My customers can't book an appointment service. Why is this?
We'll check 5 possible solutions.
Does the service have some special settings enabled?
To check, click Appointments > Services > edit the service > scroll to 'Booking Conditions.' Make sure this section looks correct.
For instance, does this service need to:
• Disable booking with memberships?
• Only allow booking from those with memberships?
• Restrict booking by customer tag?
If none of these apply, toggle them off.
Have you assigned Staff to the service?
Click Appointments > Services > make sure there are staff assigned
Check that the Service has availability set
From Appointments > Boards > select the board > click Services.
Check that the service is assigned, then check that it has availability set.
Check that the Venue has availability set
Click Venues > click the dropdown menu to the right of each venue > click Availability Times > check that this is accurate.
Check the assigned Staff's availability
Click Staff > click the dropdown menu to the right of each Staff > click Availability Times.
If this still doesn't resolve the issue, reach out to our support team using that question mark in the bottom right of your dashboard and we'll get you sorted.
Why can't my customer book a service with their subscription or package?
This can be for a number of reasons. Usually it's just a setting that needs to be changed.
Before you begin, make sure you know the name of the service the customer was trying to book.
Then check to see:
Is the Pack or Subscription applicable to this service?
Click Customers > Customer List > search for the customer and click on them. From their customer profile, click the link to their package or subscription.
Then click Appointment Services. Is the service listed here? If not, assign it.
Note that if the service is listed below, it's included. The checkboxes are just used for removing services. Before moving on, are there any other services that should be listed?
Was the service set up to 'disable booking with memberships'?
To check if this is the case, click Appointments > Services > click the service.
Below, you'll find a section called Booking conditions. It previews the settings chosen for this service when it was first set up.
If the setting called "Disable booking with memberships" is on, you'll see a red icon next to it. To turn it off, click Actions (top right) > Edit > scroll to Booking conditions > toggle it off and save.
Customers are being charged fewer appointment credits than I priced my service at. How can I can I fix this?
This can happen with multi-person appointment services (semi-privates) -- when a staff member increases the service's 'Max customers', but doesn't toggle on 'Price is per customer'.
To check your Appointment Service's settings, click Appointments > Services > locate the service and edit it > After toggling on 'price is per customer,' check that the prices in dollars and credits are both correct for one person > then Save.
To preview your customer's scheduling experience, navigate to the Schedule, then click the 'Checkout' page link above the schedule.
Why aren't my staff showing the right availability in Appointment scheduling?
You can check a staff member's availability by clicking Appointments > Boards > selecting a board.
Under the staff tab, click their name.
Next to their current schedule, click the dropdown menu and Edit.
Update the default schedule and save.
Then consider adding / editing a Service Override. This controls when the instructor is available to perform a specific service (overriding the instructors default availability).
If this doesn't resolve the issue, check the board to see that the correct venues are assigned, that they each have the correct schedule set, and that the correct services are assigned assigned to the board.
