Troubleshooting Scheduling & Availability
Use this guide when customers can’t find time slots, the wrong slots appear, or staff calendars don’t match what you expect.
⚡ Quick checklist
Is the service Active?
If the service is Draft/Inactive, customers won’t be able to book it.
Is at least 1 team member assigned to the service?
No assigned team member = no availability to show.
Does the team member have availability for that day/time?
If there are no working hours set, customers won’t see slots.
Is the date blocked off?
Blocked dates/times override normal availability.
Are you restricting the booking window?
Rules like booking date range, max days ahead, or last-minute cutoff can hide slots.
Rules like booking date range, max days ahead, or last-minute cutoff can hide slots.
🔍 Common problems & fixes
1) “No available time slots” on the storefront
Most likely causes
No team members assigned to the service
Team member has no availability set
Date range/booking window is too narrow
Fix
Open the service → Availability tab → confirm at least one team member is assigned
Open the team member calendar → set working hours (try Set all day to test quickly)
Check Booking date range / max days ahead / cutoff settings
Remove or adjust blocks for that period
Example Case: Staff availability is shorter than service duration
What’s happening
A time slot can only be shown if the entire service duration fits inside the staff’s available time.
If the service takes longer than the available window, no slots will appear, even though the staff looks “available”.
Service settings
Team member availability
Available time: 11:00 – 11:30 (30 minutes)
❌ Result on storefront
No available time slots shown
The service needs 60 minutes
The staff is only available for 30 minutes
There is no continuous 1-hour window, so the system cannot create a valid booking slot
How the system checks availability
Available time ≥ Service duration
If this rule is not met → no slots are shown
How to fix it
Choose one of the following:
Option 1: Extend staff availability
Example:
Change availability from 11:00 – 11:30
To 11:00 – 12:00 (or longer)
⇒ A 1-hour slot can now be created
Option 2: Shorten the service duration
Example:
Change service duration from 1 hour
✅ The 11:00 – 11:30 slot will now appear
Option 3: Use buffers carefully
If you have:
Time needed before or after appointment
Make sure availability is long enough to cover:
2) Customers only see a few dates (or only this week/month)
Most likely causes
Booking date range is limited (ex: Dec 1–Dec 31)
Maximum days customers can book ahead is set low
Fix
Increase your booking date range
Raise “maximum days ahead” to match your policy (ex: 60–90 days)
3) Customers can book too soon / too late
Most likely causes
Time needed before appointment starts is 0 (allows last-minute bookings)
Last-minute booking cutoff is too small
Fix
Add preparation time (ex: 2–24 hours)
Increase last-minute cutoff if you need more lead time
4) Overlapping bookings happen (double-booking)
Most likely causes
Allow overlapping time slots is enabled
Capacity is set higher than intended
Fix
Disable “Allow overlapping time slots” if you want one booking per slot
Set Capacity = 1 for 1:1 services
5) Slots look wrong (spacing, length, or start times)
Most likely causes
Service duration doesn’t match your intended session length
Buffer time before/after appointment changes slot spacing
Fix
Confirm Duration in the service settings
Check Time needed before/after to ensure buffers aren’t creating gaps
6) A staff member is “available” but customers still can’t book them
Most likely causes
Staff is not assigned to the service
Staff availability exists, but the specific date is blocked
Time zone mismatch (store vs staff/customer expectation)
Fix
Service → Availability → assign the staff member
Staff calendar → remove “Unavailable” blocks on that date
Double-check time zone settings and location time zone (if used)
7) Customer can’t choose Pay now / Pay later
Most likely causes
Service is not set to Pay to book
“Allow customer to choose pay now or pay later” is not selected
Fix
Service → Choose payment type → select Pay to book
Select Allow customer to choose pay now or pay later
Test on storefront booking popup to confirm the “Payment method” options appear
Copy/paste this info to speed things up:
Service name + link/screenshot of its settings (Duration, Capacity, Payment type)
Team member name + screenshot of their availability week
Exact date/time you expected to be bookable
Storefront link + screenshot of the booking popup result
🙋 Still need support?
If you still need help, please feel free to contact us at [email protected]. We’ll be happy to assist you further.
