Help Center

Is your service really free? Are there any hidden costs?

Our service is really free and there are no hidden costs. The only service that is associated with a fee is our SMS reminders for clients. But SMS reminders are an optional feature. By default, we only send free email reminders.

Do you display advertisements on your web pages or in your e-mails?

No. Our website and all of our e-mail messages are 100% ad-free.

How can I export information about my clients?

To export information about your clients, visit the “Clients” page and click on “Export to Excel.” This will export all of your clients' information in an Excel document.
Screenshot

How can I download or export my appointments?

To export your appointments, visit the calendar page and click on “Download” to export or download all of your appointments in an Excel document.

Are there any training courses for Xandaro?

While ever effort has been put in to make Xandaro easy for anybody to use, we understand that some will need training. We will soon offer training videos available through the website which will cover the key features of the program. There will be no extra charge and you can watch them at a time and pace that suits you. At this time, we cannot offer training at your premises.

Is it possible to record my retail sales?

Unfortunately, this function is not yet available. We do constantly make changes to our program and this is a function that we are looking into for a release in the future.

How can I place the link on my website to the online booking function?

When you are in the preview page, you will see the URL for the online booking. This is the link to include. If you hire a company for your web design, ask them to add the link. It is possible to add a button or image with the link.

Where is my information stored?

All data is stored and hosted on our servers in Chicago, IL and our backup data centre in Washington, DC. All information is secure and backed up daily.

Can I use Xandaro at home?

Yes. The information is not stored on your computer but on the internet. As long as you have an internet connection, you can log in from anywhere. You will be able to use Xandaro even while on holiday.

How can I check my schedule? Can I use any computer? What about smartphones or a tablet?

You can use any computer or mobile device – including iPhones, iPads, tablets and smartphones – to check your schedule. You only need an internet connection and a web browser. There is no app installation required.

Can this software can be used by clients on all mobile phone platforms?

Yes. We opted to use a web-based, mobile-optimized interface instead of an app. The reason? Not everyone wants to install an app in order to book an appointment. The web-based interface also side-steps the problem of compatibility.
Therefore, your clients can book an appointment from any mobile platform, including Android, Windows Phone 8, Apple iPhone and iPad and Blackberry.

How do I perform software updates?

Our software updates are performed automatically, so you don't need to do anything! The software works just like Google Mail, Facebook and other web-based services. Any and all updates will be processed automatically, so you can always rest assured knowing you're using the latest and greatest version!

Can I integrate the scheduling and booking feature into my website?

Yes, you can integrate our software into your website interface using a hyperlink.
Simply go to “Profile” -> “Preferences”. On this page, you will see a link leading to your booking page. Simply copy this URL and use it to embed a link to integrate our booking and scheduling software into your website.

What happens if two clients try to book an appointment for the same timeframe. Are appointment conflicts possible?

Our web-based appointment and booking interface has safeguards that prevent scheduling conflicts. A client cannot make an appointment that conflicts with another appointment. A client can only book an available timeframe.
But notably, you and your staff can create multiple appointment spots for the same time and date.

Do you offer a feature that will enable me to embed the calendar into my website?

Currently, we do not offer an embed feature because our website is optimized for mobile devices. The embed feature does not work well with smartphones, so we have decided against offering this feature. Clients can book an appointment using any mobile platform, including iPhone and Android.

One (or more) of my staff members is missing from the calendar page? Why is this?

If one or more of your staff members are omitted from the calendar page, it's likely that your screen is not large enough to accommodate the entire display of employees. Therefore, you will need to use the scrolling feature to view the calendar. Simply click on right arrow symbol to scroll through your listing of staff members.
Screenshot

How do I create an appointment on a touch device?

To create an appointment on a touch device, use a long touch gesture. To do this, touch the screen and hold your finger on the calendar for at least one-half second.

What is the “Padding” feature and how does it work?

You can use the “padding” feature to block off time in your calendar – time that will not be available for client bookings. Notably, the “padding” feature enables you to maintain the set start times and durations, which are displayed to clients.
The “padding” feature is ideal in cases where you need to schedule additional time for preparation before or after an appointment.

Is it possible to book multiple services simultaneously?

Yes, your customers and clients can simultaneously book an appointment for multiple services.

I still have a question that wasn't answered here. How can I contact you?

Not a problem! Our friendly customer service team is always happy to answer questions and assist with problems. Simply visit our contact page.

Can I use my e-mail to login to the site?

No. You must use your username to login. We allow users to create multiple accounts connected to the same e-mail address. So we require users to enter their username during the login process.

I cannot login into my account. What should I do?

If you cannot log into your account, begin by verifying that you are entering the proper username and password.
If you still cannot access your account, click the “Forgot Password“ link on the login page. Enter your username and follow the prompts to access your account. You'll receive an e-mail that will enable you to re-set your password and login to your account.

I tried to reset my password, but I don't receive the e-mail.

If you've requested a reset for your password, you should receive an e-mail containing further directions. It can take a few minutes for some servers to process the e-mail, so be patient. Also check your SPAM folder to ensure it wasn't accidentally marked as SPAM.
It's also possible that you mistyped your e-mail address during the registration process. If you fail to receive the password reset email, contact us and we'll check on your account to ensure the e-mail address is correct.

Can I provide separate login for individual staff members?

Yes, every staff member will receive his or her own username and password. Each user can log in and edit their appointments.
Screenshot

I have a suggestion for improving Xandaro. How can I share it?

We'd love to hear about it! We enjoy receiving comments, ideas for improvement and feedback from our users. To share your thoughts, send an e-mail to info@xandaro.com or stop by our contact page.

Can I use my own phone number to send SMS/text message reminders?

No. Currently, we can only send alerts from our phone number, as regulations prohibit the use of third-party phone numbers for sending text message alerts.

Do you provide phone support?

No. Currently, we only provide email support. You can email us at info@xandaro.com or send a message via the contact form on our website.

Can I opt to receive both SMS/text message reminders and email reminders?

No, you must choose to receive only SMS/text messages or only emails. You cannot opt to receive both simultaneously.

Multiple staff members access my account. Can I create separate logins for each staff member?

Yes. To establish multiple logins for your account. To set up multiple logins, visit the staff area and select a staff member's name. Complete the two fields labeled “Username” and “Password” to create a unique login for the staff member.
Please provide this data to your staff members to allow them to login to the Website and access the calendar page and client database. You can change passwords for any of your staff members at any time.
Screenshot

I have created an employee profile, but I cannot see the employee listed on the booking page. Why?

First, please verify that you have enabled the “Online Booking” option for the staff member in question. Then, verify that you have assigned this staff member to at least one service. This should remedy the problem.

Is it possible to book an appointment by service rather than by employee?

Currently, this is not possible, but in the future, we may add a feature that enables you to book an appointment according to the service.

What information should I include in SMS reminder?

You should include the appointment time, your phone number and your business name.

Can clients see data from my calendar?

Clients cannot access your calendar directly, however if they booked an appointment online and access the appointment details area, then some data from your calendar will be used to display appointment details.
The following fields from your calendar will be used to display appointment details: appointment start time and date, the contents of the “services” field, assigned employee, price, first name and last name.
Clients cannot see appointment notes, "padding before" and "padding after" fields.
If you created an appointment manually, then no calendar details will be visible. However, if an appointment reminder is issued for a manually created appointment, then the appointment reminder may also include some data from your calendar. But it’s up to you to choose which information will be displayed in the appointment reminder text.

When will the appointment reminder be sent?

We only send appointment reminders if you have enabled this feature. Reminders are sent for client-created appointments (booked online) and manually created appointments.
You can also opt to disable reminders for an individual client. This is useful if you want to enable reminders globally, but disable reminders for a few select individuals.

I’m unable to log in as administrator / business owner. What should I do?

Remember to enter the username that you entered on the registration page to log in as a business owner (administrator).
All of the employees that you create as an administrator will have limited access, so it's essential that you maintain access as an administrator.

What happens if I delete a staff member?

Be very careful when deleting staff members, as all data and appointments will be permanently deleted – an action that cannot be reversed or undone.
Also, customers who have booked appointments with the deleted staff member will not receive any sort of automatic notification.
We recommend that you export all appointment data before deleting a staff member from the system.

Does the software support multiple business locations?

No. Currently, the system does not allow a customer or client to select from a list of locations while booking an appointment.
As a work-around, we recommend creating a separate account for each business location. Then, you can set up a page on your website where clients or customers can select a location using a button or link, which once clicked, takes them to the corresponding appointment booking page.

Can I limit bookings for certain procedures, limiting appointments to certain days?

No. Unfortunately, there is currently no way to limit certain service bookings to specific days.
Notably, we are currently in the process of adding this feature, so be on the lookout for this feature in the near future.

How do I add photos of our providers?

To add images of various service providers, go to 'Staff' and select a staff member. Then, click 'Photo' to upload the image that you would like to be displayed for that service provider.

Can more than one person interact with the software interface at the same time?

Yes. We've designed the interface so that it can accommodate multiple users, who can simultaneously utilize the software.

One of my services is not listed on the booking page. Why?

To resolve this problem, go to the service management area. Then, find the service that is not currently being displayed on the booking page and verify that you have assigned an employee to this service.

Some of the service groups that I created are not displayed on the actual list of services. Why?

A group will not be displayed on the service list unless you add at least one service to the group.

How do I change the images that are displayed on the front page?

If you need to change the images that are displayed on the front page, go to 'Profile' -> 'Photos.'
On the photos page, you'll find an uploader that enables you to alter the profile images that are displayed.

Can I modify an entire series of repeating events?

No, you cannot modify an entire series of repeating events at once. You must select a single occurrence and edit it individually.
We previously allowed for the modification of an entire series of repeating events. But users found that they were accidentally using the feature and important data was unintentionally overwritten. For this reason, we decided to disable this feature. But you can still edit each occurrence individually and you can delete an entire series of repeating events.

I created my account, but there are some people and info that doesn't apply to our company. Why?

After registration, we create an account for you and this account includes sample listings for employees, clients, appointments, etc.
We have included this sample data in order to provide you with a point of reference as you start using the software. Simply remove all of the sample and create new listings that correspond with your unique business and employees.

Do I need my own website in order to use your software?

No. We provide a booking page that you can share with your clients.

I've updated my hours of operation, however this change isn't reflected in the booking times. Why?

The software shows available appointments based on an employee's work hours, not the company's hours of operation. This allows individual employees to accommodate clients according to their unique work schedule, even if they work outside of normal business hours. Therefore, you can mark Tuesday as 'closed' in your hours of operation, but you may opt to accept a number of by-appointment bookings on that date.

Does your software work with all browsers?

We support the following web browsers: Internet Explorer 11 and higher, Mozilla Firefox 31 and higher, Google Chrome 35 and higher, IOS 6.1.6 and higher. If you are not using one of these browsers (or versions) to interact with our website, please download or upgrade to a new browser or supported version. If you elect not to upgrade your desktop browser, your experience may not be optimal, or you may not be able to use our website.

Can more than one employee use the same account simultaneously?

Yes, multiple employees can use our system simultaneously. Our software is designed retain complete functionality when multiple users are logged into the same account. But it's important to note that it may take up to 5 minutes (max) to synchronize the appointments if multiple users are creating appointments simultaneously. The same is true if someone books an appointment online; it may take several minutes to show up in your schedule. However, if you refresh your browser window, it will reflect the latest changes immediately.
This limitation is rooted in the fact that real-time communication requires a high-quality network connection and a modern web browser in order to work properly, but not all customers are equipped with a high quality network and browser. The current structure allows these clients to use the software as well.
Notably, there is no adverse impact on online booking; the system always utilizes real-time data when allowing a client to book an appointment.

I've exported my appointments to Excel, but some of my appointments/employees aren't showing. Why?

We create separate sheets for each employee or resource. You need to switch sheets to view other appointments.
Screenshot

How can I setup an Email/SMS reminder?

To setup a reminder, simply go to 'Profile' -> 'Reminders'. On this page, you'll find everything you need to configure an automatic reminder for your clients.

Can I change my employee's username?

Once created, an employee username cannot be altered. You can always create a new employee account with a different username.

How do I install the software?

You must create an account. Once you've registered, you can immediately begin using the software interface. Please use the following link to create your account:
https://xandaro.com/en/account/registration
As a web-based software interface, you don't need to install anything on your device. You simply need an internet connection and a web browser.

Is it possible to translate the software into another language?

You can translate the booking page and the emails, which are visible to your clients. Just visit the following page in order to begin the translation process:
http://translate.xandaro.com
However, the rest of the software cannot currently be translated. Currently, the interface is only available in English.

Does Xandaro support SMS messages over 160 characters?

You can send text messages containing up to 1000 characters to phone numbers based in the United States and Canada. You may also send messages over 160 characters to international phone numbers, but it's likely that the text message will be split into multiple messages on the recipient's device.

Is it possible to accept payments from our clients when they make a booking online?

Currently, our platform does not support online payments. However, this feature will likely be made available at some point in the future.

Is there a limit on the number of staff who can be added onto my account?

Yes. You can have a maximum of 15 staff members associated with your account.

How much does SMS cost? How is it billed?

The price per SMS reminder is 0.12$ (USD) per SMS message, up to 160 characters in English or 70 characters in non-English. If a message exceeds 160 characters, you are charged 0.12$ for each additional message, up to 160 characters each. For example, if you send a message with 200 characters, you are charged for 0.12$*2 = 0.24$.

Can I access my old appointments?

Yes. You can access old appointments for a period of up to 2 years following the date of the appointment.

Can I change the look of my booking page with CSS?

Currently, it's not possible to change the look of your booking page. This is due to the fact that any software update will also change the HTML code on your booking page; this will, in turn, make your custom CSS rules invalid, causing problems with the platform.

Is there a limit on the number of clients/appointments that I can create for my account?

You can create up to 300,000 clients per business account. There is no limit to the number of appointments that can be created.

The software does not send SMS reminders to some clients. Why is that?

In most cases, this occurs when the client's phone number is invalid so please double check to ensure the number is correct.

What do the different access permissions mean?

There are a few different permissions and roles that you can use to grant varying degrees of access to your staff. These permissions include:
Administrator
This user is allowed to perform any task, with the exception of deleting your account or changing the business email. They will also have access to all of the permissions listed below.
Export Appointments
This user is allowed to export appointment data via Excel.
Export Clients
This user is allowed to export all of your client data via Excel.
Client Database
This user is allowed to access the client database.
Write Access
This user is allowed to save changes. They can also create new objects/items/etc.
Everyone's Schedule
This user is allowed to access all scheduling information. Without this permissions, the user can only access his/her own schedule.

Why is my booking page translated into my native language, but not the rest of software?

Currently, we only translate the booking page/emails and the rest of the software interface is only available in English.

I received a suspicious message that's not in my native language. What should I do?

Prospective clients can send messages using the contact form on your business page. If you receive messages in another language, it's possible it's a scam. We recommend ignoring any messages that appear suspicious. It's important to note that you should not click the 'Spam' button in your email account, as this will block any and all email messages or notifications that are generated from our site. Instead, if you repeatedly receive spam or suspicious messages, simply report the matter to our team and we're happy to block the sender.

How do I sync my Xandaro calendar with an external calendar?

Calendar sync allows you to automatically keep an external calendar that supports the iCalendar format up to date with your Xandaro calendar, including Google Calendar, Apple Calendar and Microsoft Outlook.
Google Calendar will sync with your Xandaro schedule on a daily basis, but the timing of these updates are controlled by Google. Although Google Calendar has a refresh icon, this button does not update subscribed feeds, only your personal local Google Calendar. Thus, subscribed calendars may take up to 12 hours to be updated in Google Calendar.
Google Calendar Guide
Microsoft Outlook Guide
No Results