Troubleshooting

Common issues and how to resolve them.

No booking link was sent after an order was fulfilled

Check 1 — Booking link delivery is enabled Go to Settings → make sure Booking Link Delivery is set to Enabled.

Check 2 — The product is linked to a service Go to Services → find the relevant service → confirm it shows the correct Shopify product under "Linked product". If not, link it.

Check 3 — The service is active On the service detail page, confirm the service is toggled Active. Inactive services don't trigger the workflow.

Check 4 — The order was actually fulfilled BookingItNow triggers on order fulfillment, not on payment. In your Shopify admin, open the order and confirm it shows as Fulfilled.

Check 5 — Check the order note Open the Shopify order and scroll to the Timeline section. BookingItNow adds a note when it processes an order. If there's no note, the webhook may not have fired — try fulfilling a test order.

Customer says they didn't receive the booking email

Check 1 — Confirm the right email was used Open the booking in BookingItNow → confirm the email address matches what the customer used at checkout.

Check 2 — Ask them to check spam/junk Transactional emails sometimes land in spam, especially from new domains.

Check 3 — Check your email settings Go to Settings → Email Notifications → confirm the reply-to address and from name are set correctly.

The booking link is showing an error when the customer opens it

For Calendly links: Single-use links expire if the customer tries to open them after someone else has already used the link, or if the link is clicked more than once too quickly. If a customer can't use their link, contact us at support@bookingit.now to have a new one issued.

For Cal.com links: Same as above. Session pack links are separate — each session has its own link.

Jobber request was created but has no property (service address)

This means the customer's shipping address wasn't passed to Jobber. Check:

1. Go to Settings → confirm Pass customer address to Jobber is enabled
2. Check whether the order had a shipping address — digital products or in-store purchases may not have one
3. If no shipping address, BookingItNow falls back to the billing address. If neither was provided, no property will be created.

If the setting is enabled and addresses were present, this may be a sync issue — contact support with the Shopify order number.

Jobber client is being created as a duplicate

BookingItNow matches Jobber clients by email address. If a customer has multiple Jobber records with different emails, a new client will be created for each email. To merge duplicates, do so directly in Jobber.

The "What happens next" card isn't showing on the thank you page

This card is powered by a Checkout UI Extension that must be activated in your Shopify admin.

1. Go to Shopify admin → Settings → Checkout
2. Scroll to Checkout customizations and click Customize
3. In the theme editor, find BookingItNow in the app blocks section and add it to the Thank you page
4. Save

The public form returns "Form Not Found"

Check that: - The form is set to Active in the form editor - The URL slug matches exactly (lowercase, hyphens only) - Your store handle is correct in the URL (it's the part before .myshopify.com)

I connected a provider but my services aren't showing

Click Sync services on the Services page. If services still don't appear, try disconnecting and reconnecting the provider. If the issue persists, contact support.

Still stuck?

Email us at support@bookingit.now with: - Your store domain (e.g. yourstore.myshopify.com) - The Shopify order number (if relevant) - A description of what you expected to happen and what happened instead