Troubleshooting Appointments
Running into an issue with your appointments? Here are solutions to the most common problems.
Appointments stuck in "Requested"
Symptom: Appointments stay in the Requests lane and are not being processed.
Cause: No one on your team has reviewed and approved (or rejected) the request.
How to fix:
Open the kanban board and check the Requests lane.
Click each appointment card to review the customer's details, lead score, and form answers.
Click Approve & Schedule to move the appointment forward, or Deny to reject it.
Prevention tips:
Set up notifications so your team gets alerted when new requests come in.
Make it a daily habit to start the day by reviewing the Requests lane.
If you have a high volume of requests, consider assigning someone on your team to triage them each morning.
Missing appointments
Symptom: You expected to see an appointment but it is not showing up on the kanban board or list view.
Possible causes and fixes:
Active filters are hiding it
If you have filters applied, the appointment may be hidden because it does not match your current filter criteria.
Look for active filter chips below the filter bar. If you see any, click the X on each chip to remove the filters, or click Clear All.
Specifically check the Status and Date Range filters — these are the most common causes of missing appointments.
Wrong date range
The date range filter may be excluding the appointment.
Switch the date range to All or Upcoming to broaden your view.
If you are looking for a past appointment, try the Past or Last 30 Days preset.
Appointment was deleted
Unscheduled appointments (Requested, Pending, Needs Scheduled) can be deleted, which removes them from the pipeline entirely. Deleted appointments do not appear on the board or in the list view.
If you suspect an appointment was deleted, check with your team members who have admin access.
Appointment is in a collapsed lane
On the kanban board, collapsed lanes hide their cards. Look for slim vertical bars between the visible lanes and click to expand them.
Scheduling conflicts
Symptom: You cannot find available time slots when trying to schedule an appointment, even though you expected your team to be free.
Possible causes and fixes:
External calendar blocking
If your team members have connected their Google Calendar or Outlook, events from those calendars block availability in Driive.
Ask the team member to check their external calendar for events at the times you expected to be free.
Look for all-day events, "busy" blocks, or personal appointments that may be taking up the slot.
Business hours not set correctly
Time slots only appear within your configured business hours.
Go to Availability and Service Area and verify that business hours are set correctly for the team member and day of the week.
Service area mismatch
If the appointment requires a service address and the customer's location is outside your team's service area, no slots will appear.
Check the customer's address on the appointment detail page.
If the address is correct but outside your area, an admin can enable the service area override on the appointment to bypass the restriction.
Buffer time or lead time settings
Your appointment type may have buffer time (between appointments) or lead time (minimum advance booking) settings that reduce available slots.
Check the appointment type configuration for buffer and lead time settings.
Customer did not receive confirmation
Symptom: You scheduled an appointment but the customer says they never got a confirmation email or text.
Possible causes and fixes:
Check notification settings
Verify that confirmation notifications are enabled for the appointment type.
Go to Notifications and check that email and/or SMS confirmations are turned on.
Verify customer contact info
The customer may have provided an incorrect email address or phone number.
Open the appointment detail page and check the customer's email and phone number.
Click the customer's name to edit their contact info if needed.
Check spam/junk folders
Ask the customer to check their spam or junk folder. Automated emails sometimes get filtered.
SMS delivery issues
If you are sending SMS notifications, verify that the customer's phone number is a valid mobile number with the correct country code.
Cannot drag appointment on kanban board
Symptom: You are trying to drag an appointment card to a different lane on the kanban board, but it will not move.
Possible causes and fixes:
Restricted role
Your user role may not have permission to change appointment statuses.
Check with your organization admin about your role and permissions. Admins and owners have full access; other roles may have restrictions.
See Teams and Users for more about roles and permissions.
Invalid transition
Not all status transitions are allowed. For example, you cannot drag a Completed appointment back to Scheduled.
Review the appointment statuses guide to understand which transitions are valid.
Additional information required
Some transitions require extra input. For example, moving an appointment to Scheduled requires selecting a time slot. In these cases, Driive will prompt you with a dialog instead of allowing a simple drag.
Appointment shows wrong status
Symptom: An appointment's status does not match what you expected.
Possible causes:
Auto-completion: Driive automatically moves past-due Scheduled appointments through In Progress to Completed. If you see an appointment marked Complete that you did not close manually, this is likely the cause. Learn more about auto-completion.
Customer action: The customer may have cancelled or rescheduled through their booking link without your team noticing. Check the activity feed for details.
Another team member: Someone else on your team may have changed the status. The activity feed shows who made each change and when.
Cannot find the appointments page
Symptom: You do not see the Appointments option in the sidebar.
How to fix:
Make sure you are logged in and have selected an organization.
In the sidebar, look under Manage > Scheduling > Appointments.
If you still do not see it, your role may not have access. Contact your organization admin.
Still need help?
If none of the above solutions resolve your issue, reach out to our support team. Include the following details to help us investigate:
Your organization name.
The appointment ID (found in the URL when viewing the appointment detail).
A description of what you expected to happen vs. what actually happened.
Screenshots, if available.