Troubleshooting: An event cannot be booked

Problem

An event can’t be booked. This could occur for the following reasons:

Solution

To resolve the issue, follow the instructions below. If the issue persists after completing these steps, please contact WellnessLiving Support.

To review the enrollment list for an event:

  1. Click the App Drawer button .
  2. In the App Drawer, click View All.
  3. In the list, click Setup. You can filter the list by entering Setup into the Search field.
  4. On the Setup menu, click Services.
  5. On the Services menu, click Events.
  6. On the Events page, click the event whose enrollment list you want to review. You may have to browse the list, use the Search option, or filter the list to find the event.
  7. Click MANAGE SCHEDULE.
  8. Click Enrollment List.
  9. Check the number of enrolled clients. If the event is full, clients that attended previous sessions of the event instance may have been booked into the session automatically. To resolve this issue, you can schedule a new event instance.

To review the business policies for an event:

  1. Click the App Drawer button .
  2. In the App Drawer, click View All.
  3. In the list, click Setup. You can filter the list by entering Setup into the Search field.
  4. On the Setup menu, click Services.
  5. On the Services menu, click Events.
  6. On the Events page, click the event whose business policies you want to review. You may have to browse the list, use the Search option, or filter the list to find the event.
  7. In Advanced Settings, check the settings under Custom Business Policies.
  8. If Use Event specific business policies is selected:
    1. Check the value of the Client can book a maximum of x [minutes, hours, days, weeks, or months] before the start time of a session setting. If the event requires clients to book all sessions at once and any session of the event is set to begin outside of that window of time, the session can’t be booked. This means that if clients must book all sessions of the event and one session of the event occurs outside of the specified time period, the entire event can’t be booked. For example, if you have set this value to a maximum of two weeks and an event begins in two days and ends in three weeks, you won’t be able to book the event. You can change this policy to allow the event to be booked.
  9. If Use Event specific business policies isn’t selected:
    1. On the Setup menu, click Business.
    2. On the Business menu, click Business Policies.
    3. Check the value of the Client can book a maximum of x [minutes, hours, days, weeks, or months] before the start time of a session setting. If the event requires clients to book all sessions at once and any session of the event is set to begin outside of that window of time, the session can’t be booked. This means that if clients must book all sessions of the event and one session of the event occurs outside of the specified time period, the entire event can’t be booked. For example, if you have set this value to a maximum of two weeks and an event begins in two days and ends in three weeks, you won’t be able to book the event. You can change this policy to allow the event to be booked.
  10. If you have made any changes, click SAVE.

To review advanced settings for an event:

  1. Click the App Drawer button .
  2. In the App Drawer, click View All.
  3. In the list, click Setup. You can filter the list by entering Setup into the Search field.
  4. On the Setup menu, click Services.
  5. On the Services menu, click Events.
  6. On the Events page, click the event whose advanced settings you want to review. You may have to browse the list, use the Search option, or filter the list to find the event.
  7. In Advanced Settings, check the settings under Client Online Booking:
    • If Disable booking online is selected, clients can’t book this event for themselves using the Client Web App or the Achieve Client App. This can be resolved by changing the setting to Clients can book online or by having a staff member book the event for the client.
    • If Only selected client types can book online is selected, check if the client type of the client who can’t book the event online is selected in the list. If not, this can be resolved by selecting the required client type.
  8. Check the settings under Staff Booking:
    • If Staff can only book selected Client Types is selected, check if the client type of the client who can’t book the event online is selected in the list. If not, this can be resolved by selecting the required client type.
  9. If you have made any changes, click SAVE.
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