---
title: "Fix common roster and availability issues"
url: "https://support.cosmesoft.app/en/article/fix-common-roster-and-availability-issues"
language: "en"
last_updated: "2026-09-25T01:15:56.231Z"
---

# Fix common roster and availability issues

Use this guide to quickly diagnose and fix roster/availability mismatches. Each issue follows the same pattern: Examples, Checks, Fix, and How to confirm it’s fixed.

**Related articles**

> \- **About Rosters**: [About Rosters](https://support.cosmesoft.app/en/article/about-rosters)  
> \- **Create and repeat staff rosters**: [How to Create and Repeat Staff Rosters](https://support.cosmesoft.app/en/article/how-to-create-and-repeat-staff-rosters)  
> \- **Adjust or cancel existing rosters**: [How to Adjust or Cancel Existing Rosters](https://support.cosmesoft.app/en/article/how-to-adjust-or-cancel-existing-rosters)

* * *

## How to use this page

Start with the issue that looks closest to what you’re seeing, then follow the checks in order. You don’t need to do every section – just the ones that match your scenario.

Common problems covered:

-   A practitioner is **not available** when they should be

-   A practitioner is **available when they shouldn’t be**

-   Online booking times don’t match the roster

-   Roster patterns look wrong or “out of sync”

-   Changes to rosters don’t seem to have applied

* * *

## Issue 1 – A practitioner is not available when they should be

**Examples**

-   You can’t book a practitioner in the calendar at a time you believe they’re working.

-   The practitioner is missing from online booking for certain days or locations.

-   The Rosters view looks empty or shorter than expected.

### 1.1 Check the Rosters view and filters

First make sure you’re looking at the right rosters.

-   Open **Rosters**.

-   Filter by:

-   **Practitioner** – the person who should be available

-   **Location** – where they’re supposed to be working

-   The correct **date** or **week and times.**

If you don’t see any roster blocks for the expected times:

-   The practitioner may not be rostered on at all for that period.

-   The roster might end earlier than you think, or skip certain days. A common issue is a roster ending in the AM rather than PM.

> **Fix:**  
> \>  
> \- Use [How to Create and Repeat Staff Rosters](https://support.cosmesoft.app/en/article/how-to-create-and-repeat-staff-rosters) to add or extend rosters for the missing dates.  
> \- Or adjust existing rosters using [How to Adjust or Cancel Existing Rosters](https://support.cosmesoft.app/en/article/how-to-adjust-or-cancel-existing-rosters)

* * *

### 1.2 Confirm the roster pattern and dates

If there is a repeating roster, check that it actually covers the dates you expect. Remember that a repeating roster series only includes roster entries with identical start and finish times. If the times vary in length, the roster will be split into multiple separate series. Each of these series will need to be edited separately.

In the roster details (for one of the days you think should be included):

-   Open the **repeat settings** (where available).

-   Confirm:

-   **Start date** and **End date**

-   Which **days of the week** are selected

-   Any **exclusions** of certain days

> **Fix:**  
> \>  
> \- Extend the **end date** if the pattern stops too early.  
> \- Add missing **days of the week** if they’re not selected.  
> \- If the pattern is wrong or confusing, cancel it and create a clearer pattern that matches reality.

* * *

### 1.3 Check the practitioner’s locations and status

If the rosters look correct but the practitioner still doesn’t appear as bookable:

-   Open **My Team / Operators** (or equivalent).

-   Confirm:

-   The practitioner is **Active** (as opposed to **Invited** or **Inactive**)in the **My Teams** panel. Advise the operator to accept the invitation to the **Location** if their status is still **Invited.**

![b60e0c95-6003-4ba4-92ec-7cfda4914c00.png](https://cdn-assets.productfruits.com/19b5dd21-e45a-4e1a-bfaa-d2c931621358)

-   They are assigned to the **correct location(s)**.

-   Any required **services** or roles are set up as expected.

> **Fix:**  
> \>  
> \- Add or correct the practitioner’s **locations**.  
> \- Re-invite them if their status is set to **Inactive**, or inform them to accept the invitation if their status is **Invited.**  
> \- Check that their role allows them to be booked for the services you’re testing.

* * *

## Issue 2 – A practitioner is available when they shouldn’t be

**Examples**

-   The calendar shows a practitioner as available outside their real working hours.

-   Online booking offers times when the practitioner is not supposed to be working.

-   Someone appears bookable at a location they don’t work at.

### 2.1 Look for extra or incorrect rosters

In the **Rosters** view:

-   Filter by the practitioner and location.

-   Look for:

-   Extra roster entries on days they shouldn’t work.

-   Rostered times that start earlier or finish later than they should.

-   Rosters at the wrong **location**.

> **Fix:**  
> \>  
> \- **Shorten** the start or end time using **Adjust or cancel existing rosters**.  
> \- **Cancel** roster entries on days the practitioner shouldn’t work.  
> \- If the location is wrong, cancel the roster and create a new one at the correct location.

* * *

### 2.2 Check repeating patterns for unintended days

Sometimes a repeating roster has been set to include more days than intended.

-   Open the roster details for an example day.

-   Review the **repeat** options:

-   Are extra days (like weekends) ticked by mistake?

-   Does the pattern apply to **all days** when it should only be weekdays?

> **Fix:**  
> \>  
> \- Update the repeat days to match the actual schedule.  
> \- If it’s easier, end the current pattern and **create a fresh repeating roster** with only the correct days.

* * *

### 2.3 Confirm online booking rules

If online booking is showing times you don’t expect:

-   Remember that availability may be influenced by:

-   Rosters

-   Online booking configuration (e.g. open hours, lead times)

-   Practitioner and location settings

> **Fix (roster side):**  
> \>  
> \- Tighten the **rostered times** so they only cover true working hours.  
> \- Remove any rosters that should not exist at that location.

If times still appear incorrectly, you may also need to review your **online booking configuration** (outside of Rosters).

* * *

## Issue 3 – Online booking times don’t match the roster

**Examples**

-   The calendar and Rosters view look correct, but online booking shows different times.

-   A practitioner appears in online booking when not rostered, or doesn’t appear when rostered.

### 3.1 Make sure rosters are correct first

Start by confirming that Rosters are set up properly:

-   In the **Rosters** view, check:

-   The practitioner is rostered on at the times you expect to offer online.

-   There are no extra rosters that would add unexpected availability.

-   Check a **week** of rosters to get the full picture.

\[Insert screenshot: Screenshot – Rosters: Weekly view showing correct pattern for online booking\]

If the Rosters view is wrong:

> **Fix:**  
> \>  
> \- Use [How to Create and Repeat Staff Rosters](https://support.cosmesoft.app/en/article/how-to-create-and-repeat-staff-rosters) and [How to Adjust or Cancel Existing Rosters](https://support.cosmesoft.app/en/article/how-to-adjust-or-cancel-existing-rosters) to correct the pattern.

Only move on once the Rosters view accurately reflects reality.

* * *

### 3.2 Check location and practitioner mapping

Online booking usually looks at **location + practitioner** combinations.

-   Confirm the practitioner is rostered at the **same location** that online booking uses.

-   Check in **My Team / Operators** that:

-   The practitioner is assigned to that location.

-   The practitioner can be booked for the **services** you’re testing.

> **Fix:**  
> \>  
> \- Align the practitioner’s assigned locations with the locations you use in Rosters.  
> \- Update any mismatched settings where a practitioner is rostered at one location but online booking is configured for another.

* * *

### 3.3 Consider other online booking rules

Even when rosters are correct, online booking may still:

-   Hide times due to **lead times**, **cut‑off rules**, or **service durations**.

-   Show times that come from **location‑level opening hours** that don’t fully match the rosters.

> **Roster‑related check:**  
> \>  
> \- Make sure rosters **cover the exact times** you intend to offer online, not just a rough window.  
> \- Avoid leaving “gaps” in rosters inside your opening hours that could cause confusion.

If rosters are correct and online booking still behaves unexpectedly, you may need to review **online booking configuration** outside of this article.

* * *

## Issue 4 – Roster patterns look wrong or “out of sync”

**Examples**

-   The Rosters view shows shifts on days that don’t match the original plan.

-   Some days in a pattern are missing, or the pattern stopped without you realising.

-   You see a mix of old and new rules, especially after changes.

### 4.1 Review recent changes to repeating rosters

If you’ve edited a repeating roster, check how the change was applied:

-   Did you choose **This occurrence only**, **This and all future occurrences**, or **All occurrences**?

-   Did someone else make a change starting from a different date?

\[Insert screenshot: Screenshot – Rosters: Edit series prompt with “this occurrence” vs “all future” options\]

> **Fix:**  
> \>  
> \- If a one‑off change became part of the whole series, adjust the repeat settings back to the intended pattern.  
> \- If the series now has a mix of patterns, consider:  
> \>  
> \- Ending the current series, and  
> \- Creating a new, simpler repeating pattern from a clear start date.

* * *

### 4.2 Check for overlapping or duplicate rosters

In the Rosters view:

-   Look for days where a practitioner has **multiple roster blocks** that overlap or almost overlap.

-   These can come from:

-   A one‑off roster on top of a repeating pattern.

-   Two repeating patterns that both include the same day.

**Fix:**

> \- Decide which roster should apply for that time.  
> \- Cancel or adjust the extra roster so there is a **single clear shift**.  
> \- If needed, re‑build the pattern using a simpler combination of repeating and one‑off entries.

* * *

### 4.3 Confirm the pattern end dates

Sometimes a roster looks correct for a while, then stops unexpectedly.

-   Check the **end date** in the repeat settings for that pattern.

-   Ensure it:

-   Extends to the future dates you’re checking.

-   Hasn’t been shortened accidentally.

> **Fix:**  
> \>  
> \- Extend the **end date** to cover the new period, or  
> \- Create a **new pattern** for the next season or shift arrangement.

* * *

## Issue 5 – Changes to rosters don’t seem to have applied

**Examples**

-   You’ve edited or cancelled a roster, but the calendar still looks the same.

-   A practitioner still appears in a timeslot you believe you removed.

-   A change to a repeating pattern only affected some days.

### 5.1 Confirm you edited the correct occurrence or series

Reopen the roster entry you changed and review:

-   Did you edit **only one occurrence** instead of the whole series (or the other way around)?

-   Did you make the change on a date that wasn’t part of the active series?

\[Insert screenshot: Screenshot – Rosters: Example of only one occurrence edited in a series\]

> **Fix:**  
> \>  
> \- Apply the change again, making sure you choose the correct scope:  
> \>  
> \- **This occurrence only** for one‑off exceptions.  
> \- **This and all future occurrences** for a change in pattern from a certain date.

* * *

### 5.2 Check for other rosters covering the same time

If a change doesn’t appear to work, there may be **another roster entry** still covering that time.

-   In the Rosters view, zoom in on the affected day and practitioner.

-   Look for:

-   A second roster block **underneath** or next to the one you changed.

-   A repeated pattern that still includes that time.

> **Fix:**  
> \>  
> \- Remove or adjust any **additional roster entries** that still provide availability.  
> \- Keep only the single pattern or entry you want to apply.

* * *

### 5.3 Recheck the calendar and online booking

After you’re sure the roster entries are correct:

-   Look at the **Appointments** view for the same dates.

-   Confirm that availability now matches the adjusted rosters.

-   If you use online booking, check a few example times to verify they align.

If they still don’t match, re‑run the relevant checks from **Issue 2** and **Issue 3** above.

* * *

## Still stuck?

If you’ve worked through the relevant sections and availability still doesn’t match what you expect:

-   Take a screenshot of:

-   The **Rosters** view for the affected date(s)

-   The **Appointments** view for the same practitioner and location

-   Any relevant **online booking** screen

-   Note:

-   Which practitioner and location are affected

-   What you expect to see vs what you’re seeing

Share this information with your support contact so they can help diagnose any configuration‑specific or edge‑case issues.