Fix availability issues and missing appointment times

Resolve incorrect availability and gaps in appointment slots offered to clients.

If your scheduler isn’t showing the correct availability or appointment types, double-check your hours, scheduling limits, and appointment type settings.

Not sure where to start?

If you’re experiencing availability issues, start by checking these settings:

One or more time slots are missing, but most of the availability looks correct

• Check your calendar for blocked time
• Check for conflicts with resources or appointment groups

Most or all of my time slots are incorrect or missing

• Check your calendar’s available hours, including override hours
• Check if you have look busy or minimize gaps enabled
• Check how soon or far away your scheduling limits allow clients to book

A specific time slot isn’t available

If a specific day and time isn’t being offered on your scheduling page as expected, review these settings and try adjusting the ones that are applicable to your scheduling setup.

Check for blocked time or synced calendar events

To view and remove blocked time or third-party calendar events:

1. Open your Calendar page and click the date that should be available.
2. Look for any manually added blocked time or synced third-party calendar events covering the desired time slot.
3. To remove blocked time, edit it directly in Acuity. To remove a synced calendar event, edit it in your third-party calendar.

Check for resources assigned to the appointment type

Resources limit the number of appointments happening at one time across multiple calendars.

To check if you have enough resources available for an appointment:

1. Open the Calendar page and click the date that should be available.
2. To confirm if resources are in use, click any appointments that overlap with the desired time slot. The appointment details will display (this uses resource [resource name]).
3. Open the Availability panel and click Rooms/Resources.
4. Review your resources and their quantities, and the appointment types they’re assigned to. If you don't have enough resources available for an appointment, clients won't be able to book the appointment on your scheduler.
5. Edit or delete your resources as needed to ensure all available appointments display.

Check if your first available time slot is past your template's limit

If your next available appointment is further in the future, your template may not show any availability. You can still manually book appointments for your clients, or send your clients a dynamic link with the date and time pre-entered.

To check your scheduler’s template:

1. Open the Scheduling Page panel and click Settings.
2. Review the Template section. If your next available appointment time is more than 90 days in the future, it won’t show on the daily template. If it’s more than 18 months in the future, it won’t show on the monthly template.
3. If you change your template, click Save Changes.

Check if the appointment duration fits into your availability

Your scheduling page only shows time slots long enough to fit the entire appointment duration and any added padding.

To check if your appointment duration fits your availability:

1. Open the Appointment Types panel, then click Edit on the appointment type that should be available.
2. Check the total duration including the fields to block off time before or after appointments.
3. Open your Calendar page and click the date that should be available.
4. If the total appointment duration is longer than the open times slots on your calendar, you can update your appointment duration or availability, or book the appointment for the client.

Check for conflicts in different appointment groups

If you have multiple groups of appointment types on one calendar, appointments can only be scheduled from one group per time slot. It’s not possible to schedule appointment types from different groups at the same time.

To check for a conflicting appointment in another availability group:

1. Open the Calendar page.
2. Click the View dropdown menu and select Day View.
3. Click the Calendars dropdown menu, check the calendar name that should be available and check Show separate columns for type availability when in daily view, then click Apply.
4. On the mini calendar, click the date that should be available.
5. Look for appointments booked in other groups during the desired time slot. If an appointment is booked from one group, clients can’t book appointment types in other groups at the same time.
6. To let clients book more than one appointment at the same time, you can move the appointment types into the same group and change your scheduling limits to allow multiple appointments per time slot.

Multiple time slots aren’t available

If your scheduling page is missing multiple open time slots, check the settings that control how many appointment times appear to clients:

Check if the Look Busy or Minimize Gaps settings are enabled

Look Busy hides a percentage of available appointment slots chosen at random, while Minimize Gaps only shows time slots that are available immediately before or after your existing appointments.

To check if Look Busy or Minimize Gaps is enabled and hiding appointment times:

1. Open the Availability panel and click Global Scheduling Limits.
2. Click Minimize Gaps and Look Busy to check if either are enabled. If they are, turn the toggle off to disable them.
3. Click Save Changes, and check your scheduling page for the missing time slots.

Check if the missing appointment slots are too close or far away

Your global and calendar scheduling limits control how soon or far in advance clients can book before the appointment time. Calendar scheduling limits override the global scheduling limits.

To check if a global or calendar scheduling limit is preventing bookings:

1. Open the Availability panel and click Global Scheduling Limits.
2. Review the Minimum Hours and Maximum Days settings. If you change them, click Save Changes.
3. Click Calendars. If you have multiple calendars, click the calendar you want to check to expand the calendar details.
4. Click Edit Availability/Limits, then click Calendar Scheduling Limits.
5. Review the hours in advance and days in the future setting. If you change them, click Save Limits.

Check your start time intervals

By default, your start time intervals calculate how often time slots are offered for each calendar or availability group based on your hours and appointment durations.

To set a different interval and display more or less appointment times on your scheduler:

1. Open the Availability panel, then click Global Scheduling Limits.
2. Click Start Time Intervals.
3. Select Every 30 minutes, or Every and enter the number of minutes you want between appointment start times.
4. Click Save Changes.

Check for overrides to your regular weekly hours

In addition to setting regular weekly hours, you can set temporary hours for specific days or recurring days. These temporary hours override your regular hours.

To check if your regular weekly hours are overridden:

1. Open the Availability panel.
2. Click Edit Availability/Limits.
3. Scroll down to the Override Hours for Specific Days calendar and find the date that has incorrect availability. Any hours set to override your regular availability will be in bold.
4. To remove override hours, click the date, click Switch back to regular hours, then click Yes, switch back to regular hours.

Appointment types are missing from my scheduling page

If specific appointment types aren't available to book, check if they're set to private or excluded from a calendar or category:

Check if your appointments are set to private

Private appointments don't display on your general scheduling page. If the message "Online scheduling is not currently available. Please contact the business directly", appears, your appointments are most likely set to private.

To allow a client to book a private appointment, share a direct link with them. You can also make the appointment public:

1. Open the Appointment Types panel and check for a Private label on your appointment types.
2. Click Edit on the appointment type, then switch the Private appointment type toggle off.
3. Click Save.

Check the scheduling page link you’re using

If all of your appointments don't appear as expected on your scheduling page, check which direct link you're using. If you share a direct link to a calendar or appointment type category that excludes certain appointments, they won't appear. Share your general scheduling page link instead, which includes all public appointment types.

My classes aren’t being offered

If a specific group class, or class date and time, isn’t showing up on your scheduler, check the settings that make the class available to clients:

Check your scheduled class times

When you create classes, you have to manually add class times to your calendar. Clients can’t book into your class until you add new times. Classes are offered separately from the hours you set on your calendar, and clients can't book other appointments at the same time on that calendar.

Check for past dates in a class series

A class series requires clients to sign up for all dates and times offered in the series. If the first class in the series is in the past, it won’t be shown on your scheduling page. Clients can only join if you add them to each class individually.

Get more help

If these troubleshooting steps haven't resolved or addressed your issue, please gather the requested information and contact us for further assistance:

• An appointment type that isn't showing the availability you expect.
• A date in the future when your availability isn't showing correctly.
• The availability you expect for that date.
• The scheduling page link that isn’t displaying the correct availability.