Troubleshooting bookings
Start by opening the consultation’s public page in a private window. What you see while logged in may differ from what the client sees. Below are the most common situations and the places worth checking.
The client can’t see any available times
Check, in this order:
- Is the product published, with bookings enabled?
- Are working hours saved in Availability?
- Is the consultation using a separate schedule that’s empty?
- Is there a day off or blocked time on the chosen date?
- Is the free slot long enough for the whole meeting plus any breaks you’ve set?
- Is the time within the booking window and not too soon?
- Is the client’s time zone shifting the time or date compared with your dashboard?
Days with no available times can’t be selected. Guide to hours, exceptions and blocked time.
The page asks the client to log in to the dashboard
You’ve probably shared a private preview instead of the public address. Copy the link from Consultation settings → Sharing → Public booking link. Then update the button on the page or in the email that still has the old address.
The reserved time expired during payment
Go back to the calendar and choose an available time again. If the client says they’ve paid, check the order and the payment status first. Don’t ask them to buy again straight away: the confirmation from the payment provider may need checking.
Don’t turn a missing confirmation into a free booking automatically. If the details don’t match, send support the order ID and the approximate time of payment, without card numbers or login details.
The client didn’t get an email
Check the email address on the booking and the Email history. See whether the email is pending, has been sent or shows an error. Ask the client to check their spam folder.
For reminders, check that they’re turned on for the consultation. For organiser notifications, also check your general preferences. Before retrying an interrupted send, make sure the client hasn’t already received the email.
The meeting link is missing
In Time and location, check the meeting type you selected and the link, phone number or address you entered. heyhey doesn’t create a video room automatically. If an existing booking needs correcting, open its details and change the meeting location; read the message about notifying the client.
I see “Review bookings and client access”
This step applies to an existing consultation that has earlier bookings or clients with access. It keeps their bookings and confirms the meetings they still have left.
Enter only meetings that are genuinely unused and still owed to the client. Don’t convert every past purchase into a new booking automatically. A newly created consultation doesn’t need this check.
Still need help?
Contact us. Include the consultation name, the public link, the date and time zone, and a description of the step where the problem appears. A screenshot showing the message helps. Don’t send passwords, payment provider keys or private booking links in a public comment.