If an appointment isn't showing where you expect, on the calendar, in a client's appointments list, or in a particular view, the cause is usually a setting, a duplicate client record, or pagination. This guide covers the common causes and how to fix each one.
Common Causes and Solutions
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
Appointments may appear in Month view but not in Week view due to configured daily start and end times. Steps to Resolve:
Open the Calendar in Week view and click the gear (Settings) icon.
Adjust the Calendar day start and end times to include the appointment time (e.g., set the start time to 1:00am if the appointment is at 1:20am).
Save your settings. The appointment will now be visible 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
If the Calendar appears blank despite appointments being visible in client files, practitioner availability may not be set. Steps to Resolve:
Go to Settings > Users and open the practitioner’s profile.
Click the Availability tab.
Set the hours for each day (e.g., 8am–5pm) and save.
Repeat for all relevant days and locations.
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.
Appointment missing from a client's upcoming appointments
If an appointment is visible on the Calendar but not in a client’s Upcoming Appointments list, it may be on a different page. Steps to Resolve:
Check the pagination controls at the bottom of the Upcoming Appointments section.
Switch between pages (e.g., page 1, page 2) to locate the appointment.
Things to Note
Regularly review and update practitioner availability and calendar settings to avoid visibility issues.
Use the search and filter options in the Calendar and Appointments list to quickly locate specific appointments.
Ensure all users are aware of timezone settings and how they impact appointment visibility.