Troubleshooting availability issues helps you identify why certain time slots or services aren’t showing up for clients when they try to book.
Please check each of these possible issues, so your availability is not impacted:
External calendar sync conflicts
If your availability is unexpectedly blocked, check whether your external calendar (Google or Outlook) is syncing events that are preventing you from being available. You can adjust calendar sync settings in your account to ensure only relevant events affect your availability. Check it by following these steps:
Go to the Calendar.
Click on the gear icon to open Settings.
Navigate to Connected app sync.
Select Edit.
Under "Sync my calendar to Carepatron," check any unchecked options.
Click Save.
Note: Only calendars with "edit-access" will be synced. Ensure your calendar permissions allow editing for successful synchronization.
Review your availability schedule
Ensure that your working hours and breaks are correctly configured in your schedule settings. If availability appears incorrect, double-check the schedule settings in your account to verify the correct times are set. Check it by following these steps:
Go to the Settings section.
Select My Profile option.
Navigate to the Service and Availability tab.
Go to Availability and check the availability you set for yourself from there.
Service availability settings
Some services may have specific availability rules that override general schedules. Verify that the service is available at the desired times. Check it by following these steps:
Go to the Settings section.
Select Scheduling option.
Navigate to the Services tab.
Go to the Services you want to check.
Scroll down to Online bookings.
You can find the availability in the Service availability option.
Booking policies restricting appointments
Your booking policies, such as lead time, cancellation windows, buffer times, and other rules, may prevent clients from scheduling appointments at certain times. Review these settings in your account. Check it by following these steps:
Go to the Settings section.
Select Scheduling option.
Navigate to the Online Booking tab.
Go to Booking & cancellation policies.
Scroll down to Booking policies.
You can edit it as you see fit or as needed.
Locations not assigned to services or schedules
For appointments to appear correctly, ensure that:
The correct locations are assigned to your services.
Go to the Settings section.
Select Scheduling option.
Navigate to the Services tab.
Go to the Services you want to check.
Scroll down to Online bookings.
You can find the location in the Location of Service option.
The schedule includes the necessary locations.
Go to the Settings section.
Select My Profile option.
Navigate to the Service and availability tab.
Go to Availability and check the location you set for yourself each day.
Incorrect practitioner assigned
Ensure the correct practitioner is assigned to the service. If a practitioner is missing or incorrectly assigned, availability may not appear as expected. Check it by following these steps:
Go to the Settings section.
Select Scheduling option.
Navigate to the Services tab.
Go to the service you want to check.
Scroll down to Service details.
You can find the practitioner assigned in the Assigned team option.
Date overrides affecting availability
If you have set up specific date overrides (e.g., weekends, special hours), they may be restricting availability. Review and update these overrides as necessary here:
Go to the Settings section.
Select My Profile option.
Navigate to the Service and availability tab.
Go to Date specific hours, and check if you have any. You can also modify it from there.
Availability date range
Navigate to the Calendar.
Click the gear icon.
Select the Set availability option.
Scroll to the bottom and check under availability if you have any additional schedule range.
Service is not bookable online
If a service isn't appearing as available, confirm that it is set to be bookable online in your service settings.
By checking these areas, you can quickly identify and fix availability issues. If the problem persists, reach out to support for further assistance. Check it by following these steps:
Go to the Settings section.
Select Scheduling option.
Navigate to the Services tab.
Go to the service you want to check.
Scroll down to Online booking.
Select Edit, then turn on/off the Bookable online option.
Our team will be available to answer any further questions you may have. Just reply via messenger through the Help channel in your workspace.