A client can only sign in to Bobclass Go — the app or the web page — if they already exist in your client list in Bobclass Studio Manager. The two are matched by email address.
So if a brand new client downloads the app and tries to sign in, nothing will happen, and nothing is broken. Bobclass simply does not know who they are yet.
Getting a client onto your list
There are two ways, and both end with them able to sign in.
You add them. Open Clients in Bobclass Studio Manager and add them, with the email address they will use. They can sign in straight away. See Adding and managing clients.
They request a booking. A client who is not on your list can still book through your web booking page without signing in. That arrives as a booking request on the Inbox tab, marked New.
This is your chance to look at it before anything is created — a real person booking a real class, or spam. When you accept the request, the client is added to your client list automatically, and from that moment they can sign in to Bobclass Go with the same email address.
The second route depends on Guest mode, in Settings → Online booking → Access & checkout. With Guest mode off, the guest option is hidden in Bobclass Go altogether — a new client has no way to reach you through it, and no way to sign in either. If new clients tell you they cannot book at all, check that switch first.
Why clients should sign in
Booking as a guest works, but signing in is how a client gets everything else. Once signed in they can:
see their upcoming bookings
cancel a booking themselves, within your cancellation window
buy Class Packs and Memberships
see what they hold — remaining credits, expiry dates
It is worth telling clients this once, rather than leaving them to guess. A client who never signs in will keep messaging you to ask what they have booked.
If they are on your list and still cannot sign in
Then it is almost certainly an email mismatch, or the code has landed in spam. Open the client in Clients and check:
Do they have an email address on their profile at all? Without one, there is nowhere to send the sign-in code.
Is it the address they are actually typing? An old work address, a typo, or a second personal account are the usual culprits. Update the profile if it has changed.
Did the code arrive? Ask them to check their spam folder.
Still stuck? Ask us. If all three check out, email support@bobclass.com with the client's name and the address they are using. We can look at our end and see whether the code email was sent — whether, when, and to which address — which usually settles it quickly.
Work through the first three before writing to us, though. In practice it is nearly always one of those.