Calendar and Booking Troubleshooting Playbook

    Use this playbook when booking links, calendar availability, appointment confirmations, reminders, reschedules, cancellations, or appointment visibility are not behaving as expected.

    Who this playbook is for

    • Admin users
    • Booking coordinators
    • Support users
    • Operations users
    • Appointment-based businesses

    Diagnostic Steps

    1. Confirm the booking link

    Make sure the correct booking link or calendar page is being tested.

    2. Review calendar availability

    Check working hours, blocked times, buffers, appointment duration, and staff assignment.

    3. Check time zone settings

    Time zone settings can affect displayed availability and booking times.

    4. Test a booking

    Create a test booking and confirm whether it appears in the expected calendar, contact record, and notification flow.

    5. Review confirmations and reminders

    Check whether confirmations, reminders, or follow-up messages are configured and tested where enabled.

    6. Review reschedule and cancellation handling

    Confirm what happens when a customer reschedules, cancels, misses, or changes an appointment.

    7. Check connected workflows

    If a booking should trigger a workflow, review the trigger, wait steps, message actions, and stop conditions.

    8. Check whether the issue affects one user or multiple users

    A one-user issue may be staff availability, permissions, or calendar connection related.

    When to request support

    Submit a support request if:

    • Booking links do not show the expected availability.
    • Appointments are missing.
    • Confirmations or reminders are not sending as expected.
    • Reschedule or cancellation behaviour needs review.
    • Calendar settings appear correct but the issue continues.

    What to include:

    • Booking link
    • Calendar name
    • Staff/user affected
    • Test appointment details
    • Expected availability
    • Actual availability
    • Screenshot or screen recording
    • Date and approximate time tested

    Need Account-Specific Help?

    If your question requires account access or private configuration review, submit a support request with examples and screenshots.