--- title: Troubleshoot Online Bookings Issues description: "What the messages on your booking page mean and how to fix them: missing services, providers, locations and times, store items and confirmation emails." --- [Skip to content](https://support.pabau.com/en/pabau2/troubleshoot-pabau#main-content) [![pabau logo white](https://support.pabau.com/hubfs/pabau%20logo%20white.svg)](https://support.pabau.com/en/pabau2?hsLang=en) Open main navigation Close main navigation - [Get Support](https://pabau.com/support-center/) [Get Support](https://pabau.com/support-center/) Pabau Knowledge Base - There are no suggestions because the search field is empty. 1. [Pabau Knowledge Base](https://support.pabau.com/en/pabau2?hsLang=en) 2. [Online Bookings](https://support.pabau.com/en/pabau2/online-bookings?hsLang=en) 3. [General](https://support.pabau.com/en/pabau2/online-bookings?hsLang=en#general) # Troubleshoot Online Bookings Issues ## This article covers troubleshooting steps to resolve common issues in Pabau quickly and effectively. **NOTE:** This guide covers the new Online Bookings and Client Portal, which are being rolled out to clinics in phases. If your screens look different, your account may still be on the classic version — message us via the in-app chat and we will help. When a client tells you they cannot book online, the message they see on your booking page usually points straight to the cause. This guide lists the most common messages and problems, what causes them and how to fix them. **Start With the Readiness Checks** Go to **More → Online Bookings** (or **Setup → Online presence → Online Bookings**) and look at the **Make a great first impression** card on the **Overview** tab. Any check that is not ready is a likely cause — click it to see what to fix. ![The readiness checks on the Overview tab](https://support.pabau.com/hubfs/Pabau%202%20Knowledge%20Base/kb/obc-2026/257747343552-01-readiness.png) *The readiness checks on the Overview tab* Then click **Preview as a client** and try the booking yourself, choosing the same location and treatment as the client. **What the Client Sees and How to Fix It** | The client sees… | Most likely cause | Fix | | --- | --- | --- | | **Booking unavailable** — the clinic isn’t accepting online bookings | Online Bookings is switched off | [How to Enable Online Bookings](https://support.pabau.com/en/pabau2/how-to-enable-online-bookings?hsLang=en) | | **No services yet**, or a treatment is missing | No service, or not that service, is enabled online | Step 2 | | **Nothing bookable here** at one location | No service at that location has a provider who takes online bookings | Steps 1 and 2 | | **No availability** — no professional can perform the service | The service is not assigned to anyone who accepts online bookings at that location | Steps 1 and 2 | | **Fully Booked** or **No times available on this day** | No shifts on the rota, the diary is full, or a booking rule hides the times | Step 3 | | A location is missing from the list | The location is not set to take online bookings | Step 4 | | Memberships, packages, products or gift cards are missing | No card processor connected, or the item is not set to sell online | Step 5 | | No confirmation email after booking | Confirmation emails are switched off | Step 6 | **Step 1: Check the Provider Takes Online Bookings** Go to **Team**, open the staff member and click the **Services** tab. 1. Make sure **Has a calendar available for bookings** and **Accepts online bookings** are switched on. 2. Under **Services**, make sure the treatment is ticked, then click **Save changes**. ![A staff member’s Services tab](https://support.pabau.com/hubfs/Pabau%202%20Knowledge%20Base/kb/obc-2026/us-staff-services.png) *A staff member’s Services tab* Also check the staff member works at the location the client chose, on their **Locations** tab. **Step 2: Check the Service Is Online** Go to **Setup → Services** and open the service. 1. On the **Online Booking** tab, make sure **Enable this service online** is switched on. 2. On the **Assign** tab, make sure at least one team member who accepts online bookings is selected. 3. Make sure the service’s category is enabled too, then click **Save**. ![A service’s Online Booking tab](https://support.pabau.com/hubfs/Pabau%202%20Knowledge%20Base/kb/obc-2026/250981191913-03-service-online.png) *A service’s Online Booking tab* **NOTE:** Rules on the service’s **Restrictions** tab — such as age, gender, days or times of day — apply online too, so a restricted service can look unavailable to some clients. See [How to Make a Service Available Online](https://support.pabau.com/en/pabau2/en/pabau2/how-to-make-a-service-available-online?hsLang=en). **Step 3: Check Shifts and Booking Rules** - **Shifts** — clients only see times when a provider has a shift on the rota. With no shifts, every date shows as fully booked. If a shift covers only some services, make sure it includes this one. See [How to Create a Shift in the Scheduler](https://support.pabau.com/en/pabau2/how-to-create-a-shift-in-the-scheduler?hsLang=en). - **Booking rules** — in Studio, open the **Date & Time** page and check the **Rules** tab. A long **Minimum notice**, a short **Maximum advance**, the gap rules, or the room and equipment checks can all hide times. See [New Online Bookings Part 3: Set Booking Steps and Availability Rules](https://support.pabau.com/en/pabau2/new-online-bookings-part-3-set-booking-steps-and-availability-rules?hsLang=en). **Step 4: Check the Location Takes Online Bookings** Go to **Setup → Locations**, click the pencil next to the location and, on the **General** tab, switch on **This location accepts online bookings** and **Show online**. Click **Save**. ![Online booking switches for a location](https://support.pabau.com/hubfs/Pabau%202%20Knowledge%20Base/kb/obc-2026/us-loc-general.png) *Online booking switches for a location* In Studio, also check the location’s **Bookable online** switch in the **Locations** section. See [How to Customise the Location Online Booking Settings](https://support.pabau.com/en/pabau2/how-to-customize-the-location-online-booking-settings?hsLang=en). **Step 5: Check Store Items Can Be Bought Online** - Clients pay for memberships, packages, products and gift cards by card, so a card processor must be connected. Go to **Setup → Payment processing** — see [How to Integrate with Stripe](https://support.pabau.com/en/pabau2/how-to-integrate-with-stripe?hsLang=en). - Make sure the item is active and set to sell online, and that its store page is switched on — see [How to Sell Memberships, Packages, Products and Gift Cards in Your Online Store](https://support.pabau.com/en/pabau2/how-to-sell-memberships-packages-products-and-gift-cards-in-your-online-store?hsLang=en). **Step 6: Check Confirmation Emails** - Go to **Setup → Client Notifications**, open **New appointment is booked** and make sure email (and SMS, if you use it) is switched on. Check **Upcoming appointment reminder** the same way. - Open the client’s card and check their email address and mobile number are correct, and look at their **Communications** tab to see what was sent. - If texts are not going out, check you have SMS credits left. **The Booking Page Will Not Load** If the page does not load or looks broken for one client, ask them to refresh the page, clear their browser’s cache and cookies, or try another browser or device. If it fails for everyone, message us via the in-app chat with a screenshot and the time it happened. **TIP:** Problems with signing in, the client portal or forms? See [Troubleshooting the Client Portal](https://support.pabau.com/en/pabau2/troubleshooting-the-online-booking-portal-and-client-portal?hsLang=en). Questions? Reach us any time via the in-app chat — we’re happy to help. --- Was this guide helpful? Let us know by voting below - your feedback helps us write clearer articles. 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