> ## Documentation Index
> Fetch the complete documentation index at: https://help.hoopai.com/llms.txt
> Use this file to discover all available pages before exploring further.
# Calendar troubleshooting
> Common calendar and booking problems in HoopAI — sync errors, missing time slots, timezone issues, and fixes.
This guide covers the most common calendar and appointment booking issues in HoopAI with step-by-step fixes.
***
## Time slots not showing
Go to **Calendars → \[Your Calendar] → Availability** and verify your available hours are set for each day of the week. If all days show "Unavailable," no slots will appear.
If Google or Outlook calendar sync is active, existing events on your external calendar block those time slots. Check your synced calendar for events (including all-day events) that may be blocking availability.
If you have a 60-minute buffer before/after appointments and a 30-minute meeting, you need 2.5 hours of free time for one slot to appear. Reduce buffer time if slots are too sparse.
Check the **Minimum scheduling notice** (e.g., 24 hours) and **Maximum days in advance** settings. If minimum notice is 48 hours, today and tomorrow will show no slots.
Ensure the calendar timezone matches your actual timezone. Go to calendar settings and verify the timezone setting.
***
## Google Calendar sync errors
| Issue | Cause | Fix |
| ---------------------------- | ---------------------------------------- | --------------------------------------------------------------------------------------------------------------------- |
| **"Writer access required"** | Google Calendar only granted read access | Disconnect and reconnect: go to Settings → Integrations → Google, remove, and re-add with full read/write permissions |
| **Events not syncing** | OAuth token expired | Disconnect and reconnect your Google account in Settings → Integrations |
| **Duplicate events** | Two-way sync creating duplicates | Check that you have not enabled sync in both HoopAI and Google Calendar simultaneously |
| **Wrong calendar selected** | Syncing to a different Google calendar | In calendar settings, select the correct Google calendar from the dropdown |
| **Sync delay** | Events take time to propagate | Sync typically happens within 1–5 minutes. Wait and refresh |
Go to **Settings → Integrations → Google Calendar**.
Click **Disconnect** to remove the current connection.
Click **Connect** and sign in to Google. Grant **read and write** access when prompted.
In your HoopAI calendar settings, choose the correct Google calendar to sync with.
***
## Outlook sync issues
| Issue | Cause | Fix |
| ------------------------------- | ------------------------------------ | ------------------------------------------------------------------------- |
| **Connection failed** | OAuth expired or permissions revoked | Reconnect in Settings → Integrations → Outlook/Microsoft |
| **Events not appearing** | Wrong Outlook calendar selected | Check calendar settings and select the correct Outlook calendar |
| **Availability not reflecting** | Outlook free/busy not syncing | Ensure the connected Outlook account has the correct calendar permissions |
***
## Double bookings
| Cause | Fix |
| ----------------------------------------- | ------------------------------------------------------------------------------- |
| Calendar sync not active | Connect Google or Outlook calendar so external events block HoopAI slots |
| Multiple calendars not conflict-checked | Enable **Check for conflicts** across all linked calendars in calendar settings |
| Round-robin not checking all team members | Verify all team members have their external calendars connected |
| Concurrent booking race condition | Enable the **Lock slot on booking start** option if available |
***
## Timezone mismatches
* **Calendar timezone** — set in the calendar's configuration. This determines when slots are offered
* **User timezone** — set in the user's profile. Affects what times the team member sees
* **Contact timezone** — the booking page detects the visitor's browser timezone and converts slots
* **Location timezone** — the account-level timezone in Settings → Business Profile
If contacts report seeing wrong times, check that your calendar timezone matches your business location. Go to the calendar settings and verify.
***
## Booking page not loading
| Cause | Fix |
| ------------------------------- | ----------------------------------------------------------- |
| Custom domain not configured | Verify domain DNS in Settings → Domains |
| SSL certificate not provisioned | Wait 24 hours after domain setup, or check DNS records |
| Calendar is inactive | Go to Calendars and verify the calendar status is Active |
| Embed code outdated | Re-copy the embed code from Calendars → \[Calendar] → Share |
| Browser caching old version | Clear cache or test in incognito mode |
***
## Notification failures
| Issue | Fix |
| ------------------------------------- | --------------------------------------------------------------------------------------------------- |
| Confirmation emails not sending | Check email settings in the calendar. Verify dedicated domain is configured |
| SMS reminders not sending | Verify the contact has a phone number and SMS DND is not enabled |
| Reminder not firing at the right time | Check the reminder timing in calendar settings (e.g., 24 hours before vs. 1 hour before) |
| Team member not getting notifications | Check the calendar's notification settings and the user's notification preferences in their profile |
***
## Embed not working
Ensure the embed code is pasted correctly. Check for content security policy (CSP) headers on your website that may block the iframe.
The booking widget may inherit CSS from your website. Use the iframe embed (not inline) to isolate styles.
Add `width="100%"` and a minimum height to your iframe: ``