Use this guide when a Service, Staff member, Location or time is missing or disabled on your Booking Page. Check the same Location, Service, Staff member and date in Hub and on the public Booking Page so you can find which setting is removing the option.
- Confirm online booking and the Location.
- Check the Service is available at that Location.
- Check the Staff member can provide the Service.
- Compare Opening times, working times and the Service duration.
- Check the Advance booking window, then look for an overlapping Booking, pending hold or blocked time.
1. Confirm online booking and the Location
Select the Location and open Setup. Check that the Location is Active and Online Bookings is on. On a phone, the Locations list shows Online bookings or Bookings off. On a larger screen, open the Location and check Online Bookings.
When online booking is off, Customers cannot use that Location's public Booking Page to make new Bookings. Turn on Online Bookings, wait for the toggle to finish updating, then open the Booking Page link shown for that Location. If you have more than one Location, make sure you are testing the link for the Location you changed.
A Shop Website being published does not turn on online booking. The Booking Page is the separate flow where Customers choose a Service, Staff member, date and time.
Check before moving on: Open the Booking Page in a private browser window or choose Preview booking page. Confirm that it loads the expected Location before checking its Services.
2. Check the Service is available
Select the Location, open Setup > Services and edit the Service assignment for that Location. Confirm that:
- the organisation Service is Active;
- the Service is assigned to that Location;
- the Location assignment is Active;
- Available for online booking is on; and
- its price and Duration (minutes) are correct.
A Service assigned to another Location does not appear here. A Service that is not available for online booking can still be used by Staff in Hub, but Customers cannot choose it on the Booking Page.
If the Service appears but has no times, continue with the Staff member and Opening times checks. A bookable Service still needs a suitable Staff member with working time at this Location.
Read Add a Service, price and duration for the full assignment checks.
3. Check Staff availability
Open Setup > Staff for the selected Location. Open the Staff member's assignment and confirm that:
- the assignment is Active and applies on the date you are testing;
- the Staff member is assigned to this Location;
- the Service is assigned to the Staff member; and
- Bookable Online is on.
Then check the Staff member's working times for that day. Time off for the date removes that working time. Bookable Online does not override a closed Location, a missing Service assignment or a day when the Staff member is not working.
If a Staff member is listed but no time is available, compare their working time with the Location's Opening times and the Service duration. For example, a 45-minute Service cannot start at 16:30 if the Staff member or Location finishes at 17:00.
Read Set up Staff members and online bookability for the assignment and schedule checks.
4. Compare Opening times and the Service duration
In Setup > Opening hours, find the active assignment whose date range covers the tested date. Then open Organisation > Opening hours templates and confirm the assigned template is also Active. Check its Days, Start Time and End Time. When assignments overlap, the higher-priority applicable template is used.
A time appears only when all of these fit together:
- the Location is open;
- the Staff member is working at that Location;
- the Staff member can provide the Service; and
- the full Service duration ends at or before both closing times.
The Booking interval controls how often a start time is offered. It does not extend the Location's Opening times or a Staff member's working time. Check the time zone and the date as well, especially when you are testing close to midnight or on a different device.
Read Add a Location and set Opening times for Schedule checks.
5. Understand disabled and pending states
Booking Page or Location is disabled
If Online Bookings is off, Customers cannot create new online Bookings for that Location. Turn it on, wait for the toggle to finish updating, then test the correct Location link again.
Do not share a Booking Page until it loads publicly and shows the Services and times you expect. If the link does not load, choose Preview booking page and test the live link rather than an old browser tab.
A date or time is outside the available window
When future dates are missing, select the Location and check Setup > Booking policy > Advance booking window. The Location may inherit the organisation default. Then check the Calendar for an overlapping confirmed Booking, blocked time or pending hold.
Pending Confirmation holds the time until its displayed expiry. Pending Payment only holds it while the payment is still pending and the short hold is current. Check the payment and hold details rather than relying on the status alone.
Open any conflicting record before changing Opening times, Staff availability or the Service. Do not create a duplicate Booking for the same Customer and time while an active hold remains.
A Booking is confirmed after the required details and payment or card setup are complete. Check the status in Hub rather than treating a Customer's return to the Booking Page as proof that payment or card setup succeeded. For more about statuses, read Create and manage a Booking and Set up Booking Protection.
If the problem continues
Test one combination at a time with Preview booking page or on the public Booking Page: the affected Location, Service, Staff member, date and time. Record what appears in the Booking Page and the matching settings and status in Hub.
Open the Help Centre chat and include:
- the Booking Page link;
- the Location;
- the Service and its duration;
- the Staff member;
- the date and time you tested;
- whether the issue is a missing Service, Staff member, Location or time; and
- any Booking ID and status shown in Hub, especially Pending Confirmation or Pending Payment.
Do not include a Customer's payment details. Support can use these details to compare the Booking Page with the availability rules in Hub.