When an appointment does not appear where you expect, it is almost always still there. Something is hiding it: a filter, a calendar setting, a second client record, or a second page of results. This guide covers each cause in the order it most commonly happens, so you can work down the list rather than guess.
In this guide, we'll cover calendar filters, day start and end times, practitioner availability, duplicate client records, and pagination in a client's appointment list.
Before you begin
Changing calendar settings and practitioner availability needs access to Settings. Updating another user's availability needs user admin rights.
Have the practitioner, location and date the appointment was booked for to hand. Most causes below depend on which one of those does not match what you are looking at.
Common Causes and Solutions
Calendar filters
Filters persist between sessions, so a filter someone set last week can still be hiding appointments today. This is the most common cause, and the quickest to rule out.
Open the Calendar.
Check which practitioners are selected. An appointment booked for a practitioner you have filtered out will not appear.
Check which location is selected. An appointment booked at another location will not appear.
If the appointment was cancelled, switch on Show cancelled appointments.
Appointment shows on the calendar but not in the client's list
If an appointment appears on the Calendar but not under a client’s Appointments list, it may be linked to a duplicate client record. Steps to Resolve:
Go to Clients and search for the client’s name.
Check for multiple client records with the same or similar name.
Open each record to confirm which profile the appointment is linked to.
If duplicates are found, merge the records to consolidate the appointments.
Note: Merging cannot be undone, so verify the records belong to the same person before proceeding.
Appointment shows in Month view but not Week view
Week view only renders the hours between your calendar day start and end times. An appointment booked outside those hours, early morning or late evening, will be missing from Week view while still appearing in Month view.
Open the Calendar in Week view.
Click the gear (Settings) icon.
Adjust Calendar day start and end times so they include the appointment time. If the appointment is at 1:20am, set the start time to 1:00am.
Save your settings.
The appointment will now appear in Week view.
Additional Notes:
Non–face-to-face services with a duration of 0 minutes may only appear in Month view.
Verify that no calendar filters (e.g., location or "Show cancelled appointments") are hiding events.
Ensure your device timezone matches your account settings if views differ across devices.
The calendar appears blank, but appointments exist in client files
If a practitioner has no availability set, they do not appear in the calendar at all, and neither do their appointments. This is the usual cause of a calendar that looks completely empty.
Go to Settings, then Users, and open the practitioner's profile.
Click the Availability tab.
Set the hours for each day, for example 8am to 5pm.
Save.
Repeat for every day and location the practitioner works.
Additional Notes:
Availability is based on the timezone in Settings > Location. Confirm it is correct.
Availability determines when practitioners appear in the Calendar and when clients can book online.
Availability also controls when clients can book with that practitioner online, so it is worth setting correctly rather than just widely.
The appointment is on the calendar but not in the client's list
If an appointment appears on the calendar but not under a client's Appointments, the appointment is most likely linked to a second, duplicate record for the same person.
Go to Clients and search for the client's name.
Look for more than one record with the same or a similar name.
Open each record to see which one the appointment is linked to.
If they are the same person, merge the records to bring the appointments together.
Merging cannot be undone, so confirm both records belong to the same person before you merge.
The appointment is missing from a client's upcoming appointments
A client's Upcoming appointments list is paginated. If the client has a long list, the appointment you are looking for may be on a later page rather than missing.
Open the client's record and scroll to Upcoming appointments.
Use the pagination controls at the bottom of the section to move through the pages.
Things to Note
Non-face-to-face services with a duration of 0 minutes may only appear in Month view.
Practitioner availability follows the timezone set under Settings, then Location. If availability looks wrong, check the timezone before changing the hours.
If the calendar looks different on two devices, check that the device timezone matches your account settings.
Filters stay applied between sessions and are set per user, so what you see is not necessarily what a colleague sees.
Troubleshooting and FAQs
I cancelled an appointment, and now I cannot find it. Is it deleted?
I cancelled an appointment, and now I cannot find it. Is it deleted?
No. Cancelled appointments are hidden from the calendar by default. Switch on Show cancelled appointments in your calendar filters to see them again.
A colleague can see the appointment and I cannot. Why?
A colleague can see the appointment and I cannot. Why?
Calendar filters are set per user, so you are each looking at a different slice of the same calendar. Compare which practitioners and locations you each have selected.
I have merged the duplicate client records, but the appointment is still not showing.
I have merged the duplicate client records, but the appointment is still not showing.
Check your calendar filters and the client's upcoming appointments pagination as well. More than one cause can apply at the same time, and merging only resolves the duplicate record.