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Troubleshooting Booking Pages

If your booking page isn't working as expected, start here. Below are the most common issues and how to fix them.

Booking page shows no available times

Symptom: A customer reaches the time selection step but sees no available slots, even though you should have openings.

What to check:

  1. Availability settings — Make sure you have business hours configured. If no hours are set, there are no slots to show. See Setting Business Hours.

  2. Team eligibility — The appointment type must have at least one eligible user. Check the appointment type's Team tab in Setup > Appointment Types.

  3. Connected calendar conflicts — If all eligible users have conflicting events on their connected Google or Outlook calendars, those time slots are blocked. Check the calendar to see what's booked.

  4. Booking window — Your appointment type may have a minimum lead time or maximum advance booking that limits which dates customers can book. Check the appointment type's Scheduling settings.

  5. Per-user availability — Individual users may have availability that blocks out additional time. Check each person's availability under Setup > Users or their team.

Note: Slot ranking is not a cause here. It only orders the times that are already bookable — it never removes one. If the calendar is empty, the cause is one of the five above.

Routing sending customers to the wrong service

Symptom: Customers answer your questions but end up at an unexpected appointment type.

How to fix:

  1. Open the booking page and go to the Form tab.
  2. Expand each question and read its rules top to bottom. Rules are evaluated in order and the first match wins, so a broad rule sitting above a narrow one is the most common cause — put your specific rules first.
  3. Follow each branch to its end and confirm it reaches the right appointment type.
  4. Check the questions with the amber No rules badge. Those don't route anyone; everyone who answers them continues to the next question, or to the page's Default destination if there is no next question.
  5. Check the Default destination card at the bottom of the flow. Unrouted visitors land there, and if it's set to an appointment type you didn't intend, that's where they'll go.
  6. Walk every path yourself using Preview — preview submissions don't create real requests.

See Routing Rules and Destinations for detailed configuration guidance.

Booking link showing "booking unavailable"

Symptom: Your booking page URL shows the "booking unavailable" screen instead of the page.

What to check:

  1. Page status — An unpublished page never resolves publicly. Open it under Setup > Booking Pages and click Publish.

  2. The slug — Compare the URL you shared against the Public URL on the page's General tab. If the slug was edited after you shared the link, the old link is dead. See Creating a Booking Page.

  3. Typos in the URL — Check for extra characters, missing hyphens, or capitalization. Slugs are always lowercase.

  4. The default destination — A page with no questions and no default destination has nowhere to send anyone. The Form tab warns you about this inline.

  5. Destination appointment type — If the type a rule points at was deleted or set to Inactive, that path can't be booked. Check the type's status under Setup > Appointment Types.

  6. Legacy links — Old app.getdriive.com/book/{org-slug} links redirect to the booking page whose slug matches your organization slug. If no page uses that slug anymore, those links stop working.

Branding not appearing on the booking page

Symptom: Your booking page shows default styling instead of your logo and brand colors.

How to fix:

  1. Open the booking page and check the Design tab. If it says Using company logo and Using company brand color, the page is inheriting — so the values need to be set at the company level.
  2. Go to Setup > Company and verify the logo and Brand Color are set on the General tab.
  3. Confirm you clicked Save changes on the booking page. Edits across every tab are held as one draft until you save.
  4. Open the page in an incognito/private window to rule out browser caching.
  5. Hard-refresh the page (Ctrl+Shift+R or Cmd+Shift+R).

If the logo shows but colors don't, check that your hex codes are valid (e.g., #2eba79, not 2eba79).

See Branding Your Booking Page for setup instructions.

Customers being asked the same question twice

Symptom: A customer answers a question on the booking page, then gets asked something nearly identical on the appointment type.

How to fix:

The two questions are separate by design — one routes, the other collects detail for the job. Link them so the answer carries over:

  1. Open the booking page's Form tab and expand the page question.
  2. Open Pass this answer into booking questions.
  3. For each appointment type listed, pick the booking question this answer should prefill.
  4. Check the option mapping underneath. Green pills are matched; anything amber says won't be passed and needs a target chosen by hand.

See Page Questions.

Requests arriving with a missing phone number or email

Symptom: Requests come in without a way to reach the customer.

How to fix:

Open the booking page's Form tab and expand the Contact Information card. Each of phone, email, and description is set to Required, Optional, or Hidden — an optional field is one customers will skip. Set the one you rely on to Required.

Note that first and last name are always collected, and phone and email can never both be hidden.

Junk or spam requests

Symptom: Bot submissions are landing in your Issues list.

How to fix:

Open the booking page's Behavior tab and confirm Bot protection is on. It's on by default and verifies most visitors invisibly. The one trade-off: links that pre-fill and auto-submit the form will show the form for one confirming click rather than submitting silently.

Customer can't upload photos

Symptom: A customer reports they can't attach photos during the booking process.

What to check:

  1. Question type — Verify that the booking question is configured as a Photo Upload type. Other question types (text, select) don't support file attachments.

  2. Appointment type configuration — Open the appointment type in Setup > Appointment Types and check the Questions tab. Make sure the photo upload question is present, and check its visibility conditions — a conditional question only appears after the right trigger answer. Photo upload questions live on the appointment type, not on the booking page.

  3. File size or format — Customers may be trying to upload files that are too large or in an unsupported format. If a customer is having trouble, suggest they try a different image or reduce the file size.

  4. Browser compatibility — Photo uploads work best on modern browsers. If a customer is using an outdated browser, suggest they try Chrome, Safari, Firefox, or Edge.

Confirmation email not received

Symptom: A customer books successfully but doesn't receive a confirmation.

What to check:

  1. Spam/junk folder — Ask the customer to check their spam or junk folder. Automated emails sometimes get filtered.

  2. Email address accuracy — Open the appointment (or its request) and verify the customer's email address. A typo during booking (e.g., gmial.com instead of gmail.com) means the email goes to the wrong address.

  3. Notification settings — Verify that the Booking Confirmation notification is enabled for the appointment type, with the email channel turned on. See Notification Settings.

  4. Email delivery delays — In rare cases, emails may be delayed by the recipient's email provider. If the booking was recent, suggest the customer wait a few minutes and check again.

Booking page loads slowly or doesn't load

Symptom: Customers report the booking page is slow or fails to load entirely.

What to try:

  • Check your internet connection — Open the page yourself to confirm whether the issue is widespread or specific to one customer.
  • Try a different browser — Some browser extensions can interfere with page loading.
  • Clear browser cache — Suggest the customer clear their cache or try an incognito window.
  • Check Driive status — If the platform is experiencing an outage, the booking page may be affected. Check back shortly.

Still stuck?

If none of these solutions resolve your issue, contact our support team with:

  • Your organization slug
  • The booking page's public URL and whether it's published
  • A description of the expected vs. actual behavior
  • Screenshots or screen recordings if available

We'll investigate and get you back on track.

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