---
title: "Fix common online booking issues"
url: "https://support.cosmesoft.app/en/article/fix-common-online-booking-issues"
language: "en"
last_updated: "2026-09-05T01:32:55.451Z"
---

# 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**.](https://support.cosmesoft.app/en/article/about-online-booking)  
> For setup steps, see [**How to set up Online Booking**.](https://support.cosmesoft.app/en/article/how-to-set-up-online-booking)

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## 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.

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## 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.

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## 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**.

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## 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.

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## 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.

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