An online booking isn't in my calendar
An online booking is in your calendar as soon as the client clicks "Book an appointment" and sees the screen "Your appointment is booked" or "Request sent". If the client got an error message, nothing was booked.
Check Notifications and "Needs attention"
If you check bookings first, the appointment has the status "To confirm". It's in your calendar but waiting for you.
Check the right day and colleague
With a team, choose "Everyone" at the top of the calendar. Also check the day the client mentions: sometimes it's next week.
Search for the client
Type the name or email under Clients. The client record shows every appointment for that client, including cancelled ones.
Ask what the client saw
"This time has just been taken" means someone else was quicker. If online booking isn't possible any more this month, the Start maximum (40 a month) has been reached.
Online payment on?
If you have clients pay online when booking, a client who doesn't pay within 30 minutes loses the slot. The appointment then doesn't go ahead.
Still can't find it? Email us the client's name and the day and time of the booking. We'll look into it with you.
Related articles
- Confirm or decline an online requestDo you check bookings first? Here's how to confirm or decline a request from Notifications or your overview.2 steps
- Clients can't book online or see no free timesYour booking page shows no free times or says online booking isn't possible? Work through this list, from the most to the least common cause.5 steps
- My client didn't get a confirmation emailThe appointment is in your calendar but the client says no email arrived. The five things to check, in order.5 steps
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