Common Issues and Solutions

Common Issues and Solutions

I didn't receive my verification email

• Check your spam/junk folder
• Make sure you entered the correct email address
• Try clicking "Resend verification email" on the login page
• If using a corporate email, check if your IT department blocks automated emails

My payment failed

• Verify your card details are entered correctly
• Check that your card has sufficient funds
• Try a different card
• If using a corporate card, check if online transactions are enabled
• You can retry payment from the booking page — go to Bookings, find the pending booking, and click "Retry Payment"

I can't find any available time slots

• The provider may not have set their availability yet — try messaging them
• Try looking at dates further in the future
• Check if the provider requires minimum booking notice (e.g., 24 hours)
• The provider may be fully booked — try a different provider

My calendar invite didn't appear

• Check your email for the confirmation email with the .ics attachment
• Open the .ics file to add it to your calendar manually
• Some email clients (especially on mobile) may not auto-add .ics files
• The invite is sent from noreply@monkeymindathletes.com — make sure it's not blocked

I want to cancel but the Cancel button is greyed out

• Bookings can only be cancelled before the session time
• If the session has already passed, contact support
• Completed sessions cannot be cancelled

The video meeting link isn't working

• The Google Meet link is generated when the booking is confirmed
• Try refreshing the booking details page
• If the provider hasn't connected Google Calendar, they may share a different video link via message
• Check if your browser allows access to Google Meet

My organization budget isn't showing up

• Your organization must be approved by the Monkey Mind admin team
• You must be assigned to a budget by your organization admin
• Check My Budget in the sidebar to see your allocation
• If your budget shows $0 remaining, contact your organization admin

I applied as a provider but haven't heard back

• Check your Provider Dashboard for your application status
• Applications are reviewed by the admin team and may take a few business days
• Make sure you uploaded all required credentials
• Check your email (and spam folder) for any requests for additional information