Appointments

How do I cancel or reschedule my appointment?

Open the app and go to the Appointments tab. Tap the appointment you want to change, then select Cancel or Reschedule. Cancellation policies vary by salon - you may see a fee if you cancel within the salon's notice window. The policy is shown before you confirm.

I don't see my upcoming appointment in the app.

Make sure you're logged in with the same phone number you used when booking. If you booked as a guest (without creating an account), your appointment may not appear in the app - check your confirmation SMS or email instead. If you think something is missing, contact the salon directly or email us at support@studioloop.com.

Can I book for someone else?

Yes. When booking, enter the name and contact details of the person the appointment is for. The confirmation will go to the contact details you provide.

Account and Login

I'm not receiving my login code.

The login code is sent by SMS to your phone number. A few things to check:

Make sure you entered the correct phone number including the country code.
Check that your phone has signal and SMS enabled.
The code expires after a few minutes - request a new one if it doesn't arrive.
If you're on Wi-Fi calling, try switching to cellular.

If you still can't get in, email us at support@studioloop.com with your phone number and we'll sort it out.

How do I update my name or phone number?

Go to the Profile tab and tap Edit Profile. You can update your name and notification preferences there. If you need to change your phone number (which is your login), contact us at support@studioloop.com.

How do I delete my account?

You can delete your account directly in the app: go to Profile and scroll to the bottom to find Delete Account. This permanently removes your account, bookings history, and personal data. You can also submit a deletion request via our Data Request page.

Loyalty Points

Where do I see my points?

If the salon you visit has a loyalty program enabled, you'll see a Loyalty tab in the app. It shows your current balance and point history. Points are added after each visit.

My points are missing after a visit.

Points are typically added within a few minutes of your appointment being completed. If it's been more than 24 hours and your points haven't appeared, contact the salon - they can view and correct your balance. You can also reach us at support@studioloop.com.

How do I redeem points?

During booking, you'll see an option to apply your points as a discount if your balance is high enough. The redemption value depends on the salon's loyalty program settings.

Payments

What payment methods are accepted?

The app accepts major credit and debit cards (Visa, Mastercard, American Express) via Stripe. Apple Pay is also supported where available. Payment information is handled securely by Stripe - we never store your full card details.

I was charged but my booking didn't go through.

This is rare but can happen if there's a network interruption during checkout. If you see a charge on your statement but no booking confirmation, email support@studioloop.com with the date and amount and we'll investigate and refund you if applicable.

How do I get a refund?

Refund eligibility depends on the salon's cancellation policy. If you cancelled within the allowed window, any deposit should be refunded within 5-10 business days to your original payment method. If you believe you're owed a refund and haven't received it, contact us at support@studioloop.com.

Notifications

How do I turn off notifications?

Go to Profile and tap Notifications. You can turn off push notifications, SMS reminders, and email communications individually. You can also manage push notification permissions in your iPhone's Settings app under Studioloop.

Privacy and Data

What data does the app collect?

We collect the information needed to provide bookings and loyalty features: your name, phone number, and booking details. For a full breakdown, see our Privacy Policy. You can opt out of analytics in Profile under Privacy.

How do I request my data or get it deleted?

Use our Data Request page to submit a request for access, correction, or deletion of your data. We respond within 30 days.

Still need help?

Email us at support@studioloop.com and we'll get back to you. Include your phone number (used to log in) so we can look up your account.