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.

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

What to check:

Availability settings — Make sure you have business hours configured in Availability and Service Area > Business Hours. If no hours are set, there are no slots to show. See Setting Business Hours.
Team member eligibility — The appointment type must have at least one active team member eligible to be assigned. Check the appointment type's team settings in Setup > Appointment Types.
Connected calendar conflicts — If all eligible team members have conflicting events on their connected Google or Outlook calendars, those time slots are blocked. Check the Calendar to see what's booked.
Booking window — Your appointment type may have a booking window that limits how far in advance (or how close to the current time) customers can book. Check the appointment type's scheduling settings.
Per-member availability overrides — Individual team members may have overrides that block out additional time. Check each member's availability in Teams and Members.

Symptom: Customers complete the routing form but end up at an unexpected appointment type.

How to fix:

Go to Setup > Routing Form.
Walk through each question and verify the destination for every answer option.
Pay close attention to branching — follow each path to its end to confirm it reaches the right appointment type.
Use the live preview to test each answer combination yourself.
Check for answers that are missing a destination. An unset destination may fall through to a default you didn't intend.

See Routing Rules and Destinations for detailed configuration guidance.

Symptom: Clicking your booking link shows a "page not found" error.

What to check:

Organization slug — Verify your organization slug is correct. Go to Organization Settings and check the slug. Your URL should be https://book.driive.com/{your-org-slug}.
Appointment type slug — If you're using a direct link to a specific appointment type, verify the appointment type slug hasn't changed. Check in Setup > Appointment Types.
Typos in the URL — Double-check the link for extra characters, missing hyphens, or capitalization issues. Slugs are case-sensitive.
Appointment type visibility — If the appointment type is hidden from the booking page, a direct link to it may not work. Check the visibility setting on the appointment type.

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

How to fix:

Go to Organization Settings > Branding.
Verify that your logo is uploaded and your brand colors are set.
Save the settings (even if they look correct — a re-save can resolve display caching issues).
Open your booking page in an incognito/private browser window to rule out browser caching.
Hard-refresh the page (Ctrl+Shift+R or Cmd+Shift+R).

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

See Branding Your Booking Page for setup instructions.

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

What to check:

Question type — Verify that the booking question is configured as a photo upload type. Other question types (text, select) don't support file attachments.
Appointment type configuration — Open the appointment type in Setup > Appointment Types and check the booking questions section. Make sure the photo upload question is present and active.
File size or format — Customers may be trying to upload files that are too large or in an unsupported format. Common supported formats include JPG, PNG, and HEIC. If a customer is having trouble, suggest they try a different image or reduce the file size.
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.

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

What to check:

Spam/junk folder — Ask the customer to check their spam or junk folder. Automated emails sometimes get filtered.
Email address accuracy — Open the appointment on your kanban board 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.
Notification settings — Verify that customer confirmation emails are enabled in your notification settings.
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.

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.

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

We'll investigate and get you back on track.

Booking Pages Overview — How booking pages work end to end.
Routing Form — Configure and test your routing form.
Branding Your Booking Page — Set up your logo and brand colors.
Availability and Service Area — Configure the availability that controls time slots.