Troubleshooting

Having an issue? Here are solutions to the most common problems.

I forgot my password

Go to the login page
Click Forgot Password
Enter your email address
Check your email for a password reset link (valid for 1 hour)
Set a new password

I am not receiving the verification code

Check your spam/junk folder
Verify the email address is correct
Wait 2 minutes before requesting a new code
If using a corporate email, check if your IT department blocks automated emails

My account is locked

After 5 failed login attempts, your account is temporarily locked for 15 minutes. Wait and try again, or reset your password.

Booking Issues

No available time slots

This usually means:

The service zone is fully booked for your selected date
Try selecting a different date or time of day
Try booking further in advance
Contact support if this persists across multiple dates

My booking shows "Pending" for a long time

Bookings are typically confirmed within minutes. If it stays pending for more than 1 hour:

Check your email for any communication from the team
Contact support for status update

The wrong address is showing on my booking

Open the booking details
If the service has not started, click Edit and update the address
If the service is already scheduled within 24 hours, contact support for assistance

Payment Issues

My card was declined

Common reasons:

Insufficient funds
Card expired
Bank flagged the transaction as unusual
Incorrect billing ZIP code

Try updating your card information or adding a different payment method.

I was charged twice

Duplicate charges are rare but can happen if the payment processor experienced a timeout. Contact support with your invoice number — we will investigate and issue a refund for the duplicate within 1-2 business days.

My refund has not arrived

Refunds take 3-5 business days to appear on your statement. If it has been more than 7 business days, contact support with your invoice number and the refund confirmation email.

Notification Issues

I am not receiving email notifications

Check your spam folder and add noreply@otesse.com to your contacts
Verify your email address in Profile
Check notification preferences in Settings > Notifications

I am getting too many notifications

Go to Settings > Notifications and toggle off the notification types you do not want. Transactional emails (invoices, confirmations) cannot be disabled.