Are your appointment time(s) not displaying as you'd like them to? We're here to help! Below is a quick checklist of ways to troubleshoot your calendar.
Arketa uses a layered availability model to manage and display schedules for locations, services, and team members. Understanding this model can help you troubleshoot visibility issues effectively. The layered availability model consists of three key components: Location-Level Availability, Team Member Availability, and Service-Specific Availability. Each layer must align to ensure accurate scheduling. For example, location hours must be configured correctly, team member availability should match these hours, and services must be set up to operate within these parameters. To configure these layers, navigate to Settings > Locations > Hours for location availability and Setup > Team to set team member availability under the relevant location. Additionally, general availability sets the overall framework for bookings, and all services default to these hours unless service-specific availability is configured. Service-specific availability must fall within the general availability window to ensure proper scheduling.
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Scheduling Conflicts: Customers might be attempting to book appointments during times that have been marked as unavailable. The most common reasons for this are
Pre-existing appointments
Booked classes
Blocked time slots
Unavailable business hours
Misaligned booking increments: If booking increments (e.g., 15 minutes) do not align with session lengths, certain time slots may not appear.
Double-applied buffer times: Using buffer times in both service settings and availability windows can block slots. Ensure the total duration (session + buffer) fits within the availability window.- Events on connected Google Calendars: These can block availability. Adjust or remove conflicting events to restore slots.
Room or Resource Unavailability: If a specific room or resource required for a class or appointment is already booked or unavailable, it will not be shown as available for new bookings during that time. For private 1:1 bookings, ensure that time blocks are assigned to the correct room. Unassigned blocks will prevent bookings tied to specific rooms.
Instructor Availability: If the fitness instructor or trainer needed for a particular session is not available at the selected time, the availability for that session will not be displayed to customers. Update the instructor’s profile to include the specific service and location. Ensure the service is public and matches the location to make the instructor available for bookings. If a team member assigned to a service is hidden, remove the assignment and rely on location-specific availability.
Service Availability: While the room is available, you have not set up the service that you are trying to book to be offered in that specific room. Client-facing availability is determined by service-specific hours. Even if a staff member is available, slots won’t appear if the service isn’t offered at that time. Ensure service hours align with team and location availability. For services without a trainer (e.g., room rentals), configure availability directly at the service/location level.
Time Zone Issues: Scheduling was set up in the wrong timezone setting. Verify time zones for both location and team profiles to ensure consistency.
Booking Windows: If you have set up a limited booking window, customers may not see availability beyond a certain time frame. Adjust session length, buffer, or availability window to ensure all slots fit within the schedule. Classes may also appear greyed out if the booking window hasn’t opened yet. To adjust, go to Settings > Booking Windows and review the advance booking period for the affected class type. Additionally, service-specific booking windows can override global settings. For example, a service-specific window set to 90 days will allow earlier bookings. Adjust the service-specific booking window as needed. The latest start time for a session is calculated as
availability end time − (service duration + buffer). Ensure this calculation fits within the availability window.Special Events or Holidays: Availability may be modified or restricted during special events, holidays, or facility maintenance periods.
Customer Membership or Access: Some availability might be reserved for specific membership levels or restricted to certain groups of customers.
Calendar Visibility for Private Sessions: Private session availability does not display on the public class calendar. Use the private session booking link or widget for these appointments.
Future Calendar Appears Blank: Schedule recurring classes or appointments to populate the calendar.10. Appointment vs. Class Schedules: Appointment availability is managed separately from class schedules. Adjusting one does not affect the other.10. Classes Not Appearing on the Booking Website: If a scheduled class is missing from your booking website, verify that the class is created under the correct Service Type/Category in your dashboard. Refresh the embedded schedule page to update the displayed data. To embed a specific class directly, open the service in your dashboard, click the three-dot menu, and use the embed option to add it to your booking website.11. Schedule Changes Not Applying Across Classes: Edits made to individual class instances only affect that occurrence. To apply changes across the schedule, edit the Service Type template or Recurring Class level and push changes to all future classes when prompted. Use the Service Type template for core settings (e.g., name, duration, capacity) and the Recurring Class for repeating schedule patterns.12. Classes Visible on Website but Not in Mobile App: This issue often arises due to location filters or missing location assignments. Clear location filters in the app by navigating to the Schedule tab, tapping the filter icon, and clearing all filters. Disable the “choose a location” pop-up in Settings > General Business Settings to prevent auto-applied filters. Ensure the class is assigned to a specific location in its setup.13. Browser Caching Issues: Browser caching can prevent updated class schedules from appearing. Perform a hard refresh to reload the page without cached data: On Mac, use Command + Shift + R (Chrome/Firefox) or Command + Option + R (Safari). On Windows, use Ctrl + Shift + R or Ctrl + F5.14. Clients Unable to Cancel Classes via the Schedule Widget: If the cancel option isn’t visible in the schedule widget, clients can sign in on your site, navigate to Account > Bookings, locate the class, and click Cancel.