Troubleshooting appointments issues
Tips and guidance for resolving common appointment-related problems.
Visitors don’t see any time slots when booking
Make sure:
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At least one service is marked as bookable for appointments
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Team members are assigned to that service
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Availability is set for those team members
📖 Start here: Appointments settings overview
Appointments are not being assigned correctly
Check:
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Is more than one team member assigned to the service?
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Are their availabilities overlapping?
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Are external calendar syncs causing time conflicts?
📖 Learn more: Assigning appointments to team members
A visitor showed up, but there’s no appointment in the calendar
Possible causes:
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Appointment was canceled
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Booking wasn’t completed due to connection or form error
Tip: Ask for confirmation link and check if they completed the last step.
Team member can’t edit their own availability
They must be:
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Assigned to appointments by an Admin or Manager
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Logged in and accessing from the Calendar View
Synced external calendar events not blocking availability
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Confirm the sync status is active
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Ensure events are marked as “busy” (not “free” or “tentative”)
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Disconnect and reconnect the calendar if needed
📖 Setup guide: Calendar sync configuration
Can't connect a Microsoft 365 calendar (Outlook, Teams, Exchange)
If the connection fails or nothing happens after signing in, your organization may block third-party applications (in this case, Cronofy, our calendar sync provider) from accessing Microsoft data by default.
Your Microsoft administrator needs to approve the Cronofy application before users can connect their calendars. Copy the link that matches your setup and send it to your administrator; opening it starts the Microsoft approval flow:
- Office 365 Exchange Web Services:
https://app.cronofy.com/oauth/authorize/admin/office365?client_id=7uOJmiFCXFK03BbGituvdN4xYBNO6NC2 - Microsoft Teams:
https://app.cronofy.com/oauth/authorize/admin/ms_teams?client_id=7uOJmiFCXFK03BbGituvdN4xYBNO6NC2 - Microsoft Graph Calendar:
https://app.cronofy.com/oauth/authorize/admin/ms_graph_calendars?client_id=7uOJmiFCXFK03BbGituvdN4xYBNO6NC2
Not sure which one applies? Reach out to our support team or your account manager; we are happy to help.
📖 Setup guide: Calendar sync configuration