Getting help
What to try first, how to reach us, what to include — and which questions belong to Stripe instead.
Where to go when this manual has not answered the question — and, just as usefully, which questions belong somewhere other than Dojo Tiger.
Start here
Search this manual
The search box at the top of the left-hand navigation filters every guide by title, summary and section. Two or three words narrows fast — "stop billing", "kiosk pin", "sibling discount".
Read Troubleshooting
Troubleshooting covers the problems that actually come up, each as a checklist rather than an explanation. Most "something is broken" reports turn out to be one of the entries there.
Check it isn't a known limitation
What Dojo Tiger doesn't do yet is the honest list. If what you are trying to do is on it, no amount of clicking will find it.
Use the help icon in the app
Several admin screens have a small question-mark icon next to the page title. It opens the guide for that exact screen in a new tab, so you keep what you were doing.
If you are a parent or student
Contact your studio, not Dojo Tiger. Your instructors control everything about your membership: your enrollments, your tuition, your monthly billing, your child's rank, and what you can see in the app. Dojo Tiger is the software your studio uses; we cannot change anything about your account on your studio's behalf.
Their email address and phone number are on your Studio Details page in the app, and on their public website.
The For families section of this manual explains what you can do yourself.
If you run a studio
Reach us through the contact form at the bottom of the Dojo Tiger home page.
It asks for your name, your studio name, your email address and a phone number. The email address is the only required field, and there is no message box — so the form is a "please get in touch" rather than a full ticket. Someone comes back to you at the address you gave.
While you wait, write down the details you will want to hand over. A useful report is:
- What you were trying to do, in one sentence.
- The screen you were on — the sidebar path is enough: Students → Enrollments.
- What you expected, and what actually happened.
- A name or a date the problem can be found by — the student, the charge, the session. Never send card numbers; nobody at Dojo Tiger needs them, and the app never stores them.
- Whether it is happening every time or happened once.
There is no live chat, no phone line and no ticket system inside the app today.
Questions that belong to Stripe
If your studio takes card payments, some questions are Stripe's and not ours, and going to Stripe directly is faster:
| Question | Who |
|---|---|
| "When does my money arrive in my bank account?" | Stripe |
| "What are the fees on this charge?" | Stripe |
| "Why is my account still pending review?" | Stripe |
| "A customer has raised a dispute — what now?" | Stripe |
| "Why did this card decline?" | Stripe shows the reason; the bank owns the answer |
| "How do I stop billing this family?" | Dojo Tiger — see Stopping, pausing and unenrolling |
| "Why does my tuition report not match my revenue?" | Dojo Tiger — see Financial reports |
Your Stripe dashboard is the record of every payout, fee and dispute. Dojo Tiger never sees any of them.
Never send anyone a card number
Not to your studio, not to Dojo Tiger, not over email. Card details never touch this app — families add their own cards through Stripe's own hosted page, and staff only ever see the last four digits. Anybody who asks you for a full card number is not us.
Reporting something wrong in these guides
If a guide describes a screen that does not look like that any more, or tells you to click something that is not there, that is worth reporting on its own. Every article carries a last reviewed date in its footer — send that along with the article's title and we will know exactly what to fix.
The documentation ships with the product, in the same release, which means a correction goes out with the next deploy rather than waiting for a documentation cycle.
Last reviewed