Something isn't working

When something in Nose doesn't behave the way you expect, it's usually one of a few everyday causes. Find the heading that sounds like your problem, read the short answer, and follow the link for the full steps.

The sign-in email doesn't arrive, or says a limit was reached

"Magic-link email limit reached" usually means the address asked for several sign-in emails in a short time. Wait a few minutes, ask once more and open only the newest email (its link and code work for 15 minutes); if nothing arrives, check the spam folder and the spelling of the address. If you open the email on a different device from the one you're signing in on, type the 6-digit code from that email into the box on the sign-in page instead. See Signing in & joining a stable.

A rider can't see their rides

A common cause is two records for one person: one you created, and one they made when they signed up themselves, so their rides sit on the record they can't sign in to. Find them in People and use Merge duplicate… on their row. If their Contact tab says Contact only — Nose doesn't email this address, they can't sign in yet, so press Give app access. A parent sees a child's rides after switching to the child at the top of the page, and a ride the rider only asked for stays under their Requests as Pending until you confirm it. See People and roles.

A rider's balance looks too high or too low

Open the rider in People and go to the Balance tab: every line says where the money came from or went. The usual surprises are an overpayment line for a ride (more was taken than the ride cost, so the extra went onto their balance), a Refund for removal from a ride line (they were taken off a ride they had already paid for, and the money went back onto their balance), or two merged records whose balances were added together. If a line was a mistake, an admin can usually undo it right there. See Take payment at the ride.

A pass wasn't used for a ride

Nose takes a ride off a pass by itself once the ride has started, as long as the rider has a horse on it and a pass that covers that ride: the right kind of ride, bought before it, not expired and with rides left. Otherwise, open the ride, go to Allocate & Settle, tap the wallet button next to the rider's name and choose Pass/voucher; Nose asks you to confirm if the pass is for another ride type. If the pass has run out, see Renew or extend a pass that's running out. Check-out steps: Settling a ride.

An instructor is missing when I settle up

On Earnings, the To settle tab only lists instructors who still have something to settle, so someone you've already settled for the period drops off the list; you'll find them under Settled. A ride also stays out of the payout until every rider on it is settled. Open it from the schedule and settle the riders who still owe. See Close your month.

A rider paid online, but it hasn't shown up

Right after paying, the rider's Wallet says it's processing the top-up and updates by itself once the payment is confirmed. If that takes longer, it shows Still processing and a Check now button. You can see every online payment in your Stripe dashboard: go to Settings → Balance and online payments and choose Open Stripe dashboard. See Balance and online payments (Stripe).

A rider gets emails in the wrong language

Nose writes to each person in their own language: the one under Language on their My account page, which starts as the language they signed up in. Only people who have no language set get your stable's Default language from Settings → General. Ask the rider to change it, or set it yourself: open them in People, go to Contact, choose a Preferred language, then save. See Your account.

Nothing can be added or changed, and the stable seems paused

This happens when the stable's plan has ended: a free period ran out, a payment didn't go through, or the plan was cancelled. Admins are warned first. If nothing is done in time, everything can still be viewed and downloaded, but nothing can be added or edited, and riders are asked to contact the stable directly. An admin restores full access from Settings → Subscription by choosing a plan or updating the card. See Subscription.

Related

• Signing in vs belonging to a stable: why having an account isn't the same as being in a stable.
• Passes, vouchers and balance: which one is which, and when each is used.
• Cancellations and no-shows: what to do when a rider cancels or doesn't come.
• Who can see and do what: the roles, and what each one can change.