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Troubleshooting Availability Issues

If clients are unable to book appointments or your calendar is showing incorrect availability, work through the checks below to identify and resolve the issue.

External Calendar Sync Conflicts​

If your external calendar (Google Calendar, Outlook, Apple Calendar) is synced with WithinEHR, conflicts between the two can block time slots unexpectedly.

  • Review your sync settings under Settings > Calendar Sync.
  • Check for events in your external calendar that may be blocking time in WithinEHR.
  • Disconnect and reconnect the sync if conflicts persist.

Review Your Availability Schedule​

Your availability schedule defines when you can be booked. If it is misconfigured, valid time slots may not appear.

  • Go to Schedule > Create > Availability and review your active availability blocks.
  • Confirm the correct days, times, and locations are set.
  • Check that the availability has not expired (verify the end date).

Service Availability Settings​

Some services have their own availability rules that override general practice hours.

  • Go to Settings > Services and open the relevant service.
  • Confirm the service is set to available during your scheduled times.
  • Verify the service is assigned to the correct clinician and location.

Booking Policies Restricting Appointments​

Booking policies can limit how far in advance clients can schedule or restrict certain time windows.

  • Go to Settings > Patient Portal Permissions and review your booking policy settings.
  • Check the advance booking window and minimum notice requirements.

Locations Not Assigned to Services or Schedules​

If a location is not linked to a service or availability block, appointments cannot be booked at that location.

  • Confirm the correct locations are assigned to your services under Settings > Services.
  • Confirm your availability schedule includes the required locations.

Incorrect Practitioner Assigned​

If the wrong clinician is assigned to a service or appointment type, their calendar may not reflect the correct availability.

  • Review service assignments under Settings > Services.
  • Confirm the intended clinician is listed as a provider for that service.

Date Overrides Affecting Availability​

Date overrides (e.g., holiday closures, one-off schedule changes) can block availability unexpectedly.

  • Review any active date overrides in your availability settings.
  • Remove or adjust overrides that are no longer applicable.

Availability Date Range​

Availability blocks have a defined date range. If the range has ended, no slots will appear.

  • Check the end date of your availability blocks and extend them if needed.

Service Is Not Bookable Online​

If a service is not enabled for online booking, clients will not see it in the portal.

  • Go to Settings > Services and confirm the Bookable Online toggle is enabled for the relevant service.