Start with the smallest check that can explain the problem. Record what is confirmed before retrying an action that could charge money, change a booking or contact a guest.
- 1Verify the active venue before starting work.
- 2The go-live checklist shows what still needs attention.
I cannot see a room or booking time
Confirm the active location, room and local date. Check room visibility, capacity, schedule mode, operating hours, holidays, cutoff, reset buffer, existing bookings and temporary holds. Open the public booking page to compare it with the staff view. Do not create a duplicate room to work around an availability problem.
I can sign in but the dashboard is wrong
Check the identity and active staff location. A customer account does not grant staff access. Missing controls can reflect role permissions or a disabled feature. Ask an owner to verify the membership and role before broadening access. If a stale session remains, use the normal sign-out/sign-in flow; do not share passwords or verification codes.
A payment result is unclear
Look up the booking and the connected processor’s transaction before collecting again. Distinguish pending, failed and successful payment from the booking’s own status. Check a refund independently from cancellation. Save the reference and approximate time; never send card details to support.
The room screen has no sound or stops updating
Tap the sound-enabling control on that device and check separate music/mute settings and device volume. Confirm the correct session and network. Paused, completed or hidden states can intentionally stop audio. Reduced-motion or Image only can intentionally remove background video.
For a stale live display, preserve the current session and keep supervising guests using your venue’s fallback procedure. A browser refresh may reconnect a display; creating another live game can make the situation harder to diagnose. Never post its secret link publicly. Rehearse settings in the safe public demo.
An email or phone invitation is missing
Check the intended workflow, saved settings, recipient or session, and any delivery history. A template preview is not a send. Repeated sends can create confusion. The public paired phone demo stays in one browser; a live invitation QR is created by the actual session.
Send useful evidence to IOX
Include the venue, page, device/browser, approximate time, the action you took and what you expected. Use a booking reference where relevant, and crop or redact private details before sharing screenshots. Avoid live login, payment, waiver or player tokens.
For existing Skape clients, IOX can configure hours, prices, booking options, room screens, emails and other software settings remotely. Your venue handles physical installation, cables, mounting and onsite equipment. Call, email or send the request below. A submitted request starts a conversation; it does not itself change your account.
Want us to set this up for you?
If you’re a Skape client, just tell us what you need configured. Call, email, or send a request here, and we’ll set it up for you.
That includes things like hours, prices, booking options, emails, party packages, and feature settings.
We handle system configuration remotely. Your team handles physical onsite work, such as mounting screens, running cables, and installing equipment.