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Why aren't my services available at expected times?

It can be frustrating when you need a specific service but it's not available at the right times. We'll help you troubleshoot common reasons services might not show as available.

There are 2 types of services: 

1-on-1 appointment: A meeting with you and one client, such as initial consultations, meetings, and phone calls.
Group Event: An event led by you with multiple clients, such as a class, a workshop, or a webinar.

Once you set up your services, you can access them anytime by clicking Settings > My Services for future scheduling. 

Business & Staff Availability

The first step is to check if you and your staff are available during the relevant times.

For single users:

  1. Open the platform.
  2. Click Settings.
  3. Click Availability & Calendar.
  4. Click General Availability.

To change your available days:

Next to the relevant day, click to enable.

To change your available times:

Click , enter your working hours, then click Add or Update.

To add a new shift:

Click Add New Time Slot, enter the relevant times, then click Add or Update. 

In the example below, the first shift begins at 9:00am and ends at 12:00pm, and the second shift begins at 3:00pm and ends at 6:00pm.

 

To remove a shift:

Next to the relevant shift, click .

Date-Specific Availability 

When you book time off for vacation, you do so through date-specific availability. Check to make sure the wrong day hasn't been booked off by mistake.

At the bottom of the page, click Edit Date-Specific Availability and check the relevant day is not set to "Unavailable". Click Restore to reset to available. 

The service should now be available during the day and time listed.

 

For multiple staff:

  1. Open the platform.
  2. Click Settings.
  3. Click Staff.
  4. Select the relevant staff member.
  5. Click Advanced.
  6. Click My Schedule.

To change the staff member's available days:

Next to the relevant day, click to enable.

To change their available times:

Click , enter their working hours, then click Add or Update.

To add a new shift:

Click Add New Time Slot, enter the relevant times, then click Add or Update. 

In the example below, the first shift begins at 9:00am and ends at 12:00pm, and the second shift begins at 3:00pm and ends at 6:00pm.

 

To remove a shift:

Next to the relevant shift, click .

Date-Specific Availability

When staff book time off for vacation, they do so through date-specific availability. Check to make sure the wrong day hasn't been booked off by mistake.

At the bottom of the page, click Edit Date-Specific Availability and check the relevant day is not set to "Unavailable". Click Restore to reset to available. 

The service should now be available during the day and time listed.

 

Repeat the above steps for each relevant staff member.

Service-Specific Availability

Another troubleshooting step is checking that your service-specific availability matches your available hours.

To check service-specific availability:

  1. Open the platform.
  2. Click Settings.
  3. Click My Services.
  4. Click the relevant service.
Note: These settings apply to both you and your staff.

If "Service is available through regular business hours" is checked, the service is available when you are.

If "Service has different availability" is checked, you'll need to review the service's specific availability to ensure it matches the availability of you or your staff.

To change the service's available days:

Check the relevant day of the week. The word "Closed" will now appear under it. 

To change the service's available time:

Make sure the relevant day is checked, then select the start and end time from the dropdown menus. 

To add a new shift:

Click , then enter the relevant times.

To remove a shift:

Next to the relevant shift, click .

In the example below, the first shift begins at 9:00am and ends at 12:00pm, and the second shift begins at 3:00pm and ends at 6:00pm. 

Repeat the steps above for each relevant service.

Calendar Bookings & Synced Events

If you have synced an "All-Day" or "Multi-Day" event on your Google Calendar or Outlook Calendar, to the platform calendar you will show as unavailable. This will also block your platform availability and prevent clients from booking during that time.

To free up these times, log into your Google or Outlook calendar and change the event from "Busy" to "Free", or delete them from your calendar. The new data will sync automatically and you should be able to book during these times. "Free" events do not block your availability on the platform and do not sync over.

Advanced Notification Settings

If you have an open time slot on your calendar but it's not available for bookings, try checking your "Advanced Notification" settings. 

To view/edit Advanced Notification Settings:

  1. Open the platform.
  2. Click Settings.
  3. Click Booking Options
  4. Under "Accept Appointments" choose "Advance Notification"
  5. Choose the desired notification period.

Limit Future Bookings Settings

You can set a limit as to how far ahead a client can book with you, and if services aren't available beyond a certain date this may be why they're not appearing. 

To edit/view "Limit Future Bookings" for all services:

  1. Open the platform.
  2. Click Settings.
  3. Click Booking Options.
  4. Under "Booking Options & Limits", see the time frame under  "Limit Future Bookings".
  5. Optional: If needed,  click and select the relevant time frame.

 

To view/edit "Limit Future Bookings" settings for a specific service:

  1. Open the platform.
  2. Click Settings.
  3. Click My Services.
  4. Click the relevant service.
  5. Under "Booking Options", see the time limit under "Limit Future Bookings".
  • If "Use Default Settings" is selected, the settings under Settings > Booking Options will be used.
  • If "Customize" is selected and you wish to edit, click , then select the time limit for when clients can book in advance.

 

  1. At the top of the page, click Save.
Note: The time frame will also include non-business days if it covers them.

Repeat the steps above for each relevant service.

Preparation Time

You can schedule preparation time before each appointment or event. This also blocks that time in your calendar and is a factor in determining if there is enough time to book new appointments. For example, if you want to schedule a 1-hour service but have also set 10 minutes for preparation time, you will not be able to book that service in a 1-hour block of free time. 

To view/edit preparation time for a specific service:

  1. Open the platform.
  2. Click Settings.
  3. Click My Services.
  4. Click the relevant service.
  5. Under "Duration & Availability", see the scheduled prep time under "Preparation Time".
  6. Click , then select the desired time frame.
  7. At the top of the page, click Save.

Repeat the steps above for each relevant service.

Calendar Intervals

Booking intervals affect how often services are available. For example, if you want to book a 30-minute service and you have the booking interval set for 1 hour, the available booking slots will be available at the top of each hour, for example: 1:00, 2:00, 3:00 etc.

Note: The default setting of "No Intervals" maximizes your availability.

To view/edit your calendar booking intervals for a specific service:

  1. Open the platform.
  2. Click Settings.
  3. Click My Services.
  4. Click on the relevant service.
  5. Under "Duration & Availability", see the time frame under "Time-Slot" Intervals.
  6. Click , then select the desired time frame.
  7. At the top of the page, click Save.
 

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