If you're having trouble with the Online Bookings, have a run through this diagnostic guide to help resolve your problems.
Have you finished setting up in 'Online', but there are no bookings available?
This is usually caused when you're using Advanced Rostering and you have not entered in any Roster items.
Solution: Pop into Roster in the main menu on the left and add in your roster items. If you need some details to see how this works, read Setting up your Roster with Advanced Rostering.
You should also check to see if you've accidentally selected "Annual Leave" instead of "Rostered On".
Clients will be unable to book in with any Operators that are rostered for Annual Leave.
No dates or times showing online? Run through this checklist
Check these in order. Most of the time it's one of them.
- Roster: the operator is Rostered On for those dates. Look in Roster and check the week. Annual Leave and Rostered OFF don't give clients any times.
- Online operators: the operator is listed in Online > Setup > Online Operators. If they're missing, click Add Operators.
- Online services: the service is listed in Online > Setup > Online Services. If it's missing, click Add Services.
- Online opening hours: go to Online > Setup, find My Online Profile and click Edit Online Opening Hours. Make sure the day isn't ticked Closed, and that the hours cover the times you want to offer.
- Lead time: if you approve bookings yourself, clients can't book in the next 2 hours. Read "Why is there available time on the Appointments page, but no appointments available online?" below.
- Public holidays: check for an entry on that date. Go to Roster and click Public Holidays/Alternate Trading Hours at the bottom. An entry there can change your trading hours for that day.
Are your clients seeing an error when they try to book?
Check these first:
- Click the green View Bookings Site button at the top right of the Online page to open your booking page. Try making a booking yourself, in a private or incognito window.
- Open the service in Online > Setup > Online Services and click Edit. Check the name, price and duration are filled in.
- Check an operator can do the service in Admin > Operators > Services.
- If clients pay online, go to Online > Admin and check Booking Payment Method and Setup Payment Method. Your payment provider should show as connected.
Still seeing the error? Take a screenshot of it and send it to our support team. Tell us which service or step it happens on.
Are you unable to book in a particular service with an operator, even when there is available time?
Things to look for:
- If a client has reported this, check your Online Bookings site and try to make a booking during the specific date and time to confirm if this is consistent.
- Check Online Bookings to see if the Service is listed in Online > Setup > Online Services.
- Check Online Bookings to see if the Operator is listed in Online > Setup > Online Operators.
- Check to see if the Operator is Rostered On for the day by popping into Roster and navigating to the date range.
- Check to see if time is available on the Appointments page.
- Check to see if the Operator can perform the service in Admin > Operators > Services.
Do you want to retrieve client details on bookings which have been rejected?
- Click on Online > Dashboard > Booking Activities.
Booking details are found here, including the Client name and an icon next to the booking status (which you can click on to view specific details).
You can then search for the client using Client Search in right-side panel.
- You can also verify activity by clicking on Actions in a client card and clicking on the Activity option.
The activity should match up with approximate date/time as the booking and user should be System Admin or System Operator. The activity should also match up with Add and Appointment.
Are you no longer receiving notifications when your clients make a booking?
Check to see if you have entered in your email and/or mobile number in Online > Admin > Notification Settings, under Approval Alert Settings. Make sure you tick SMS and/or Email if you haven't already.
This will make sure that you continue to receive notifications if bookings are required to be approved by you or your salon (rather than auto approval).
If you have enabled auto approval, you won't receive these notifications. Instead, you can try to use operator appointment notifications. Read Operator Appointment Notifications in Smart Send.
Can I update my Online Booking URL?
Yes. Read Updating Your Online Booking URL to learn how.
Why is there available time on the Appointments page, but no appointments available online?
If you find yourself in this situation, you will need to make sure that you're correctly set up. Please view the start of this article to check that you've set up your Online Bookings, and your operators are correctly configured.
If you are correctly configured, you may not be able to book due to the 2 hour appointment approval process.
If you are not using auto approval, you cannot make a booking within the next 2 hours from the current time. This gives you time to approve the booking.
If you would like to learn more about auto approval, read Auto Approve Your Online Bookings.
How can I figure out if I can make a booking at a certain time?
If you're approving appointments manually, clients can book from 2 hours after the current time. If that time falls overnight or outside of business hours, you'll have 2 hours from the start of the next business hours to accept the booking.
If you're using auto approval, you will be able to book as soon as possible. In your Roster, this is typically anytime where you are rostered on, or from the next available rostered on time.
What hours are available to clients who book online?
Online Bookings looks at your Roster for available time. So your rostered on times are your business hours. You can also set your online opening hours in Online > Setup, under My Online Profile.
I would like to learn more about how clients book online.
Read How Clients Make Online Bookings to learn more about the process clients typically go through to make a booking with you.
If you have any questions, please send them to us via the Submit a Request option in your Help & Support page.