Frequently Asked Questions
Authentication
I didn’t receive my verification code
- Verify you entered the correct phone number
- Check that your phone can receive SMS messages
- Wait a minute — delivery can occasionally be delayed
- Return to the login page and request a new code
My verification code isn’t working
- Codes expire after 5 minutes — request a new one if yours has expired
- Make sure you’re entering all 6 digits
- Ensure you’re using the most recent code (if you requested multiple)
Can I log in with email instead of phone?
No. Ward uses phone-based authentication exclusively. Your phone number is your login credential.
Account & Setup
How do I become a Professional or Admin?
During account setup, enter the appropriate role password in the Role Password field. Get this password from your organization’s admin.
Can I change my role after setup?
You cannot change your own role. An admin can change your role from the User Management page.
How do I update my name or email?
Contact your administrator to update your account details.
I picked the wrong role during setup
Contact your admin — they can change your role from the admin dashboard.
Booking (Clients)
I don’t see any available timeslots
Possible reasons:
- No active events — there may not be an event running on the selected date
- No professional shifts — professionals haven’t booked shifts for that date yet
- Fully booked — all timeslots have been reserved
- Blackout period — certain hours may be blocked
Try a different date or check back later.
Can I choose which professional I see?
No. Ward automatically assigns a professional based on availability to ensure fair distribution.
Can I book multiple appointments?
Yes. You can book as many appointments as there are available timeslots.
How do I cancel an appointment?
Go to My Appointments, find the booking, and click Cancel. You’ll receive a confirmation email.
My appointment was changed — what happened?
An admin may have reassigned your booking to a different professional or timeslot. Check your email for updated details.
Shifts (Professionals)
I can’t create a shift — it says the resource is unavailable
The resource may be at full capacity for that time period. Each resource has a maximum number of professionals that can be booked simultaneously. Try:
- A different time slot
- A different resource
- Checking with your admin about resource capacity
Can I cancel a shift that has bookings?
No. Shifts with active client bookings cannot be cancelled directly. Ask your admin to reassign or cancel the bookings first.
How do clients get assigned to my shifts?
When a client books a timeslot that falls within your shift, the system may automatically assign them to you. Assignment is random across all professionals with availability for that timeslot.
Settings
My times look wrong
Check your timezone setting in User Settings. The default is America/Chicago (US Central). All times throughout the app are displayed in your configured timezone.
How do I switch to dark mode?
Go to User Settings and select Dark under the Theme option. You can also choose System to match your device’s preference.
Email & Notifications
I’m not getting any emails
- Verify you have an email address on file (check your profile)
- Check your spam/junk folder
- Ask your admin to run an Email Connectivity Test to verify the email system is working
- Ensure the admin hasn’t disabled email notifications system-wide
How do I stop receiving emails?
Click the unsubscribe link in any email footer, or remove your email address from your account.
When do appointment reminders arrive?
Reminders are sent at 8:00 AM Central Time on the morning of your appointment.
Privacy & Security
Who can see my information?
- Admins can see all user information (name, phone, email, role)
- Professionals can see the name and contact info of clients booked on their shifts
- Clients can see the name of their assigned professional after booking
- Other clients cannot see your information
How is my phone number used?
Your phone number is used exclusively for authentication (SMS verification codes). It is not shared with other users for communication purposes.
Can I delete my account?
Contact your admin to request account deletion. Account deletion is handled through the admin User Management page.