Troubleshooting calendar syncing

Fix common calendar syncing problems

This guide explains how to remedy common issues when creating and using calendar syncs.

I just set up a sync and nothing’s happening

Events can take about 30 minutes to sync after connecting, depending on the number of events in each calendar. If it’s been more than an hour, ensure you've connected the correct Acuity calendar and third-party calendar.

My sync stopped working

If you've recently changed the password for your outside calendar, it has likely been disconnected from Acuity.

To reconnect:

1. In Acuity, click Sync with Other Calendars, then click the option on the left for the type of calendar you have.
2. Follow the prompts to enter your new password and reconnect your account.

My Acuity appointments are appearing twice in my outside calendar

Events can appear twice on your calendar if:

• You've connected Acuity to two outside calendars that are also syncing with one another.
• Two people have synced a specific Acuity calendar to the same outside calendar.

First, check if any synced outside calendars are syncing with one another.

For example, say you have an iCloud account that automatically syncs with your Google account. If you sync your Acuity calendar to iCloud and to Google, each outside calendar would end up with two copies of each Acuity appointment — one directly from Acuity and one via the other third-party calendar.

To fix this, stop syncing with one of the two outside calendars, or stop them from syncing with one another.

If connected outside calendars aren't the problem, it's possible both you and someone else set up a connection between your calendar in Acuity and the same outside calendar. Check if another person on your team has set up the same sync as you.

Acuity appointments on my calendar are at the wrong time

If Acuity appointments on your outside calendar are at times you didn’t expect, check the time zone settings of both your Acuity calendar and your outside calendar. If the time zones are different, your Acuity appointments will appear on your outside calendar translated to its time zone.

For example, say you have an appointment at 11:00 AM on an Acuity calendar set to Eastern time and sync to an outside calendar set to Pacific time. The synced version of the appointment will display at 8:00 AM on the outside calendar.

My Acuity appointments aren’t appearing on a third-party calendar

If you're not finding your Acuity appointments on your third-party calendar, ensure you're viewing the correct calendar. In some programs, it’s possible to have several calendars accessible from one account. If your outside calendar program isn’t showing the specific calendar Acuity is sending events to, it won’t display the synced events.

If you’re viewing the correct calendar and you’re using iCloud, check that iCloud is set to sync all events. To learn how to check this setting on your device, visit Apple’s support documentation.

If you’re viewing the correct calendar and you’re using a mobile device, check if the issue is between Acuity and your calendar, or between your calendar and your mobile device. To test this, visit the third-party calendar in a web browser. If you can view your Acuity appointments, the problem is between your calendar and your mobile app. For help, contact support for your outside calendar.

My outside appointments aren't appearing in Acuity

If outside appointments aren't appearing and blocking off time in Acuity, there are several settings you can check:

Sync settings

If you want outside events to sync into Acuity and block off time, but none are appearing, start by checking your sync settings:

1. In Acuity, click Sync with Other Calendars, then navigate to your calendar sync.
2. Verify that you've selected block off time on your Appointment Calendar from [calendar name].
3. If you want additional outside calendars to also block off time in Acuity, use the and also block off time from dropdown menu to select them.
4. Click Save.

"Free" and "busy" appointments

If only certain outside appointments are failing to appear in Acuity, or if you've already reviewed the sync settings above, check the appointment details in your outside calendar. Many outside calendars mark appointments as either "free" or "busy", but appointments marked "free" won't sync into Acuity.

All-day appointments

For many outside calendars, all-day appointments won't sync into Acuity. Instead, give outside appointments specific start and end times to get them to sync into Acuity.

My iCloud sync disconnected and I can’t reconnect

If your iCloud sync has been disconnected, create a new app-specific password and use it to reset the connection. We recommend typing in the new app-specific password manually, rather than pasting or using autofill.

When I try to connect to iCloud I get the error "Sorry but we couldn't validate those details"

If you try to connect your iCloud account to Acuity but receive an error message, first try revoking your app-specific password, then try to connect the sync again.

If you still receive an error, navigate to the calendar page in your Apple account and ensure you've completed any required verification steps. 

Finally, if you still can't resolve the issue, we recommend contacting Apple Support to check for issues with your app specific password or ID.  

When I try to connect to Outlook I get the error "Need admin approval"

If you receive a "Need admin approval" message when trying to connect your Acuity calendar to Outlook, ask your Microsoft Workspace Administrator or your IT team to allow access to the Cronofy app. Cronofy is a calendar application that provides a secure, two-way calendar sync with Microsoft using one API.

There are two ways to allow access to the Cronofy app:

• Ask your Microsoft Workspace Administrator to add Cronofy to your list of allowed apps in Microsoft. For more help, visit Cronofy’s support documentation.
• Contact Cronofy's support team at support@cronofy.com and request an admin consent link. Then, ask your Microsoft Workspace Administrator to click the link.

My Outlook calendar isn’t syncing correctly

If none of the steps above resolved your issue and you’re using Microsoft Outlook, visit Advanced troubleshooting for Microsoft Outlook calendar syncing.

None of these solved my issue

For other calendar syncing issues, we can help. Contact us with the following information in your message:

• Whether the problem is an Acuity appointment not syncing to an outside calendar or an outside event not syncing into Acuity.
• A screenshot of the event that isn’t syncing. If it’s an outside event, please include any visible calendar settings in the screenshot.
• The date and time of the event that isn't syncing, if it's not visible in the screenshot.
• The names of all calendars involved.
• Whether you're viewing your calendar through a mobile app, a computer application (like Calendar on a Mac), or an internet browser (like Chrome or Safari).