Troubleshoot scheduling

Use this page when online booking does not show the services, times, or flow you expected.

The scheduler switch is disabled

Likely cause: The shop time zone is missing.

The entire Foundation step is locked until the time zone is set. Once you set it, Foundation unlocks and the setup checklist appears.

1. Open Settings → Shop.
2. Set the shop time zone.
3. Return to Scheduling.
4. Check the setup list again.

Customers see online booking as unavailable

Likely causes:

• The scheduler is not active.
• The shop code is missing or wrong.
• The booking profile is set to a provider that is not ready.
• Required setup items are incomplete.

Check these in order:

1. Open Scheduling.
2. Open Review & Activate.
3. Confirm Activate online scheduler is on.
4. Return to Foundation.
5. Confirm the Booking Profile is the one your shop intends to use.
6. Confirm the public booking link appears.

No services appear to customers

Likely cause: No service is enabled for online booking.

1. Open Scheduling.
2. Open Services.
3. Select the service.
4. Turn on Enabled for online booking.
5. Save the service.
6. Run an availability preview.

For scheduled drop-off, also confirm Drop-off allowed is on for that service.

Customers cannot pick the day or time they expect

Likely causes:

• The public booking window is missing.
• The shop is closed in business hours.
• Capacity is already full.
• The minimum lead time blocks the time.
• A holiday or block covers the time.

Check these in order:

1. Open Foundation.
2. Review Business Hours.
3. Review Public Booking Windows.
4. Review Capacity.
5. Open Policies.
6. Review Minimum Lead Time and Booking Horizon.
7. Open Exceptions & Notifications.
8. Review blocks and holidays.
9. Run an availability preview for the same service and date range.

Same-day booking will not save

Likely cause: Same-day booking is set to Allowed, but the minimum lead time is more than 24 hours (1440 minutes). These two settings conflict.

1. Open Policies.
2. Set Same-Day Booking to Request Only or Disabled.
3. Or lower Minimum Lead Time to 1440 minutes or less.
4. Save the change.

AutoOps or Setmore is selected and native settings disappear

This is expected.

When the booking profile is AutoOps or Setmore, that external provider controls its own booking flow. TracsConnect hides the native hours, services, capacity, and policies settings because they do not apply.

To configure native scheduling again:

1. Open Foundation.
2. Change Booking Profile to TracsConnect Native.
3. Save the change.

Notification setup is incomplete

Likely cause: All notification messages are blank.

The four message templates come pre-filled with sensible defaults. If they were cleared, the setup checklist will block activation until at least one has text.

1. Open Exceptions & Notifications.
2. Review the notification messages.
3. Add text to at least one message.
4. Save the change.

The Drop-Off Wizard does not show scheduled drop-off services

Likely cause: Services are not marked as drop-off services.

1. Open Scheduling.
2. Open Services.
3. Select the service.
4. Turn on Drop-off allowed.
5. Confirm Enabled for online booking is also on.
6. Save the service.