Square Appointments not showing full availability

[kmullarney]

I've noticed that when a client is trying to book an appointment online with me it doesn't show my full availability. For example, I work until 8pm on Wednesday nights, if a client wanted to book a service that only lasted 2.5 hours it shows them that my latest available time is 4:30 when it should in fact be 5:30. Anyone have any suggestions for fixing this issue? Thanks. 

[EJ_]

Hi there!

It sounds like your customers might be looking at your calendar in a different time zone than your business. 

For instance, If I head to your booking site after selecting a 2.5 hour service on a Wednesday evening in the Mountain Time Zone option, the last available appointment will be showing as 4:30 pm MDT.

When I switch the time zone option to your business time zone (CDT), the last available slot for that service on the same day will now show as 5:30 CDT. 

[Swoodsy]

Hi, I'm having the same issue. I checked the timezone and it's set to the correct time zone. How can I fix this?

[Swoodsy]

I figured out how to fix it. I'm posting it here for anyone else who has this issue: 

Go to:

Settings

>Online Scheduling

>>Appointments are scheduled 

>>> move it from "according to service duration" to one of the other choices. 

I have no idea why this made a difference, but it did. It opened my schedule up to reveal all of the options. 

[Sean]

@Swoodsy - Thanks for taking the time to loop back! 

[Drea245]

Hi, I’m currently having this issue. I made the changes per your instructions here and it’s still not working. I have someone trying to book a 45 min. Service for tomorrow and it shows I’m fully booked. I have a 2

hour window between 3-5 (I close at 5). It’s so frustrating because I’m losing out on appointments. 

[Helen]

@Drea245 I'm sorry for the frustration this is causing. Are you using the fake it filter? That will arbitrarily remove a certain percentage of your Appointments and could account for this slot being suddenly unavailable. 

If you don't use that filter please check each of the steps in this Support Center article in order to troubleshoot your availability.

Our Appointments specialists can also take a closer look, the're available by phone 6am-6pm PT, Monday through Friday. 

[Drea245]

No, not using the fake it filter. I’ll try again, I’ve tried different things and it hasn’t worked yet. I may have to just call and speak to someone. Thank you.

[Tom]

Thanks for circling back, @Drea245. I also wanted to surface a similar issue that we're tracking in this thread: Appointments hiding availability can be a serious problem. When you have a moment to look through, that may offer more insight into what may be preventing some customers from seeing an appointment for a period of time.

[Drea245]

Thank you. Your square team and adjusted some things for me. It seems to be ok now. 

[RejuveSpa]

Any idea what they did?  I'm having the same issue

[JJ_]

Hey there @RejuveSpa 

Could you share some details of the issue you are having?

[Skincarebydre]

I figured out the ultimate issue. It’s the hours and operation.
If your hours are from 9-5 like mine for example. Don’t have appointments being scheduled based of the duration of the service it’ll give the client limited options. 
The only way I could make all of my availability show is by making it on the half hour. But, in doing so I have to change my hours of operation for it to line up specifically to when I’m closed. So, I’ve had to add 15 minutes for cleanup for each of my services which has been making my availability limited. I made my closing at 5:30 because the app factors in the clean up time. Depending on the length of the service if someone books me at 4:00 for let’s say a 60 minute appointment I’ll have 15 minutes for cleanup and the last 15 minutes are for when I actually close. Hope this helps.