Question

A client or staff member tries to book an appointment, Book-a-Spot asset, class, or event with a Purchase Option, but the booking can’t be completed. Why can’t I book the service?

Answer

There are several possible reasons why a Purchase Option can’t be used to book a service. To resolve the issue, follow the instructions below. If the issue persists after completing these steps, please contact WellnessLiving Support.

Check the Purchase Option settings

There are a few different settings that could prevent a service from being bookable for a client. To begin resolving the issue, first check the Purchase Option settings to ensure it is set up to allow the client to book the service.

On the Top Nav Bar, click the Search button , and enter the client’s information in the box. You can enter the client’s name, phone number, email address, UID, or client ID.
In the list of clients displayed, click the client’s name.
On the side menu, click Account.
On the Account menu, click Passes & Memberships.
In the list, find the Purchase Option. You may have to browse the list, use the Search option, or filter the list.
If the Purchase Option is a membership, check the information listed under Details. If an On hold date is listed, the membership is on hold and can’t be used to book services.
- Modifying or removing the hold will affect the proration of the membership payments based on the hold. To resolve this issue, we recommend using a different Purchase Option or other payment method to book the service, or waiting until the hold ends to complete the booking.
If the Purchase Option is a session pass, check the number listed under Remaining. If this number is less than the number listed under Visit Session Value for the service, the Purchase Option can’t be used to pay for the service at this time. A different Purchase Option or other payment method must be used to pay for the service.
Click the Action button , then click Edit Purchase Option.
Under Purchase Option Service Category, check which option is selected. If the Purchase Option’s service category doesn’t match the type of service the client is attempting to pay for, a different Purchase Option or other payment method must be used.
Under Access to [service], check if the service is selected. If not, select the service name.
Under Access to Locations, check which locations the Purchase Option can be used at:
- To allow the client to use the Purchase Options at all your locations, select All.
- To allow the client to use the Purchase Option at the location the service is booked for, select the location name from the list.
If you made any changes, click Save for [client].

Check the service settings

If the client or staff member still can’t book the service after reviewing the Purchase Option, you must review the service settings to continue working to resolve the issue.

Click the App Drawer button , then click View All > Setup > Services.
In the list, click the service. You may have to browse the list, use the Search option, or filter the list to find the service.
If the service is an asset, complete the following:
- Under Asset Booking Rules, check if Asset can only be booked with other services is selected. If so, the asset can’t be booked individually. You can resolve this issue by selecting Asset can be booked separately from services, then modifying the settings as desired.
If the service is not an asset, complete the below steps.
Under BOOK NOW TAB, ensure that the appropriate book now tab is selected.
- If a Book Now tab hasn’t been selected, the service won’t appear to clients when they’re booking from the Client Web App.
Under Client Online Booking, ensure that the Clients can book online option or Only selected client groups or types can book online option is selected.
- If Only selected client groups or types can book online is selected, some clients may not be able to book this service online. If desired, you can add the client’s client group or type to the list to allow the client to book the service online.
- If you chose not to update the service settings, you can manually change the client’s client type or add them to the appropriate client group.
Under Staff Booking, check if Staff can only book selected Client Types is selected. If so, review the list of selected client groups and types.
- If desired, you can add the client’s client type to the list, then click Save to allow the staff member to book the service.
- If you chose not to update the service settings, you can manually change the client’s client type or add them to the appropriate client group.
If the service is a class or event, complete the following:
- Under Prerequisites, check if Select prerequisite services is selected. If so, review the selected requirements. The client must have attended the prerequisite services before they can book the service they’re attempting to book. You can resolve this issue by selecting No prerequisite services required or by having the client attend the prerequisite services.
Under Age Restriction, check if Restricted to certain ages is selected. If so, the client may not meet the range of ages required for the service. You can resolve this issue by entering a new age range or booking a different service.
Under Custom Business Policies, check if Use [service] specific business policies is selected. If so, review the following:
- Check the minimum and maximum amount of time a client can book a service before the session begins. If the client is attempting to book the service outside of that range, the booking can’t be completed. You can resolve this issue by entering a new minimum or maximum or by booking the service for a different time.
- If Clients with a negative account balance cannot book services is set to ON, the client may be unable to book the service because their account balance is negative. You can resolve this issue by changing the setting to OFF or adjusting the client’s account balance.
If you made any changes, click Save.

Check the business settings

If the issue persists after checking the Purchase Option and service settings, the issue may be caused by your business settings. Follow the instructions below to resolve the issue.

Click the App Drawer button , then click View All > Setup > Business > Business Policies.
Check the minimum and maximum amount of time a client can book a service before the session begins. If the client is attempting to book the service outside of that range, the booking can’t be completed. You can resolve this issue by entering a new minimum or maximum or by booking the service for a different time.
If Clients with a negative account balance cannot book services is set to ON, the client may be unable to book the service because their account balance is negative. You can resolve this issue by changing the setting to OFF or adjusting the client’s account balance.
If you made any changes, click Save.
If the business settings are not causing the issue, check if the business is closed:
1. Click the App Drawer button , then click View All > Schedule.
2. Click the Schedule settings button , then click Add closed day.
3. Under Existing holidays, check if the date the client is trying to book the service for is listed. If so, the client won’t be able to book any services on that day. You can resolve the issue by scheduling the service for another day or clicking the Remove Holiday button , which will remove the closed day for the entire location.

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