Booking problems
यह पेज अभी हिंदी में उपलब्ध नहीं है, इसलिए अंग्रेज़ी में दिखाया गया है।
Problems clients have on your online booking site (<your address>.focl.app), and what to check in the dashboard.
Why does my booking site show no times?
Section titled “Why does my booking site show no times?”Go through these in order. Most “no times” calls are one of the first four.
- Is the location open that day? Settings, your location, Hours. Each location has its own hours.
- Is someone scheduled? Employees > Schedule. Staff need a shift that day, unless Allow bookings outside staff schedules is on in Settings > Online booking.
- Can that person be booked online? The employee must be bookable online (their Capabilities).
- Does that person do the service? Employees > Staff, the employee’s ⋯ menu, Services they do.
- Is the service shown online? The service must be Visible to customers.
- Is the day too far ahead? Settings > Online booking, Customers can book up to (7, 14, 30, 60 or 90 days).
- Does the service need a room or chair? If the service uses a resource, one must be free. See Resources.
- Is the whole day already booked?
Why do bookings say they need confirmation?
Section titled “Why do bookings say they need confirmation?”Your setting Bookings need your confirmation (in Settings > Online booking) is set to Always, or At or above an amount and the booking is over that amount. These bookings show as Needs confirmation. Open the booking in Appointments and press Confirm booking. The client sees “pending confirmation” until you do.
To stop this, set Bookings need your confirmation to Never.
What do the booking site’s error messages mean?
Section titled “What do the booking site’s error messages mean?”| The client sees | What it means | What to do |
|---|---|---|
| “This time slot was just booked by someone else.” | Someone else took it a moment earlier. | Pick another time. |
| “This time slot is no longer available.” | Nobody is free to do it at that time any more. | Pick another time. |
| “This time can’t be booked online (outside business hours or too far ahead).” | Outside your hours, or past Customers can book up to. | Check hours and the booking window. |
| “One or more services are no longer available.” | A service was hidden or removed while they were booking. | Start again. |
| “There isn’t enough room for your services at this time.” | Not enough rooms or chairs (resources) free. | Pick another time. |
| “Unable to complete booking. Please contact the business directly.” | The client is blocked from booking (see below). | Book them yourself or contact support. |
| “This location asks you to sign in with your phone before booking.” | Customer sign-in is set to Required. | The client signs in with a texted code. |
| “This booking now needs a deposit. Add a card below to finish booking.” | A deposit rule applies to this booking. | The client adds a card. |
| “Your card was declined, so nothing was booked.” | The deposit card was declined. | The client tries another card. |
| “Online booking is not available right now. Please call the location.” | Online booking isn’t fully set up. | Check Settings > Online booking. |
A client sees “Unable to complete booking. Please contact the business directly.”
Section titled “A client sees “Unable to complete booking. Please contact the business directly.””That client’s record is blocked from booking in your business. The dashboard can’t change this today: book the appointment for them from your calendar, and email [email protected] with the client’s phone number if they should be able to book online.
The client’s deposit card was declined.
Section titled “The client’s deposit card was declined.”Nothing was booked and the time is free again. The client sees “We couldn’t take your deposit, so this booking wasn’t made. Please try another card.” They can try again with another card. See Deposits.
The booking says the deposit is “being confirmed”.
Section titled “The booking says the deposit is “being confirmed”.”The card payment is still being confirmed with the card processor. This usually settles within a minute or two. While it’s pending, the client sees, for example, “Your $20 deposit is still being confirmed. You can cancel once it is.” and can’t move or cancel the booking. Ask them to wait a few minutes and refresh.
A client can’t reschedule or cancel online.
Section titled “A client can’t reschedule or cancel online.”- Their deposit is still being confirmed (see above).
- The appointment is already completed, canceled or a no-show.
- They’re on an old link. The link is in their confirmation text and email (“View, reschedule or cancel”).
You can always change the booking for them from Appointments > Calendar.
A client says the sign-in code never arrives.
Section titled “A client says the sign-in code never arrives.”If Customer sign-in is Optional or Required for your location, clients get a code by text (“Text me a code”).
- They can ask for 5 codes an hour, and after 10 wrong codes they must wait an hour (“Too many codes were asked for. Please wait an hour”).
- The code comes by text, so check the number they typed.
See Customer sign-in.
Clients can’t enter a coupon code online.
Section titled “Clients can’t enter a coupon code online.”The booking site has no coupon box. Staff apply coupons at checkout. See Coupons and offers.
The booking site says “we’ll text you a confirmation” but my client got nothing.
Section titled “The booking site says “we’ll text you a confirmation” but my client got nothing.”The booking site says this to everyone, but texts only go to clients who ticked the appointment texts box, and only when Booking confirmation is on in Appointment texts. Clients with an email address get the confirmation email either way. See Why didn’t my client get a text?
Still stuck?
Section titled “Still stuck?”Email [email protected] with your booking address, the service, the day and a screenshot of what the client sees.