Before you start
Record the expected date/time, time zone, service, practitioner and any add-ons. Do not remove confirmed appointments as a troubleshooting shortcut.
Check whether booking is available at all
Owner: check Publishing and sharing, Pause new online bookings, and active/visible service and practitioner settings. Staff should ask the owner to review these controls.
Check the person and the day
Confirm the service is assigned to the selected practitioner. Review weekly Hours and that day’s Dates settings, including closures, exact starts, service restrictions and blocks.
Fit the whole visit
Count service time, add-ons, preparation/cleanup and any room/equipment requirement. Check existing appointments, waitlist holds and successfully imported calendar busy time.
Check the limits, then test again
Review notice, booking horizon, start interval and the displayed time zone. Retry the exact service/date. If still wrong, prepare a report with the expected opening and visible result.
What success looks like
You can explain the unavailable time or identify one precise example for support to investigate.
If it doesn’t work
Every day is empty
Prioritize visibility/pause, active services, practitioner assignment and weekly hours before inspecting individual appointments.
Only a few times are missing
Prioritize full visit duration, date exceptions, conflicts, resources, holds and notice. A calendar copy on a client’s device does not itself block BookVaya time.
Still not resolved?
Use your existing invitation conversation for private-preview help. Include the exact action, visible error and time, without passwords, private links or client records.
Prepare support detailsChecked against the private app · 14 November 2026