Troubleshooting

Most things in TimeToBook are designed to fail loudly — but when they fail quietly, this is the page to start with. If your specific problem isn't here, hit Support and we'll dig in.

A service isn't showing on my booking page

Four things have to be true for a service to appear on your public booking page. If any one of them is wrong, the service vanishes silently.

The service is active. Open Staff & Services → Services and check the Active toggle on the row. Inactive services are hidden from clients but kept in your list.
At least one staff member is assigned to the service. Go to the Assignments tab and find the service row. Every cell in that row needs to be either ticked (someone can do it) or you'll see an empty row. Even one ticked cell is enough.
At least one assigned staff member is bookable. A staff member is "bookable" if their Bookable toggle is on under Staff. Apprentices and front-of-house staff are usually unbookable, which is fine — you just need someone on the assignment row to be bookable.
The bookable staff member isn't archived. Archived staff are hidden from the booking page even if they're still ticked in Assignments. Restore them from the Archived Staff section at the bottom of the Staff tab.

A useful sanity check: if a service has zero ticked cells in the Assignments matrix, it cannot show on your booking page no matter what. Newly created services do default to all-staff-ticked, but if you've been editing assignments it's easy to accidentally untick everyone.

A staff member isn't showing on my booking page

Same idea, from the staff side:

Bookable toggle is off. Toggle it on in Staff.
Staff is archived. Restore from Archived Staff at the bottom of the same page.
Staff has no services assigned. They need at least one ticked cell in their column on the Assignments tab.
Staff has no working hours. If their hours are blank for every day of the week, they have no slots to offer. Set hours in Edit → Hours on their staff row.

My booking page shows "temporarily unavailable"

That message means the booking page has been paused. Go to Settings → Bookings and toggle Booking page back on.

If you didn't pause it yourself, check whether your trial has expired with 2+ active staff — that automatically takes the page offline. See Billing and trials for how to either subscribe or archive staff to drop back to the free Solo plan.

No time slots are showing for clients

If your booking page loads but step 3 (pick a time) is empty for every day, work through this list:

Staff working hours are blank. Open Staff, click Edit on the staff member, and set their hours — or click Inherited to use the location's business hours.
The location has no business hours. Set them under Settings → Business Hours. Days with no hours are treated as closed.
The minimum notice cuts off near-term slots. Under Settings → Bookings, the Lead Time setting can require 24 or 48 hours' notice. If today is Monday and you require 48h notice, Monday and Tuesday slots disappear.
Same-day bookings are off. Same screen — toggle Same-Day Bookings back on if you want today's slots to show.
Maximum advance is too tight. If Maximum days in advance is set to 7, clients can't see slots more than a week out. Bump it up or leave it blank for no limit.
The total service duration doesn't fit any window. A 3-hour service won't fit into a staff member's 90-minute lunchtime gap. Either shorten the service or check the calendar for back-to-back bookings.
Existing bookings or blocks are filling the day. Open the calendar day view and look at the staff member's column.

A staff member is taking time off but bookings are still coming in

Time off only blocks bookings if the staff member is on custom hours. If their hours are marked Inherited (from the location's business hours), the location-level hours always win and any per-staff time off is ignored.

Fix: open Staff → Edit → switch from Inherited to Custom hours, then add the time off.

SMS reminders aren't sending

A handful of things gate SMS, and the failure is silent. Check in this order:

You have SMS credits. SMS isn't included in the trial or the free Solo plan. Buy a credit pack from Settings → Billing. See Billing and trials for pack prices.
The client has a phone number. No phone = no SMS. Check the client profile from Clients.
The phone number is valid. Local NZ/AU/UK numbers work fine; international numbers without a country code may fall through. Edit the client and re-enter the number.
The client hasn't replied STOP. A client who's opted out won't receive further SMS until they opt back in. They'll still receive emails.
SMS is enabled in your notification settings. Under Settings → Notifications, check that SMS reminders are toggled on.
The booking is at least an hour away. Reminders go out ~24 hours before the appointment. A booking made 30 minutes before the slot won't get a 24-hour reminder — it's already past the trigger.

You can confirm what was actually sent by opening Messages and filtering by recipient.

A magic-link sign-in email didn't arrive

Magic-link delivery is the single most common login issue. Walk through this:

Check spam/junk. Magic links sometimes land there on first delivery, especially on Outlook and Hotmail.
Confirm the email address. The link goes to the address you typed on the login page — not always the address you think you registered with. Try the alternative.
Wait 60 seconds. Email queues can lag. Don't request three more links — each new link invalidates the previous one.
The link expired. Magic links live for 30 minutes. Request a fresh one.
The link was already used. Each link is one-time-use. If you opened it on your phone first, opening the same link on your laptop won't work.

If none of those help, contact Support — we can resend manually or check delivery logs.

The dashboard shows the wrong time, or the timezone banner is up

TimeToBook has two timezones for every account:

Location timezone — set under Settings → Business Details. This is what your clients book against.
Account timezone — set under Account → Profile. This is what you see in the app's clock and "today" filter.

If they don't match, you'll see a banner across the top of the app warning you. Set them to the same value (e.g. Pacific/Auckland) and the banner disappears.

This bites traveling owners and anyone whose laptop guessed the wrong timezone on first sign-in.

My reports show $0 revenue

The Dashboard's revenue figures count bookings with prices. Two things break this:

Services have no price. Open Staff & Services → Services and check that each service has a price set. A blank price field counts as zero.
Bookings aren't marked completed. Today's revenue counts all confirmed bookings happening today; historical revenue counts completed bookings. Unmarked past bookings sit in limbo. Walk down yesterday's column on the calendar and click each booking → mark as Completed or No-show.

The calendar looks empty (or wrong)

You're on the wrong day. Click Today in the calendar header.
You're filtering to "only me". If you're a staff member, the calendar may default to showing only your own column. Toggle the staff visibility option in the header.
You're on the wrong location. Multi-location owners can switch via the dropdown in the top-left. Each location has its own bookings.
The booking is on a different staff member. If you split bookings across multiple stylists, scroll horizontally on the day view.

I'm signed in as the wrong person, or seeing the wrong salon

Two common cases:

You accepted a staff invitation while signed into a different account. Sign out, then re-click the invitation link from the email — it'll send a fresh magic link to the invited address.
You manage multiple businesses. Use the location switcher in the top-left of the app. Locations are grouped by business, and each business has its own billing.

A client got two confirmation emails

Usually means there are two client records for the same person — one from a previous booking (perhaps with a different email), one from the latest. Open Clients, search for the duplicate, copy any notes across, and delete the older record. The booking history of the deleted record is preserved on the kept record only if you re-link manually — if in doubt, contact Support and we can merge them server-side.

Still stuck?

If you've worked through the relevant section above and the problem persists, head to Support. When you contact us, include:

What you were trying to do
What you saw instead
The booking, client, or staff name (if relevant)
Your salon's slug or URL

That covers about 90% of what we need to look at it on our side.