Fix common online booking issues

Use this guide to diagnose and fix visibility, availability, and payment problems on your client booking site.

If you're not sure how online booking works, start with About Online Booking.
For setup steps, see How to set up Online Booking.

Problem 1 — Staff member is not appearing online

How you recognise it

• A practitioner is missing from the list when a client tries to book.

• The direct staff booking link shows "No availability."

How to fix it

• Roster Check — Navigate to the staff member's Roster and verify they have shifts for the selected date.

• Online Toggle — Open the specific roster block and ensure the Allow Online Bookings toggle is enabled.

• Service Assignment — Check the staff profile to ensure they are assigned to the Service the client is trying to book.

Problem 2 — Services are missing from the booking link

How you recognise it

• A treatment you offer is not listed under any category on the booking site.

How to fix it

• Master Toggle — Go to Settings > Services and verify the Online Booking toggle is ON for that service.

• Location Sync — Ensure the service is assigned to the correct clinic Location.

• Staff Sync — At least one staff member with an active roster must be assigned to perform that service at that site.

Problem 3 — Clients can book too close to the treatment time

How you recognise it

• You receive a new booking for a slot that starts in 15 minutes, giving you no time to prepare.

How to fix it

• Navigate to the location's Booking Settings.

• Locate the Restrict Online Bookings field.

• Set a longer requirement (e.g., 24 hours).

• Click Save Changes.

Problem 4 — Deposits are not being collected at checkout

How you recognise it

• Clients are completing bookings without being prompted for payment.

How to fix it

• Location Settings — Ensure Booking deposit required is enabled in the location's Booking Settings.

• Account Check — Verify that your Payment Account in Admin is active and verified.

• Service Override — Ensure the specific service has not had its deposit requirement turned off.

Still not working?

If the issue persists, gather the following before contacting support:

• The Location Name and direct booking URL.

• The name of the missing staff or service.

• A screenshot of your Roster or Booking Settings.