses and the balance\n\n| Payment status | Meaning in Bookelio |\n| --- | --- |\n| Pending | The payment is not yet confirmed and does not count as money received. |\n| Completed | The payment contributes to the total paid. |\n| Failed | This attempt does not count as a successful payment. |\n\nThe details distinguish the total paid, refunds and the net amount. Pending refunds, as well as completed ones, are taken into account when calculating amounts already committed to a refund; failed refunds are not.\n\nExample: a €100 request has received €100, then a €20 refund is recorded. The displayed net amount decreases. This does not necessarily mean that you intend to ask the customer for another €20: the commercial context and any [credit notes](/docs/en/invoices-and-credit-notes) must also be considered.\n\n## Refunding a payment\n\nOpen the refund action on a completed payment that still has a refundable amount. Enter the amount, the reason and, for a manual transaction, a useful tracking reference.\n\nFor Mollie or Stripe, this action actually requests a refund from the provider. For an external payment, it records a manual refund: make the corresponding bank transfer or return of funds separately according to your procedure. A refund cannot exceed the original payment minus the refunds already committed.\n\nCredit pack purchases cannot be refunded through this generic action: their handling also requires an adjustment to the credits. Contact your administrator for this case. A refund does not automatically create a credit note and does not, by itself, cancel a booking.\n\n## Editing, filtering and checking\n\nA request can be edited as long as it has no payments and no documents that have not been deleted. Once a financial history exists, changes to the line items, language and buyer reference are blocked, even if a payment attempt failed. Do not create a duplicate to work around this protection.\n\nThe request list can be filtered by creation dates and customer. The Payments list provides date, customer, status and processor filters, as well as a CSV export of all results matching the filters, not just the visible page. To investigate an unexplained amount, start with the payment, open its request and examine the linked documents.\n\nIf you are unsure about money received, note the reference, amount, date and exact message. Read the [troubleshooting guide](/docs/en/troubleshooting) before retrying an action that could debit or refund money.","text":"Distinguishing the request, the payment and the invoice\nA payment request describes what needs to be paid: the customer, billable line items, quantities, prices, VAT and total amount. A payment records money received against that request. An invoice is a separate document, available under Documents. Creating a request therefore does not prove that the customer has paid; creating an invoice does not collect money through the bank either.\nA request can contain several payments, for example a partial bank transfer followed by payment of the balance. Conversely, a training registration can be linked to several requests, particularly when payment is split into instalments. Check the linked requests before concluding that an entire registration has been paid for.\nThe Payment Requests and Payments menu pages let you track the amounts requested and the transactions recorded respectively. The available actions depend on your permissions in the active organisation.\nCreating a manual payment request\nBefore starting, check the customer's details, your business information and the VAT settings.\nOpen Payment Requests and choose to create a new request.\nSelect the customer. Check their identity and billing address.\nAdd one line item per service or product. Enter a clear description, quantity, unit, unit price excluding VAT and applicable rate.\nAdd a discount line if needed. It reduces the amount; check the sign and VAT on that line.\nOptionally enter a buyer reference, such as an order reference supplied by the customer.\nCheck the totals excluding and including VAT, then create the request.\nThe language used when creating the request comes from the customer when one is linked. Invoices generated from this request then use the request's language. Do not assume that the dashboard language determines the language of the customer's documents.\nCalculation example, not a recommendation of a VAT rate: two services at €50 excluding VAT amount to €100 excluding VAT. With a configured rate of 21%, the displayed total is €121. A quantity of two must represent two units actually sold; changing the unit code does not automatically convert a duration.\nSharing the payment link\nOpen the request details and use the action to copy or open the public link. This link is available for requests linked to a customer. Share it only with the intended recipient: it provides access to this request's page and payment information.\nThe customer can view the summary and then continue to the configured payment provider. Creating a link does not by itself send an email or create a successful payment. The provider's return screen may still be waiting for payment confirmation: check the final status in Bookelio before recording an additional payment.\nRecording a bank transfer or manual payment\nOpen the relevant request and check the existing payments.\nChoose Add Payment.\nFor money received outside the online payment process, choose the external processor.\nEnter the amount actually received, the date and, if available, a reference that will help you find the transaction.\nChoose the status that reflects the actual payment situation and confirm.\nAdding a payment manually records a transaction in Bookelio. It does not debit the customer's account. Do not select Mollie or Stripe to simulate money received that does not exist with that provider, and do not re-enter an online payment that has already been confirmed.\nThe suggested amount is the outstanding balance, but you must still check it. If €40 has been received against a €100 request, record €40, not the full amount. The request remains partially paid until the balance is received.\nUnderstanding statuses and the balance\nPayment status\nMeaning in Bookelio\nPending\nThe payment is not yet confirmed and does not count as money received.\nCompleted\nThe payment contributes to the total paid.\nFailed\nThis attempt does not count as a successful payment.\nThe details distinguish the total paid, refunds and the net amount. Pending refunds, as well as completed ones, are taken into account when calculating amounts already committed to a refund; failed refunds are not.\nExample: a €100 request has received €100, then a €20 refund is recorded. The displayed net amount decreases. This does not necessarily mean that you intend to ask the customer for another €20: the commercial context and any credit notes must also be considered.\nRefunding a payment\nOpen the refund action on a completed payment that still has a refundable amount. Enter the amount, the reason and, for a manual transaction, a useful tracking reference.\nFor Mollie or Stripe, this action actually requests a refund from the provider. For an external payment, it records a manual refund: make the corresponding bank transfer or return of funds separately according to your procedure. A refund cannot exceed the original payment minus the refunds already committed.\nCredit pack purchases cannot be refunded through this generic action: their handling also requires an adjustment to the credits. Contact your administrator for this case. A refund does not automatically create a credit note and does not, by itself, cancel a booking.\nEditing, filtering and checking\nA request can be edited as long as it has no payments and no documents that have not been deleted. Once a financial history exists, changes to the line items, language and buyer reference are blocked, even if a payment attempt failed. Do not create a duplicate to work around this protection.\nThe request list can be filtered by creation dates and customer. The Payments list provides date, customer, status and processor filters, as well as a CSV export of all results matching the filters, not just the visible page. To investigate an unexplained amount, start with the payment, open its request and examine the linked documents.\nIf you are unsure about money received, note the reference, amount, date and exact message. Read the troubleshooting guide before retrying an action that could debit or refund money.","sections":[{"id":"paiements#distinguishing-the-request-the-payment-and-the-invoice","title":"Distinguishing the request, the payment and the invoice","depth":2,"text":"A payment request describes what needs to be paid: the customer, billable line items, quantities, prices, VAT and total amount. A payment records money received against that request. An invoice is a separate document, available under Documents. Creating a request therefore does not prove that the customer has paid; creating an invoice does not collect money through the bank either.\nA request can contain several payments, for example a partial bank transfer followed by payment of the balance. Conversely, a training registration can be linked to several requests, particularly when payment is split into instalments. Check the linked requests before concluding that an entire registration has been paid for.\nThe Payment Requests and Payments menu pages let you track the amounts requested and the transactions recorded respectively. The available actions depend on your permissions in the active organisation.","markdown":"A payment request describes what needs to be paid: the customer, billable line items, quantities, prices, VAT and total amount. A payment records money received against that request. An invoice is a separate document, available under Documents. Creating a request therefore does not prove that the customer has paid; creating an invoice does not collect money through the bank either.\n\nA request can contain several payments, for example a partial bank transfer followed by payment of the balance. Conversely, a training registration can be linked to several requests, particularly when payment is split into instalments. Check the linked requests before concluding that an entire registration has been paid for.\n\nThe Payment Requests and Payments menu pages let you track the amounts requested and the transactions recorded respectively. The available actions depend on your permissions in the active organisation.","anchor":"distinguishing-the-request-the-payment-and-the-invoice","url":"https://app.bookelio.app/docs/en/payments#distinguishing-the-request-the-payment-and-the-invoice"},{"id":"paiements#creating-a-manual-payment-request","title":"Creating a manual payment request","depth":2,"text":"Before starting, check the customer's details, your business information and the VAT settings.\nOpen Payment Requests and choose to create a new request.\nSelect the customer. Check their identity and billing address.\nAdd one line item per service or product. Enter a clear description, quantity, unit, unit price excluding VAT and applicable rate.\nAdd a discount line if needed. It reduces the amount; check the sign and VAT on that line.\nOptionally enter a buyer reference, such as an order reference supplied by the customer.\nCheck the totals excluding and including VAT, then create the request.\nThe language used when creating the request comes from the customer when one is linked. Invoices generated from this request then use the request's language. Do not assume that the dashboard language determines the language of the customer's documents.\nCalculation example, not a recommendation of a VAT rate: two services at €50 excluding VAT amount to €100 excluding VAT. With a configured rate of 21%, the displayed total is €121. A quantity of two must represent two units actually sold; changing the unit code does not automatically convert a duration.","markdown":"Before starting, check the [customer's details](/docs/en/customers), your business information and the [VAT settings](/docs/en/settings).\n\n1. Open Payment Requests and choose to create a new request.\n2. Select the customer. Check their identity and billing address.\n3. Add one line item per service or product. Enter a clear description, quantity, unit, unit price excluding VAT and applicable rate.\n4. Add a discount line if needed. It reduces the amount; check the sign and VAT on that line.\n5. Optionally enter a buyer reference, such as an order reference supplied by the customer.\n6. Check the totals excluding and including VAT, then create the request.\n\nThe language used when creating the request comes from the customer when one is linked. Invoices generated from this request then use the request's language. Do not assume that the dashboard language determines the language of the customer's documents.\n\nCalculation example, not a recommendation of a VAT rate: two services at €50 excluding VAT amount to €100 excluding VAT. With a configured rate of 21%, the displayed total is €121. A quantity of two must represent two units actually sold; changing the unit code does not automatically convert a duration.","anchor":"creating-a-manual-payment-request","url":"https://app.bookelio.app/docs/en/payments#creating-a-manual-payment-request"},{"id":"paiements#sharing-the-payment-link","title":"Sharing the payment link","depth":2,"text":"Open the request details and use the action to copy or open the public link. This link is available for requests linked to a customer. Share it only with the intended recipient: it provides access to this request's page and payment information.\nThe customer can view the summary and then continue to the configured payment provider. Creating a link does not by itself send an email or create a successful payment. The provider's return screen may still be waiting for payment confirmation: check the final status in Bookelio before recording an additional payment.","markdown":"Open the request details and use the action to copy or open the public link. This link is available for requests linked to a customer. Share it only with the intended recipient: it provides access to this request's page and payment information.\n\nThe customer can view the summary and then continue to the configured payment provider. Creating a link does not by itself send an email or create a successful payment. The provider's return screen may still be waiting for payment confirmation: check the final status in Bookelio before recording an additional payment.","anchor":"sharing-the-payment-link","url":"https://app.bookelio.app/docs/en/payments#sharing-the-payment-link"},{"id":"paiements#recording-a-bank-transfer-or-manual-payment","title":"Recording a bank transfer or manual payment","depth":2,"text":"Open the relevant request and check the existing payments.\nChoose Add Payment.\nFor money received outside the online payment process, choose the external processor.\nEnter the amount actually received, the date and, if available, a reference that will help you find the transaction.\nChoose the status that reflects the actual payment situation and confirm.\nAdding a payment manually records a transaction in Bookelio. It does not debit the customer's account. Do not select Mollie or Stripe to simulate money received that does not exist with that provider, and do not re-enter an online payment that has already been confirmed.\nThe suggested amount is the outstanding balance, but you must still check it. If €40 has been received against a €100 request, record €40, not the full amount. The request remains partially paid until the balance is received.","markdown":"1. Open the relevant request and check the existing payments.\n2. Choose Add Payment.\n3. For money received outside the online payment process, choose the external processor.\n4. Enter the amount actually received, the date and, if available, a reference that will help you find the transaction.\n5. Choose the status that reflects the actual payment situation and confirm.\n\nAdding a payment manually records a transaction in Bookelio. It does not debit the customer's account. Do not select Mollie or Stripe to simulate money received that does not exist with that provider, and do not re-enter an online payment that has already been confirmed.\n\nThe suggested amount is the outstanding balance, but you must still check it. If €40 has been received against a €100 request, record €40, not the full amount. The request remains partially paid until the balance is received.","anchor":"recording-a-bank-transfer-or-manual-payment","url":"https://app.bookelio.app/docs/en/payments#recording-a-bank-transfer-or-manual-payment"},{"id":"paiements#understanding-statuses-and-the-balance","title":"Understanding statuses and the balance","depth":2,"text":"Payment status\nMeaning in Bookelio\nPending\nThe payment is not yet confirmed and does not count as money received.\nCompleted\nThe payment contributes to the total paid.\nFailed\nThis attempt does not count as a successful payment.\nThe details distinguish the total paid, refunds and the net amount. Pending refunds, as well as completed ones, are taken into account when calculating amounts already committed to a refund; failed refunds are not.\nExample: a €100 request has received €100, then a €20 refund is recorded. The displayed net amount decreases. This does not necessarily mean that you intend to ask the customer for another €20: the commercial context and any credit notes must also be considered.","markdown":"| Payment status | Meaning in Bookelio |\n| --- | --- |\n| Pending | The payment is not yet confirmed and does not count as money received. |\n| Completed | The payment contributes to the total paid. |\n| Failed | This attempt does not count as a successful payment. |\n\nThe details distinguish the total paid, refunds and the net amount. Pending refunds, as well as completed ones, are taken into account when calculating amounts already committed to a refund; failed refunds are not.\n\nExample: a €100 request has received €100, then a €20 refund is recorded. The displayed net amount decreases. This does not necessarily mean that you intend to ask the customer for another €20: the commercial context and any [credit notes](/docs/en/invoices-and-credit-notes) must also be considered.","anchor":"understanding-statuses-and-the-balance","url":"https://app.bookelio.app/docs/en/payments#understanding-statuses-and-the-balance"},{"id":"paiements#refunding-a-payment","title":"Refunding a payment","depth":2,"text":"Open the refund action on a completed payment that still has a refundable amount. Enter the amount, the reason and, for a manual transaction, a useful tracking reference.\nFor Mollie or Stripe, this action actually requests a refund from the provider. For an external payment, it records a manual refund: make the corresponding bank transfer or return of funds separately according to your procedure. A refund cannot exceed the original payment minus the refunds already committed.\nCredit pack purchases cannot be refunded through this generic action: their handling also requires an adjustment to the credits. Contact your administrator for this case. A refund does not automatically create a credit note and does not, by itself, cancel a booking.","markdown":"Open the refund action on a completed payment that still has a refundable amount. Enter the amount, the reason and, for a manual transaction, a useful tracking reference.\n\nFor Mollie or Stripe, this action actually requests a refund from the provider. For an external payment, it records a manual refund: make the corresponding bank transfer or return of funds separately according to your procedure. A refund cannot exceed the original payment minus the refunds already committed.\n\nCredit pack purchases cannot be refunded through this generic action: their handling also requires an adjustment to the credits. Contact your administrator for this case. A refund does not automatically create a credit note and does not, by itself, cancel a booking.","anchor":"refunding-a-payment","url":"https://app.bookelio.app/docs/en/payments#refunding-a-payment"},{"id":"paiements#editing-filtering-and-checking","title":"Editing, filtering and checking","depth":2,"text":"A request can be edited as long as it has no payments and no documents that have not been deleted. Once a financial history exists, changes to the line items, language and buyer reference are blocked, even if a payment attempt failed. Do not create a duplicate to work around this protection.\nThe request list can be filtered by creation dates and customer. The Payments list provides date, customer, status and processor filters, as well as a CSV export of all results matching the filters, not just the visible page. To investigate an unexplained amount, start with the payment, open its request and examine the linked documents.\nIf you are unsure about money received, note the reference, amount, date and exact message. Read the troubleshooting guide before retrying an action that could debit or refund money.","markdown":"A request can be edited as long as it has no payments and no documents that have not been deleted. Once a financial history exists, changes to the line items, language and buyer reference are blocked, even if a payment attempt failed. Do not create a duplicate to work around this protection.\n\nThe request list can be filtered by creation dates and customer. The Payments list provides date, customer, status and processor filters, as well as a CSV export of all results matching the filters, not just the visible page. To investigate an unexplained amount, start with the payment, open its request and examine the linked documents.\n\nIf you are unsure about money received, note the reference, amount, date and exact message. Read the [troubleshooting guide](/docs/en/troubleshooting) before retrying an action that could debit or refund money.","anchor":"editing-filtering-and-checking","url":"https://app.bookelio.app/docs/en/payments#editing-filtering-and-checking"}]},{"id":"factures-et-avoirs","slug":"invoices-and-credit-notes","locale":"en","title":"Creating, sending and tracking invoices and credit notes","description":"Understand commercial documents, create an invoice or credit note, handle amounts already paid and export your documents.","category":"finances","audience":["gestionnaire"],"keywords":["invoice","credit note","credit memo","PDF","XML","UBL","due date","invoicing"],"updatedAt":"2026-09-07","url":"https://app.bookelio.app/docs/en/invoices-and-credit-notes","markdownUrl":"https://app.bookelio.app/docs/en/invoices-and-credit-notes/markdown","markdown":"## The role of documents in Bookelio\n\nThe Documents page brings together invoices, credit notes — also known as credit memos — and incoming documents. An invoice describes a sale. A credit note records a commercial adjustment. Money received and refunds continue to be tracked separately through [payment requests](/docs/en/payments).\n\nThis guide explains how the software works, not which tax or accounting treatment to choose. Have your rates, exemption reasons, numbering rules and correction procedures checked by the person responsible for your accounts.\n\n## Preparing the necessary information\n\nBefore your first invoice, complete the [business settings](/docs/en/settings): legal name, tax identifier, address, contact details and relevant bank accounts. Add your logo if you want it to appear on PDFs. Also check the customer's billing identity, country and VAT number, if they have one.\n\nThe document is created from the information supplied at the time it is generated. Changing a customer record or price afterwards should not be treated as a correction to an invoice already issued. Check the data before confirming.\n\n## Creating an invoice directly\n\n1. In Documents, choose New Document and the Invoices tab.\n2. Select the customer, or create one from the form if necessary.\n3. Check the seller's and buyer's details.\n4. Enter the issue date. You can provide a document number if your procedure requires one; otherwise, let Bookelio generate it.\n5. Enter the due date. An invoice for an amount greater than zero requires payment terms, including when you enter an amount already paid.\n6. Add the line items: description, quantity, unit, unit price excluding VAT, VAT rate and tax category. Complete the exemption reasons where applicable.\n7. Optionally add the buyer reference and the amount already paid.\n8. Check the totals, then create the document.\n\nSelecting a customer may trigger a check of their eligibility for reverse charge. The displayed indication helps with configuration; it does not replace checking the nature of your transaction. Do not select a zero rate merely to make a validation error disappear.\n\nBookelio checks the structured document when it is created. An error may relate to missing information, inconsistent tax or totals, or an unavailable validation service. Keep the exact message and correct the identified cause.\n\n## Creating an invoice from a payment request\n\nIf the sale already has a payment request, open its details. The invoice creation action appears when no invoice that has not been deleted is already linked to that request.\n\nThe confirmation lets you specify a number, issue date and due date. The line items come from the request and the invoice uses its language. The dialogue also asks a separate question: should a completed payment transaction be added?\n\nChoose no if the payment is already recorded or if you are creating an invoice that still needs to be paid. Choose yes only when you actually need to record the corresponding payment. This option adds an external payment; it does not charge the customer. Take particular care with this choice on a request that already includes a deposit, to avoid counting money received twice.\n\n## Using the amount already paid\n\nWhen creating an invoice directly, the Amount Already Paid field can record a payment received earlier. This amount cannot exceed the invoice total. A positive amount creates a completed external payment on the linked request.\n\nThe PDF document and its structured version distinguish the prepayment from the outstanding amount. Example: an invoice for €300 with €100 already received should show €200 to pay. If the amount due reaches zero, the PDF displays the corresponding payment indication.\n\nFor an existing invoice that has not yet been fully paid, the Mark as Paid action is offered when its linked request has a positive outstanding balance. It records money actually received; it does not initiate a bank payment.\n\n## Creating a credit note\n\n1. Open New Document and choose Credit Notes.\n2. Select the relevant customer.\n3. Enter the document information and the line items for the adjustment.\n4. Where relevant, enter the original invoice reference in the field provided.\n5. Check the amounts and taxes before creating the credit note.\n\nA credit note has its own document type: do not arbitrarily turn all quantities into negative numbers. Follow the meaning and values expected by the form and your accounting procedure.\n\nCreating a credit note does not automatically transfer money to the customer. If money must be returned, also handle the [payment refund](/docs/en/payments). Likewise, cancelling a training session or booking and correcting the documents are separate actions that need to be checked together.\n\n## Viewing, sending and exporting\n\nEach document row offers a PDF preview. The action menu lets you download the PDF, download XML when a structured version exists, send by email when the conditions are met and send via [Peppol](/docs/en/peppol).\n\nThe PDF is intended for people to read. The UBL XML contains the structured data used for electronic exchanges. Downloading a document sends nothing to the customer; sending by email and sending via Peppol are two different actions. An invoice being sent does not mean it is paid.\n\nFilter outgoing documents by period and customer. Sorting supports fields including the number, issue date, due date and total. The export gathers the documents matching the filters into a ZIP archive, containing PDFs, XML files or both, depending on the selected option.\n\n## Automation and important limitations\n\nIn Invoicing settings, three options are independent: generating an invoice after payment for time-slot bookings, generating one after payment for training registrations, and generating one when a training balance is requested. Invoices generated after payment are sent by email and, where possible, via Peppol. The balance reminder keeps its link to the payment interface. These functions require working email and storage services.\n\nThe dashboard does not offer invoice deletion. Do not try to make a document disappear to correct a sale. If there is an error, identify the appropriate correction with your manager and examine the linked documents from the payment request.","text":"The role of documents in Bookelio\nThe Documents page brings together invoices, credit notes — also known as credit memos — and incoming documents. An invoice describes a sale. A credit note records a commercial adjustment. Money received and refunds continue to be tracked separately through payment requests.\nThis guide explains how the software works, not which tax or accounting treatment to choose. Have your rates, exemption reasons, numbering rules and correction procedures checked by the person responsible for your accounts.\nPreparing the necessary information\nBefore your first invoice, complete the business settings: legal name, tax identifier, address, contact details and relevant bank accounts. Add your logo if you want it to appear on PDFs. Also check the customer's billing identity, country and VAT number, if they have one.\nThe document is created from the information supplied at the time it is generated. Changing a customer record or price afterwards should not be treated as a correction to an invoice already issued. Check the data before confirming.\nCreating an invoice directly\nIn Documents, choose New Document and the Invoices tab.\nSelect the customer, or create one from the form if necessary.\nCheck the seller's and buyer's details.\nEnter the issue date. You can provide a document number if your procedure requires one; otherwise, let Bookelio generate it.\nEnter the due date. An invoice for an amount greater than zero requires payment terms, including when you enter an amount already paid.\nAdd the line items: description, quantity, unit, unit price excluding VAT, VAT rate and tax category. Complete the exemption reasons where applicable.\nOptionally add the buyer reference and the amount already paid.\nCheck the totals, then create the document.\nSelecting a customer may trigger a check of their eligibility for reverse charge. The displayed indication helps with configuration; it does not replace checking the nature of your transaction. Do not select a zero rate merely to make a validation error disappear.\nBookelio checks the structured document when it is created. An error may relate to missing information, inconsistent tax or totals, or an unavailable validation service. Keep the exact message and correct the identified cause.\nCreating an invoice from a payment request\nIf the sale already has a payment request, open its details. The invoice creation action appears when no invoice that has not been deleted is already linked to that request.\nThe confirmation lets you specify a number, issue date and due date. The line items come from the request and the invoice uses its language. The dialogue also asks a separate question: should a completed payment transaction be added?\nChoose no if the payment is already recorded or if you are creating an invoice that still needs to be paid. Choose yes only when you actually need to record the corresponding payment. This option adds an external payment; it does not charge the customer. Take particular care with this choice on a request that already includes a deposit, to avoid counting money received twice.\nUsing the amount already paid\nWhen creating an invoice directly, the Amount Already Paid field can record a payment received earlier. This amount cannot exceed the invoice total. A positive amount creates a completed external payment on the linked request.\nThe PDF document and its structured version distinguish the prepayment from the outstanding amount. Example: an invoice for €300 with €100 already received should show €200 to pay. If the amount due reaches zero, the PDF displays the corresponding payment indication.\nFor an existing invoice that has not yet been fully paid, the Mark as Paid action is offered when its linked request has a positive outstanding balance. It records money actually received; it does not initiate a bank payment.\nCreating a credit note\nOpen New Document and choose Credit Notes.\nSelect the relevant customer.\nEnter the document information and the line items for the adjustment.\nWhere relevant, enter the original invoice reference in the field provided.\nCheck the amounts and taxes before creating the credit note.\nA credit note has its own document type: do not arbitrarily turn all quantities into negative numbers. Follow the meaning and values expected by the form and your accounting procedure.\nCreating a credit note does not automatically transfer money to the customer. If money must be returned, also handle the payment refund. Likewise, cancelling a training session or booking and correcting the documents are separate actions that need to be checked together.\nViewing, sending and exporting\nEach document row offers a PDF preview. The action menu lets you download the PDF, download XML when a structured version exists, send by email when the conditions are met and send via Peppol.\nThe PDF is intended for people to read. The UBL XML contains the structured data used for electronic exchanges. Downloading a document sends nothing to the customer; sending by email and sending via Peppol are two different actions. An invoice being sent does not mean it is paid.\nFilter outgoing documents by period and customer. Sorting supports fields including the number, issue date, due date and total. The export gathers the documents matching the filters into a ZIP archive, containing PDFs, XML files or both, depending on the selected option.\nAutomation and important limitations\nIn Invoicing settings, three options are independent: generating an invoice after payment for time-slot bookings, generating one after payment for training registrations, and generating one when a training balance is requested. Invoices generated after payment are sent by email and, where possible, via Peppol. The balance reminder keeps its link to the payment interface. These functions require working email and storage services.\nThe dashboard does not offer invoice deletion. Do not try to make a document disappear to correct a sale. If there is an error, identify the appropriate correction with your manager and examine the linked documents from the payment request.","sections":[{"id":"factures-et-avoirs#the-role-of-documents-in-bookelio","title":"The role of documents in Bookelio","depth":2,"text":"The Documents page brings together invoices, credit notes — also known as credit memos — and incoming documents. An invoice describes a sale. A credit note records a commercial adjustment. Money received and refunds continue to be tracked separately through payment requests.\nThis guide explains how the software works, not which tax or accounting treatment to choose. Have your rates, exemption reasons, numbering rules and correction procedures checked by the person responsible for your accounts.","markdown":"The Documents page brings together invoices, credit notes — also known as credit memos — and incoming documents. An invoice describes a sale. A credit note records a commercial adjustment. Money received and refunds continue to be tracked separately through [payment requests](/docs/en/payments).\n\nThis guide explains how the software works, not which tax or accounting treatment to choose. Have your rates, exemption reasons, numbering rules and correction procedures checked by the person responsible for your accounts.","anchor":"the-role-of-documents-in-bookelio","url":"https://app.bookelio.app/docs/en/invoices-and-credit-notes#the-role-of-documents-in-bookelio"},{"id":"factures-et-avoirs#preparing-the-necessary-information","title":"Preparing the necessary information","depth":2,"text":"Before your first invoice, complete the business settings: legal name, tax identifier, address, contact details and relevant bank accounts. Add your logo if you want it to appear on PDFs. Also check the customer's billing identity, country and VAT number, if they have one.\nThe document is created from the information supplied at the time it is generated. Changing a customer record or price afterwards should not be treated as a correction to an invoice already issued. Check the data before confirming.","markdown":"Before your first invoice, complete the [business settings](/docs/en/settings): legal name, tax identifier, address, contact details and relevant bank accounts. Add your logo if you want it to appear on PDFs. Also check the customer's billing identity, country and VAT number, if they have one.\n\nThe document is created from the information supplied at the time it is generated. Changing a customer record or price afterwards should not be treated as a correction to an invoice already issued. Check the data before confirming.","anchor":"preparing-the-necessary-information","url":"https://app.bookelio.app/docs/en/invoices-and-credit-notes#preparing-the-necessary-information"},{"id":"factures-et-avoirs#creating-an-invoice-directly","title":"Creating an invoice directly","depth":2,"text":"In Documents, choose New Document and the Invoices tab.\nSelect the customer, or create one from the form if necessary.\nCheck the seller's and buyer's details.\nEnter the issue date. You can provide a document number if your procedure requires one; otherwise, let Bookelio generate it.\nEnter the due date. An invoice for an amount greater than zero requires payment terms, including when you enter an amount already paid.\nAdd the line items: description, quantity, unit, unit price excluding VAT, VAT rate and tax category. Complete the exemption reasons where applicable.\nOptionally add the buyer reference and the amount already paid.\nCheck the totals, then create the document.\nSelecting a customer may trigger a check of their eligibility for reverse charge. The displayed indication helps with configuration; it does not replace checking the nature of your transaction. Do not select a zero rate merely to make a validation error disappear.\nBookelio checks the structured document when it is created. An error may relate to missing information, inconsistent tax or totals, or an unavailable validation service. Keep the exact message and correct the identified cause.","markdown":"1. In Documents, choose New Document and the Invoices tab.\n2. Select the customer, or create one from the form if necessary.\n3. Check the seller's and buyer's details.\n4. Enter the issue date. You can provide a document number if your procedure requires one; otherwise, let Bookelio generate it.\n5. Enter the due date. An invoice for an amount greater than zero requires payment terms, including when you enter an amount already paid.\n6. Add the line items: description, quantity, unit, unit price excluding VAT, VAT rate and tax category. Complete the exemption reasons where applicable.\n7. Optionally add the buyer reference and the amount already paid.\n8. Check the totals, then create the document.\n\nSelecting a customer may trigger a check of their eligibility for reverse charge. The displayed indication helps with configuration; it does not replace checking the nature of your transaction. Do not select a zero rate merely to make a validation error disappear.\n\nBookelio checks the structured document when it is created. An error may relate to missing information, inconsistent tax or totals, or an unavailable validation service. Keep the exact message and correct the identified cause.","anchor":"creating-an-invoice-directly","url":"https://app.bookelio.app/docs/en/invoices-and-credit-notes#creating-an-invoice-directly"},{"id":"factures-et-avoirs#creating-an-invoice-from-a-payment-request","title":"Creating an invoice from a payment request","depth":2,"text":"If the sale already has a payment request, open its details. The invoice creation action appears when no invoice that has not been deleted is already linked to that request.\nThe confirmation lets you specify a number, issue date and due date. The line items come from the request and the invoice uses its language. The dialogue also asks a separate question: should a completed payment transaction be added?\nChoose no if the payment is already recorded or if you are creating an invoice that still needs to be paid. Choose yes only when you actually need to record the corresponding payment. This option adds an external payment; it does not charge the customer. Take particular care with this choice on a request that already includes a deposit, to avoid counting money received twice.","markdown":"If the sale already has a payment request, open its details. The invoice creation action appears when no invoice that has not been deleted is already linked to that request.\n\nThe confirmation lets you specify a number, issue date and due date. The line items come from the request and the invoice uses its language. The dialogue also asks a separate question: should a completed payment transaction be added?\n\nChoose no if the payment is already recorded or if you are creating an invoice that still needs to be paid. Choose yes only when you actually need to record the corresponding payment. This option adds an external payment; it does not charge the customer. Take particular care with this choice on a request that already includes a deposit, to avoid counting money received twice.","anchor":"creating-an-invoice-from-a-payment-request","url":"https://app.bookelio.app/docs/en/invoices-and-credit-notes#creating-an-invoice-from-a-payment-request"},{"id":"factures-et-avoirs#using-the-amount-already-paid","title":"Using the amount already paid","depth":2,"text":"When creating an invoice directly, the Amount Already Paid field can record a payment received earlier. This amount cannot exceed the invoice total. A positive amount creates a completed external payment on the linked request.\nThe PDF document and its structured version distinguish the prepayment from the outstanding amount. Example: an invoice for €300 with €100 already received should show €200 to pay. If the amount due reaches zero, the PDF displays the corresponding payment indication.\nFor an existing invoice that has not yet been fully paid, the Mark as Paid action is offered when its linked request has a positive outstanding balance. It records money actually received; it does not initiate a bank payment.","markdown":"When creating an invoice directly, the Amount Already Paid field can record a payment received earlier. This amount cannot exceed the invoice total. A positive amount creates a completed external payment on the linked request.\n\nThe PDF document and its structured version distinguish the prepayment from the outstanding amount. Example: an invoice for €300 with €100 already received should show €200 to pay. If the amount due reaches zero, the PDF displays the corresponding payment indication.\n\nFor an existing invoice that has not yet been fully paid, the Mark as Paid action is offered when its linked request has a positive outstanding balance. It records money actually received; it does not initiate a bank payment.","anchor":"using-the-amount-already-paid","url":"https://app.bookelio.app/docs/en/invoices-and-credit-notes#using-the-amount-already-paid"},{"id":"factures-et-avoirs#creating-a-credit-note","title":"Creating a credit note","depth":2,"text":"Open New Document and choose Credit Notes.\nSelect the relevant customer.\nEnter the document information and the line items for the adjustment.\nWhere relevant, enter the original invoice reference in the field provided.\nCheck the amounts and taxes before creating the credit note.\nA credit note has its own document type: do not arbitrarily turn all quantities into negative numbers. Follow the meaning and values expected by the form and your accounting procedure.\nCreating a credit note does not automatically transfer money to the customer. If money must be returned, also handle the payment refund. Likewise, cancelling a training session or booking and correcting the documents are separate actions that need to be checked together.","markdown":"1. Open New Document and choose Credit Notes.\n2. Select the relevant customer.\n3. Enter the document information and the line items for the adjustment.\n4. Where relevant, enter the original invoice reference in the field provided.\n5. Check the amounts and taxes before creating the credit note.\n\nA credit note has its own document type: do not arbitrarily turn all quantities into negative numbers. Follow the meaning and values expected by the form and your accounting procedure.\n\nCreating a credit note does not automatically transfer money to the customer. If money must be returned, also handle the [payment refund](/docs/en/payments). Likewise, cancelling a training session or booking and correcting the documents are separate actions that need to be checked together.","anchor":"creating-a-credit-note","url":"https://app.bookelio.app/docs/en/invoices-and-credit-notes#creating-a-credit-note"},{"id":"factures-et-avoirs#viewing-sending-and-exporting","title":"Viewing, sending and exporting","depth":2,"text":"Each document row offers a PDF preview. The action menu lets you download the PDF, download XML when a structured version exists, send by email when the conditions are met and send via Peppol.\nThe PDF is intended for people to read. The UBL XML contains the structured data used for electronic exchanges. Downloading a document sends nothing to the customer; sending by email and sending via Peppol are two different actions. An invoice being sent does not mean it is paid.\nFilter outgoing documents by period and customer. Sorting supports fields including the number, issue date, due date and total. The export gathers the documents matching the filters into a ZIP archive, containing PDFs, XML files or both, depending on the selected option.","markdown":"Each document row offers a PDF preview. The action menu lets you download the PDF, download XML when a structured version exists, send by email when the conditions are met and send via [Peppol](/docs/en/peppol).\n\nThe PDF is intended for people to read. The UBL XML contains the structured data used for electronic exchanges. Downloading a document sends nothing to the customer; sending by email and sending via Peppol are two different actions. An invoice being sent does not mean it is paid.\n\nFilter outgoing documents by period and customer. Sorting supports fields including the number, issue date, due date and total. The export gathers the documents matching the filters into a ZIP archive, containing PDFs, XML files or both, depending on the selected option.","anchor":"viewing-sending-and-exporting","url":"https://app.bookelio.app/docs/en/invoices-and-credit-notes#viewing-sending-and-exporting"},{"id":"factures-et-avoirs#automation-and-important-limitations","title":"Automation and important limitations","depth":2,"text":"In Invoicing settings, three options are independent: generating an invoice after payment for time-slot bookings, generating one after payment for training registrations, and generating one when a training balance is requested. Invoices generated after payment are sent by email and, where possible, via Peppol. The balance reminder keeps its link to the payment interface. These functions require working email and storage services.\nThe dashboard does not offer invoice deletion. Do not try to make a document disappear to correct a sale. If there is an error, identify the appropriate correction with your manager and examine the linked documents from the payment request.","markdown":"In Invoicing settings, three options are independent: generating an invoice after payment for time-slot bookings, generating one after payment for training registrations, and generating one when a training balance is requested. Invoices generated after payment are sent by email and, where possible, via Peppol. The balance reminder keeps its link to the payment interface. These functions require working email and storage services.\n\nThe dashboard does not offer invoice deletion. Do not try to make a document disappear to correct a sale. If there is an error, identify the appropriate correction with your manager and examine the linked documents from the payment request.","anchor":"automation-and-important-limitations","url":"https://app.bookelio.app/docs/en/invoices-and-credit-notes#automation-and-important-limitations"}]},{"id":"peppol","slug":"peppol","locale":"en","title":"Sending and receiving documents through Peppol","description":"Prepare Peppol access, send invoices and credit notes, understand their statuses and view incoming documents.","category":"finances","audience":["gestionnaire"],"keywords":["Peppol","electronic invoice","UBL","XML","receiving","sending","failure"],"updatedAt":"2026-09-07","url":"https://app.bookelio.app/docs/en/peppol","markdownUrl":"https://app.bookelio.app/docs/en/peppol/markdown","markdown":"## What Peppol does in Bookelio\n\nThe Peppol integration lets you send invoices and credit notes in a structured format, then track the outcome of their transmission. It also lets you view documents received for the receiving identifiers associated with your organisation.\n\nA Peppol transmission is neither a payment nor an email. An invoice can have been sent through Peppol without being paid. The UBL XML file contains the structured data; the PDF lets you read the document. These two representations do not correspond to two separate sales.\n\nThis guide describes how to use Bookelio. It does not determine the electronic invoicing obligations that apply to your business or to a particular transaction.\n\n## Preparing to send\n\nFirst check the [business information](/docs/en/settings), its tax identifier and address, and the customer's details. The sender's and recipient's Peppol identifiers are used to route the document: a trading name alone is not enough to identify an inbox.\n\nThe organisation can use its own Peppol provider credentials, configured under Credentials, or the platform's default service when available. In the latter case, a Bookelio superadministrator must authorise your organisation's sending identifier. This authorisation is not a setting you can change through ordinary dashboard variables.\n\nIf Bookelio indicates that Peppol access is not enabled or that the sender's identifier is not authorised, contact the platform administrator. Adding a number to another record or recreating the invoice without correcting the configuration will not solve this problem.\n\n## Sending an invoice or credit note\n\n1. Create the document following the [invoicing guide](/docs/en/invoices-and-credit-notes).\n2. In Documents, open the Invoices or Credit Notes tab and find the relevant document.\n3. Check the customer, number, amounts and PDF before sending anything.\n4. Open the row's action menu and choose to send through Peppol.\n5. Wait for the result, then check the document's Peppol badge.\n\nThe action requires the structured version of the document and the relevant permissions. It is not offered when a transmission is already pending or the latest transmission succeeded. Do not use multiple tabs to try to force simultaneous transmissions.\n\nSome automatic invoicing processes also attempt a Peppol transmission when possible. Check the history before sending manually: the document may already have been sent by that process.\n\n## Reading statuses and history\n\n| Peppol status | Practical meaning |\n| --- | --- |\n| Pending | A transmission is in progress. Wait for its result before trying again. |\n| Sent via Peppol | Bookelio has received confirmation of a successful transmission. This status does not prove that the invoice has been paid. |\n| Peppol failed | The transmission did not succeed. Check the history and message before trying again. |\n\nClick the Peppol badge to open the history. It shows the submission date, last update, status and, when available, the error message. This information helps distinguish a data problem from a configuration issue or a problem with the provider's availability.\n\nExample: you have created an invoice and started sending it. The badge stays Pending. The PDF can still be downloaded, because creating or viewing the document does not mean that its external transmission is complete. Keep the existing invoice and have the transmission investigated rather than creating a second one.\n\n## Handling common errors\n\n### The sending identifier is not authorised\n\nThe default service may be working without being authorised for your organisation yet. Give the administrator the document number and exact message. Authorising the sender is the superadministrator's responsibility; your invoice management permissions are not enough to change it.\n\n### The recipient's details are incorrect\n\nCompare the customer's details with those used in the document. Correcting a customer record does not imply rewriting XML that has already been created. Ask which correction procedure to apply to the existing document before another transmission.\n\n### A transmission remains pending\n\nRefresh the list after a reasonable wait, then open the history. If the status does not change, give its date and number to your administrator. Do not treat a delay alone as a definitive failure or keep sending the document repeatedly.\n\n### The send button is missing\n\nCheck your permissions, whether the XML version exists, the type of view — outgoing or incoming — and the status of the latest transmission. A missing action can be a normal safeguard against sending again.\n\n## Enabling and using document reception\n\nReceiving documents requires a separate registration of the organisation's identifiers through the Bookelio superadministration. An organisation can have several receiving identifiers, but one identifier cannot be assigned to several organisations on the platform.\n\nRegistration for receiving and authorisation for sending are two separate matters. You do not need to enable receiving in order to send when sending is correctly configured. Conversely, having successfully sent invoices does not prove that your receiving registration is in place.\n\nTo view received documents, open Documents and then the incoming documents tab. Find the document and open its details and PDF preview. You are viewing documents addressed to the active organisation, not a global inbox covering every organisation.\n\nReceiving a supplier invoice does not pay it. Follow your usual checking and payment procedure; do not confuse it with the payment requests you send to your own customers.\n\n## Information to provide when asking for help\n\nPrepare the organisation name, document number and type, whether it is incoming or outgoing, the attempt date and the message shown in the history. Never share the provider's secret credentials in a screenshot or support message. The [troubleshooting guide](/docs/en/troubleshooting) helps you check common causes without altering your data.","text":"What Peppol does in Bookelio\nThe Peppol integration lets you send invoices and credit notes in a structured format, then track the outcome of their transmission. It also lets you view documents received for the receiving identifiers associated with your organisation.\nA Peppol transmission is neither a payment nor an email. An invoice can have been sent through Peppol without being paid. The UBL XML file contains the structured data; the PDF lets you read the document. These two representations do not correspond to two separate sales.\nThis guide describes how to use Bookelio. It does not determine the electronic invoicing obligations that apply to your business or to a particular transaction.\nPreparing to send\nFirst check the business information, its tax identifier and address, and the customer's details. The sender's and recipient's Peppol identifiers are used to route the document: a trading name alone is not enough to identify an inbox.\nThe organisation can use its own Peppol provider credentials, configured under Credentials, or the platform's default service when available. In the latter case, a Bookelio superadministrator must authorise your organisation's sending identifier. This authorisation is not a setting you can change through ordinary dashboard variables.\nIf Bookelio indicates that Peppol access is not enabled or that the sender's identifier is not authorised, contact the platform administrator. Adding a number to another record or recreating the invoice without correcting the configuration will not solve this problem.\nSending an invoice or credit note\nCreate the document following the invoicing guide.\nIn Documents, open the Invoices or Credit Notes tab and find the relevant document.\nCheck the customer, number, amounts and PDF before sending anything.\nOpen the row's action menu and choose to send through Peppol.\nWait for the result, then check the document's Peppol badge.\nThe action requires the structured version of the document and the relevant permissions. It is not offered when a transmission is already pending or the latest transmission succeeded. Do not use multiple tabs to try to force simultaneous transmissions.\nSome automatic invoicing processes also attempt a Peppol transmission when possible. Check the history before sending manually: the document may already have been sent by that process.\nReading statuses and history\nPeppol status\nPractical meaning\nPending\nA transmission is in progress. Wait for its result before trying again.\nSent via Peppol\nBookelio has received confirmation of a successful transmission. This status does not prove that the invoice has been paid.\nPeppol failed\nThe transmission did not succeed. Check the history and message before trying again.\nClick the Peppol badge to open the history. It shows the submission date, last update, status and, when available, the error message. This information helps distinguish a data problem from a configuration issue or a problem with the provider's availability.\nExample: you have created an invoice and started sending it. The badge stays Pending. The PDF can still be downloaded, because creating or viewing the document does not mean that its external transmission is complete. Keep the existing invoice and have the transmission investigated rather than creating a second one.\nHandling common errors\nThe sending identifier is not authorised\nThe default service may be working without being authorised for your organisation yet. Give the administrator the document number and exact message. Authorising the sender is the superadministrator's responsibility; your invoice management permissions are not enough to change it.\nThe recipient's details are incorrect\nCompare the customer's details with those used in the document. Correcting a customer record does not imply rewriting XML that has already been created. Ask which correction procedure to apply to the existing document before another transmission.\nA transmission remains pending\nRefresh the list after a reasonable wait, then open the history. If the status does not change, give its date and number to your administrator. Do not treat a delay alone as a definitive failure or keep sending the document repeatedly.\nThe send button is missing\nCheck your permissions, whether the XML version exists, the type of view — outgoing or incoming — and the status of the latest transmission. A missing action can be a normal safeguard against sending again.\nEnabling and using document reception\nReceiving documents requires a separate registration of the organisation's identifiers through the Bookelio superadministration. An organisation can have several receiving identifiers, but one identifier cannot be assigned to several organisations on the platform.\nRegistration for receiving and authorisation for sending are two separate matters. You do not need to enable receiving in order to send when sending is correctly configured. Conversely, having successfully sent invoices does not prove that your receiving registration is in place.\nTo view received documents, open Documents and then the incoming documents tab. Find the document and open its details and PDF preview. You are viewing documents addressed to the active organisation, not a global inbox covering every organisation.\nReceiving a supplier invoice does not pay it. Follow your usual checking and payment procedure; do not confuse it with the payment requests you send to your own customers.\nInformation to provide when asking for help\nPrepare the organisation name, document number and type, whether it is incoming or outgoing, the attempt date and the message shown in the history. Never share the provider's secret credentials in a screenshot or support message. The troubleshooting guide helps you check common causes without altering your data.","sections":[{"id":"peppol#what-peppol-does-in-bookelio","title":"What Peppol does in Bookelio","depth":2,"text":"The Peppol integration lets you send invoices and credit notes in a structured format, then track the outcome of their transmission. It also lets you view documents received for the receiving identifiers associated with your organisation.\nA Peppol transmission is neither a payment nor an email. An invoice can have been sent through Peppol without being paid. The UBL XML file contains the structured data; the PDF lets you read the document. These two representations do not correspond to two separate sales.\nThis guide describes how to use Bookelio. It does not determine the electronic invoicing obligations that apply to your business or to a particular transaction.","markdown":"The Peppol integration lets you send invoices and credit notes in a structured format, then track the outcome of their transmission. It also lets you view documents received for the receiving identifiers associated with your organisation.\n\nA Peppol transmission is neither a payment nor an email. An invoice can have been sent through Peppol without being paid. The UBL XML file contains the structured data; the PDF lets you read the document. These two representations do not correspond to two separate sales.\n\nThis guide describes how to use Bookelio. It does not determine the electronic invoicing obligations that apply to your business or to a particular transaction.","anchor":"what-peppol-does-in-bookelio","url":"https://app.bookelio.app/docs/en/peppol#what-peppol-does-in-bookelio"},{"id":"peppol#preparing-to-send","title":"Preparing to send","depth":2,"text":"First check the business information, its tax identifier and address, and the customer's details. The sender's and recipient's Peppol identifiers are used to route the document: a trading name alone is not enough to identify an inbox.\nThe organisation can use its own Peppol provider credentials, configured under Credentials, or the platform's default service when available. In the latter case, a Bookelio superadministrator must authorise your organisation's sending identifier. This authorisation is not a setting you can change through ordinary dashboard variables.\nIf Bookelio indicates that Peppol access is not enabled or that the sender's identifier is not authorised, contact the platform administrator. Adding a number to another record or recreating the invoice without correcting the configuration will not solve this problem.","markdown":"First check the [business information](/docs/en/settings), its tax identifier and address, and the customer's details. The sender's and recipient's Peppol identifiers are used to route the document: a trading name alone is not enough to identify an inbox.\n\nThe organisation can use its own Peppol provider credentials, configured under Credentials, or the platform's default service when available. In the latter case, a Bookelio superadministrator must authorise your organisation's sending identifier. This authorisation is not a setting you can change through ordinary dashboard variables.\n\nIf Bookelio indicates that Peppol access is not enabled or that the sender's identifier is not authorised, contact the platform administrator. Adding a number to another record or recreating the invoice without correcting the configuration will not solve this problem.","anchor":"preparing-to-send","url":"https://app.bookelio.app/docs/en/peppol#preparing-to-send"},{"id":"peppol#sending-an-invoice-or-credit-note","title":"Sending an invoice or credit note","depth":2,"text":"Create the document following the invoicing guide.\nIn Documents, open the Invoices or Credit Notes tab and find the relevant document.\nCheck the customer, number, amounts and PDF before sending anything.\nOpen the row's action menu and choose to send through Peppol.\nWait for the result, then check the document's Peppol badge.\nThe action requires the structured version of the document and the relevant permissions. It is not offered when a transmission is already pending or the latest transmission succeeded. Do not use multiple tabs to try to force simultaneous transmissions.\nSome automatic invoicing processes also attempt a Peppol transmission when possible. Check the history before sending manually: the document may already have been sent by that process.","markdown":"1. Create the document following the [invoicing guide](/docs/en/invoices-and-credit-notes).\n2. In Documents, open the Invoices or Credit Notes tab and find the relevant document.\n3. Check the customer, number, amounts and PDF before sending anything.\n4. Open the row's action menu and choose to send through Peppol.\n5. Wait for the result, then check the document's Peppol badge.\n\nThe action requires the structured version of the document and the relevant permissions. It is not offered when a transmission is already pending or the latest transmission succeeded. Do not use multiple tabs to try to force simultaneous transmissions.\n\nSome automatic invoicing processes also attempt a Peppol transmission when possible. Check the history before sending manually: the document may already have been sent by that process.","anchor":"sending-an-invoice-or-credit-note","url":"https://app.bookelio.app/docs/en/peppol#sending-an-invoice-or-credit-note"},{"id":"peppol#reading-statuses-and-history","title":"Reading statuses and history","depth":2,"text":"Peppol status\nPractical meaning\nPending\nA transmission is in progress. Wait for its result before trying again.\nSent via Peppol\nBookelio has received confirmation of a successful transmission. This status does not prove that the invoice has been paid.\nPeppol failed\nThe transmission did not succeed. Check the history and message before trying again.\nClick the Peppol badge to open the history. It shows the submission date, last update, status and, when available, the error message. This information helps distinguish a data problem from a configuration issue or a problem with the provider's availability.\nExample: you have created an invoice and started sending it. The badge stays Pending. The PDF can still be downloaded, because creating or viewing the document does not mean that its external transmission is complete. Keep the existing invoice and have the transmission investigated rather than creating a second one.","markdown":"| Peppol status | Practical meaning |\n| --- | --- |\n| Pending | A transmission is in progress. Wait for its result before trying again. |\n| Sent via Peppol | Bookelio has received confirmation of a successful transmission. This status does not prove that the invoice has been paid. |\n| Peppol failed | The transmission did not succeed. Check the history and message before trying again. |\n\nClick the Peppol badge to open the history. It shows the submission date, last update, status and, when available, the error message. This information helps distinguish a data problem from a configuration issue or a problem with the provider's availability.\n\nExample: you have created an invoice and started sending it. The badge stays Pending. The PDF can still be downloaded, because creating or viewing the document does not mean that its external transmission is complete. Keep the existing invoice and have the transmission investigated rather than creating a second one.","anchor":"reading-statuses-and-history","url":"https://app.bookelio.app/docs/en/peppol#reading-statuses-and-history"},{"id":"peppol#handling-common-errors","title":"Handling common errors","depth":2,"text":"","markdown":"","anchor":"handling-common-errors","url":"https://app.bookelio.app/docs/en/peppol#handling-common-errors"},{"id":"peppol#the-sending-identifier-is-not-authorised","title":"The sending identifier is not authorised","depth":3,"text":"The default service may be working without being authorised for your organisation yet. Give the administrator the document number and exact message. Authorising the sender is the superadministrator's responsibility; your invoice management permissions are not enough to change it.","markdown":"The default service may be working without being authorised for your organisation yet. Give the administrator the document number and exact message. Authorising the sender is the superadministrator's responsibility; your invoice management permissions are not enough to change it.","anchor":"the-sending-identifier-is-not-authorised","url":"https://app.bookelio.app/docs/en/peppol#the-sending-identifier-is-not-authorised"},{"id":"peppol#the-recipient-s-details-are-incorrect","title":"The recipient's details are incorrect","depth":3,"text":"Compare the customer's details with those used in the document. Correcting a customer record does not imply rewriting XML that has already been created. Ask which correction procedure to apply to the existing document before another transmission.","markdown":"Compare the customer's details with those used in the document. Correcting a customer record does not imply rewriting XML that has already been created. Ask which correction procedure to apply to the existing document before another transmission.","anchor":"the-recipient-s-details-are-incorrect","url":"https://app.bookelio.app/docs/en/peppol#the-recipient-s-details-are-incorrect"},{"id":"peppol#a-transmission-remains-pending","title":"A transmission remains pending","depth":3,"text":"Refresh the list after a reasonable wait, then open the history. If the status does not change, give its date and number to your administrator. Do not treat a delay alone as a definitive failure or keep sending the document repeatedly.","markdown":"Refresh the list after a reasonable wait, then open the history. If the status does not change, give its date and number to your administrator. Do not treat a delay alone as a definitive failure or keep sending the document repeatedly.","anchor":"a-transmission-remains-pending","url":"https://app.bookelio.app/docs/en/peppol#a-transmission-remains-pending"},{"id":"peppol#the-send-button-is-missing","title":"The send button is missing","depth":3,"text":"Check your permissions, whether the XML version exists, the type of view — outgoing or incoming — and the status of the latest transmission. A missing action can be a normal safeguard against sending again.","markdown":"Check your permissions, whether the XML version exists, the type of view — outgoing or incoming — and the status of the latest transmission. A missing action can be a normal safeguard against sending again.","anchor":"the-send-button-is-missing","url":"https://app.bookelio.app/docs/en/peppol#the-send-button-is-missing"},{"id":"peppol#enabling-and-using-document-reception","title":"Enabling and using document reception","depth":2,"text":"Receiving documents requires a separate registration of the organisation's identifiers through the Bookelio superadministration. An organisation can have several receiving identifiers, but one identifier cannot be assigned to several organisations on the platform.\nRegistration for receiving and authorisation for sending are two separate matters. You do not need to enable receiving in order to send when sending is correctly configured. Conversely, having successfully sent invoices does not prove that your receiving registration is in place.\nTo view received documents, open Documents and then the incoming documents tab. Find the document and open its details and PDF preview. You are viewing documents addressed to the active organisation, not a global inbox covering every organisation.\nReceiving a supplier invoice does not pay it. Follow your usual checking and payment procedure; do not confuse it with the payment requests you send to your own customers.","markdown":"Receiving documents requires a separate registration of the organisation's identifiers through the Bookelio superadministration. An organisation can have several receiving identifiers, but one identifier cannot be assigned to several organisations on the platform.\n\nRegistration for receiving and authorisation for sending are two separate matters. You do not need to enable receiving in order to send when sending is correctly configured. Conversely, having successfully sent invoices does not prove that your receiving registration is in place.\n\nTo view received documents, open Documents and then the incoming documents tab. Find the document and open its details and PDF preview. You are viewing documents addressed to the active organisation, not a global inbox covering every organisation.\n\nReceiving a supplier invoice does not pay it. Follow your usual checking and payment procedure; do not confuse it with the payment requests you send to your own customers.","anchor":"enabling-and-using-document-reception","url":"https://app.bookelio.app/docs/en/peppol#enabling-and-using-document-reception"},{"id":"peppol#information-to-provide-when-asking-for-help","title":"Information to provide when asking for help","depth":2,"text":"Prepare the organisation name, document number and type, whether it is incoming or outgoing, the attempt date and the message shown in the history. Never share the provider's secret credentials in a screenshot or support message. The troubleshooting guide helps you check common causes without altering your data.","markdown":"Prepare the organisation name, document number and type, whether it is incoming or outgoing, the attempt date and the message shown in the history. Never share the provider's secret credentials in a screenshot or support message. The [troubleshooting guide](/docs/en/troubleshooting) helps you check common causes without altering your data.","anchor":"information-to-provide-when-asking-for-help","url":"https://app.bookelio.app/docs/en/peppol#information-to-provide-when-asking-for-help"}]},{"id":"communication","slug":"communication","locale":"en","title":"Communicating with customers and publishing content","description":"Manage subscriber lists, import a CSV, compose campaigns, reuse templates and follow up on messages and articles.","category":"communication","audience":["gestionnaire"],"keywords":["newsletter","campaign","email","subscriber","CSV import","template","blog","contact","unsubscribe"],"updatedAt":"2026-09-07","url":"https://app.bookelio.app/docs/en/communication","markdownUrl":"https://app.bookelio.app/docs/en/communication/markdown","markdown":"## Choosing the right communication tool\n\nBookelio distinguishes emails linked to an operation — a booking confirmation, registration, invoice or certificate — from campaigns sent to list subscribers. Campaigns are prepared in the email campaigns section. Articles are managed in Blog, while Contact Requests brings together messages received through the contact forms of connected websites.\n\nA customer record and a mailing list subscription are not the same thing. Do not assume that someone who has made a booking automatically appears among a campaign's recipients. Before importing or sending, check that the people concerned should receive this communication under your organisation's practices.\n\n## Creating and maintaining subscriber lists\n\nFrom the campaigns page, create a list with a clear name, such as “Training news”. Open it to view its subscribers and add or edit their details: email address, first name and surname where available.\n\nA subscriber can be copied or moved to another list in the same organisation. Copying keeps their subscription in the source list; moving removes it from the source. If the target list already contains that email address, the subscriber's details are updated rather than deliberately creating another identical entry.\n\nExample: a person only wants news about a different subject. Use a move if they should no longer remain in the original list. Use a copy if they should receive both types of news.\n\n## Importing subscribers from a CSV file\n\n1. Open the target list and start the subscriber import.\n2. Select your CSV file. Commas, semicolons and tabs are recognised as separators.\n3. Indicate whether the first row contains headings. If this setting is wrong, a data row may be treated as a heading, or the reverse.\n4. Map the columns to the email address, first name and surname. Their order in the file does not matter; only the email address is required.\n5. Examine the preview and reported issues: missing or invalid email addresses, duplicates, names that are too long or an exceeded limit.\n6. Correct the file if needed, then confirm the import of valid data and read the results.\n\nThe import accepts a maximum of 5,000 valid subscribers per batch. Email addresses are normalised to lower case. An address already in the list is matched without regard to case; supplied names are updated. Empty name fields are not used to erase existing information.\n\nThe results distinguish new entries, updates and duplicates. Read them before running the same file again: fewer new entries than rows does not necessarily indicate an error.\n\n## Composing a campaign with the editor\n\n1. Open the email composer and select one or more lists.\n2. Enter a clear subject, then write the message body in the editor.\n3. Add the necessary links and images, checking their destinations.\n4. Choose the organisation's theme or a theme specifically for this campaign.\n5. Use the preview to check the final appearance, then review the recipients and subject before sending.\n\nThe editor preview applies the theme and branding used for sending. Its personalisation values are examples, not proof that every subscriber has a first name entered. Prefer wording that remains understandable when a piece of information is missing.\n\nLists can overlap. Sending combines identical email addresses present in the selected lists; the actual number sent may therefore be lower than the sum of the displayed list sizes. Clicking Send starts the send, not a draft to confirm later. To check an actual inbox, use a test list containing only the intended test recipients.\n\n## Personalising and reusing templates\n\nAvailable variables include `{{firstName}}`, `{{lastName}}`, `{{fullName}}` and `{{email}}`. They are replaced for each subscriber. The variables `{{unsubscribeUrl}}` and `{{unsubscribeLink}}` support the unsubscribe mechanism.\n\nYou can save the subject and body in a template, load an existing template to prefill the composer, then update or delete it. Templates belong to the active organisation. Loading a template replaces the affected fields: save anything you want to keep before making that change.\n\nA template is not a scheduled campaign. Do not treat an unsent, unsaved composition as a permanently stored draft; save a template if you want to reuse its content.\n\n## Using raw HTML and respecting unsubscribes\n\nRaw HTML mode is intended for people who already have a complete HTML email. Its content is not recoloured by Bookelio's themes. Use the preview for that mode and check its appearance in your test email clients.\n\nRaw HTML content must include the expected unsubscribe variable. In editor mode, Bookelio adds the unsubscribe mechanism to the campaign's rendered output, after the business footer.\n\nThe link is specific to the recipient. When used, unsubscribing removes that address from all lists in the same organisation, not only the list used for the last send. Do not copy a subscriber's personal link into a shared template or automatically reimport someone who has unsubscribed.\n\n## Reading email history\n\nThe history offers search and a status filter: Queued, Sent or Failed. Queued means that sending is still pending. Open the details to examine the relevant message. The Sent status describes the sending outcome known to Bookelio; it does not prove that the message was opened or read, and does not guarantee that it reached the recipient's main inbox.\n\nIf sending fails, check the [sending configuration](/docs/en/settings) and error message before trying again. An interrupted attempt may require checking which recipients have already been processed; avoid immediately sending to everyone again, which could produce duplicates.\n\n## Publishing articles and handling contact requests\n\nIn Blog, create an article, write its content, add a cover image and excerpt, then assign suitable categories. The form also provides the slug, SEO title and description, keywords and Draft or Published status. A draft lets you prepare the content; choose Published when it is ready. Its public display depends on the connected website that uses these articles.\n\nIn Contact Requests, view the name, contact details, message, optional place and date. The email link opens your email application; Mark as Read changes the tracking status in Bookelio but does not send a reply to the visitor. Treat replying and updating the status as two separate steps.","text":"Choosing the right communication tool\nBookelio distinguishes emails linked to an operation — a booking confirmation, registration, invoice or certificate — from campaigns sent to list subscribers. Campaigns are prepared in the email campaigns section. Articles are managed in Blog, while Contact Requests brings together messages received through the contact forms of connected websites.\nA customer record and a mailing list subscription are not the same thing. Do not assume that someone who has made a booking automatically appears among a campaign's recipients. Before importing or sending, check that the people concerned should receive this communication under your organisation's practices.\nCreating and maintaining subscriber lists\nFrom the campaigns page, create a list with a clear name, such as “Training news”. Open it to view its subscribers and add or edit their details: email address, first name and surname where available.\nA subscriber can be copied or moved to another list in the same organisation. Copying keeps their subscription in the source list; moving removes it from the source. If the target list already contains that email address, the subscriber's details are updated rather than deliberately creating another identical entry.\nExample: a person only wants news about a different subject. Use a move if they should no longer remain in the original list. Use a copy if they should receive both types of news.\nImporting subscribers from a CSV file\nOpen the target list and start the subscriber import.\nSelect your CSV file. Commas, semicolons and tabs are recognised as separators.\nIndicate whether the first row contains headings. If this setting is wrong, a data row may be treated as a heading, or the reverse.\nMap the columns to the email address, first name and surname. Their order in the file does not matter; only the email address is required.\nExamine the preview and reported issues: missing or invalid email addresses, duplicates, names that are too long or an exceeded limit.\nCorrect the file if needed, then confirm the import of valid data and read the results.\nThe import accepts a maximum of 5,000 valid subscribers per batch. Email addresses are normalised to lower case. An address already in the list is matched without regard to case; supplied names are updated. Empty name fields are not used to erase existing information.\nThe results distinguish new entries, updates and duplicates. Read them before running the same file again: fewer new entries than rows does not necessarily indicate an error.\nComposing a campaign with the editor\nOpen the email composer and select one or more lists.\nEnter a clear subject, then write the message body in the editor.\nAdd the necessary links and images, checking their destinations.\nChoose the organisation's theme or a theme specifically for this campaign.\nUse the preview to check the final appearance, then review the recipients and subject before sending.\nThe editor preview applies the theme and branding used for sending. Its personalisation values are examples, not proof that every subscriber has a first name entered. Prefer wording that remains understandable when a piece of information is missing.\nLists can overlap. Sending combines identical email addresses present in the selected lists; the actual number sent may therefore be lower than the sum of the displayed list sizes. Clicking Send starts the send, not a draft to confirm later. To check an actual inbox, use a test list containing only the intended test recipients.\nPersonalising and reusing templates\nAvailable variables include {{firstName}}, {{lastName}}, {{fullName}} and {{email}}. They are replaced for each subscriber. The variables {{unsubscribeUrl}} and {{unsubscribeLink}} support the unsubscribe mechanism.\nYou can save the subject and body in a template, load an existing template to prefill the composer, then update or delete it. Templates belong to the active organisation. Loading a template replaces the affected fields: save anything you want to keep before making that change.\nA template is not a scheduled campaign. Do not treat an unsent, unsaved composition as a permanently stored draft; save a template if you want to reuse its content.\nUsing raw HTML and respecting unsubscribes\nRaw HTML mode is intended for people who already have a complete HTML email. Its content is not recoloured by Bookelio's themes. Use the preview for that mode and check its appearance in your test email clients.\nRaw HTML content must include the expected unsubscribe variable. In editor mode, Bookelio adds the unsubscribe mechanism to the campaign's rendered output, after the business footer.\nThe link is specific to the recipient. When used, unsubscribing removes that address from all lists in the same organisation, not only the list used for the last send. Do not copy a subscriber's personal link into a shared template or automatically reimport someone who has unsubscribed.\nReading email history\nThe history offers search and a status filter: Queued, Sent or Failed. Queued means that sending is still pending. Open the details to examine the relevant message. The Sent status describes the sending outcome known to Bookelio; it does not prove that the message was opened or read, and does not guarantee that it reached the recipient's main inbox.\nIf sending fails, check the sending configuration and error message before trying again. An interrupted attempt may require checking which recipients have already been processed; avoid immediately sending to everyone again, which could produce duplicates.\nPublishing articles and handling contact requests\nIn Blog, create an article, write its content, add a cover image and excerpt, then assign suitable categories. The form also provides the slug, SEO title and description, keywords and Draft or Published status. A draft lets you prepare the content; choose Published when it is ready. Its public display depends on the connected website that uses these articles.\nIn Contact Requests, view the name, contact details, message, optional place and date. The email link opens your email application; Mark as Read changes the tracking status in Bookelio but does not send a reply to the visitor. Treat replying and updating the status as two separate steps.","sections":[{"id":"communication#choosing-the-right-communication-tool","title":"Choosing the right communication tool","depth":2,"text":"Bookelio distinguishes emails linked to an operation — a booking confirmation, registration, invoice or certificate — from campaigns sent to list subscribers. Campaigns are prepared in the email campaigns section. Articles are managed in Blog, while Contact Requests brings together messages received through the contact forms of connected websites.\nA customer record and a mailing list subscription are not the same thing. Do not assume that someone who has made a booking automatically appears among a campaign's recipients. Before importing or sending, check that the people concerned should receive this communication under your organisation's practices.","markdown":"Bookelio distinguishes emails linked to an operation — a booking confirmation, registration, invoice or certificate — from campaigns sent to list subscribers. Campaigns are prepared in the email campaigns section. Articles are managed in Blog, while Contact Requests brings together messages received through the contact forms of connected websites.\n\nA customer record and a mailing list subscription are not the same thing. Do not assume that someone who has made a booking automatically appears among a campaign's recipients. Before importing or sending, check that the people concerned should receive this communication under your organisation's practices.","anchor":"choosing-the-right-communication-tool","url":"https://app.bookelio.app/docs/en/communication#choosing-the-right-communication-tool"},{"id":"communication#creating-and-maintaining-subscriber-lists","title":"Creating and maintaining subscriber lists","depth":2,"text":"From the campaigns page, create a list with a clear name, such as “Training news”. Open it to view its subscribers and add or edit their details: email address, first name and surname where available.\nA subscriber can be copied or moved to another list in the same organisation. Copying keeps their subscription in the source list; moving removes it from the source. If the target list already contains that email address, the subscriber's details are updated rather than deliberately creating another identical entry.\nExample: a person only wants news about a different subject. Use a move if they should no longer remain in the original list. Use a copy if they should receive both types of news.","markdown":"From the campaigns page, create a list with a clear name, such as “Training news”. Open it to view its subscribers and add or edit their details: email address, first name and surname where available.\n\nA subscriber can be copied or moved to another list in the same organisation. Copying keeps their subscription in the source list; moving removes it from the source. If the target list already contains that email address, the subscriber's details are updated rather than deliberately creating another identical entry.\n\nExample: a person only wants news about a different subject. Use a move if they should no longer remain in the original list. Use a copy if they should receive both types of news.","anchor":"creating-and-maintaining-subscriber-lists","url":"https://app.bookelio.app/docs/en/communication#creating-and-maintaining-subscriber-lists"},{"id":"communication#importing-subscribers-from-a-csv-file","title":"Importing subscribers from a CSV file","depth":2,"text":"Open the target list and start the subscriber import.\nSelect your CSV file. Commas, semicolons and tabs are recognised as separators.\nIndicate whether the first row contains headings. If this setting is wrong, a data row may be treated as a heading, or the reverse.\nMap the columns to the email address, first name and surname. Their order in the file does not matter; only the email address is required.\nExamine the preview and reported issues: missing or invalid email addresses, duplicates, names that are too long or an exceeded limit.\nCorrect the file if needed, then confirm the import of valid data and read the results.\nThe import accepts a maximum of 5,000 valid subscribers per batch. Email addresses are normalised to lower case. An address already in the list is matched without regard to case; supplied names are updated. Empty name fields are not used to erase existing information.\nThe results distinguish new entries, updates and duplicates. Read them before running the same file again: fewer new entries than rows does not necessarily indicate an error.","markdown":"1. Open the target list and start the subscriber import.\n2. Select your CSV file. Commas, semicolons and tabs are recognised as separators.\n3. Indicate whether the first row contains headings. If this setting is wrong, a data row may be treated as a heading, or the reverse.\n4. Map the columns to the email address, first name and surname. Their order in the file does not matter; only the email address is required.\n5. Examine the preview and reported issues: missing or invalid email addresses, duplicates, names that are too long or an exceeded limit.\n6. Correct the file if needed, then confirm the import of valid data and read the results.\n\nThe import accepts a maximum of 5,000 valid subscribers per batch. Email addresses are normalised to lower case. An address already in the list is matched without regard to case; supplied names are updated. Empty name fields are not used to erase existing information.\n\nThe results distinguish new entries, updates and duplicates. Read them before running the same file again: fewer new entries than rows does not necessarily indicate an error.","anchor":"importing-subscribers-from-a-csv-file","url":"https://app.bookelio.app/docs/en/communication#importing-subscribers-from-a-csv-file"},{"id":"communication#composing-a-campaign-with-the-editor","title":"Composing a campaign with the editor","depth":2,"text":"Open the email composer and select one or more lists.\nEnter a clear subject, then write the message body in the editor.\nAdd the necessary links and images, checking their destinations.\nChoose the organisation's theme or a theme specifically for this campaign.\nUse the preview to check the final appearance, then review the recipients and subject before sending.\nThe editor preview applies the theme and branding used for sending. Its personalisation values are examples, not proof that every subscriber has a first name entered. Prefer wording that remains understandable when a piece of information is missing.\nLists can overlap. Sending combines identical email addresses present in the selected lists; the actual number sent may therefore be lower than the sum of the displayed list sizes. Clicking Send starts the send, not a draft to confirm later. To check an actual inbox, use a test list containing only the intended test recipients.","markdown":"1. Open the email composer and select one or more lists.\n2. Enter a clear subject, then write the message body in the editor.\n3. Add the necessary links and images, checking their destinations.\n4. Choose the organisation's theme or a theme specifically for this campaign.\n5. Use the preview to check the final appearance, then review the recipients and subject before sending.\n\nThe editor preview applies the theme and branding used for sending. Its personalisation values are examples, not proof that every subscriber has a first name entered. Prefer wording that remains understandable when a piece of information is missing.\n\nLists can overlap. Sending combines identical email addresses present in the selected lists; the actual number sent may therefore be lower than the sum of the displayed list sizes. Clicking Send starts the send, not a draft to confirm later. To check an actual inbox, use a test list containing only the intended test recipients.","anchor":"composing-a-campaign-with-the-editor","url":"https://app.bookelio.app/docs/en/communication#composing-a-campaign-with-the-editor"},{"id":"communication#personalising-and-reusing-templates","title":"Personalising and reusing templates","depth":2,"text":"Available variables include {{firstName}}, {{lastName}}, {{fullName}} and {{email}}. They are replaced for each subscriber. The variables {{unsubscribeUrl}} and {{unsubscribeLink}} support the unsubscribe mechanism.\nYou can save the subject and body in a template, load an existing template to prefill the composer, then update or delete it. Templates belong to the active organisation. Loading a template replaces the affected fields: save anything you want to keep before making that change.\nA template is not a scheduled campaign. Do not treat an unsent, unsaved composition as a permanently stored draft; save a template if you want to reuse its content.","markdown":"Available variables include `{{firstName}}`, `{{lastName}}`, `{{fullName}}` and `{{email}}`. They are replaced for each subscriber. The variables `{{unsubscribeUrl}}` and `{{unsubscribeLink}}` support the unsubscribe mechanism.\n\nYou can save the subject and body in a template, load an existing template to prefill the composer, then update or delete it. Templates belong to the active organisation. Loading a template replaces the affected fields: save anything you want to keep before making that change.\n\nA template is not a scheduled campaign. Do not treat an unsent, unsaved composition as a permanently stored draft; save a template if you want to reuse its content.","anchor":"personalising-and-reusing-templates","url":"https://app.bookelio.app/docs/en/communication#personalising-and-reusing-templates"},{"id":"communication#using-raw-html-and-respecting-unsubscribes","title":"Using raw HTML and respecting unsubscribes","depth":2,"text":"Raw HTML mode is intended for people who already have a complete HTML email. Its content is not recoloured by Bookelio's themes. Use the preview for that mode and check its appearance in your test email clients.\nRaw HTML content must include the expected unsubscribe variable. In editor mode, Bookelio adds the unsubscribe mechanism to the campaign's rendered output, after the business footer.\nThe link is specific to the recipient. When used, unsubscribing removes that address from all lists in the same organisation, not only the list used for the last send. Do not copy a subscriber's personal link into a shared template or automatically reimport someone who has unsubscribed.","markdown":"Raw HTML mode is intended for people who already have a complete HTML email. Its content is not recoloured by Bookelio's themes. Use the preview for that mode and check its appearance in your test email clients.\n\nRaw HTML content must include the expected unsubscribe variable. In editor mode, Bookelio adds the unsubscribe mechanism to the campaign's rendered output, after the business footer.\n\nThe link is specific to the recipient. When used, unsubscribing removes that address from all lists in the same organisation, not only the list used for the last send. Do not copy a subscriber's personal link into a shared template or automatically reimport someone who has unsubscribed.","anchor":"using-raw-html-and-respecting-unsubscribes","url":"https://app.bookelio.app/docs/en/communication#using-raw-html-and-respecting-unsubscribes"},{"id":"communication#reading-email-history","title":"Reading email history","depth":2,"text":"The history offers search and a status filter: Queued, Sent or Failed. Queued means that sending is still pending. Open the details to examine the relevant message. The Sent status describes the sending outcome known to Bookelio; it does not prove that the message was opened or read, and does not guarantee that it reached the recipient's main inbox.\nIf sending fails, check the sending configuration and error message before trying again. An interrupted attempt may require checking which recipients have already been processed; avoid immediately sending to everyone again, which could produce duplicates.","markdown":"The history offers search and a status filter: Queued, Sent or Failed. Queued means that sending is still pending. Open the details to examine the relevant message. The Sent status describes the sending outcome known to Bookelio; it does not prove that the message was opened or read, and does not guarantee that it reached the recipient's main inbox.\n\nIf sending fails, check the [sending configuration](/docs/en/settings) and error message before trying again. An interrupted attempt may require checking which recipients have already been processed; avoid immediately sending to everyone again, which could produce duplicates.","anchor":"reading-email-history","url":"https://app.bookelio.app/docs/en/communication#reading-email-history"},{"id":"communication#publishing-articles-and-handling-contact-requests","title":"Publishing articles and handling contact requests","depth":2,"text":"In Blog, create an article, write its content, add a cover image and excerpt, then assign suitable categories. The form also provides the slug, SEO title and description, keywords and Draft or Published status. A draft lets you prepare the content; choose Published when it is ready. Its public display depends on the connected website that uses these articles.\nIn Contact Requests, view the name, contact details, message, optional place and date. The email link opens your email application; Mark as Read changes the tracking status in Bookelio but does not send a reply to the visitor. Treat replying and updating the status as two separate steps.","markdown":"In Blog, create an article, write its content, add a cover image and excerpt, then assign suitable categories. The form also provides the slug, SEO title and description, keywords and Draft or Published status. A draft lets you prepare the content; choose Published when it is ready. Its public display depends on the connected website that uses these articles.\n\nIn Contact Requests, view the name, contact details, message, optional place and date. The email link opens your email application; Mark as Read changes the tracking status in Bookelio but does not send a reply to the visitor. Treat replying and updating the status as two separate steps.","anchor":"publishing-articles-and-handling-contact-requests","url":"https://app.bookelio.app/docs/en/communication#publishing-articles-and-handling-contact-requests"}]},{"id":"formulaires","slug":"forms","locale":"en","title":"Creating forms and viewing responses","description":"Prepare questionnaires, publish them and link them to services or training dates while preserving the context of historical responses.","category":"communication","audience":["gestionnaire"],"keywords":["form","questionnaire","question","response","submission","publication","archiving","registration"],"updatedAt":"2026-09-07","url":"https://app.bookelio.app/docs/en/forms","markdownUrl":"https://app.bookelio.app/docs/en/forms/markdown","markdown":"## Understanding forms and submissions\n\nA form defines the questions to ask. A **submission** is a set of responses saved at a particular moment. Editing the form does not mean editing responses already received.\n\nBookelio lets you prepare questionnaires, associate them with services or training dates, and manually enter a response from the dashboard. For example, you can prepare a needs questionnaire before a course or collect preferences useful for a booking.\n\nAccess: **Dashboard → Forms**. The list shows the title, status, number of questions and number of submissions. Use **Edit** to open the content and responses. Check your permissions if you can view a form but cannot save it.\n\nSome of these screens currently retain French labels, even when your dashboard is in English. 'Modifier' means edit, 'Nouveau formulaire' means new form, 'Publie' means published, 'Encoder une reponse' means enter a response and 'Soumissions' means submissions. The functions are described in English below.\n\n## Preparing the questions\n\nBefore creating the form, decide what you will do with each response. Limit required questions to information you actually need. Precise wording avoids responses that are difficult to interpret: 'Which topic would you like to explore further?' is more useful than 'Comment' when the aim is to prepare a training course.\n\nThe available types cover the following needs:\n\n| Type | Suggested use |\n| --- | --- |\n| Short text | Job role, reference or brief answer. |\n| Long text | Detailed need, comment or explanation. |\n| Email | Contact address requested in the questionnaire. |\n| Telephone | Number provided by the respondent. |\n| Number | Quantity or other numerical value. |\n| Date | Date chosen by the respondent. |\n| Single choice | One answer from several options. |\n| Multiple choice | Several possible answers. |\n| Yes/no | Binary answer. |\n\nUse the help text to explain the expected format or why the question is being asked. For choices, enter one option per line. Single choice suits 'Your main level'; multiple choice suits 'Topics you are interested in'.\n\nDo not use an open question to request sensitive data your team does not need. The form is a collection tool, not a guarantee that all information entered will be relevant or verified.\n\n## Creating a form\n\n1. In **Forms**, click **New form**.\n2. Enter an identifiable title, then a description if it helps managers or respondents.\n3. Enter at least one question with its wording and type.\n4. Add help text and options if needed.\n5. Mark essential questions as required.\n6. Add the remaining questions and review their order.\n7. Keep the form as a draft until preparation is finished, or tick **Published** to use it.\n8. Save, then open the form's details to check its content.\n\nThe form's title should make it easy to find in the linking selectors. Prefer, for example, 'Pre-course needs — induction' to several forms all called 'Questions'.\n\n## Draft, published or archived\n\nA **draft** form is still being prepared. A **published, non-archived** form can receive new submissions. An **archived** form retains the data while no longer being used for new responses.\n\nPublishing is not sending an email and does not create a campaign by itself. It makes the form usable in flows that support it. To inform participants, use the [communication](/docs/en/communication) tools separately.\n\nEven manual entry from the detail page requires a published, non-archived form. If saving a response reports that the form cannot be found, first check its status before creating a copy.\n\n## Linking the form to a service or date\n\nIn the form's details, the linking sections let you select services and training dates.\n\n1. Open the relevant form.\n2. Select the services or dates it should be linked to.\n3. Check that the form is published and not archived for new responses.\n4. Save the configuration.\n5. Check the booking or registration flow your customers use.\n\nYou can also choose a linked form when editing a training date. The selector favours usable forms that are published and not archived.\n\nLinking to one date is not the same as linking to every date of a course. If a questionnaire needs to be used for several editions, check each selected date. The exact public presentation also depends on the website connected to Bookelio.\n\n## Entering a response manually\n\nThe **Enter a response** section lets you enter a set of responses from the dashboard.\n\n1. Open a published, non-archived form.\n2. Optionally enter the respondent's name and email address.\n3. Complete the visible questions, particularly the required ones.\n4. Save once and wait for confirmation.\n5. Find the submission in the list below.\n\nThe name and email fields in this section describe the submission's respondent. They are not a customer record selector and do not automatically link this manual entry to a particular registration.\n\nEach confirmation creates a new submission. If you only want to reread a response, consult the existing list rather than entering the same information again. No questionnaire is sent automatically as a result of this entry.\n\n## Editing questions without rewriting the past\n\nYou can edit wording, types, options and whether an answer is required in the section for displayed questions. Then save the changes to the form.\n\nBookelio preserves older versions of questions when an edit changes their structure. A question removed from display is archived; old responses remain associated with the question and options the respondent actually answered.\n\nExample: you replace 'Have you attended before?' with 'How many sessions have you attended?'. Old yes/no responses are not artificially converted into numbers. They remain readable with the old wording, while new submissions use the new question.\n\nThis preservation explains why historical submissions may show wording absent from the current form. It is not necessarily an error or an outdated response that needs deleting.\n\n## Viewing responses and resolving difficulties\n\nThe **Submissions** section shows the respondent, their email address when available, the submission date and responses. Without a name, the respondent appears as anonymous. A multiple-choice answer may appear as several responses associated with the same question.\n\nIf a required question blocks saving, complete the expected response. If an option is reported as invalid after the form was changed in another tab, reload the current version and check the new options before continuing your entry.\n\nIf a registration's responses need to be viewed or exported with participants, also use [Registrations and certificates](/docs/en/registrations-and-certificates). The general submissions list and participant export serve different needs; do not assume that a manual response without a linked registration will appear in that export.","text":"Understanding forms and submissions\nA form defines the questions to ask. A submission is a set of responses saved at a particular moment. Editing the form does not mean editing responses already received.\nBookelio lets you prepare questionnaires, associate them with services or training dates, and manually enter a response from the dashboard. For example, you can prepare a needs questionnaire before a course or collect preferences useful for a booking.\nAccess: Dashboard → Forms. The list shows the title, status, number of questions and number of submissions. Use Edit to open the content and responses. Check your permissions if you can view a form but cannot save it.\nSome of these screens currently retain French labels, even when your dashboard is in English. 'Modifier' means edit, 'Nouveau formulaire' means new form, 'Publie' means published, 'Encoder une reponse' means enter a response and 'Soumissions' means submissions. The functions are described in English below.\nPreparing the questions\nBefore creating the form, decide what you will do with each response. Limit required questions to information you actually need. Precise wording avoids responses that are difficult to interpret: 'Which topic would you like to explore further?' is more useful than 'Comment' when the aim is to prepare a training course.\nThe available types cover the following needs:\nType\nSuggested use\nShort text\nJob role, reference or brief answer.\nLong text\nDetailed need, comment or explanation.\nEmail\nContact address requested in the questionnaire.\nTelephone\nNumber provided by the respondent.\nNumber\nQuantity or other numerical value.\nDate\nDate chosen by the respondent.\nSingle choice\nOne answer from several options.\nMultiple choice\nSeveral possible answers.\nYes/no\nBinary answer.\nUse the help text to explain the expected format or why the question is being asked. For choices, enter one option per line. Single choice suits 'Your main level'; multiple choice suits 'Topics you are interested in'.\nDo not use an open question to request sensitive data your team does not need. The form is a collection tool, not a guarantee that all information entered will be relevant or verified.\nCreating a form\nIn Forms, click New form.\nEnter an identifiable title, then a description if it helps managers or respondents.\nEnter at least one question with its wording and type.\nAdd help text and options if needed.\nMark essential questions as required.\nAdd the remaining questions and review their order.\nKeep the form as a draft until preparation is finished, or tick Published to use it.\nSave, then open the form's details to check its content.\nThe form's title should make it easy to find in the linking selectors. Prefer, for example, 'Pre-course needs — induction' to several forms all called 'Questions'.\nDraft, published or archived\nA draft form is still being prepared. A published, non-archived form can receive new submissions. An archived form retains the data while no longer being used for new responses.\nPublishing is not sending an email and does not create a campaign by itself. It makes the form usable in flows that support it. To inform participants, use the communication tools separately.\nEven manual entry from the detail page requires a published, non-archived form. If saving a response reports that the form cannot be found, first check its status before creating a copy.\nLinking the form to a service or date\nIn the form's details, the linking sections let you select services and training dates.\nOpen the relevant form.\nSelect the services or dates it should be linked to.\nCheck that the form is published and not archived for new responses.\nSave the configuration.\nCheck the booking or registration flow your customers use.\nYou can also choose a linked form when editing a training date. The selector favours usable forms that are published and not archived.\nLinking to one date is not the same as linking to every date of a course. If a questionnaire needs to be used for several editions, check each selected date. The exact public presentation also depends on the website connected to Bookelio.\nEntering a response manually\nThe Enter a response section lets you enter a set of responses from the dashboard.\nOpen a published, non-archived form.\nOptionally enter the respondent's name and email address.\nComplete the visible questions, particularly the required ones.\nSave once and wait for confirmation.\nFind the submission in the list below.\nThe name and email fields in this section describe the submission's respondent. They are not a customer record selector and do not automatically link this manual entry to a particular registration.\nEach confirmation creates a new submission. If you only want to reread a response, consult the existing list rather than entering the same information again. No questionnaire is sent automatically as a result of this entry.\nEditing questions without rewriting the past\nYou can edit wording, types, options and whether an answer is required in the section for displayed questions. Then save the changes to the form.\nBookelio preserves older versions of questions when an edit changes their structure. A question removed from display is archived; old responses remain associated with the question and options the respondent actually answered.\nExample: you replace 'Have you attended before?' with 'How many sessions have you attended?'. Old yes/no responses are not artificially converted into numbers. They remain readable with the old wording, while new submissions use the new question.\nThis preservation explains why historical submissions may show wording absent from the current form. It is not necessarily an error or an outdated response that needs deleting.\nViewing responses and resolving difficulties\nThe Submissions section shows the respondent, their email address when available, the submission date and responses. Without a name, the respondent appears as anonymous. A multiple-choice answer may appear as several responses associated with the same question.\nIf a required question blocks saving, complete the expected response. If an option is reported as invalid after the form was changed in another tab, reload the current version and check the new options before continuing your entry.\nIf a registration's responses need to be viewed or exported with participants, also use Registrations and certificates. The general submissions list and participant export serve different needs; do not assume that a manual response without a linked registration will appear in that export.","sections":[{"id":"formulaires#understanding-forms-and-submissions","title":"Understanding forms and submissions","depth":2,"text":"A form defines the questions to ask. A submission is a set of responses saved at a particular moment. Editing the form does not mean editing responses already received.\nBookelio lets you prepare questionnaires, associate them with services or training dates, and manually enter a response from the dashboard. For example, you can prepare a needs questionnaire before a course or collect preferences useful for a booking.\nAccess: Dashboard → Forms. The list shows the title, status, number of questions and number of submissions. Use Edit to open the content and responses. Check your permissions if you can view a form but cannot save it.\nSome of these screens currently retain French labels, even when your dashboard is in English. 'Modifier' means edit, 'Nouveau formulaire' means new form, 'Publie' means published, 'Encoder une reponse' means enter a response and 'Soumissions' means submissions. The functions are described in English below.","markdown":"A form defines the questions to ask. A **submission** is a set of responses saved at a particular moment. Editing the form does not mean editing responses already received.\n\nBookelio lets you prepare questionnaires, associate them with services or training dates, and manually enter a response from the dashboard. For example, you can prepare a needs questionnaire before a course or collect preferences useful for a booking.\n\nAccess: **Dashboard → Forms**. The list shows the title, status, number of questions and number of submissions. Use **Edit** to open the content and responses. Check your permissions if you can view a form but cannot save it.\n\nSome of these screens currently retain French labels, even when your dashboard is in English. 'Modifier' means edit, 'Nouveau formulaire' means new form, 'Publie' means published, 'Encoder une reponse' means enter a response and 'Soumissions' means submissions. The functions are described in English below.","anchor":"understanding-forms-and-submissions","url":"https://app.bookelio.app/docs/en/forms#understanding-forms-and-submissions"},{"id":"formulaires#preparing-the-questions","title":"Preparing the questions","depth":2,"text":"Before creating the form, decide what you will do with each response. Limit required questions to information you actually need. Precise wording avoids responses that are difficult to interpret: 'Which topic would you like to explore further?' is more useful than 'Comment' when the aim is to prepare a training course.\nThe available types cover the following needs:\nType\nSuggested use\nShort text\nJob role, reference or brief answer.\nLong text\nDetailed need, comment or explanation.\nEmail\nContact address requested in the questionnaire.\nTelephone\nNumber provided by the respondent.\nNumber\nQuantity or other numerical value.\nDate\nDate chosen by the respondent.\nSingle choice\nOne answer from several options.\nMultiple choice\nSeveral possible answers.\nYes/no\nBinary answer.\nUse the help text to explain the expected format or why the question is being asked. For choices, enter one option per line. Single choice suits 'Your main level'; multiple choice suits 'Topics you are interested in'.\nDo not use an open question to request sensitive data your team does not need. The form is a collection tool, not a guarantee that all information entered will be relevant or verified.","markdown":"Before creating the form, decide what you will do with each response. Limit required questions to information you actually need. Precise wording avoids responses that are difficult to interpret: 'Which topic would you like to explore further?' is more useful than 'Comment' when the aim is to prepare a training course.\n\nThe available types cover the following needs:\n\n| Type | Suggested use |\n| --- | --- |\n| Short text | Job role, reference or brief answer. |\n| Long text | Detailed need, comment or explanation. |\n| Email | Contact address requested in the questionnaire. |\n| Telephone | Number provided by the respondent. |\n| Number | Quantity or other numerical value. |\n| Date | Date chosen by the respondent. |\n| Single choice | One answer from several options. |\n| Multiple choice | Several possible answers. |\n| Yes/no | Binary answer. |\n\nUse the help text to explain the expected format or why the question is being asked. For choices, enter one option per line. Single choice suits 'Your main level'; multiple choice suits 'Topics you are interested in'.\n\nDo not use an open question to request sensitive data your team does not need. The form is a collection tool, not a guarantee that all information entered will be relevant or verified.","anchor":"preparing-the-questions","url":"https://app.bookelio.app/docs/en/forms#preparing-the-questions"},{"id":"formulaires#creating-a-form","title":"Creating a form","depth":2,"text":"In Forms, click New form.\nEnter an identifiable title, then a description if it helps managers or respondents.\nEnter at least one question with its wording and type.\nAdd help text and options if needed.\nMark essential questions as required.\nAdd the remaining questions and review their order.\nKeep the form as a draft until preparation is finished, or tick Published to use it.\nSave, then open the form's details to check its content.\nThe form's title should make it easy to find in the linking selectors. Prefer, for example, 'Pre-course needs — induction' to several forms all called 'Questions'.","markdown":"1. In **Forms**, click **New form**.\n2. Enter an identifiable title, then a description if it helps managers or respondents.\n3. Enter at least one question with its wording and type.\n4. Add help text and options if needed.\n5. Mark essential questions as required.\n6. Add the remaining questions and review their order.\n7. Keep the form as a draft until preparation is finished, or tick **Published** to use it.\n8. Save, then open the form's details to check its content.\n\nThe form's title should make it easy to find in the linking selectors. Prefer, for example, 'Pre-course needs — induction' to several forms all called 'Questions'.","anchor":"creating-a-form","url":"https://app.bookelio.app/docs/en/forms#creating-a-form"},{"id":"formulaires#draft-published-or-archived","title":"Draft, published or archived","depth":2,"text":"A draft form is still being prepared. A published, non-archived form can receive new submissions. An archived form retains the data while no longer being used for new responses.\nPublishing is not sending an email and does not create a campaign by itself. It makes the form usable in flows that support it. To inform participants, use the communication tools separately.\nEven manual entry from the detail page requires a published, non-archived form. If saving a response reports that the form cannot be found, first check its status before creating a copy.","markdown":"A **draft** form is still being prepared. A **published, non-archived** form can receive new submissions. An **archived** form retains the data while no longer being used for new responses.\n\nPublishing is not sending an email and does not create a campaign by itself. It makes the form usable in flows that support it. To inform participants, use the [communication](/docs/en/communication) tools separately.\n\nEven manual entry from the detail page requires a published, non-archived form. If saving a response reports that the form cannot be found, first check its status before creating a copy.","anchor":"draft-published-or-archived","url":"https://app.bookelio.app/docs/en/forms#draft-published-or-archived"},{"id":"formulaires#linking-the-form-to-a-service-or-date","title":"Linking the form to a service or date","depth":2,"text":"In the form's details, the linking sections let you select services and training dates.\nOpen the relevant form.\nSelect the services or dates it should be linked to.\nCheck that the form is published and not archived for new responses.\nSave the configuration.\nCheck the booking or registration flow your customers use.\nYou can also choose a linked form when editing a training date. The selector favours usable forms that are published and not archived.\nLinking to one date is not the same as linking to every date of a course. If a questionnaire needs to be used for several editions, check each selected date. The exact public presentation also depends on the website connected to Bookelio.","markdown":"In the form's details, the linking sections let you select services and training dates.\n\n1. Open the relevant form.\n2. Select the services or dates it should be linked to.\n3. Check that the form is published and not archived for new responses.\n4. Save the configuration.\n5. Check the booking or registration flow your customers use.\n\nYou can also choose a linked form when editing a training date. The selector favours usable forms that are published and not archived.\n\nLinking to one date is not the same as linking to every date of a course. If a questionnaire needs to be used for several editions, check each selected date. The exact public presentation also depends on the website connected to Bookelio.","anchor":"linking-the-form-to-a-service-or-date","url":"https://app.bookelio.app/docs/en/forms#linking-the-form-to-a-service-or-date"},{"id":"formulaires#entering-a-response-manually","title":"Entering a response manually","depth":2,"text":"The Enter a response section lets you enter a set of responses from the dashboard.\nOpen a published, non-archived form.\nOptionally enter the respondent's name and email address.\nComplete the visible questions, particularly the required ones.\nSave once and wait for confirmation.\nFind the submission in the list below.\nThe name and email fields in this section describe the submission's respondent. They are not a customer record selector and do not automatically link this manual entry to a particular registration.\nEach confirmation creates a new submission. If you only want to reread a response, consult the existing list rather than entering the same information again. No questionnaire is sent automatically as a result of this entry.","markdown":"The **Enter a response** section lets you enter a set of responses from the dashboard.\n\n1. Open a published, non-archived form.\n2. Optionally enter the respondent's name and email address.\n3. Complete the visible questions, particularly the required ones.\n4. Save once and wait for confirmation.\n5. Find the submission in the list below.\n\nThe name and email fields in this section describe the submission's respondent. They are not a customer record selector and do not automatically link this manual entry to a particular registration.\n\nEach confirmation creates a new submission. If you only want to reread a response, consult the existing list rather than entering the same information again. No questionnaire is sent automatically as a result of this entry.","anchor":"entering-a-response-manually","url":"https://app.bookelio.app/docs/en/forms#entering-a-response-manually"},{"id":"formulaires#editing-questions-without-rewriting-the-past","title":"Editing questions without rewriting the past","depth":2,"text":"You can edit wording, types, options and whether an answer is required in the section for displayed questions. Then save the changes to the form.\nBookelio preserves older versions of questions when an edit changes their structure. A question removed from display is archived; old responses remain associated with the question and options the respondent actually answered.\nExample: you replace 'Have you attended before?' with 'How many sessions have you attended?'. Old yes/no responses are not artificially converted into numbers. They remain readable with the old wording, while new submissions use the new question.\nThis preservation explains why historical submissions may show wording absent from the current form. It is not necessarily an error or an outdated response that needs deleting.","markdown":"You can edit wording, types, options and whether an answer is required in the section for displayed questions. Then save the changes to the form.\n\nBookelio preserves older versions of questions when an edit changes their structure. A question removed from display is archived; old responses remain associated with the question and options the respondent actually answered.\n\nExample: you replace 'Have you attended before?' with 'How many sessions have you attended?'. Old yes/no responses are not artificially converted into numbers. They remain readable with the old wording, while new submissions use the new question.\n\nThis preservation explains why historical submissions may show wording absent from the current form. It is not necessarily an error or an outdated response that needs deleting.","anchor":"editing-questions-without-rewriting-the-past","url":"https://app.bookelio.app/docs/en/forms#editing-questions-without-rewriting-the-past"},{"id":"formulaires#viewing-responses-and-resolving-difficulties","title":"Viewing responses and resolving difficulties","depth":2,"text":"The Submissions section shows the respondent, their email address when available, the submission date and responses. Without a name, the respondent appears as anonymous. A multiple-choice answer may appear as several responses associated with the same question.\nIf a required question blocks saving, complete the expected response. If an option is reported as invalid after the form was changed in another tab, reload the current version and check the new options before continuing your entry.\nIf a registration's responses need to be viewed or exported with participants, also use Registrations and certificates. The general submissions list and participant export serve different needs; do not assume that a manual response without a linked registration will appear in that export.","markdown":"The **Submissions** section shows the respondent, their email address when available, the submission date and responses. Without a name, the respondent appears as anonymous. A multiple-choice answer may appear as several responses associated with the same question.\n\nIf a required question blocks saving, complete the expected response. If an option is reported as invalid after the form was changed in another tab, reload the current version and check the new options before continuing your entry.\n\nIf a registration's responses need to be viewed or exported with participants, also use [Registrations and certificates](/docs/en/registrations-and-certificates). The general submissions list and participant export serve different needs; do not assume that a manual response without a linked registration will appear in that export.","anchor":"viewing-responses-and-resolving-difficulties","url":"https://app.bookelio.app/docs/en/forms#viewing-responses-and-resolving-difficulties"}]},{"id":"stocks","slug":"stock","locale":"en","title":"Tracking products and stock movements","description":"Create a product, record stock coming in and going out, view its history and link a payment request when the movement is chargeable.","category":"administration","audience":["gestionnaire"],"keywords":["stock","product","inventory","incoming","outgoing","sale","restocking","quantity","SKU","payment"],"updatedAt":"2026-09-07","url":"https://app.bookelio.app/docs/en/stock","markdownUrl":"https://app.bookelio.app/docs/en/stock/markdown","markdown":"## Product, quantity and movement\n\nThe stock module tracks the organisation's product quantities and explains changes to them. A product describes what you count; a movement records an increase, decrease or correction, including stock before and after the operation.\n\nA movement can be linked to a payment request, but not every movement is a sale. Restocking, a loss or an inventory correction can change stock without requesting money from a customer.\n\nAccess: **Dashboard → Stock**. For a chargeable operation, prepare the [customer record](/docs/en/customers), price and VAT information. The permissions required may differ between creating a product, adjusting quantities and creating a payment request.\n\nSome of these screens currently retain French labels. 'Ajuster le stock' means adjust stock, 'Inclure les inactifs' means include inactive products, 'Voir l’historique' means view history and 'Marquer la demande comme payée' means mark the request as paid. The functions are described in English below.\n\n## Creating a product\n\n1. In the Stock module, open product creation.\n2. Give it an identifiable name and, where useful, a description.\n3. Optionally enter a **SKU** reference to distinguish the product from similar references.\n4. Choose a clear unit: item, box or another unit matching how you count.\n5. Enter the actual initial stock.\n6. Optionally set the low-stock alert threshold.\n7. Add a default unit price excluding VAT and a VAT policy if needed.\n8. Save and check the displayed quantity.\n\nA SKU already used by another product in the organisation is refused. Search for the existing reference before creating an almost identical variant.\n\nInitial stock above zero creates an incoming movement labelled 'Stock initial' (initial stock). This gives the history a traceable starting point. After creation, use movements to change the quantity rather than treating the product record as a counter to overwrite.\n\n### Choosing a consistent unit\n\nIf you count boxes, a movement of `+10` represents ten boxes, not automatically ten items. Keep the same convention across the team. The total units across several products adds their quantities; it does not convert boxes into items or calculate the stock's financial value.\n\nThe default unit price helps prepare a payment request. This price does not mean that a product is automatically offered for sale on a public website.\n\n## Reading the indicators and finding a product\n\nThe page shows the number of active products, units in stock and number of products at the low-stock threshold. A product is considered low when its quantity is less than or equal to its configured threshold.\n\nThese indicators follow the loaded product list, including the current search. If you search for a single reference, do not read the counters as a complete inventory of the entire organisation.\n\nUse the search field and **Include inactive** option to find a deactivated product. Inactive products are hidden by default. The active status is changed in the product record; deactivating a reference does not erase its previous movements.\n\nThe low-stock signal is a dashboard indicator. Do not confuse it with confirmation that a supplier order or restocking email has been sent.\n\n## Recording stock coming in or going out\n\n1. Find the product, then open **Adjust stock**.\n2. Check the product and current quantity.\n3. Select the type: adjustment, incoming, outgoing, sale, restocking, loss or return.\n4. Enter the **change**, including its sign: `+10` to add ten units, `-2` to remove two.\n5. Optionally add a reason and an internal note.\n6. Enable the payment request only if this operation should be charged.\n7. Save, then check the resulting quantity and the new movement.\n\nThe dialog defaults to an outgoing movement. The type describes the movement; always reread the signed change, which determines the quantity added or removed.\n\nExample: stock is 12 units and you give 3 units to a customer. The change is `-3` and the new stock is 9. To record restocking of 8 units, the change is `+8`: do not enter 17, which would be an additional change rather than the intended total.\n\nThe reason is optional: if you leave it blank, Bookelio generates one. A note remains useful for an inventory discrepancy, a damaged parcel or a return that needs to be matched to a previous operation.\n\nAn operation that would make stock negative is refused. If another manager changes stock between you opening the dialog and confirming, Bookelio may also refuse the operation and ask you to reload the page. Check the new quantity before trying again.\n\n## Creating a payment request with the movement\n\nIn the adjustment dialog, the payment request option adds the financial information.\n\n1. Select the billing customer.\n2. Check the unit price excluding VAT suggested from the product.\n3. Check the VAT rate, unit and other tax information displayed.\n4. Adjust the description and buyer reference if necessary.\n5. Tick the option for payment already received only if the money has actually been collected.\n6. Save, then open the payment request linked to the movement to check the result.\n\nThe billed quantity is the absolute value of the change. With an outgoing movement of `-3` units at €10 excluding VAT, the base is €30 excluding VAT, before VAT. The negative sign of an outgoing movement therefore does not create a negative invoice.\n\nThe **Already paid** option creates a completed external payment for the request's amount. It records money received elsewhere; it does not charge the customer. Do not enable it merely to indicate that the customer will pay later.\n\nThe movement and its request are saved together. A payment request is not necessarily an invoice already issued: continue tracking it in [Payments](/docs/en/payments) and [Invoices and credit notes](/docs/en/invoices-and-credit-notes).\n\n## Viewing and correcting history\n\nThe page shows the organisation's **50 recent movements**. A product's **View history** action loads up to **200 movements** for that product. These are limited lists, not a guarantee that every older movement is visible on screen.\n\nEach movement shows the date, type, change, stock before and after, reason and any payment request, among other details. Use this view to explain why a quantity changed.\n\nThe **Edit** action on a recent movement lets you correct its type, reason and note. It does not let you rewrite the historical quantity or the stock before and after. Changing the type from 'Outgoing' to 'Return' therefore does not put units back into stock.\n\nIf the quantity was wrong, enter a new correction movement after checking the actual inventory. Example: a decrease of 5 was recorded instead of 3; an adjustment of `+2`, with an explanatory note, restores the quantity while preserving a record of both operations.\n\n## Checks when there is a discrepancy\n\nFirst check the unit, sign and difference between the change and the intended total. Then review the product history and notes before creating a correction.\n\nIf a sale is cancelled, distinguish the physical return of products from the financial correction. An incoming stock movement does not automatically refund the customer, and a refund does not automatically restore a quantity in this module. Handle each part explicitly to avoid a correct inventory associated with an incorrect payment, or the reverse.","text":"Product, quantity and movement\nThe stock module tracks the organisation's product quantities and explains changes to them. A product describes what you count; a movement records an increase, decrease or correction, including stock before and after the operation.\nA movement can be linked to a payment request, but not every movement is a sale. Restocking, a loss or an inventory correction can change stock without requesting money from a customer.\nAccess: Dashboard → Stock. For a chargeable operation, prepare the customer record, price and VAT information. The permissions required may differ between creating a product, adjusting quantities and creating a payment request.\nSome of these screens currently retain French labels. 'Ajuster le stock' means adjust stock, 'Inclure les inactifs' means include inactive products, 'Voir l’historique' means view history and 'Marquer la demande comme payée' means mark the request as paid. The functions are described in English below.\nCreating a product\nIn the Stock module, open product creation.\nGive it an identifiable name and, where useful, a description.\nOptionally enter a SKU reference to distinguish the product from similar references.\nChoose a clear unit: item, box or another unit matching how you count.\nEnter the actual initial stock.\nOptionally set the low-stock alert threshold.\nAdd a default unit price excluding VAT and a VAT policy if needed.\nSave and check the displayed quantity.\nA SKU already used by another product in the organisation is refused. Search for the existing reference before creating an almost identical variant.\nInitial stock above zero creates an incoming movement labelled 'Stock initial' (initial stock). This gives the history a traceable starting point. After creation, use movements to change the quantity rather than treating the product record as a counter to overwrite.\nChoosing a consistent unit\nIf you count boxes, a movement of +10 represents ten boxes, not automatically ten items. Keep the same convention across the team. The total units across several products adds their quantities; it does not convert boxes into items or calculate the stock's financial value.\nThe default unit price helps prepare a payment request. This price does not mean that a product is automatically offered for sale on a public website.\nReading the indicators and finding a product\nThe page shows the number of active products, units in stock and number of products at the low-stock threshold. A product is considered low when its quantity is less than or equal to its configured threshold.\nThese indicators follow the loaded product list, including the current search. If you search for a single reference, do not read the counters as a complete inventory of the entire organisation.\nUse the search field and Include inactive option to find a deactivated product. Inactive products are hidden by default. The active status is changed in the product record; deactivating a reference does not erase its previous movements.\nThe low-stock signal is a dashboard indicator. Do not confuse it with confirmation that a supplier order or restocking email has been sent.\nRecording stock coming in or going out\nFind the product, then open Adjust stock.\nCheck the product and current quantity.\nSelect the type: adjustment, incoming, outgoing, sale, restocking, loss or return.\nEnter the change, including its sign: +10 to add ten units, -2 to remove two.\nOptionally add a reason and an internal note.\nEnable the payment request only if this operation should be charged.\nSave, then check the resulting quantity and the new movement.\nThe dialog defaults to an outgoing movement. The type describes the movement; always reread the signed change, which determines the quantity added or removed.\nExample: stock is 12 units and you give 3 units to a customer. The change is -3 and the new stock is 9. To record restocking of 8 units, the change is +8: do not enter 17, which would be an additional change rather than the intended total.\nThe reason is optional: if you leave it blank, Bookelio generates one. A note remains useful for an inventory discrepancy, a damaged parcel or a return that needs to be matched to a previous operation.\nAn operation that would make stock negative is refused. If another manager changes stock between you opening the dialog and confirming, Bookelio may also refuse the operation and ask you to reload the page. Check the new quantity before trying again.\nCreating a payment request with the movement\nIn the adjustment dialog, the payment request option adds the financial information.\nSelect the billing customer.\nCheck the unit price excluding VAT suggested from the product.\nCheck the VAT rate, unit and other tax information displayed.\nAdjust the description and buyer reference if necessary.\nTick the option for payment already received only if the money has actually been collected.\nSave, then open the payment request linked to the movement to check the result.\nThe billed quantity is the absolute value of the change. With an outgoing movement of -3 units at €10 excluding VAT, the base is €30 excluding VAT, before VAT. The negative sign of an outgoing movement therefore does not create a negative invoice.\nThe Already paid option creates a completed external payment for the request's amount. It records money received elsewhere; it does not charge the customer. Do not enable it merely to indicate that the customer will pay later.\nThe movement and its request are saved together. A payment request is not necessarily an invoice already issued: continue tracking it in Payments and Invoices and credit notes.\nViewing and correcting history\nThe page shows the organisation's 50 recent movements. A product's View history action loads up to 200 movements for that product. These are limited lists, not a guarantee that every older movement is visible on screen.\nEach movement shows the date, type, change, stock before and after, reason and any payment request, among other details. Use this view to explain why a quantity changed.\nThe Edit action on a recent movement lets you correct its type, reason and note. It does not let you rewrite the historical quantity or the stock before and after. Changing the type from 'Outgoing' to 'Return' therefore does not put units back into stock.\nIf the quantity was wrong, enter a new correction movement after checking the actual inventory. Example: a decrease of 5 was recorded instead of 3; an adjustment of +2, with an explanatory note, restores the quantity while preserving a record of both operations.\nChecks when there is a discrepancy\nFirst check the unit, sign and difference between the change and the intended total. Then review the product history and notes before creating a correction.\nIf a sale is cancelled, distinguish the physical return of products from the financial correction. An incoming stock movement does not automatically refund the customer, and a refund does not automatically restore a quantity in this module. Handle each part explicitly to avoid a correct inventory associated with an incorrect payment, or the reverse.","sections":[{"id":"stocks#product-quantity-and-movement","title":"Product, quantity and movement","depth":2,"text":"The stock module tracks the organisation's product quantities and explains changes to them. A product describes what you count; a movement records an increase, decrease or correction, including stock before and after the operation.\nA movement can be linked to a payment request, but not every movement is a sale. Restocking, a loss or an inventory correction can change stock without requesting money from a customer.\nAccess: Dashboard → Stock. For a chargeable operation, prepare the customer record, price and VAT information. The permissions required may differ between creating a product, adjusting quantities and creating a payment request.\nSome of these screens currently retain French labels. 'Ajuster le stock' means adjust stock, 'Inclure les inactifs' means include inactive products, 'Voir l’historique' means view history and 'Marquer la demande comme payée' means mark the request as paid. The functions are described in English below.","markdown":"The stock module tracks the organisation's product quantities and explains changes to them. A product describes what you count; a movement records an increase, decrease or correction, including stock before and after the operation.\n\nA movement can be linked to a payment request, but not every movement is a sale. Restocking, a loss or an inventory correction can change stock without requesting money from a customer.\n\nAccess: **Dashboard → Stock**. For a chargeable operation, prepare the [customer record](/docs/en/customers), price and VAT information. The permissions required may differ between creating a product, adjusting quantities and creating a payment request.\n\nSome of these screens currently retain French labels. 'Ajuster le stock' means adjust stock, 'Inclure les inactifs' means include inactive products, 'Voir l’historique' means view history and 'Marquer la demande comme payée' means mark the request as paid. The functions are described in English below.","anchor":"product-quantity-and-movement","url":"https://app.bookelio.app/docs/en/stock#product-quantity-and-movement"},{"id":"stocks#creating-a-product","title":"Creating a product","depth":2,"text":"In the Stock module, open product creation.\nGive it an identifiable name and, where useful, a description.\nOptionally enter a SKU reference to distinguish the product from similar references.\nChoose a clear unit: item, box or another unit matching how you count.\nEnter the actual initial stock.\nOptionally set the low-stock alert threshold.\nAdd a default unit price excluding VAT and a VAT policy if needed.\nSave and check the displayed quantity.\nA SKU already used by another product in the organisation is refused. Search for the existing reference before creating an almost identical variant.\nInitial stock above zero creates an incoming movement labelled 'Stock initial' (initial stock). This gives the history a traceable starting point. After creation, use movements to change the quantity rather than treating the product record as a counter to overwrite.","markdown":"1. In the Stock module, open product creation.\n2. Give it an identifiable name and, where useful, a description.\n3. Optionally enter a **SKU** reference to distinguish the product from similar references.\n4. Choose a clear unit: item, box or another unit matching how you count.\n5. Enter the actual initial stock.\n6. Optionally set the low-stock alert threshold.\n7. Add a default unit price excluding VAT and a VAT policy if needed.\n8. Save and check the displayed quantity.\n\nA SKU already used by another product in the organisation is refused. Search for the existing reference before creating an almost identical variant.\n\nInitial stock above zero creates an incoming movement labelled 'Stock initial' (initial stock). This gives the history a traceable starting point. After creation, use movements to change the quantity rather than treating the product record as a counter to overwrite.","anchor":"creating-a-product","url":"https://app.bookelio.app/docs/en/stock#creating-a-product"},{"id":"stocks#choosing-a-consistent-unit","title":"Choosing a consistent unit","depth":3,"text":"If you count boxes, a movement of +10 represents ten boxes, not automatically ten items. Keep the same convention across the team. The total units across several products adds their quantities; it does not convert boxes into items or calculate the stock's financial value.\nThe default unit price helps prepare a payment request. This price does not mean that a product is automatically offered for sale on a public website.","markdown":"If you count boxes, a movement of `+10` represents ten boxes, not automatically ten items. Keep the same convention across the team. The total units across several products adds their quantities; it does not convert boxes into items or calculate the stock's financial value.\n\nThe default unit price helps prepare a payment request. This price does not mean that a product is automatically offered for sale on a public website.","anchor":"choosing-a-consistent-unit","url":"https://app.bookelio.app/docs/en/stock#choosing-a-consistent-unit"},{"id":"stocks#reading-the-indicators-and-finding-a-product","title":"Reading the indicators and finding a product","depth":2,"text":"The page shows the number of active products, units in stock and number of products at the low-stock threshold. A product is considered low when its quantity is less than or equal to its configured threshold.\nThese indicators follow the loaded product list, including the current search. If you search for a single reference, do not read the counters as a complete inventory of the entire organisation.\nUse the search field and Include inactive option to find a deactivated product. Inactive products are hidden by default. The active status is changed in the product record; deactivating a reference does not erase its previous movements.\nThe low-stock signal is a dashboard indicator. Do not confuse it with confirmation that a supplier order or restocking email has been sent.","markdown":"The page shows the number of active products, units in stock and number of products at the low-stock threshold. A product is considered low when its quantity is less than or equal to its configured threshold.\n\nThese indicators follow the loaded product list, including the current search. If you search for a single reference, do not read the counters as a complete inventory of the entire organisation.\n\nUse the search field and **Include inactive** option to find a deactivated product. Inactive products are hidden by default. The active status is changed in the product record; deactivating a reference does not erase its previous movements.\n\nThe low-stock signal is a dashboard indicator. Do not confuse it with confirmation that a supplier order or restocking email has been sent.","anchor":"reading-the-indicators-and-finding-a-product","url":"https://app.bookelio.app/docs/en/stock#reading-the-indicators-and-finding-a-product"},{"id":"stocks#recording-stock-coming-in-or-going-out","title":"Recording stock coming in or going out","depth":2,"text":"Find the product, then open Adjust stock.\nCheck the product and current quantity.\nSelect the type: adjustment, incoming, outgoing, sale, restocking, loss or return.\nEnter the change, including its sign: +10 to add ten units, -2 to remove two.\nOptionally add a reason and an internal note.\nEnable the payment request only if this operation should be charged.\nSave, then check the resulting quantity and the new movement.\nThe dialog defaults to an outgoing movement. The type describes the movement; always reread the signed change, which determines the quantity added or removed.\nExample: stock is 12 units and you give 3 units to a customer. The change is -3 and the new stock is 9. To record restocking of 8 units, the change is +8: do not enter 17, which would be an additional change rather than the intended total.\nThe reason is optional: if you leave it blank, Bookelio generates one. A note remains useful for an inventory discrepancy, a damaged parcel or a return that needs to be matched to a previous operation.\nAn operation that would make stock negative is refused. If another manager changes stock between you opening the dialog and confirming, Bookelio may also refuse the operation and ask you to reload the page. Check the new quantity before trying again.","markdown":"1. Find the product, then open **Adjust stock**.\n2. Check the product and current quantity.\n3. Select the type: adjustment, incoming, outgoing, sale, restocking, loss or return.\n4. Enter the **change**, including its sign: `+10` to add ten units, `-2` to remove two.\n5. Optionally add a reason and an internal note.\n6. Enable the payment request only if this operation should be charged.\n7. Save, then check the resulting quantity and the new movement.\n\nThe dialog defaults to an outgoing movement. The type describes the movement; always reread the signed change, which determines the quantity added or removed.\n\nExample: stock is 12 units and you give 3 units to a customer. The change is `-3` and the new stock is 9. To record restocking of 8 units, the change is `+8`: do not enter 17, which would be an additional change rather than the intended total.\n\nThe reason is optional: if you leave it blank, Bookelio generates one. A note remains useful for an inventory discrepancy, a damaged parcel or a return that needs to be matched to a previous operation.\n\nAn operation that would make stock negative is refused. If another manager changes stock between you opening the dialog and confirming, Bookelio may also refuse the operation and ask you to reload the page. Check the new quantity before trying again.","anchor":"recording-stock-coming-in-or-going-out","url":"https://app.bookelio.app/docs/en/stock#recording-stock-coming-in-or-going-out"},{"id":"stocks#creating-a-payment-request-with-the-movement","title":"Creating a payment request with the movement","depth":2,"text":"In the adjustment dialog, the payment request option adds the financial information.\nSelect the billing customer.\nCheck the unit price excluding VAT suggested from the product.\nCheck the VAT rate, unit and other tax information displayed.\nAdjust the description and buyer reference if necessary.\nTick the option for payment already received only if the money has actually been collected.\nSave, then open the payment request linked to the movement to check the result.\nThe billed quantity is the absolute value of the change. With an outgoing movement of -3 units at €10 excluding VAT, the base is €30 excluding VAT, before VAT. The negative sign of an outgoing movement therefore does not create a negative invoice.\nThe Already paid option creates a completed external payment for the request's amount. It records money received elsewhere; it does not charge the customer. Do not enable it merely to indicate that the customer will pay later.\nThe movement and its request are saved together. A payment request is not necessarily an invoice already issued: continue tracking it in Payments and Invoices and credit notes.","markdown":"In the adjustment dialog, the payment request option adds the financial information.\n\n1. Select the billing customer.\n2. Check the unit price excluding VAT suggested from the product.\n3. Check the VAT rate, unit and other tax information displayed.\n4. Adjust the description and buyer reference if necessary.\n5. Tick the option for payment already received only if the money has actually been collected.\n6. Save, then open the payment request linked to the movement to check the result.\n\nThe billed quantity is the absolute value of the change. With an outgoing movement of `-3` units at €10 excluding VAT, the base is €30 excluding VAT, before VAT. The negative sign of an outgoing movement therefore does not create a negative invoice.\n\nThe **Already paid** option creates a completed external payment for the request's amount. It records money received elsewhere; it does not charge the customer. Do not enable it merely to indicate that the customer will pay later.\n\nThe movement and its request are saved together. A payment request is not necessarily an invoice already issued: continue tracking it in [Payments](/docs/en/payments) and [Invoices and credit notes](/docs/en/invoices-and-credit-notes).","anchor":"creating-a-payment-request-with-the-movement","url":"https://app.bookelio.app/docs/en/stock#creating-a-payment-request-with-the-movement"},{"id":"stocks#viewing-and-correcting-history","title":"Viewing and correcting history","depth":2,"text":"The page shows the organisation's 50 recent movements. A product's View history action loads up to 200 movements for that product. These are limited lists, not a guarantee that every older movement is visible on screen.\nEach movement shows the date, type, change, stock before and after, reason and any payment request, among other details. Use this view to explain why a quantity changed.\nThe Edit action on a recent movement lets you correct its type, reason and note. It does not let you rewrite the historical quantity or the stock before and after. Changing the type from 'Outgoing' to 'Return' therefore does not put units back into stock.\nIf the quantity was wrong, enter a new correction movement after checking the actual inventory. Example: a decrease of 5 was recorded instead of 3; an adjustment of +2, with an explanatory note, restores the quantity while preserving a record of both operations.","markdown":"The page shows the organisation's **50 recent movements**. A product's **View history** action loads up to **200 movements** for that product. These are limited lists, not a guarantee that every older movement is visible on screen.\n\nEach movement shows the date, type, change, stock before and after, reason and any payment request, among other details. Use this view to explain why a quantity changed.\n\nThe **Edit** action on a recent movement lets you correct its type, reason and note. It does not let you rewrite the historical quantity or the stock before and after. Changing the type from 'Outgoing' to 'Return' therefore does not put units back into stock.\n\nIf the quantity was wrong, enter a new correction movement after checking the actual inventory. Example: a decrease of 5 was recorded instead of 3; an adjustment of `+2`, with an explanatory note, restores the quantity while preserving a record of both operations.","anchor":"viewing-and-correcting-history","url":"https://app.bookelio.app/docs/en/stock#viewing-and-correcting-history"},{"id":"stocks#checks-when-there-is-a-discrepancy","title":"Checks when there is a discrepancy","depth":2,"text":"First check the unit, sign and difference between the change and the intended total. Then review the product history and notes before creating a correction.\nIf a sale is cancelled, distinguish the physical return of products from the financial correction. An incoming stock movement does not automatically refund the customer, and a refund does not automatically restore a quantity in this module. Handle each part explicitly to avoid a correct inventory associated with an incorrect payment, or the reverse.","markdown":"First check the unit, sign and difference between the change and the intended total. Then review the product history and notes before creating a correction.\n\nIf a sale is cancelled, distinguish the physical return of products from the financial correction. An incoming stock movement does not automatically refund the customer, and a refund does not automatically restore a quantity in this module. Handle each part explicitly to avoid a correct inventory associated with an incorrect payment, or the reverse.","anchor":"checks-when-there-is-a-discrepancy","url":"https://app.bookelio.app/docs/en/stock#checks-when-there-is-a-discrepancy"}]},{"id":"equipe-et-droits","slug":"team-and-permissions","locale":"en","title":"Managing members, roles and access","description":"Invite your team, assign suitable permissions, create custom roles and secure access for people and API keys.","category":"administration","audience":["gestionnaire"],"keywords":["member","team","role","permission","access denied","invitation","API key","password","passkey"],"updatedAt":"2026-09-07","url":"https://app.bookelio.app/docs/en/team-and-permissions","markdownUrl":"https://app.bookelio.app/docs/en/team-and-permissions/markdown","markdown":"## Organisations, accounts and members\n\nYour personal account lets you sign in. Your membership of an organisation gives you a role within that organisation. The data and permissions you see in the dashboard depend on the active organisation: always start by checking its name when you manage several organisations.\n\nA team member is not a customer record. Customers make bookings and receive documents; members have management access and, depending on the configuration, can be assigned to places or activities as staff. Creating a customer record does not give that person access to the dashboard.\n\n## Inviting someone\n\n1. Open the member settings for the relevant organisation.\n2. Start a member invitation.\n3. Enter their exact email address and select the intended role.\n4. Confirm the creation of the invitation.\n5. If necessary, copy the link provided and send it directly to the invited person.\n6. Afterwards, check that they appear among the members once they have accepted.\n\nA created invitation is not yet an accepted invitation. If the person cannot access the organisation, check the invited address, the account being used and whether the invitation is still valid. The invitation link is not for public sharing: it is used to join your organisation.\n\nThe member-management interface uses labels such as “Invite Member”, “Role” and “Invitation Link”. These refer to the invitation action, the assigned role and the link to share respectively. Some of these labels may remain in English even when another dashboard language is selected.\n\n## Understanding built-in roles\n\nThe built-in `owner`, `admin` and `member` roles retain Bookelio's historical behaviour and cannot be changed through the role editor. You can view their permissions.\n\nImportant: the built-in `member` role is not a read-only role. It retains broad business permissions. If someone should only view certain data or manage a restricted area, create a custom role and explicitly assign it rather than choosing `member` by default.\n\nPermissions to administer the organisation, members, invitations, roles and keys are separate from business permissions such as managing customers or viewing invoices. Being able to use the schedule does not automatically mean being able to invite someone or grant them access.\n\n## Creating a custom role\n\n1. Open Settings, then Roles and Permissions.\n2. Choose to create a role.\n3. Enter a stable identifier, for example `reception` or `training-follow-up`.\n4. Tick the resources and actions that are actually needed in the grid.\n5. Save, then assign the role to the person from the member list.\n6. Check with them that the expected tasks work and that unnecessary data remains outside their access scope.\n\nA custom role starts with no permissions. Granting read access to an area does not automatically allow creating, editing, deleting or sending within that area. Some operations have several effects: a registration that also creates a payment request may require more than just permission to view training courses.\n\nExample: for someone responsible for viewing participants, start with the appropriate viewing permissions. Add attendance management or certificate sending separately if their tasks require it. Do not grant all financial permissions merely to make an error disappear without identifying its cause.\n\nYou cannot delegate more permissions than you hold yourself. An existing role's identifier remains fixed: to change its name, create the new role, reassign the members, then deal with the old role after checking where it is used.\n\n## Changing a role or removing a member\n\nIn the member list, the role selector lets you change another member's role if you are authorised to do so. Removal requires confirmation. Check the operational consequences before removing someone assigned to activities or bookings, and arrange their replacement.\n\nYour own account row does not let you change your role or remove yourself through these actions. This prevents some accidental losses of access. Involve another authorised manager when your own membership needs to be changed.\n\nA greyed-out or hidden action is not necessarily a display problem: it may indicate a limitation of your role or a safeguard specific to that person. Do not try to bypass it by sharing a colleague's account.\n\n## Securing your personal account\n\nIn My Account, you can update your name, request an email address change, change your password and manage passkeys when your device supports them. Follow the displayed confirmation steps when changing your email address.\n\nFor a password change, the form asks for the current password, the new password and its confirmation. Changing your password from this screen should not be interpreted as automatically ending all other sessions. If you suspect unauthorised access, notify your administrator so that all affected access can be addressed.\n\nDaily booking summary preferences are also configured in My Account: whether it is enabled, the time and sending a test. These are your preferences as a member, not an automatic subscription for the whole team.\n\n## Managing API keys without sharing an account\n\nAPI keys are for authorised integrations, not for a colleague to sign in as a person. Depending on your permissions, the API Keys page lets you create a named key and assign limited business permissions. Copy the new value to a secure location when you create it; do not put it in a public email, screenshot or documentation page.\n\nOlder keys may show a full-access indication. Restricting their permissions removes this exception without changing the key's value: coordinate this action with the person responsible for the integration to avoid interrupting its operation. New keys should not receive unlimited global access.\n\nIf a page remains inaccessible after a role change, refresh your session and check the active organisation. Give the administrator the exact task and displayed message; the [troubleshooting guide](/docs/en/troubleshooting) helps distinguish a legitimate restriction from an error.","text":"Organisations, accounts and members\nYour personal account lets you sign in. Your membership of an organisation gives you a role within that organisation. The data and permissions you see in the dashboard depend on the active organisation: always start by checking its name when you manage several organisations.\nA team member is not a customer record. Customers make bookings and receive documents; members have management access and, depending on the configuration, can be assigned to places or activities as staff. Creating a customer record does not give that person access to the dashboard.\nInviting someone\nOpen the member settings for the relevant organisation.\nStart a member invitation.\nEnter their exact email address and select the intended role.\nConfirm the creation of the invitation.\nIf necessary, copy the link provided and send it directly to the invited person.\nAfterwards, check that they appear among the members once they have accepted.\nA created invitation is not yet an accepted invitation. If the person cannot access the organisation, check the invited address, the account being used and whether the invitation is still valid. The invitation link is not for public sharing: it is used to join your organisation.\nThe member-management interface uses labels such as “Invite Member”, “Role” and “Invitation Link”. These refer to the invitation action, the assigned role and the link to share respectively. Some of these labels may remain in English even when another dashboard language is selected.\nUnderstanding built-in roles\nThe built-in owner, admin and member roles retain Bookelio's historical behaviour and cannot be changed through the role editor. You can view their permissions.\nImportant: the built-in member role is not a read-only role. It retains broad business permissions. If someone should only view certain data or manage a restricted area, create a custom role and explicitly assign it rather than choosing member by default.\nPermissions to administer the organisation, members, invitations, roles and keys are separate from business permissions such as managing customers or viewing invoices. Being able to use the schedule does not automatically mean being able to invite someone or grant them access.\nCreating a custom role\nOpen Settings, then Roles and Permissions.\nChoose to create a role.\nEnter a stable identifier, for example reception or training-follow-up.\nTick the resources and actions that are actually needed in the grid.\nSave, then assign the role to the person from the member list.\nCheck with them that the expected tasks work and that unnecessary data remains outside their access scope.\nA custom role starts with no permissions. Granting read access to an area does not automatically allow creating, editing, deleting or sending within that area. Some operations have several effects: a registration that also creates a payment request may require more than just permission to view training courses.\nExample: for someone responsible for viewing participants, start with the appropriate viewing permissions. Add attendance management or certificate sending separately if their tasks require it. Do not grant all financial permissions merely to make an error disappear without identifying its cause.\nYou cannot delegate more permissions than you hold yourself. An existing role's identifier remains fixed: to change its name, create the new role, reassign the members, then deal with the old role after checking where it is used.\nChanging a role or removing a member\nIn the member list, the role selector lets you change another member's role if you are authorised to do so. Removal requires confirmation. Check the operational consequences before removing someone assigned to activities or bookings, and arrange their replacement.\nYour own account row does not let you change your role or remove yourself through these actions. This prevents some accidental losses of access. Involve another authorised manager when your own membership needs to be changed.\nA greyed-out or hidden action is not necessarily a display problem: it may indicate a limitation of your role or a safeguard specific to that person. Do not try to bypass it by sharing a colleague's account.\nSecuring your personal account\nIn My Account, you can update your name, request an email address change, change your password and manage passkeys when your device supports them. Follow the displayed confirmation steps when changing your email address.\nFor a password change, the form asks for the current password, the new password and its confirmation. Changing your password from this screen should not be interpreted as automatically ending all other sessions. If you suspect unauthorised access, notify your administrator so that all affected access can be addressed.\nDaily booking summary preferences are also configured in My Account: whether it is enabled, the time and sending a test. These are your preferences as a member, not an automatic subscription for the whole team.\nManaging API keys without sharing an account\nAPI keys are for authorised integrations, not for a colleague to sign in as a person. Depending on your permissions, the API Keys page lets you create a named key and assign limited business permissions. Copy the new value to a secure location when you create it; do not put it in a public email, screenshot or documentation page.\nOlder keys may show a full-access indication. Restricting their permissions removes this exception without changing the key's value: coordinate this action with the person responsible for the integration to avoid interrupting its operation. New keys should not receive unlimited global access.\nIf a page remains inaccessible after a role change, refresh your session and check the active organisation. Give the administrator the exact task and displayed message; the troubleshooting guide helps distinguish a legitimate restriction from an error.","sections":[{"id":"equipe-et-droits#organisations-accounts-and-members","title":"Organisations, accounts and members","depth":2,"text":"Your personal account lets you sign in. Your membership of an organisation gives you a role within that organisation. The data and permissions you see in the dashboard depend on the active organisation: always start by checking its name when you manage several organisations.\nA team member is not a customer record. Customers make bookings and receive documents; members have management access and, depending on the configuration, can be assigned to places or activities as staff. Creating a customer record does not give that person access to the dashboard.","markdown":"Your personal account lets you sign in. Your membership of an organisation gives you a role within that organisation. The data and permissions you see in the dashboard depend on the active organisation: always start by checking its name when you manage several organisations.\n\nA team member is not a customer record. Customers make bookings and receive documents; members have management access and, depending on the configuration, can be assigned to places or activities as staff. Creating a customer record does not give that person access to the dashboard.","anchor":"organisations-accounts-and-members","url":"https://app.bookelio.app/docs/en/team-and-permissions#organisations-accounts-and-members"},{"id":"equipe-et-droits#inviting-someone","title":"Inviting someone","depth":2,"text":"Open the member settings for the relevant organisation.\nStart a member invitation.\nEnter their exact email address and select the intended role.\nConfirm the creation of the invitation.\nIf necessary, copy the link provided and send it directly to the invited person.\nAfterwards, check that they appear among the members once they have accepted.\nA created invitation is not yet an accepted invitation. If the person cannot access the organisation, check the invited address, the account being used and whether the invitation is still valid. The invitation link is not for public sharing: it is used to join your organisation.\nThe member-management interface uses labels such as “Invite Member”, “Role” and “Invitation Link”. These refer to the invitation action, the assigned role and the link to share respectively. Some of these labels may remain in English even when another dashboard language is selected.","markdown":"1. Open the member settings for the relevant organisation.\n2. Start a member invitation.\n3. Enter their exact email address and select the intended role.\n4. Confirm the creation of the invitation.\n5. If necessary, copy the link provided and send it directly to the invited person.\n6. Afterwards, check that they appear among the members once they have accepted.\n\nA created invitation is not yet an accepted invitation. If the person cannot access the organisation, check the invited address, the account being used and whether the invitation is still valid. The invitation link is not for public sharing: it is used to join your organisation.\n\nThe member-management interface uses labels such as “Invite Member”, “Role” and “Invitation Link”. These refer to the invitation action, the assigned role and the link to share respectively. Some of these labels may remain in English even when another dashboard language is selected.","anchor":"inviting-someone","url":"https://app.bookelio.app/docs/en/team-and-permissions#inviting-someone"},{"id":"equipe-et-droits#understanding-built-in-roles","title":"Understanding built-in roles","depth":2,"text":"The built-in owner, admin and member roles retain Bookelio's historical behaviour and cannot be changed through the role editor. You can view their permissions.\nImportant: the built-in member role is not a read-only role. It retains broad business permissions. If someone should only view certain data or manage a restricted area, create a custom role and explicitly assign it rather than choosing member by default.\nPermissions to administer the organisation, members, invitations, roles and keys are separate from business permissions such as managing customers or viewing invoices. Being able to use the schedule does not automatically mean being able to invite someone or grant them access.","markdown":"The built-in `owner`, `admin` and `member` roles retain Bookelio's historical behaviour and cannot be changed through the role editor. You can view their permissions.\n\nImportant: the built-in `member` role is not a read-only role. It retains broad business permissions. If someone should only view certain data or manage a restricted area, create a custom role and explicitly assign it rather than choosing `member` by default.\n\nPermissions to administer the organisation, members, invitations, roles and keys are separate from business permissions such as managing customers or viewing invoices. Being able to use the schedule does not automatically mean being able to invite someone or grant them access.","anchor":"understanding-built-in-roles","url":"https://app.bookelio.app/docs/en/team-and-permissions#understanding-built-in-roles"},{"id":"equipe-et-droits#creating-a-custom-role","title":"Creating a custom role","depth":2,"text":"Open Settings, then Roles and Permissions.\nChoose to create a role.\nEnter a stable identifier, for example reception or training-follow-up.\nTick the resources and actions that are actually needed in the grid.\nSave, then assign the role to the person from the member list.\nCheck with them that the expected tasks work and that unnecessary data remains outside their access scope.\nA custom role starts with no permissions. Granting read access to an area does not automatically allow creating, editing, deleting or sending within that area. Some operations have several effects: a registration that also creates a payment request may require more than just permission to view training courses.\nExample: for someone responsible for viewing participants, start with the appropriate viewing permissions. Add attendance management or certificate sending separately if their tasks require it. Do not grant all financial permissions merely to make an error disappear without identifying its cause.\nYou cannot delegate more permissions than you hold yourself. An existing role's identifier remains fixed: to change its name, create the new role, reassign the members, then deal with the old role after checking where it is used.","markdown":"1. Open Settings, then Roles and Permissions.\n2. Choose to create a role.\n3. Enter a stable identifier, for example `reception` or `training-follow-up`.\n4. Tick the resources and actions that are actually needed in the grid.\n5. Save, then assign the role to the person from the member list.\n6. Check with them that the expected tasks work and that unnecessary data remains outside their access scope.\n\nA custom role starts with no permissions. Granting read access to an area does not automatically allow creating, editing, deleting or sending within that area. Some operations have several effects: a registration that also creates a payment request may require more than just permission to view training courses.\n\nExample: for someone responsible for viewing participants, start with the appropriate viewing permissions. Add attendance management or certificate sending separately if their tasks require it. Do not grant all financial permissions merely to make an error disappear without identifying its cause.\n\nYou cannot delegate more permissions than you hold yourself. An existing role's identifier remains fixed: to change its name, create the new role, reassign the members, then deal with the old role after checking where it is used.","anchor":"creating-a-custom-role","url":"https://app.bookelio.app/docs/en/team-and-permissions#creating-a-custom-role"},{"id":"equipe-et-droits#changing-a-role-or-removing-a-member","title":"Changing a role or removing a member","depth":2,"text":"In the member list, the role selector lets you change another member's role if you are authorised to do so. Removal requires confirmation. Check the operational consequences before removing someone assigned to activities or bookings, and arrange their replacement.\nYour own account row does not let you change your role or remove yourself through these actions. This prevents some accidental losses of access. Involve another authorised manager when your own membership needs to be changed.\nA greyed-out or hidden action is not necessarily a display problem: it may indicate a limitation of your role or a safeguard specific to that person. Do not try to bypass it by sharing a colleague's account.","markdown":"In the member list, the role selector lets you change another member's role if you are authorised to do so. Removal requires confirmation. Check the operational consequences before removing someone assigned to activities or bookings, and arrange their replacement.\n\nYour own account row does not let you change your role or remove yourself through these actions. This prevents some accidental losses of access. Involve another authorised manager when your own membership needs to be changed.\n\nA greyed-out or hidden action is not necessarily a display problem: it may indicate a limitation of your role or a safeguard specific to that person. Do not try to bypass it by sharing a colleague's account.","anchor":"changing-a-role-or-removing-a-member","url":"https://app.bookelio.app/docs/en/team-and-permissions#changing-a-role-or-removing-a-member"},{"id":"equipe-et-droits#securing-your-personal-account","title":"Securing your personal account","depth":2,"text":"In My Account, you can update your name, request an email address change, change your password and manage passkeys when your device supports them. Follow the displayed confirmation steps when changing your email address.\nFor a password change, the form asks for the current password, the new password and its confirmation. Changing your password from this screen should not be interpreted as automatically ending all other sessions. If you suspect unauthorised access, notify your administrator so that all affected access can be addressed.\nDaily booking summary preferences are also configured in My Account: whether it is enabled, the time and sending a test. These are your preferences as a member, not an automatic subscription for the whole team.","markdown":"In My Account, you can update your name, request an email address change, change your password and manage passkeys when your device supports them. Follow the displayed confirmation steps when changing your email address.\n\nFor a password change, the form asks for the current password, the new password and its confirmation. Changing your password from this screen should not be interpreted as automatically ending all other sessions. If you suspect unauthorised access, notify your administrator so that all affected access can be addressed.\n\nDaily booking summary preferences are also configured in My Account: whether it is enabled, the time and sending a test. These are your preferences as a member, not an automatic subscription for the whole team.","anchor":"securing-your-personal-account","url":"https://app.bookelio.app/docs/en/team-and-permissions#securing-your-personal-account"},{"id":"equipe-et-droits#managing-api-keys-without-sharing-an-account","title":"Managing API keys without sharing an account","depth":2,"text":"API keys are for authorised integrations, not for a colleague to sign in as a person. Depending on your permissions, the API Keys page lets you create a named key and assign limited business permissions. Copy the new value to a secure location when you create it; do not put it in a public email, screenshot or documentation page.\nOlder keys may show a full-access indication. Restricting their permissions removes this exception without changing the key's value: coordinate this action with the person responsible for the integration to avoid interrupting its operation. New keys should not receive unlimited global access.\nIf a page remains inaccessible after a role change, refresh your session and check the active organisation. Give the administrator the exact task and displayed message; the troubleshooting guide helps distinguish a legitimate restriction from an error.","markdown":"API keys are for authorised integrations, not for a colleague to sign in as a person. Depending on your permissions, the API Keys page lets you create a named key and assign limited business permissions. Copy the new value to a secure location when you create it; do not put it in a public email, screenshot or documentation page.\n\nOlder keys may show a full-access indication. Restricting their permissions removes this exception without changing the key's value: coordinate this action with the person responsible for the integration to avoid interrupting its operation. New keys should not receive unlimited global access.\n\nIf a page remains inaccessible after a role change, refresh your session and check the active organisation. Give the administrator the exact task and displayed message; the [troubleshooting guide](/docs/en/troubleshooting) helps distinguish a legitimate restriction from an error.","anchor":"managing-api-keys-without-sharing-an-account","url":"https://app.bookelio.app/docs/en/team-and-permissions#managing-api-keys-without-sharing-an-account"}]},{"id":"parametres","slug":"settings","locale":"en","title":"Configuring your business, invoicing and services","description":"Organise Bookelio's settings and enter your business identity, taxes, themes and connections to external services.","category":"administration","audience":["gestionnaire"],"keywords":["settings","business","VAT","logo","IBAN","email","SMTP","Resend","Mollie","S3","automation"],"updatedAt":"2026-09-07","url":"https://app.bookelio.app/docs/en/settings","markdownUrl":"https://app.bookelio.app/docs/en/settings/markdown","markdown":"## Understanding the different configuration levels\n\nOrganisation settings affect your whole team's operations: business identity, taxes, emails or automatic invoicing. My Account preferences relate to your user or your personal membership of that organisation. Finally, some capabilities are enabled by the platform administrator and are not settings you can freely change in your dashboard.\n\nCheck the active organisation before changing a setting. If you manage several businesses, a value that is correct for one may be incorrect for another. Permission to view settings is separate from permission to change them; contact a manager if you do not have the necessary actions.\n\n## Entering the business identity\n\n1. Open the Business Details settings.\n2. Complete the legal name and tax identifier with the appropriate type.\n3. Check the country, street, number, optional unit or box number, postcode and town or city.\n4. Add the website, contact email address and phone number you want to use.\n5. Enter the relevant bank accounts, followed by the responsible person's name and signature where your use requires them.\n6. Save, then check a preview of a relevant document or email.\n\nThe display name used to select the organisation is not a substitute for its legal name. Emails carrying the business identity use the business information you have entered; it is therefore useful to complete it before the first emails are sent, not only before the first invoice.\n\nCheck bank details particularly carefully. The form allows several accounts and offers a QR code generation option for the relevant accounts. Having an account in your settings does not mean that Bookelio has verified its ownership or that it makes bank transfers.\n\n## Adding a logo and signature\n\nThe logo field offers an upload and actions to replace or remove the image. It can also accept an image address through the dialogue provided. Prefer an image that is clear on a light background and check its size in previews of the documents and emails that use it.\n\nFile storage must be working for uploads. If the image appears in the form but cannot be saved or displayed again, check the error message before adding more versions. A URL copied from a private external workspace may be inaccessible to a recipient: use the provided upload where possible.\n\nThe responsible person's name and signature are used by documents that include them, particularly training certificates. Maintain the signature with the same care as the other elements of the business identity.\n\n## Configuring VAT policies\n\nVAT policies let you reuse a rate and category, with exceptions by country. A policy has a name, a default rate, a tax category and, where applicable, exemption reasons. The form also lets you configure reverse charge and rules by country.\n\nCreate clear names that match your use, then associate the policies with the relevant offerings. Check the prefilled values: an automatically suggested rate is not a tax recommendation for your business.\n\nOffering prices entered excluding VAT and public prices including VAT are not the same value. To check a case, start with the price excluding VAT, the customer and their country, then compare the result in the relevant process. Changing a policy does not correct invoices that have already been created. If you are unsure which category to choose, have the configuration checked by the person responsible for your accounts.\n\n## Choosing invoicing automations\n\nInvoicing settings presents three independent choices:\n\n- Time-slot bookings: generate an invoice after payment.\n- Training registrations: generate an invoice after payment.\n- Invoice when the balance is requested: generate invoices for unpaid requests when the date for requesting full payment is reached.\n\nEach change is saved through the action on the setting. Wait for the save confirmation. These automations require a valid email service and storage. Invoices generated after payment are sent by email and, where possible, through Peppol; the balance reminder uses the link to the payment page.\n\nEnabling these settings should not be treated as an instruction to regenerate your entire history. Check the next operations and documents already linked before creating anything extra manually. The [invoicing guide](/docs/en/invoices-and-credit-notes) explains payment and duplicate checks.\n\n## Personalising emails\n\nIn Email themes, choose a theme and save. Available themes include Classic, Elegant, Corporate, Ocean, Sunset, Lavender and Rose. The preview helps you compare colour palettes; the operational content remains that of the messages being sent.\n\nOrganisation email footers include the logo and available business information. A campaign can choose a different theme from the organisation's without changing this global setting. Raw HTML campaigns retain their own presentation: they are not automatically recoloured. To prepare a complete campaign, see [Communication](/docs/en/communication).\n\n## Connecting external services\n\nThe Credentials section lets you add, edit and delete configurations. The dashboard currently offers forms to add SMTP and Resend for email delivery, Mollie for payments, S3 for storage and Peppol for electronic invoicing.\n\nBookelio also supports Stripe payments when configured, but this screen does not offer a form for adding Stripe. Involve the technical administrator for this case instead of looking for a type that is absent from the list.\n\nThe platform may provide certain default services when the organisation does not have its own configuration. An empty local list therefore does not always mean that no service is working. Conversely, adding an incorrect configuration may prevent normal use of the one intended for your organisation. Coordinate any change of provider with your administrator.\n\nNever share passwords or access keys in a screenshot or support ticket. Do not delete a connection to “test” it: that action can interrupt emails, payments or file access. For Peppol, enabling certain access and receiving documents additionally require action from the superadministration.\n\n## Personal preferences and advanced variables\n\nIn My Account, the daily booking summary is optional. Enable it, choose the time and save your profile. The test button requests a summary for the day with a subject marked as a test, even if daily delivery is not enabled. The time is interpreted in the time zone configured by the platform, not as a change to your browser's time zone.\n\nOrganisation variables are an advanced setting. Their editor displays a warning because an incorrect value can change how a module or connected website works. Use dedicated screens where they exist, and do not create a guessed key to try to enable a feature. Some internal variables are protected and cannot be changed from this page.","text":"Understanding the different configuration levels\nOrganisation settings affect your whole team's operations: business identity, taxes, emails or automatic invoicing. My Account preferences relate to your user or your personal membership of that organisation. Finally, some capabilities are enabled by the platform administrator and are not settings you can freely change in your dashboard.\nCheck the active organisation before changing a setting. If you manage several businesses, a value that is correct for one may be incorrect for another. Permission to view settings is separate from permission to change them; contact a manager if you do not have the necessary actions.\nEntering the business identity\nOpen the Business Details settings.\nComplete the legal name and tax identifier with the appropriate type.\nCheck the country, street, number, optional unit or box number, postcode and town or city.\nAdd the website, contact email address and phone number you want to use.\nEnter the relevant bank accounts, followed by the responsible person's name and signature where your use requires them.\nSave, then check a preview of a relevant document or email.\nThe display name used to select the organisation is not a substitute for its legal name. Emails carrying the business identity use the business information you have entered; it is therefore useful to complete it before the first emails are sent, not only before the first invoice.\nCheck bank details particularly carefully. The form allows several accounts and offers a QR code generation option for the relevant accounts. Having an account in your settings does not mean that Bookelio has verified its ownership or that it makes bank transfers.\nAdding a logo and signature\nThe logo field offers an upload and actions to replace or remove the image. It can also accept an image address through the dialogue provided. Prefer an image that is clear on a light background and check its size in previews of the documents and emails that use it.\nFile storage must be working for uploads. If the image appears in the form but cannot be saved or displayed again, check the error message before adding more versions. A URL copied from a private external workspace may be inaccessible to a recipient: use the provided upload where possible.\nThe responsible person's name and signature are used by documents that include them, particularly training certificates. Maintain the signature with the same care as the other elements of the business identity.\nConfiguring VAT policies\nVAT policies let you reuse a rate and category, with exceptions by country. A policy has a name, a default rate, a tax category and, where applicable, exemption reasons. The form also lets you configure reverse charge and rules by country.\nCreate clear names that match your use, then associate the policies with the relevant offerings. Check the prefilled values: an automatically suggested rate is not a tax recommendation for your business.\nOffering prices entered excluding VAT and public prices including VAT are not the same value. To check a case, start with the price excluding VAT, the customer and their country, then compare the result in the relevant process. Changing a policy does not correct invoices that have already been created. If you are unsure which category to choose, have the configuration checked by the person responsible for your accounts.\nChoosing invoicing automations\nInvoicing settings presents three independent choices:\nTime-slot bookings: generate an invoice after payment.\nTraining registrations: generate an invoice after payment.\nInvoice when the balance is requested: generate invoices for unpaid requests when the date for requesting full payment is reached.\nEach change is saved through the action on the setting. Wait for the save confirmation. These automations require a valid email service and storage. Invoices generated after payment are sent by email and, where possible, through Peppol; the balance reminder uses the link to the payment page.\nEnabling these settings should not be treated as an instruction to regenerate your entire history. Check the next operations and documents already linked before creating anything extra manually. The invoicing guide explains payment and duplicate checks.\nPersonalising emails\nIn Email themes, choose a theme and save. Available themes include Classic, Elegant, Corporate, Ocean, Sunset, Lavender and Rose. The preview helps you compare colour palettes; the operational content remains that of the messages being sent.\nOrganisation email footers include the logo and available business information. A campaign can choose a different theme from the organisation's without changing this global setting. Raw HTML campaigns retain their own presentation: they are not automatically recoloured. To prepare a complete campaign, see Communication.\nConnecting external services\nThe Credentials section lets you add, edit and delete configurations. The dashboard currently offers forms to add SMTP and Resend for email delivery, Mollie for payments, S3 for storage and Peppol for electronic invoicing.\nBookelio also supports Stripe payments when configured, but this screen does not offer a form for adding Stripe. Involve the technical administrator for this case instead of looking for a type that is absent from the list.\nThe platform may provide certain default services when the organisation does not have its own configuration. An empty local list therefore does not always mean that no service is working. Conversely, adding an incorrect configuration may prevent normal use of the one intended for your organisation. Coordinate any change of provider with your administrator.\nNever share passwords or access keys in a screenshot or support ticket. Do not delete a connection to “test” it: that action can interrupt emails, payments or file access. For Peppol, enabling certain access and receiving documents additionally require action from the superadministration.\nPersonal preferences and advanced variables\nIn My Account, the daily booking summary is optional. Enable it, choose the time and save your profile. The test button requests a summary for the day with a subject marked as a test, even if daily delivery is not enabled. The time is interpreted in the time zone configured by the platform, not as a change to your browser's time zone.\nOrganisation variables are an advanced setting. Their editor displays a warning because an incorrect value can change how a module or connected website works. Use dedicated screens where they exist, and do not create a guessed key to try to enable a feature. Some internal variables are protected and cannot be changed from this page.","sections":[{"id":"parametres#understanding-the-different-configuration-levels","title":"Understanding the different configuration levels","depth":2,"text":"Organisation settings affect your whole team's operations: business identity, taxes, emails or automatic invoicing. My Account preferences relate to your user or your personal membership of that organisation. Finally, some capabilities are enabled by the platform administrator and are not settings you can freely change in your dashboard.\nCheck the active organisation before changing a setting. If you manage several businesses, a value that is correct for one may be incorrect for another. Permission to view settings is separate from permission to change them; contact a manager if you do not have the necessary actions.","markdown":"Organisation settings affect your whole team's operations: business identity, taxes, emails or automatic invoicing. My Account preferences relate to your user or your personal membership of that organisation. Finally, some capabilities are enabled by the platform administrator and are not settings you can freely change in your dashboard.\n\nCheck the active organisation before changing a setting. If you manage several businesses, a value that is correct for one may be incorrect for another. Permission to view settings is separate from permission to change them; contact a manager if you do not have the necessary actions.","anchor":"understanding-the-different-configuration-levels","url":"https://app.bookelio.app/docs/en/settings#understanding-the-different-configuration-levels"},{"id":"parametres#entering-the-business-identity","title":"Entering the business identity","depth":2,"text":"Open the Business Details settings.\nComplete the legal name and tax identifier with the appropriate type.\nCheck the country, street, number, optional unit or box number, postcode and town or city.\nAdd the website, contact email address and phone number you want to use.\nEnter the relevant bank accounts, followed by the responsible person's name and signature where your use requires them.\nSave, then check a preview of a relevant document or email.\nThe display name used to select the organisation is not a substitute for its legal name. Emails carrying the business identity use the business information you have entered; it is therefore useful to complete it before the first emails are sent, not only before the first invoice.\nCheck bank details particularly carefully. The form allows several accounts and offers a QR code generation option for the relevant accounts. Having an account in your settings does not mean that Bookelio has verified its ownership or that it makes bank transfers.","markdown":"1. Open the Business Details settings.\n2. Complete the legal name and tax identifier with the appropriate type.\n3. Check the country, street, number, optional unit or box number, postcode and town or city.\n4. Add the website, contact email address and phone number you want to use.\n5. Enter the relevant bank accounts, followed by the responsible person's name and signature where your use requires them.\n6. Save, then check a preview of a relevant document or email.\n\nThe display name used to select the organisation is not a substitute for its legal name. Emails carrying the business identity use the business information you have entered; it is therefore useful to complete it before the first emails are sent, not only before the first invoice.\n\nCheck bank details particularly carefully. The form allows several accounts and offers a QR code generation option for the relevant accounts. Having an account in your settings does not mean that Bookelio has verified its ownership or that it makes bank transfers.","anchor":"entering-the-business-identity","url":"https://app.bookelio.app/docs/en/settings#entering-the-business-identity"},{"id":"parametres#adding-a-logo-and-signature","title":"Adding a logo and signature","depth":2,"text":"The logo field offers an upload and actions to replace or remove the image. It can also accept an image address through the dialogue provided. Prefer an image that is clear on a light background and check its size in previews of the documents and emails that use it.\nFile storage must be working for uploads. If the image appears in the form but cannot be saved or displayed again, check the error message before adding more versions. A URL copied from a private external workspace may be inaccessible to a recipient: use the provided upload where possible.\nThe responsible person's name and signature are used by documents that include them, particularly training certificates. Maintain the signature with the same care as the other elements of the business identity.","markdown":"The logo field offers an upload and actions to replace or remove the image. It can also accept an image address through the dialogue provided. Prefer an image that is clear on a light background and check its size in previews of the documents and emails that use it.\n\nFile storage must be working for uploads. If the image appears in the form but cannot be saved or displayed again, check the error message before adding more versions. A URL copied from a private external workspace may be inaccessible to a recipient: use the provided upload where possible.\n\nThe responsible person's name and signature are used by documents that include them, particularly training certificates. Maintain the signature with the same care as the other elements of the business identity.","anchor":"adding-a-logo-and-signature","url":"https://app.bookelio.app/docs/en/settings#adding-a-logo-and-signature"},{"id":"parametres#configuring-vat-policies","title":"Configuring VAT policies","depth":2,"text":"VAT policies let you reuse a rate and category, with exceptions by country. A policy has a name, a default rate, a tax category and, where applicable, exemption reasons. The form also lets you configure reverse charge and rules by country.\nCreate clear names that match your use, then associate the policies with the relevant offerings. Check the prefilled values: an automatically suggested rate is not a tax recommendation for your business.\nOffering prices entered excluding VAT and public prices including VAT are not the same value. To check a case, start with the price excluding VAT, the customer and their country, then compare the result in the relevant process. Changing a policy does not correct invoices that have already been created. If you are unsure which category to choose, have the configuration checked by the person responsible for your accounts.","markdown":"VAT policies let you reuse a rate and category, with exceptions by country. A policy has a name, a default rate, a tax category and, where applicable, exemption reasons. The form also lets you configure reverse charge and rules by country.\n\nCreate clear names that match your use, then associate the policies with the relevant offerings. Check the prefilled values: an automatically suggested rate is not a tax recommendation for your business.\n\nOffering prices entered excluding VAT and public prices including VAT are not the same value. To check a case, start with the price excluding VAT, the customer and their country, then compare the result in the relevant process. Changing a policy does not correct invoices that have already been created. If you are unsure which category to choose, have the configuration checked by the person responsible for your accounts.","anchor":"configuring-vat-policies","url":"https://app.bookelio.app/docs/en/settings#configuring-vat-policies"},{"id":"parametres#choosing-invoicing-automations","title":"Choosing invoicing automations","depth":2,"text":"Invoicing settings presents three independent choices:\nTime-slot bookings: generate an invoice after payment.\nTraining registrations: generate an invoice after payment.\nInvoice when the balance is requested: generate invoices for unpaid requests when the date for requesting full payment is reached.\nEach change is saved through the action on the setting. Wait for the save confirmation. These automations require a valid email service and storage. Invoices generated after payment are sent by email and, where possible, through Peppol; the balance reminder uses the link to the payment page.\nEnabling these settings should not be treated as an instruction to regenerate your entire history. Check the next operations and documents already linked before creating anything extra manually. The invoicing guide explains payment and duplicate checks.","markdown":"Invoicing settings presents three independent choices:\n\n- Time-slot bookings: generate an invoice after payment.\n- Training registrations: generate an invoice after payment.\n- Invoice when the balance is requested: generate invoices for unpaid requests when the date for requesting full payment is reached.\n\nEach change is saved through the action on the setting. Wait for the save confirmation. These automations require a valid email service and storage. Invoices generated after payment are sent by email and, where possible, through Peppol; the balance reminder uses the link to the payment page.\n\nEnabling these settings should not be treated as an instruction to regenerate your entire history. Check the next operations and documents already linked before creating anything extra manually. The [invoicing guide](/docs/en/invoices-and-credit-notes) explains payment and duplicate checks.","anchor":"choosing-invoicing-automations","url":"https://app.bookelio.app/docs/en/settings#choosing-invoicing-automations"},{"id":"parametres#personalising-emails","title":"Personalising emails","depth":2,"text":"In Email themes, choose a theme and save. Available themes include Classic, Elegant, Corporate, Ocean, Sunset, Lavender and Rose. The preview helps you compare colour palettes; the operational content remains that of the messages being sent.\nOrganisation email footers include the logo and available business information. A campaign can choose a different theme from the organisation's without changing this global setting. Raw HTML campaigns retain their own presentation: they are not automatically recoloured. To prepare a complete campaign, see Communication.","markdown":"In Email themes, choose a theme and save. Available themes include Classic, Elegant, Corporate, Ocean, Sunset, Lavender and Rose. The preview helps you compare colour palettes; the operational content remains that of the messages being sent.\n\nOrganisation email footers include the logo and available business information. A campaign can choose a different theme from the organisation's without changing this global setting. Raw HTML campaigns retain their own presentation: they are not automatically recoloured. To prepare a complete campaign, see [Communication](/docs/en/communication).","anchor":"personalising-emails","url":"https://app.bookelio.app/docs/en/settings#personalising-emails"},{"id":"parametres#connecting-external-services","title":"Connecting external services","depth":2,"text":"The Credentials section lets you add, edit and delete configurations. The dashboard currently offers forms to add SMTP and Resend for email delivery, Mollie for payments, S3 for storage and Peppol for electronic invoicing.\nBookelio also supports Stripe payments when configured, but this screen does not offer a form for adding Stripe. Involve the technical administrator for this case instead of looking for a type that is absent from the list.\nThe platform may provide certain default services when the organisation does not have its own configuration. An empty local list therefore does not always mean that no service is working. Conversely, adding an incorrect configuration may prevent normal use of the one intended for your organisation. Coordinate any change of provider with your administrator.\nNever share passwords or access keys in a screenshot or support ticket. Do not delete a connection to “test” it: that action can interrupt emails, payments or file access. For Peppol, enabling certain access and receiving documents additionally require action from the superadministration.","markdown":"The Credentials section lets you add, edit and delete configurations. The dashboard currently offers forms to add SMTP and Resend for email delivery, Mollie for payments, S3 for storage and Peppol for electronic invoicing.\n\nBookelio also supports Stripe payments when configured, but this screen does not offer a form for adding Stripe. Involve the technical administrator for this case instead of looking for a type that is absent from the list.\n\nThe platform may provide certain default services when the organisation does not have its own configuration. An empty local list therefore does not always mean that no service is working. Conversely, adding an incorrect configuration may prevent normal use of the one intended for your organisation. Coordinate any change of provider with your administrator.\n\nNever share passwords or access keys in a screenshot or support ticket. Do not delete a connection to “test” it: that action can interrupt emails, payments or file access. For Peppol, enabling certain access and receiving documents additionally require action from the superadministration.","anchor":"connecting-external-services","url":"https://app.bookelio.app/docs/en/settings#connecting-external-services"},{"id":"parametres#personal-preferences-and-advanced-variables","title":"Personal preferences and advanced variables","depth":2,"text":"In My Account, the daily booking summary is optional. Enable it, choose the time and save your profile. The test button requests a summary for the day with a subject marked as a test, even if daily delivery is not enabled. The time is interpreted in the time zone configured by the platform, not as a change to your browser's time zone.\nOrganisation variables are an advanced setting. Their editor displays a warning because an incorrect value can change how a module or connected website works. Use dedicated screens where they exist, and do not create a guessed key to try to enable a feature. Some internal variables are protected and cannot be changed from this page.","markdown":"In My Account, the daily booking summary is optional. Enable it, choose the time and save your profile. The test button requests a summary for the day with a subject marked as a test, even if daily delivery is not enabled. The time is interpreted in the time zone configured by the platform, not as a change to your browser's time zone.\n\nOrganisation variables are an advanced setting. Their editor displays a warning because an incorrect value can change how a module or connected website works. Use dedicated screens where they exist, and do not create a guessed key to try to enable a feature. Some internal variables are protected and cannot be changed from this page.","anchor":"personal-preferences-and-advanced-variables","url":"https://app.bookelio.app/docs/en/settings#personal-preferences-and-advanced-variables"}]},{"id":"depannage","slug":"troubleshooting","locale":"en","title":"Solving common problems and asking for help","description":"Check access, empty lists, payments, documents and emails without creating duplicates or changing data unnecessarily.","category":"demarrer","audience":["gestionnaire"],"keywords":["help","troubleshooting","problem","access denied","pending payment","missing email","empty list","duplicate"],"updatedAt":"2026-09-07","url":"https://app.bookelio.app/docs/en/troubleshooting","markdownUrl":"https://app.bookelio.app/docs/en/troubleshooting/markdown","markdown":"## Starting with three simple checks\n\n1. Check that you are signed in and that the correct organisation is active. The same pages display different data when you switch organisations.\n2. Clear searches and filters that are no longer needed, then check the tab and results page you are viewing.\n3. Read the exact message again. An action denied because of missing permissions is not resolved in the same way as a data error or an unavailable external service.\n\nBefore refreshing a data-entry page, copy any unsaved information you do not want to lose. If an action has external effects — a payment, refund, invoice or campaign — check its result in the history before clicking again.\n\n## A menu section has disappeared\n\nThe menu depends both on the modules enabled for your organisation and on your permissions. Its search can also hide entries that do not match the text entered, and some groups may be collapsed.\n\nClear the menu search, expand the relevant group and then check the organisation. If the section is still missing, ask your administrator whether your role and the enabled modules allow access to it. Opening an address directly will not grant you extra permissions.\n\nA section described in the documentation is not necessarily enabled for every account. See [Team and permissions](/docs/en/team-and-permissions) to clarify which role is needed, without sharing another member's credentials.\n\n## A list appears empty or a customer cannot be found\n\nCheck the date, country, presence of contact details, customer or status filters as applicable to the page, as well as the selected tab. An invoice list and a credit note list do not contain the same documents; the incoming documents list is separate again.\n\nSearch using a stable detail, such as part of a name or an email address. If you are looking for a recent transaction, also check the period: the request's creation date and the payment date are not necessarily identical.\n\nDo not immediately create a new customer or a second invoice because the first search returns nothing. The wrong organisation or a retained filter can hide existing data. The [customer guide](/docs/en/customers) describes searching and handling duplicates.\n\n## An action is missing or disabled\n\nAn action can depend on your permissions, the item's state or an operation already in progress. For example, a payment request can no longer be edited once a payment or a document that has not been deleted is linked to it. Even a failed payment attempt creates a history that blocks this change.\n\nSimilarly, sending through Peppol is not offered when a transmission is already pending or the latest transmission succeeded. Your own account row does not let you change your role or remove yourself through the actions intended for other members.\n\nNote the action you want to perform and the visible state, then consult the module's guide before requesting broader permissions. Granting more permissions does not remove a safeguard tied to financial history.\n\n## A time slot is not shown as available\n\nCheck that you have chosen the correct place, room, activity and date. Review the activity and member assignments, the place's opening hours, and the staff member's working hours and leave. An existing booking may occupy either the room or the staff member in another room.\n\nA member's availability is managed from their row in the member settings. Changing these hours affects the time slots offered: do not remove a legitimate period of unavailability simply to force the desired booking. See [Places and availability](/docs/en/places-and-availability) and [Activities and bookings](/docs/en/activities-and-bookings) for the full sequence of checks.\n\n## A payment remains pending\n\nThe customer's return from their provider is not, by itself, the final confirmation received by Bookelio. Open the relevant request and inspect its payments, references and statuses. Then check the payment with the provider together with an authorised person if necessary.\n\nDo not add a manual payment simply to make the Pending status disappear while the provider may still confirm the transaction. You could count the same money received twice. If a bank transfer has actually been received outside the online process, record an external payment following the [payments guide](/docs/en/payments).\n\nFor training paid in instalments, check every request for the registration: a paid deposit is not payment in full. For a refund, distinguish the request made to the provider, its outcome and any commercial adjustment through a credit note.\n\n## An invoice cannot be created or downloaded\n\nCheck the business and customer details, the line item descriptions and units, taxes and totals. A due date is required for an invoice with a positive amount. An amount already paid must not exceed the document total.\n\nIf the message mentions structured validation, note the details without arbitrarily changing taxes to bypass the check. If it concerns storage or downloading, contact the person who manages the organisation's services. Creating a second invoice does not restore an inaccessible file.\n\nThe dashboard does not offer invoice deletion. If a document is incorrect, have your manager determine the necessary correction. See [Invoices and credit notes](/docs/en/invoices-and-credit-notes) and, for a transmission, [Peppol](/docs/en/peppol).\n\n## An email has not arrived\n\nCheck the recipient's address and their spam folder. Find the message in the email history and check its status. Sent does not mean read; Failed requires examining the message and the sending connection; Queued means sending is still pending and requires checking the processing in progress.\n\nFor a campaign, check that the person actually belongs to a selected list. A customer and a newsletter subscriber are two different records. Unsubscribing removes the address from all the organisation's lists; do not reimport it merely to make a send succeed.\n\nBefore sending an entire campaign again, make sure a first attempt has not already reached some recipients. The [communication guide](/docs/en/communication) explains lists, previews and templates.\n\n## Preparing a useful support request\n\nProvide the organisation name, the page used, the action attempted, the expected result, the date and approximate time, and the exact message. If possible, add the booking, payment request or document reference, and explain whether the problem affects a single record or several.\n\nA screenshot can help, but hide unnecessary personal data, sensitive bank details and all access secrets. Never share a password, API key, personal sign-in link or a provider's secret credentials. Keep the existing records so they can be investigated: cancelling, recreating or changing several settings at once often makes the source of the problem harder to understand.","text":"Starting with three simple checks\nCheck that you are signed in and that the correct organisation is active. The same pages display different data when you switch organisations.\nClear searches and filters that are no longer needed, then check the tab and results page you are viewing.\nRead the exact message again. An action denied because of missing permissions is not resolved in the same way as a data error or an unavailable external service.\nBefore refreshing a data-entry page, copy any unsaved information you do not want to lose. If an action has external effects — a payment, refund, invoice or campaign — check its result in the history before clicking again.\nA menu section has disappeared\nThe menu depends both on the modules enabled for your organisation and on your permissions. Its search can also hide entries that do not match the text entered, and some groups may be collapsed.\nClear the menu search, expand the relevant group and then check the organisation. If the section is still missing, ask your administrator whether your role and the enabled modules allow access to it. Opening an address directly will not grant you extra permissions.\nA section described in the documentation is not necessarily enabled for every account. See Team and permissions to clarify which role is needed, without sharing another member's credentials.\nA list appears empty or a customer cannot be found\nCheck the date, country, presence of contact details, customer or status filters as applicable to the page, as well as the selected tab. An invoice list and a credit note list do not contain the same documents; the incoming documents list is separate again.\nSearch using a stable detail, such as part of a name or an email address. If you are looking for a recent transaction, also check the period: the request's creation date and the payment date are not necessarily identical.\nDo not immediately create a new customer or a second invoice because the first search returns nothing. The wrong organisation or a retained filter can hide existing data. The customer guide describes searching and handling duplicates.\nAn action is missing or disabled\nAn action can depend on your permissions, the item's state or an operation already in progress. For example, a payment request can no longer be edited once a payment or a document that has not been deleted is linked to it. Even a failed payment attempt creates a history that blocks this change.\nSimilarly, sending through Peppol is not offered when a transmission is already pending or the latest transmission succeeded. Your own account row does not let you change your role or remove yourself through the actions intended for other members.\nNote the action you want to perform and the visible state, then consult the module's guide before requesting broader permissions. Granting more permissions does not remove a safeguard tied to financial history.\nA time slot is not shown as available\nCheck that you have chosen the correct place, room, activity and date. Review the activity and member assignments, the place's opening hours, and the staff member's working hours and leave. An existing booking may occupy either the room or the staff member in another room.\nA member's availability is managed from their row in the member settings. Changing these hours affects the time slots offered: do not remove a legitimate period of unavailability simply to force the desired booking. See Places and availability and Activities and bookings for the full sequence of checks.\nA payment remains pending\nThe customer's return from their provider is not, by itself, the final confirmation received by Bookelio. Open the relevant request and inspect its payments, references and statuses. Then check the payment with the provider together with an authorised person if necessary.\nDo not add a manual payment simply to make the Pending status disappear while the provider may still confirm the transaction. You could count the same money received twice. If a bank transfer has actually been received outside the online process, record an external payment following the payments guide.\nFor training paid in instalments, check every request for the registration: a paid deposit is not payment in full. For a refund, distinguish the request made to the provider, its outcome and any commercial adjustment through a credit note.\nAn invoice cannot be created or downloaded\nCheck the business and customer details, the line item descriptions and units, taxes and totals. A due date is required for an invoice with a positive amount. An amount already paid must not exceed the document total.\nIf the message mentions structured validation, note the details without arbitrarily changing taxes to bypass the check. If it concerns storage or downloading, contact the person who manages the organisation's services. Creating a second invoice does not restore an inaccessible file.\nThe dashboard does not offer invoice deletion. If a document is incorrect, have your manager determine the necessary correction. See Invoices and credit notes and, for a transmission, Peppol.\nAn email has not arrived\nCheck the recipient's address and their spam folder. Find the message in the email history and check its status. Sent does not mean read; Failed requires examining the message and the sending connection; Queued means sending is still pending and requires checking the processing in progress.\nFor a campaign, check that the person actually belongs to a selected list. A customer and a newsletter subscriber are two different records. Unsubscribing removes the address from all the organisation's lists; do not reimport it merely to make a send succeed.\nBefore sending an entire campaign again, make sure a first attempt has not already reached some recipients. The communication guide explains lists, previews and templates.\nPreparing a useful support request\nProvide the organisation name, the page used, the action attempted, the expected result, the date and approximate time, and the exact message. If possible, add the booking, payment request or document reference, and explain whether the problem affects a single record or several.\nA screenshot can help, but hide unnecessary personal data, sensitive bank details and all access secrets. Never share a password, API key, personal sign-in link or a provider's secret credentials. Keep the existing records so they can be investigated: cancelling, recreating or changing several settings at once often makes the source of the problem harder to understand.","sections":[{"id":"depannage#starting-with-three-simple-checks","title":"Starting with three simple checks","depth":2,"text":"Check that you are signed in and that the correct organisation is active. The same pages display different data when you switch organisations.\nClear searches and filters that are no longer needed, then check the tab and results page you are viewing.\nRead the exact message again. An action denied because of missing permissions is not resolved in the same way as a data error or an unavailable external service.\nBefore refreshing a data-entry page, copy any unsaved information you do not want to lose. If an action has external effects — a payment, refund, invoice or campaign — check its result in the history before clicking again.","markdown":"1. Check that you are signed in and that the correct organisation is active. The same pages display different data when you switch organisations.\n2. Clear searches and filters that are no longer needed, then check the tab and results page you are viewing.\n3. Read the exact message again. An action denied because of missing permissions is not resolved in the same way as a data error or an unavailable external service.\n\nBefore refreshing a data-entry page, copy any unsaved information you do not want to lose. If an action has external effects — a payment, refund, invoice or campaign — check its result in the history before clicking again.","anchor":"starting-with-three-simple-checks","url":"https://app.bookelio.app/docs/en/troubleshooting#starting-with-three-simple-checks"},{"id":"depannage#a-menu-section-has-disappeared","title":"A menu section has disappeared","depth":2,"text":"The menu depends both on the modules enabled for your organisation and on your permissions. Its search can also hide entries that do not match the text entered, and some groups may be collapsed.\nClear the menu search, expand the relevant group and then check the organisation. If the section is still missing, ask your administrator whether your role and the enabled modules allow access to it. Opening an address directly will not grant you extra permissions.\nA section described in the documentation is not necessarily enabled for every account. See Team and permissions to clarify which role is needed, without sharing another member's credentials.","markdown":"The menu depends both on the modules enabled for your organisation and on your permissions. Its search can also hide entries that do not match the text entered, and some groups may be collapsed.\n\nClear the menu search, expand the relevant group and then check the organisation. If the section is still missing, ask your administrator whether your role and the enabled modules allow access to it. Opening an address directly will not grant you extra permissions.\n\nA section described in the documentation is not necessarily enabled for every account. See [Team and permissions](/docs/en/team-and-permissions) to clarify which role is needed, without sharing another member's credentials.","anchor":"a-menu-section-has-disappeared","url":"https://app.bookelio.app/docs/en/troubleshooting#a-menu-section-has-disappeared"},{"id":"depannage#a-list-appears-empty-or-a-customer-cannot-be-found","title":"A list appears empty or a customer cannot be found","depth":2,"text":"Check the date, country, presence of contact details, customer or status filters as applicable to the page, as well as the selected tab. An invoice list and a credit note list do not contain the same documents; the incoming documents list is separate again.\nSearch using a stable detail, such as part of a name or an email address. If you are looking for a recent transaction, also check the period: the request's creation date and the payment date are not necessarily identical.\nDo not immediately create a new customer or a second invoice because the first search returns nothing. The wrong organisation or a retained filter can hide existing data. The customer guide describes searching and handling duplicates.","markdown":"Check the date, country, presence of contact details, customer or status filters as applicable to the page, as well as the selected tab. An invoice list and a credit note list do not contain the same documents; the incoming documents list is separate again.\n\nSearch using a stable detail, such as part of a name or an email address. If you are looking for a recent transaction, also check the period: the request's creation date and the payment date are not necessarily identical.\n\nDo not immediately create a new customer or a second invoice because the first search returns nothing. The wrong organisation or a retained filter can hide existing data. The [customer guide](/docs/en/customers) describes searching and handling duplicates.","anchor":"a-list-appears-empty-or-a-customer-cannot-be-found","url":"https://app.bookelio.app/docs/en/troubleshooting#a-list-appears-empty-or-a-customer-cannot-be-found"},{"id":"depannage#an-action-is-missing-or-disabled","title":"An action is missing or disabled","depth":2,"text":"An action can depend on your permissions, the item's state or an operation already in progress. For example, a payment request can no longer be edited once a payment or a document that has not been deleted is linked to it. Even a failed payment attempt creates a history that blocks this change.\nSimilarly, sending through Peppol is not offered when a transmission is already pending or the latest transmission succeeded. Your own account row does not let you change your role or remove yourself through the actions intended for other members.\nNote the action you want to perform and the visible state, then consult the module's guide before requesting broader permissions. Granting more permissions does not remove a safeguard tied to financial history.","markdown":"An action can depend on your permissions, the item's state or an operation already in progress. For example, a payment request can no longer be edited once a payment or a document that has not been deleted is linked to it. Even a failed payment attempt creates a history that blocks this change.\n\nSimilarly, sending through Peppol is not offered when a transmission is already pending or the latest transmission succeeded. Your own account row does not let you change your role or remove yourself through the actions intended for other members.\n\nNote the action you want to perform and the visible state, then consult the module's guide before requesting broader permissions. Granting more permissions does not remove a safeguard tied to financial history.","anchor":"an-action-is-missing-or-disabled","url":"https://app.bookelio.app/docs/en/troubleshooting#an-action-is-missing-or-disabled"},{"id":"depannage#a-time-slot-is-not-shown-as-available","title":"A time slot is not shown as available","depth":2,"text":"Check that you have chosen the correct place, room, activity and date. Review the activity and member assignments, the place's opening hours, and the staff member's working hours and leave. An existing booking may occupy either the room or the staff member in another room.\nA member's availability is managed from their row in the member settings. Changing these hours affects the time slots offered: do not remove a legitimate period of unavailability simply to force the desired booking. See Places and availability and Activities and bookings for the full sequence of checks.","markdown":"Check that you have chosen the correct place, room, activity and date. Review the activity and member assignments, the place's opening hours, and the staff member's working hours and leave. An existing booking may occupy either the room or the staff member in another room.\n\nA member's availability is managed from their row in the member settings. Changing these hours affects the time slots offered: do not remove a legitimate period of unavailability simply to force the desired booking. See [Places and availability](/docs/en/places-and-availability) and [Activities and bookings](/docs/en/activities-and-bookings) for the full sequence of checks.","anchor":"a-time-slot-is-not-shown-as-available","url":"https://app.bookelio.app/docs/en/troubleshooting#a-time-slot-is-not-shown-as-available"},{"id":"depannage#a-payment-remains-pending","title":"A payment remains pending","depth":2,"text":"The customer's return from their provider is not, by itself, the final confirmation received by Bookelio. Open the relevant request and inspect its payments, references and statuses. Then check the payment with the provider together with an authorised person if necessary.\nDo not add a manual payment simply to make the Pending status disappear while the provider may still confirm the transaction. You could count the same money received twice. If a bank transfer has actually been received outside the online process, record an external payment following the payments guide.\nFor training paid in instalments, check every request for the registration: a paid deposit is not payment in full. For a refund, distinguish the request made to the provider, its outcome and any commercial adjustment through a credit note.","markdown":"The customer's return from their provider is not, by itself, the final confirmation received by Bookelio. Open the relevant request and inspect its payments, references and statuses. Then check the payment with the provider together with an authorised person if necessary.\n\nDo not add a manual payment simply to make the Pending status disappear while the provider may still confirm the transaction. You could count the same money received twice. If a bank transfer has actually been received outside the online process, record an external payment following the [payments guide](/docs/en/payments).\n\nFor training paid in instalments, check every request for the registration: a paid deposit is not payment in full. For a refund, distinguish the request made to the provider, its outcome and any commercial adjustment through a credit note.","anchor":"a-payment-remains-pending","url":"https://app.bookelio.app/docs/en/troubleshooting#a-payment-remains-pending"},{"id":"depannage#an-invoice-cannot-be-created-or-downloaded","title":"An invoice cannot be created or downloaded","depth":2,"text":"Check the business and customer details, the line item descriptions and units, taxes and totals. A due date is required for an invoice with a positive amount. An amount already paid must not exceed the document total.\nIf the message mentions structured validation, note the details without arbitrarily changing taxes to bypass the check. If it concerns storage or downloading, contact the person who manages the organisation's services. Creating a second invoice does not restore an inaccessible file.\nThe dashboard does not offer invoice deletion. If a document is incorrect, have your manager determine the necessary correction. See Invoices and credit notes and, for a transmission, Peppol.","markdown":"Check the business and customer details, the line item descriptions and units, taxes and totals. A due date is required for an invoice with a positive amount. An amount already paid must not exceed the document total.\n\nIf the message mentions structured validation, note the details without arbitrarily changing taxes to bypass the check. If it concerns storage or downloading, contact the person who manages the organisation's services. Creating a second invoice does not restore an inaccessible file.\n\nThe dashboard does not offer invoice deletion. If a document is incorrect, have your manager determine the necessary correction. See [Invoices and credit notes](/docs/en/invoices-and-credit-notes) and, for a transmission, [Peppol](/docs/en/peppol).","anchor":"an-invoice-cannot-be-created-or-downloaded","url":"https://app.bookelio.app/docs/en/troubleshooting#an-invoice-cannot-be-created-or-downloaded"},{"id":"depannage#an-email-has-not-arrived","title":"An email has not arrived","depth":2,"text":"Check the recipient's address and their spam folder. Find the message in the email history and check its status. Sent does not mean read; Failed requires examining the message and the sending connection; Queued means sending is still pending and requires checking the processing in progress.\nFor a campaign, check that the person actually belongs to a selected list. A customer and a newsletter subscriber are two different records. Unsubscribing removes the address from all the organisation's lists; do not reimport it merely to make a send succeed.\nBefore sending an entire campaign again, make sure a first attempt has not already reached some recipients. The communication guide explains lists, previews and templates.","markdown":"Check the recipient's address and their spam folder. Find the message in the email history and check its status. Sent does not mean read; Failed requires examining the message and the sending connection; Queued means sending is still pending and requires checking the processing in progress.\n\nFor a campaign, check that the person actually belongs to a selected list. A customer and a newsletter subscriber are two different records. Unsubscribing removes the address from all the organisation's lists; do not reimport it merely to make a send succeed.\n\nBefore sending an entire campaign again, make sure a first attempt has not already reached some recipients. The [communication guide](/docs/en/communication) explains lists, previews and templates.","anchor":"an-email-has-not-arrived","url":"https://app.bookelio.app/docs/en/troubleshooting#an-email-has-not-arrived"},{"id":"depannage#preparing-a-useful-support-request","title":"Preparing a useful support request","depth":2,"text":"Provide the organisation name, the page used, the action attempted, the expected result, the date and approximate time, and the exact message. If possible, add the booking, payment request or document reference, and explain whether the problem affects a single record or several.\nA screenshot can help, but hide unnecessary personal data, sensitive bank details and all access secrets. Never share a password, API key, personal sign-in link or a provider's secret credentials. Keep the existing records so they can be investigated: cancelling, recreating or changing several settings at once often makes the source of the problem harder to understand.","markdown":"Provide the organisation name, the page used, the action attempted, the expected result, the date and approximate time, and the exact message. If possible, add the booking, payment request or document reference, and explain whether the problem affects a single record or several.\n\nA screenshot can help, but hide unnecessary personal data, sensitive bank details and all access secrets. Never share a password, API key, personal sign-in link or a provider's secret credentials. Keep the existing records so they can be investigated: cancelling, recreating or changing several settings at once often makes the source of the problem harder to understand.","anchor":"preparing-a-useful-support-request","url":"https://app.bookelio.app/docs/en/troubleshooting#preparing-a-useful-support-request"}]}]}