Troubleshooting

Check their mobile number on the visit first — a mistyped number is by far the commonest cause, and it is fixable from the visit itself.

Then check their customer record for an opt-out. Somebody who has replied STOP gets nothing at all, including their own visit updates, and there is no override — they have to opt back in. See sender numbers.

That message probably has every channel switched off, which is how a message is silenced. Check it under Location settingsCustomer messages, remembering these are set per branch — a message working at one shop can be off at another.

Check that message's delivery condition. Anything not set to always send is held for a minute and released by a job that runs every five, so it arrives one to six minutes later. Set the “it's your turn” message to always send. See channels and fallback.

Most likely the messaging allowance is spent — campaigns are refused while visit messages keep sending. Check your usage report. WhatsApp campaigns are also refused until a WhatsApp sender is registered.

American networks require a registered campaign before business messaging delivers consistently, and that registration is reviewed by the carriers. Delivery elsewhere is unaffected.

Check three things, in this order:

1. The branch's time zone. A wrong one applies your hours at the wrong moment.
2. Whether the waitlist has its own hours or is inheriting the general ones.
3. Whether a date exception is in play for today.

See location details and hours.

You have a capacity cap set, and both waiting and called visits count towards it. Raise it or work the list down — waitlist rules.

One of the submit-time rules is catching them: existing customers only, one live registration per person, or a distance requirement. The distance rule also fails for anybody who declines to share their location.

The waitlist is switched off for that branch.

The code is tied to the location and queue chosen when it was created. Create a new one pointing at the right place and reprint — printing QR codes.

Your public short name has probably been changed, which breaks every link built from it. Change it back, or reprint everything and update your website and social profiles.

Usually printed too small, or on a curved or reflective surface. Print larger, put it flat, and test in the light the customer will actually be standing in.

Work down the filters a slot has to survive:

1. Does the branch have booking hours set for that day?
2. Is the service available for bookings rather than waitlist only?
3. Does its notice window rule out the dates being looked at?
4. Is a resource that can do that service actually working then, and not already booked?

See booking online.

Nothing is limiting concurrency. Define resources, or set the location's simultaneous booking cap.

They are not counted there. Every figure on that page is waitlist visits only — use reports, which have their own booking report.

On the classic model, adjust the buffer. On the intelligent model, the estimate is only as good as your service durations and resources — an under-stated duration produces an estimate that is always wrong in the direction customers notice.

The classic model follows how fast you have actually been calling people, so a quiet spell moves it. Showing a range rather than a single number is usually the better presentation — wait time estimation.

They are restricted to specific locations. That is separate from their role and applies on top of it — team and roles.

Check which view you are in. The waitlist and appointments only exist in the location view; QR codes, analytics, reports and team only exist in the account view.

There are no passwords, so there is nothing to reset. Sign-in links expire after five minutes and work once — request a fresh one. If they never arrive, check the spam folder and that the address is the one they were invited with.

That is deliberate: an organisation must always have an Owner. Promote somebody else first.

Check the report's own run history. A failed run is recorded and not retried, because re-running it would produce the same numbers and a second email.

No range ever includes today, deliberately — a report covering a day still in progress gives different numbers each time you run it.

Days run from midnight to midnight in each branch's own time zone. Check the branch's time zone is right.