When customers encounter booking issues, responding quickly helps maintain a smooth experience. Use the troubleshooting tips in this article to provide effective support and resolve common problems efficiently.
Booking issues
1. Is the event showing, or are tickets available?
Check if the event is visible and if tickets are available for booking.
Further help: If the event isn't showing, follow these troubleshooting steps.
2. Is the customer having trouble logging in?
Confirm whether the customer is experiencing login issues.
Further help: They can reset their password if they can't log in.
3. Is there a problem with the booking form?
Ask the customer if they’re facing issues with the booking form. Two common problems are:
Attendee email: If the attendee’s email is not working, refer them to the Unique Attendee Emails article.
Add attendee button: If the ‘Add attendee’ button is causing confusion, refer them to the Adding Attendee Information article.
4. Are they unable to make online payments?
Check if the customer reports issues with online payments and ask for a screenshot of the error.
Further help: Check with the payment provider if needed.
5. Are they trying to book an event in the past?
Booking past events is only available to admin users.
Further help: Learn how to book a past event as an admin user.
Membership issues
1. Are they logged in?
Confirm that the member is logged in using the email linked to their membership.
Further help: Clear your browser cookies and cache, then log in directly on the Bookwhen login page. Check for incomplete or pending bookings linked to the email.
2. Is the ticket linked to the membership?
Check if the ticket is linked to the relevant membership. You can do this by reviewing your ticket options in the Tickets & Costs tab of the entry.
For example, the following ticket is only available for the selected memberships:
Further help: If the ticket isn’t included in the offer, you can add it to your entry by either creating a new ticket or ticking the relevant membership.
Ensure the membership is linked to a customer group, and exclusive tickets are assigned to that group in the relevant entries.
3. Is the membership active?
Verify whether the member’s membership is active.
Further help: If the membership is cancelled, the member will need to re-subscribe. You can refer them to our Joining a Membership article.
4. Has the member exceeded usage limits?
Check whether the member has exceeded the allowed number of uses or whether the ticket is outside the usage period.
Further help: Memberships may have usage limits per period (e.g., 4 bookings per month). If the limit is reached, the member must wait until the next usage period to book more classes.
Transfer issues
1. Is there an issue with the transfer button?
Check whether the transfer button is working or not.
Further help: If the customer is using an in-app browser (like Facebook or Instagram), they may need to log into their account using a standard web browser.
2. Are transfer restrictions causing issues?
Verify if transfer restrictions, entry passwords, discounts, or costs are causing problems.
Further help: For more details, you can refer to our Ticket Transfer Restrictions article.
Discount issues
1. Is the correct discount code being entered?
Confirm that the correct discount code is being entered, noting that extra spaces may cause issues.
2. Are discount restrictions causing problems?
Check if discount restrictions prevent the customer from successfully applying the code.
Tags: booker