Troubleshoot Your Appointments Availability

Being able to maximize your online booking availability is important. If your online booking site isn’t displaying available time slots as intended, there are a few places you can check to find out why.

Check Staff Availability and Hours

  • Make sure the affected staff members’ hours are enabled for the date/time in question from the Staff settings.

Staff Hours View
  • Check if the staff member has Custom Availability enabled for the date/time in question. Custom Availability will override business and staff hours for one-off changes to schedules. This setting can be found in the Calendar tab of your your Appointments dashboard.

Customize Staff Availability

Check Staff Calendar for Existing Appointments or Personal Events

Check if the staff member has an existing appointment or personal event blocking that time slot. Events being imported from a synced Google Calendar may block availability and must be removed from the Google end to make the slot available.

If a personal event was created from the Appointments calendar, unchecking the Block Time box within the event details will make this slot available for online booking.

Block Time Settings View

Check Service Settings for Blocked Time

Check if the appointment prior to the time slot in question has had extra block time added to it. Block time is enabled in the service settings, and can be disabled on a per-appointment basis from the appointment details.

Any block time enabled for a service is added to the service duration. For example, a 1 hour service with 10 minutes of block time creates a 70 minute slot.

Services Block Time Settings

Check Your Online Scheduling Preferences and Scheduling Policy

Online scheduling settings determine which time slots are displayed as available and when they can be selected. Head to the Settings tab of your Appointments dashboard to check:

Appointments are scheduled:

According to service duration: splits your availability into time slots that match the duration of the service. For example, 20 minute services will split your available time into 20-minute slots.

On the quarter hour: displays available slots on the quarter hour. For example: 3:00, 3:15, 3:30, 3:45.

On the half hour: displays available slots on the half hour. For example: 3:00, 3:30, 4:00.

On the hour: displays available slots at the top of the hour. For example: 3:00, 4:00, 5:00.

Appointments must be made in advance:

This setting asks that clients book a minimum amount of time in advance, from one hour to one week. If appointments must be made 1 day in advance, the client must book at least 24 hours before the start of the appointment.

Appointments can’t be scheduled farther out than:

This setting prevents customers from booking too far in advance, which comes in handy if you don’t know what your schedule will look like a few weeks/months out. For example, clients can only request an appointment within a week of the service date and time.

Fake-It filter

The Fake-It filter arbitrarily removes a percentage of available slots from the online booking site. If this filter is enabled, see if turning the filter off opens up the time slot in question.

Held Time Slots

When an available time slot in your online booking calendar is selected, Square holds that slot for 15 minutes to ensure the client has time to complete the booking. If the person who selected the time slot doesn’t finish booking in 15 minutes, the slot is once again made available to others.

Learn more about: Appointments

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