Hello Karen,

Thank you for reaching out to us.

If it works for other users and not for some of them then they have issue with the credentials. Please ask them to reset the password and to check if they are using the correct mail.

As for your question, you cannot access their profile but you can book instead of them form the back end. We assume that these appointments are part of a package. So just go to services/packages and click on manage package and choose the date so that you can find this customer booking date and just click on that and book on their behalf like this

Hope this helps.

If you have any more questions please open a new separate ticket for each question and we will gladly help you there.

We wish you all the best.

Have a nice day.