Troubleshooting

How to fix common issues in Booking Platform

Login Issues

Forgot Password

1. Click Forgot Password on the Login page
2. Enter your registered email
3. Receive a password reset link via email
4. Set a new password

Cannot Log In

Possible causes:

1. Incorrect password

   • Check Caps Lock
   • Try Forgot Password

2. Account suspended

   • Contact support

3. Session expired

   • Clear Cache and Cookies
   • Try again

2FA Not Working

1. Check phone time (must match server)
2. Try backup codes
3. Contact Support to temporarily disable 2FA

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Booking Issues

Schedule Not Showing Available Dates

Solutions:

1. Check Operating Hours in Settings
2. Check configured Holidays
3. Check Staff Schedules are correct
4. Try refreshing the page

Booking Fails with Error

Error: "Cannot book at this time"

Causes:

• Selected time is already booked
• Staff not working at that time
• Break period

Solutions:

1. Select a different time
2. Select a different staff member
3. Contact the business directly

Confirmation Email Not Sent

1. Check Junk/Spam folder
2. Add noreply@booking-platform.com to Contacts
3. Verify email address is correct
4. Check Settings > Notifications

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Payment Issues

Credit Card Declined

Possible messages:

Message	Cause	Solution
Insufficient Funds	Not enough funds	Use another card or transfer
Card Declined	Bank declined	Contact bank
Invalid Card	Card details incorrect	Check details again
Expired Card	Card expired	Use another card

Charged but Booking Failed

1. Wait 5-10 minutes (sometimes there's a delay)
2. Check account balance
3. Contact Support with transfer proof

Cannot Get Refund

1. Check if within the allowed period
2. Check cancellation policy
3. Contact Support

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Technical Issues

Booking Widget Not Showing

Check:

1. Is the script loaded?

<script src="https://booking-platform.com/widget.js" defer></script>

2. Is the Container ID correct?

<div id="booking-widget" data-tenant="YOUR_ID"></div>

3. Are there JavaScript errors?
   • Open DevTools (F12)
   • Check Console tab

Page Loads Slowly

Solutions:

1. Check internet connection
2. Clear browser cache
3. Try a different browser
4. Check Status Page

API Error

Error: 401 Unauthorized

Solutions:

1. Check if API Key is correct
2. Check if Key has expired
3. Generate a new Key in Settings

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Mobile App Issues

App Freezes/Unresponsive

1. Close and reopen the App
2. Update App to the latest version
3. Sign out and sign back in
4. Uninstall and reinstall

Calendar Sync Not Working

1. Check Google Calendar permissions
2. Disconnect and reconnect
3. Check if Google still grants access

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Database Issues

Cannot Connect to Database

1. Check DATABASE_URL in .env
2. Check if Database server is running
3. Try restarting the server

Migration Failed

# Delete database and re-run
rm data.db
bun run db:push

⚠️ Warning: All data will be lost!

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Contact Support

If you cannot resolve the issue:

1. Live Chat: 09:00-18:00
2. Email: support@booking-platform.com
3. Have the following ready:
   • Account name/email
   • Error message shown
   • Steps taken before the issue
   • Screenshot (if available)
   • Browser and version used