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 won't show.

The service is active. Open Staff & Services → Services and check the service shows Active, not Inactive. 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. At least one cell in that row needs to be ticked.
At least one assigned staff member is bookable. A staff member shows Bookable or Not bookable on the Staff tab. Front-of-house staff are often not bookable, which is fine. You just need someone assigned to the service to be bookable.
The assigned staff member isn't archived. Archived staff are hidden from the booking page. 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 grid, it can't show on your booking page. New services are ticked for all bookable staff, but if you've been editing assignments it's easy to untick everyone by accident.

A staff member isn't showing on my booking page

Same idea, from the staff side:

They're not bookable. Click Not bookable on their row in Staff to switch it to Bookable.
They're archived. Restore them from Archived Staff at the bottom of the same page.
They have no services assigned. They need at least one ticked cell in their column on the Assignments tab.
They have no working hours. If every day is set to Day off, they have no times to offer. Click Edit on their row and open the Working Hours tab.

My booking page shows "temporarily unavailable"

That message means the booking page is switched off. Go to Settings → Booking Page and switch the booking page back on.

If you didn't switch it off yourself, check whether your trial has ended with 2 or more staff, as 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 no times show for any day, work through this list:

Staff working hours are empty. Open Staff, click Edit on the staff member, and check the Working Hours tab. Untick Set custom hours to use your business hours instead.
Your business has no hours set. Set them under Settings → Business Hours.
Minimum notice cuts off near-term times. Under Settings → Booking Page, Minimum notice required can be set as high as 48 hours. If today is Monday and you require 48 hours' notice, nothing before Wednesday will show.
Same-day bookings are off. On the same screen, switch Same-day bookings on if you want today's times to show.
Maximum days in advance is too low. If it's set to 7, clients can't see times more than a week out. Raise it, or leave it blank to allow up to 365 days.
The service doesn't fit any gap. The whole service, including processing and buffer time, has to fit within the staff member's hours without overlapping other bookings or blocks. A 3-hour service won't fit into a 90-minute gap.
Existing bookings or blocks are filling the day. Open the calendar day view and look at the staff member's column.

Online, start times are offered every 15 minutes, whatever the length of the service. This isn't adjustable.

Clients can still book during a break or day off

Blocks stop online bookings for that staff member during the blocked time, whether they're on custom hours or your business hours. If clients are still booking:

Check the block is on the right staff member and date. Each block covers one staff member only.
Check a repeating block covers the right days. Open it from the calendar to check. If you deleted that day's occurrence, it won't block that day.
The booking was made before the block. Creating a block doesn't move bookings that already exist. Move or cancel those yourself.

For regular days off, you can also change the staff member's working hours. See Managing staff.

SMS reminders aren't sending

A few things control SMS, and the failure is silent. Check in this order:

You have SMS credits. Buy a credit pack from Settings → Billing. See Billing and trials for pack prices.
SMS is ticked on your reminders. Under Settings → Notifications, each reminder has Email and SMS tick boxes. By default there's one reminder 1 day before the appointment, with Email ticked and SMS not ticked. The SMS box can't be ticked until SMS is available on your account.
The client has a phone number. No phone, no SMS. Check the client profile from Clients.
The phone number is valid. Edit the client and re-enter the number, including the country code if it's an international number.
The client hasn't replied STOP. A client who's opted out won't receive further SMS. They'll still receive emails.
The booking was made in time for the reminder. Reminders go out at the time you've chosen (from 1 hour up to 1 week before). A booking made after that point won't get that reminder.

You can see what was actually sent on the Messages page.

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

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

Check spam or junk. Magic links sometimes land there, especially on Outlook and Hotmail.
Confirm the email address. The link goes to the address you typed on the login page, which isn't always the address you registered with. Try the other one.
Wait a minute. Email can take a little while to arrive.
The link expired. Magic links last 30 minutes. Request a fresh one.

If none of those help, contact Support and we can check delivery logs.

The timezone banner is showing

A blue banner saying "Your timezone appears to be ..." means the device you're using is set to a different timezone from your business.

If your business timezone is wrong, click Update timezone in the banner, or go to Settings → Business Details, and choose the right Timezone.
If your business timezone is right, your device's clock is set to a different timezone (common when travelling). Your bookings are still at the right times for your salon.

My reports show $0 revenue

The Dashboard's revenue figures add up the prices of Confirmed and Completed bookings in the period. Pending, cancelled and no-show bookings aren't counted. Common causes of $0:

Services have no price. Open Staff & Services → Services and check that each service has a price set. A booking keeps the price it was made with, so adding a price later won't change older bookings.
Bookings are still Pending. Open them on the calendar and set the Status to Confirmed, or click Mark Complete once the appointment has passed.
There are no bookings in the period you're viewing. Try a longer period.

The calendar looks empty (or wrong)

You're on the wrong day. Click Today in the calendar header.
Some staff are filtered out. Use the staff filter in the calendar header and choose All staff.
You're on the wrong location. If you have more than one location, switch using the location switcher at the top of the sidebar. Each location has its own bookings.
The booking is on a staff member further along. With several staff, scroll sideways on the day view.

Only part of the page shows on my phone

TimeToBook works on phones, but some pages are wide. A few tips:

Use the menu icon at the top left to open the sidebar and reach other pages.
Scroll sideways on the calendar to see more staff columns.
Show fewer staff using the staff filter in the calendar header, so each column has more room.
Turn your phone sideways for a wider view.
Use the Day view on small screens. It's easier to read than the Week view.

Dragging bookings is turned off on phones and tablets. Tap a booking to open it and change the time instead.

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 click the invitation link from the email again.
You manage more than one location. Use the location switcher at the top of the sidebar.

A client got two confirmation emails

Usually this means there are two client records for the same person: one from a previous booking (perhaps with a different email) and one from the latest. Open Clients and search for the duplicate. If in doubt, contact Support and we can help sort it out.

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 booking page link

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