A client can't book a session

This article helps you find why a client can't book. The most common causes are no session credits, an unsigned waiver, time that is Premium only or full, or your plan's client limit blocking new sign-ups. Ask the client for the exact message they see, then work down the checks.

Before you begin#

• Ask the client which session they tried to book and the message they saw.
• Open their profile from Clients.

Troubleshooting#

• Does the client see You need 1 session credit to book this — you have 0?
  • Yes
    They need to buy a pack, membership or single session. If they've paid you another way, add credits under Credit balance → Adjust (+/−).
  • No
    Continue.
• Does their profile say They can't book online until they sign under Waiver?
  • Yes
    Ask them to sign the waiver in their portal. See How to set up a waiver.
  • No
    Continue.
• Does the client see That slot no longer exists, or can't see the time at all?
  • Yes
    The time may be Premium only, Unavailable (private), or deleted. Open the block on Calendar to check.
  • No
    Continue.
• Does the client see That slot just filled up or There aren't that many spots left?
  • Yes
    The block is full. Increase Spots or open another time.
  • No
    Continue.
• Does the client see You already have a session booked at that time?
  • Yes
    They have another booking that overlaps. They need to cancel it first.
  • No
    Continue.
• Is the client new and can't create an account?
  • Yes
    If they see that your gym isn't taking new online sign-ups, you've hit your plan's client limit. Check Usage on Billing, then upgrade or deactivate inactive clients.
  • No
    Continue.
• Can't the client buy credits because your gym hasn't switched on online payments?
  • Yes
    Finish Stripe setup. See How to connect Stripe to take payments.
  • No
    Continue.
• Has your site gone offline?
  • Yes
    Your trial or plan has lapsed. Choose a plan on Billing.
  • No
    Contact support from levflex.com/help with the client's email and the exact message.

Common mistakes#

Opening time in the wrong week#

Check you added the block to the right week with This Week, Next Week and In 2 Weeks.

Leaving Premium only ticked#

Standard clients can't see Premium-only time, so it looks like there's nothing to book.

Forgetting guests need credits#

Each guest takes a seat and a credit. A client with 1 credit can't book themselves plus a guest.

Once fixed, the client can book straight away on your site, in the portal or in the Levflex app.