---
title: "Fix common service issues"
url: "https://support.cosmesoft.app/en/article/fix-common-service-issues"
language: "en"
last_updated: "2026-09-09T12:27:14.464Z"
---

# Fix common service issues

## Fix common service issues

Use this guide to diagnose and fix the most common problems with the Services catalogue in Cosmesoft.

> If you are not sure how the inventory system works, start with **About Services**.

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## Problem 1 — Service is missing from the Online Booking site

**How you recognise it**

-   A client reports they cannot find a specific treatment on your public booking page.
-   You view the booking site and the service is not listed under its category.

**Most likely causes**

-   **Online Booking Toggle** — The service may have "Allow Online Booking" turned off.
-   **Category Settings** — The service may not be assigned to the category the client is browsing, or the relevant category may be set to "Internal Use Only." A service can belong to more than one category, which helps organise services for clients navigating online booking.
-   **Staff Assignment** — No staff members are assigned to perform this service at the selected location.

**How to fix it**

1.  Navigate to **Settings** > **Services** from the Main Menu, then find the service.
2.  Click **Edit** and ensure the **Allow Online Booking** toggle is **ON**.
3.  Check the service’s category settings. Ensure the service is assigned to the correct **Primary Category** and add any relevant **Additional Categories** so clients can find it in multiple sections of online booking.
4.  Open the **Service Categories** tab and ensure each online booking category where the service should appear is NOT marked as **Internal Use Only**.
5.  Check **Settings** > **My Team** to ensure at least one staff member assigned to the location has this service enabled in their profile.

**How to confirm it's fixed**

-   Refresh your online booking site; the service should now appear in its assigned category or categories.

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## Problem 2 — Service duration is incorrect on the calendar

**How you recognise it**

-   When you book a service, it takes up more (or less) space on the calendar than expected.
-   There is an unexpected time before, after or during the appointment.

**Most likely causes**

-   **Advanced Timing** — You may have configured **Pre-Treatment**, **Post-Treatment** or **Gap** times that add to the total duration.

**How to fix it**

1.  Open the service and check the **Duration** in **Basic Information**.
2.  Expand **Advanced Options** and check if there are values in **Pre-Treatment**, **Post-Treatment** or **Gap** times that require adjustment.
3.  Adjust these values to **0** if they are not needed.

  

![image-20260503-044341.png](https://cdn-assets.productfruits.com/5668284a-e912-431b-97a5-9ae83d3729e4)

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## Problem 3 — Cannot delete a Service Category

**How you recognise it**

-   The **Delete** button for a category is greyed out or shows an error when clicked.

**Most likely causes**

-   **Active Services** — You cannot delete a category if it still contains services (even if those services are inactive).

**How to fix it**

1.  Navigate to the **Services** tab.
2.  Filter by the category you want to delete.
3.  Either delete all services in that category or edit them and move them to a different category.
4.  Return to the **Service Categories** tab and delete the category.

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## Still not working?

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

-   The name of the service and its category.
-   A screenshot of the service configuration (Basic and Advanced options).
-   The name of the staff member(s) who should be able to perform it.