Troubleshooting Appointments
Running into an issue with your appointments? Here are solutions to the most common problems — including where things moved if you're used to the old layout.
Where did the kanban board go?
Symptom: You're looking for the board with lanes you used to drag appointments between.
The board has been replaced by the Inbox — a single queue of everything that needs a human, covering both requests and appointments. Instead of scanning lanes, you open an Inbox item and take the one action it needs; items leave the queue automatically once handled. For a full table of your appointments, use the list view.
Where did "Needs Information" and "Needs Approval" go?
Symptom: You can't find these appointment statuses anywhere.
They're no longer appointment statuses. Gathering details and approving leads now happen on the request, before an appointment exists — surfaced as Needs information and Needs approval issues in your Inbox. Appointments now have five statuses: Needs Scheduled, Scheduled, En Route, Completed, and Canceled. See the full breakdown.
Why can't I create an appointment without a time?
Symptom: Booking an appointment yourself won't let you continue past the time step.
That's by design — scheduling a job yourself puts real, staffed appointments on the calendar, so it requires a date, a time, and at least one assigned user.
If you're capturing a lead that isn't ready to book, you don't want an appointment yet — create a request instead (New Request on the Requests page or in the Inbox). The request holds everything you gather, and when it's ready, scheduling it produces the appointment.
Missing appointments
Symptom: You expected to see an appointment but it's not in the list.
You're on the wrong list
Appointments without a time live in the Unscheduled list; appointments with a time live in the Scheduled list. Check the view toggle at the top of the page.
The default date range is hiding it
The Scheduled list defaults to Upcoming — past appointments are out of view. Switch the date range to Past or Last 30 Days to find older jobs.
Active filters are hiding it
Look for filter chips below the filter bar. Remove them individually or click Clear filters — the status and date range filters are the usual culprits.
It was archived
Unscheduled appointments can be archived. Flip on Show archived in the Unscheduled list — archived appointments are hidden, not deleted.
It's still a request
If the lead was never scheduled, there's no appointment yet — check the Requests page and your Inbox.
Scheduling conflicts
Symptom: Find a Time shows no available slots, even though you expected your team to be free.
External calendar blocking
If users have connected Google Calendar or Outlook, events from those calendars block availability in Driive. Ask them to check for all-day events, "busy" blocks, or personal appointments at the times you expected to be open.
Availability hours not set correctly
Slots only appear within configured hours. Check Availability and Service Area for the user and day of the week.
Service area mismatch
If the service address is outside your service area, no slots appear. Verify the address on the appointment — and if the job is worth the drive, an admin can enable the service area override on the appointment.
Buffer or booking-window settings
The appointment type's buffer time (between jobs) or booking window (minimum advance notice) may be trimming slots. Review the appointment type's configuration.
Customer did not receive a confirmation
Symptom: You scheduled the appointment but the customer says they never got an email or text.
- Check notification settings — Verify confirmations are enabled in Notifications.
- Verify contact info — Open the appointment and check the customer's email and phone; fix any typos on the customer card.
- Spam and junk folders — Automated emails sometimes get filtered; ask the customer to check.
- SMS delivery — Confirm the number is a valid mobile number.
Appointment shows the wrong status
Symptom: An appointment's status doesn't match what you expected.
- Auto-completion — Driive automatically completes scheduled appointments about a day after they end. If something is marked Completed that nobody touched, this is usually why. Learn more.
- The customer acted — Customers can cancel through their booking link. When they do, a Customer canceled issue appears in your Inbox — and the activity feed shows exactly what happened.
- A teammate acted — The activity feed shows who made every change and when.
Cannot find the appointments page
Symptom: You don't see Appointments in the sidebar.
- Make sure you're logged in and have selected an organization.
- Look for Appointments in the main sidebar.
- Still missing? Your role may not have access — ask an admin. See User Roles Explained.
Still need help?
If none of the above solves it, reach out to our support team with:
- Your organization name.
- The appointment ID (in the URL when viewing the appointment).
- What you expected vs. what actually happened.
- Screenshots, if available.