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Cancellations and no-shows

Record the real appointment outcome in Acuity. Perkstar reads the resulting appointment state through the managed webhook or daily reconciliation and applies the supported correction idempotently. A provider cancellation or no-show remains authoritative even if delivery is late. Manual attendance corrections in Perkstar are limited to 72 hours. If the earned value has already been used or later activity makes reversal unsafe, Perkstar flags the booking for manual review instead of guessing.
Do not make a manual stamp or reward adjustment while an Acuity correction is pending. The managed webhook or daily reconciliation may still apply the automatic reversal or restoration, causing a duplicate correction.
An Acuity or payment-processor refund by itself does not change attendance or reverse stamps. Acuity is the source of the appointment outcome, not payment settlement.

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Troubleshooting

New connections require Perkstar Growth or higher and an active Acuity account with the required API access. Sign in to Perkstar as an owner or manager. The Acuity owner or a Scheduling Administrator should authorise the connection so the OAuth user is not restricted to selected calendars.
Check the subscription for the exact Acuity account connected to Perkstar. A saved Perkstar connection is not proof that its subscription or public scheduler is active. If you have already paid, check the account and invoice with Acuity support instead of purchasing again. Acuity documents Premium or Powerhouse for API credentials; verify View credentials access if Perkstar asks for a signing key. Once account access is working, complete a real booking-to-reward test before inviting customers to use it.
In Acuity, open Integrations → API → View credentials. Copy the API key belonging to the same Acuity user who authorised Perkstar. Perkstar verifies the key and user ID with Acuity before saving it; a key from another user or account cannot verify this connection.
Perkstar should maintain one appointment.changed subscription. Do not add a manual Perkstar webhook. Reconnect or save the verified API key again so Perkstar can inspect, remove stale managed subscriptions and restore the catch-all subscription. The daily reconciliation remains the recovery path, but the warning should still be resolved.
Confirm it belongs to the connected Acuity account and a calendar visible to the user who authorised Perkstar. Check the integration account, timezone and last sync. Allow the daily reconciliation to close a transient webhook gap before recreating the appointment.
Wait until the scheduled end plus 15 minutes. Confirm the linked Stamp card is active, the Acuity and Perkstar currencies match for spend earning, and no Square route owns earning for the same card. The Acuity contact must resolve uniquely by email or normalised phone to an existing Perkstar customer who is already enrolled on that card. A name-only match, missing enrolment or manual card rule does not earn. Interrupted loyalty writes are durably retried by the attendance worker; do not manually add a duplicate stamp while recovery is pending. A booking deliberately skipped because the customer was not enrolled is not credited retroactively by a duplicate delivery after they join.
Reconciliation splits full results by date and calendar and checks both sorted ends of a dense day. If it still cannot prove that all appointments were returned, it reports the affected window while continuing other windows. Keep signed booking updates connected and contact support with the affected dates and calendar numbers; do not treat that sync as complete.
Payment is not the attendance gate. A confirmed appointment can earn after its end even when Acuity reports it unpaid. Acuity and processor refunds do not sync into loyalty. Mark the appointment cancelled or no-show in Acuity when the attendance outcome should reverse the credit.
Final reward appears for the Stamp card’s completed-card reward. Milestone and birthday rows appear only when those rewards exist on that same card. Changing the attendance card disables codes and clears the previous card-specific mappings.
Confirm online reward codes are enabled, the reward is mapped to a whole numeric Acuity source ID and the source still exists. Save the mappings, then use Create existing codes for eligible unclaimed rewards earned before setup. A code can remain on Wallet even when email delivery is unavailable or suppressed.
Check the source’s expiry, remaining use, eligible appointment types and value in Acuity. Only one coupon, package, gift or subscription code can be applied to an appointment. Do not replace the Perkstar-generated code with a reusable public coupon.
Perkstar pauses automatic work rather than choosing an account. Contact Perkstar support to separate the connections safely.

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Disconnect safely

Disconnect in Perkstar before revoking Perkstar from Acuity. Working Acuity access is required to remove managed certificates and the webhook subscription safely.
1

Resolve pending corrections

Allow any displayed cancellation, no-show or certificate cleanup to finish and record the affected appointment numbers.
2

Disconnect in Perkstar

Open Settings → Integrations → Acuity and choose Disconnect Acuity. Perkstar first retires managed Acuity certificates and removes its managed webhook subscription.
3

Retry if cleanup is still pending

Keep Acuity authorised. If Perkstar reports pending certificate or webhook cleanup, wait briefly and choose disconnect again rather than revoking the account first.
4

Remove provider access if wanted

Only after Perkstar reports the integration disconnected should you remove its access from Acuity.
Disconnecting stops appointment sync and new automatic reward codes. Open bookings are unlinked from the attendance card, and managed codes are removed from Wallet as cleanup completes. Existing Perkstar customers, card enrolments, cards, completed booking records, transaction history and earned loyalty rewards remain under the normal retention rules. Already revoked Acuity access first? Do not make replacement loyalty adjustments. Email support@perkstar.co.uk with the Perkstar business name and affected appointment numbers so cleanup can be reviewed without exposing customer contact details or credentials.