Common Issues

Find solutions to the most frequently reported issues. Each section describes the problem, its likely cause, and step-by-step instructions to resolve it.

Bookings Not Showing Up

You've confirmed that a customer made a booking, but it doesn't appear in your dashboard or calendar view.

Possible Causes

• The booking is filtered out by the current date range or status filter
• The booking was assigned to a different staff member or service
• The customer did not complete the booking process (e.g., abandoned at the payment step)
• A browser caching issue is showing stale data

How to Fix

1. Navigate to Bookings in the sidebar and clear all filters by clicking Reset Filters
2. Expand the date range to All Time or use the search bar to look up the customer's name or email
3. Check the All Statuses tab to include pending, cancelled, and no-show bookings
4. If you still don't see it, try a hard refresh: press Ctrl+Shift+R (Windows/Linux) or Cmd+Shift+R (Mac)
5. Ask the customer to check their email for a booking confirmation. If they didn't receive one, the booking may not have been completed

Customers Not Receiving Emails

Customers report that they are not receiving booking confirmations, reminders, or other automated emails from your SeroBook account.

Possible Causes

• Emails are landing in the customer's spam or junk folder
• The customer's email address was entered incorrectly
• Email notifications are disabled in your settings
• Your email sending provider is not configured correctly
• You have reached your email sending limit for the current billing period

How to Fix

1. Ask the customer to check their spam/junk folder and mark emails from SeroBook as "Not Spam"
2. Verify the customer's email address in their profile under Customers → [Customer Name] → Contact Info
3. Go to Settings → Notifications and ensure the relevant email notifications are toggled on
4. Check Settings → Email Provider to verify your email configuration. Send a test email to confirm delivery
5. Review your usage under Settings → Usage & Billing to check if you've hit your email limit

Calendar Sync Not Working

Bookings are not syncing to your Google Calendar, Outlook, or other connected calendar service.

Possible Causes

• The calendar connection has expired or been revoked
• Your calendar account permissions were changed
• A temporary connectivity issue between SeroBook and the calendar provider
• The calendar integration was set up for a different calendar within your account

How to Fix

1. Go to Settings → Integrations → Calendar
2. Check the connection status. If it shows Disconnected or Error, click Reconnect
3. When prompted, sign in to your calendar account and grant the required permissions
4. Make sure you're connecting to the correct calendar (e.g., your work calendar, not a personal one)
5. After reconnecting, click Sync Now to force an immediate sync
6. Wait a few minutes, then check your calendar to verify that recent bookings have appeared

Payment Issues

Customers are unable to complete payments, or payments are being declined during the booking process.

Possible Causes

• Your Stripe account is not fully activated or is in test mode
• The customer's card was declined by their bank
• The payment currency doesn't match the customer's card region
• Your Stripe API keys are outdated or incorrect
• Strong Customer Authentication (SCA) or 3D Secure is failing

How to Fix

1. Go to Settings → Payments and verify that your Stripe connection shows Active (not "Test Mode")
2. Log in to your Stripe Dashboard and check for any failed payments or alerts
3. Verify that your account is not restricted. Stripe may require additional identity verification for new accounts
4. If a specific customer is having trouble, ask them to try a different card or contact their bank
5. Ensure your pricing is set in a currency supported by your Stripe account

Can't Log In

You're unable to access your SeroBook account, receiving errors when trying to sign in.

Possible Causes

• Incorrect email address or password
• Your account may be locked after multiple failed login attempts
• Browser cookies or cache interfering with authentication
• Your account may have been deactivated due to billing issues
• You may be trying to log in to the wrong workspace or subdomain

How to Fix

1. Double-check that you're using the correct email address associated with your SeroBook account
2. Click Forgot Password on the login page and follow the instructions to reset your password
3. Clear your browser cookies and cache, then try again
4. Try logging in using a private/incognito browser window
5. If your account is locked, wait 15 minutes before trying again, or use the password reset flow
6. Check your email for any account suspension or billing notifications from SeroBook

Booking Page Not Loading

Your public booking page displays an error, loads a blank screen, or takes too long to load for customers.

Possible Causes

• Your booking page has not been published yet
• The custom domain or subdomain is misconfigured
• There are no active services configured for online booking
• JavaScript is disabled in the customer's browser
• A temporary server issue

How to Fix

1. Navigate to Site Builder and check that your booking page status shows Published
2. Visit your booking page URL in a private/incognito browser window to test
3. Ensure you have at least one service with Online Booking enabled under Services
4. If using a custom domain, verify your DNS settings point to the correct SeroBook servers
5. Check the SeroBook Status Page for any ongoing service incidents

Wrong Timezone Displayed

Booking times appear in the wrong timezone, causing confusion for you or your customers.

Possible Causes

• Your business timezone is set incorrectly in SeroBook settings
• The customer's browser timezone differs from your business timezone
• Daylight saving time transitions causing temporary misalignment
• A connected calendar is set to a different timezone

How to Fix

1. Go to Settings → Business Profile → Timezone and verify it matches your physical location
2. Check that your device's operating system timezone is also correct
3. If using calendar sync, open your external calendar settings and ensure the timezone matches your SeroBook timezone
4. Communicate your timezone clearly on your booking page so customers know which timezone booking slots are displayed in

Double Bookings

Two or more customers have been booked for the same time slot, creating a scheduling conflict.

Possible Causes

• Manual bookings were created without checking existing availability
• Calendar sync delay allowed a slot to be booked in both SeroBook and an external calendar
• Buffer time between appointments is not configured
• Multiple staff members are sharing a single calendar without proper resource assignment
• Two customers submitted bookings simultaneously before the system could lock the slot

How to Fix

1. Resolve the immediate conflict by contacting one of the customers to reschedule
2. Go to Settings → Booking Preferences and enable Prevent Double Bookings if it isn't already on
3. Set Buffer Time between appointments (e.g., 10-15 minutes) to prevent back-to-back overlaps
4. If you use calendar sync, ensure two-way sync is active so external bookings block SeroBook availability
5. For multi-staff setups, assign each staff member their own calendar to avoid overlap

Missing Data

Customer records, booking history, notes, or other data appears to be missing from your dashboard.

Possible Causes

• Data is filtered out by current view settings
• Another team member may have archived or deleted the records
• You are viewing a different workspace or team account
• A recent CSV import may have overwritten existing records
• Browser cache is showing outdated information

How to Fix

1. Reset all filters and search across All Time in the relevant section (Bookings, Customers, etc.)
2. Check the Archived or Deleted sections if available. Archived records can be restored
3. Ask other team members if they moved or deleted the records
4. Perform a hard refresh (Ctrl+Shift+R or Cmd+Shift+R) to clear cached data
5. If you recently imported a CSV, check the import log under Settings → Import History for any overwrite warnings
6. If data was permanently deleted, contact SeroBook support as soon as possible. We may be able to recover it from backups within 30 days

Notification Issues

You're not receiving dashboard notifications, push alerts, or email notifications for new bookings and updates.

Possible Causes

• Notification preferences are turned off
• Browser notification permissions are blocked
• Email notifications are being caught by spam filters
• You are subscribed to a limited notification set
• Do Not Disturb mode is active on your device

How to Fix

1. Go to Settings → Notifications and review each notification type. Toggle on the ones you need
2. For browser notifications, check that your browser allows notifications from SeroBook. Look for the lock icon in your browser's address bar and ensure notifications are set to Allow
3. Check your email spam/junk folder and create a filter to always deliver SeroBook emails to your inbox
4. On mobile, verify that Do Not Disturb mode is off and that SeroBook notifications are enabled in your device settings
5. Try logging out and back in to reset your notification subscription

Next Steps

If you've followed the steps above and your issue persists, try these resources:

• Error Reference – Look up specific error codes and their solutions
• Performance Tips – Optimize speed and responsiveness
• Best Practices – Prevent issues before they happen
• Quick Start Guide – Revisit setup fundamentals
• Contact Support – Our team is ready to help