Troubleshooting
On this page: Common problems and what you can check right away. Go through the checks from the top.
The booking calendar on your store
The booking calendar doesn't appear on my store
- Check the "Booking calendar" status under "Store status" on the home page. If it says "Not added", add the "Booking calendar" block to your product page in the theme editor and save. If it says "Theme not supported", switch to an Online Store 2.0 theme such as Dawn or Horizon (4. Add the calendar to your store)
- Check that the product you're looking at is linked to a published booking menu. The booking calendar appears only on that product's page
- In "Settings" → "Bookable resources & menus", check that the menu is "Published". On Free, publishing another menu sends the previously published menu back to draft
- If the product uses a different product template, add the block to that template as well
It says "Please add this block inside the product form."
The block is outside the product form. In the theme editor, move it into the product information section and save.
Clicking the booking button shows "sold out"
The product is still a draft. Products created by Get started start as drafts. Set the product's status to "Active" on the product page in Shopify.
It says "No availability on this day" for every date
Check these in order:
- On the resource's detail page, check that the location has a shift on that day. Days you closed, and days after the last date-specific shift, don't take bookings (2. Booking menus and resources)
- Check that the time isn't past the "Booking cutoff" in "Booking rules"
- Check that the time isn't already booked up to capacity. With a capacity of 1 and no waitlist, taken times aren't listed
If it says "No bookable resources available", check the bookable resources that offer that booking menu and their shifts at the chosen location.
Messages on your store and what they mean
| Message customers see | Cause and fix |
|---|---|
| Online booking is not available. Please contact the store directly. | No plan is selected. Choose one on "Plans" |
| New bookings are currently not accepted. | You've reached the 10 bookings on Free. Move to a paid plan to start taking bookings again |
| Booking limit reached. Please try again later. | You've reached Basic's 30 bookings per 30 days. Wait for the reset or move to Pro |
| Bookings are temporarily unavailable while this location's time settings are being verified. | The location's timezone hasn't been confirmed yet (1. Initial setup) |
| This date is not open for booking yet | The date is beyond the "Booking window" in "Booking rules" |
| This item is not available to book right now. Please contact the store for assistance. | The product isn't linked to a published booking menu, or the chosen bookable resource doesn't offer that menu |
| We couldn't hold this time slot. Please try again in a moment. | Another customer may have just booked that slot. The customer can pick another time or try again shortly |
| It's busy right now. Retrying… | Many customers are booking at once. The booking calendar retries automatically |
Taking and confirming bookings
An order came in but the booking isn't on the Bookings page
- Check the filters on the Bookings page. The list starts with "Upcoming" and "Confirmed only". Past and cancelled bookings appear when you change the period and status
- Check "Awaiting checkout" on the Bookings page. These are bookings whose customers haven't finished checkout. If checkout isn't completed before the hold time runs out, the slot is released
- Check "Paid order exceptions" on the Bookings page. Orders that were paid but couldn't be confirmed, for example because of a slot conflict, appear there (5. Manage bookings)
Only orders placed through the booking calendar's "Book Now" become bookings. Orders that didn't go through the booking calendar, such as orders created in the Shopify admin, don't. Add bookings taken by phone and so on with "Add manual booking".
A booking has been cancelled
A booking is cancelled when:
- You click "Cancel booking" in the admin
- The customer cancels it on My Page
- You cancel the order in Shopify, or fully refund the booking's line item (only bookings that haven't started yet)
In "Booking and visit history" on the customer profile, you can tell cancellations by the customer ("Customer cancelled") from cancellations by the store ("Store cancelled").
A cancelled booking still has a payment
The app never refunds automatically. When the home page shows "Cancelled bookings still have payments", refund from the order page in Shopify. Choose "Cancelled, payment outstanding" in the status filter on the Bookings page to see those bookings.
Two bookings ended up in the same slot
- Check that "Cart hold time" in "Booking rules" isn't 0 minutes. With 0, bookings from customers checking out at the same time can overlap
- Check whether "Book outside business hours anyway" was used for a manual booking or a move on the calendar
- Check that the bookable resource's capacity isn't higher than you intended
Locations and timezones
No locations show up
Click "Load Locations" under "Store status" on the home page. The app loads the locations registered in Shopify and lists them on the "Stores & locations" tab in "Settings".
I can't enable a second location
If you see "Multiple active locations are available only on the Pro plan.", you've hit the Free and Basic limit. To take bookings at several locations, move to Pro.
It says "Confirm your location timezones"
On the "Stores & locations" tab in "Settings", choose "Keep current timezone" or "Use Shopify store timezone" for that location. Online booking at the location is paused until you do (1. Initial setup).
Booking times are off
Check the location's timezone on the "Stores & locations" tab. Booking times and shifts use each location's timezone.
It says "Some schedules are about to run out"
A bookable resource built only from date-specific shifts stops taking bookings after its last date. Add shifts for later dates, or set weekly recurring shifts. Unpublishing a menu that has finished taking bookings hides the notice (2. Booking menus and resources).
Customers
A customer doesn't appear in the customer list
- If it says "Preparing customer data", the app is still building the customer list from your bookings. Wait a little and open it again
- A manual booking entered with only a name isn't linked to any customer. Link it from "Possible duplicates" on the customer's profile
- Name search matches from the start of the name. Type the beginning of the name
The same customer appears twice
Candidates appear under "Possible duplicates" on the customer profile. If they're the same person, merge them from the customer page in Shopify admin. Their bookings, notes and records in this app are then combined automatically.
Customer tags aren't being added
- Customer tag sync is a Pro feature
- On the "Customers" tab in "Settings", check that the tags you want are turned on and saved. All tags start off
- The app adds and removes tags periodically, so they don't appear the moment you save
Notifications and integrations
The booking time doesn't appear in the order confirmation email
Shopify's standard order confirmation email doesn't show the "Booking date & time" line item property. Add the code to the notification template. Each language has its own template, so edit the one for the language your customers receive. The template editor's preview doesn't show the booking time, so check with a real order (7. Customer notifications).
The 24-hour reminder isn't sent
- Shopify Flow integration is a Pro feature
- Check that a workflow using the "24 hours before the booking" trigger ("予約の24時間前 (Booking reminder 24h before)" in Flow) is turned on in Flow. The status is shown under "Shopify Flow integration" on the "Booking rules" tab in "Settings" (9. Automate with Shopify Flow)
- If only some bookings are missing, see Shopify Flow workflows don't run for some bookings
Shopify Flow workflows don't run for some bookings
Flow triggers aren't sent for bookings that can't be matched to a Shopify customer. Marutto Booking uses the Shopify customer linked to the booking, and if there isn't one, looks for a Shopify customer with the booking's email address.
- When adding a booking by hand, choose the customer under "Choose an existing customer" in "Add manual booking"
- A booking added without choosing a customer isn't sent if it has no email address, or if no Shopify customer has that email address
See 9. Automate with Shopify Flow for details.
Bookings don't appear in my calendar app
- Calendar subscriptions are a Pro feature
- Only confirmed bookings from 7 days ago to 90 days ahead are included
- The calendar app decides when to refresh, so updates may take a while to appear
- If you used "Reissue URL", the old URL no longer works. Add the new URL to your calendar again
If you still need help
If this page doesn't solve it, contact us. You can reach support from the Marutto Booking page on the Shopify App Store.
Including the following helps us look into it faster:
- Which page you were on and what you did when it happened
- The order number and the booking date and time
- Any message shown on screen (attach a screenshot if you can)
- If it happens on your store, the URL of the product page