Troubleshooting
Most booking problems come down to one of a handful of causes, and they're quicker to find if you check them in the order below rather than guessing. Each section starts with the cause that turns out to be responsible most often.
No times are showing for a provider
A slot only appears when every rule agrees, so a single missing setting removes all of them. Work down this list and stop at the first thing that's wrong.
The provider has no working hours. This is the answer most of the time, especially for someone who joined recently. Open Staff, choose them, and look at the Schedule section: if the week is empty, nothing is bookable anywhere, no matter how everything else is configured. Set their hours and the slots appear immediately.
The hours are at the wrong location. Hours belong to a place. If a provider's blocks are set at Downtown and a client is trying to book at Uptown, they'll see nothing at Uptown even though the provider is clearly working. Open the block and check the location on it.
The service has no duration. Hours are a window; the service's duration and start-time cadence are what cut that window into individual bookable times. A service with no duration produces no slots at all, from any provider. Open Memberships & Services, choose the service, and confirm both are set.
The service isn't one this provider offers. A provider is only offered for services assigned to them — check the Assigned services section on their profile. Separately, a schedule block can be limited to specific services: if a block names three services, the provider is bookable during that block for those three only, and other services fall back to their general hours.
A dated exception is covering the period you're looking at. Time off, a reduced-availability period, or a clinic closure will empty exactly the dates they cover while leaving the rest of the schedule normal. The Schedule header shows any scheduled change, and time off appears on the calendar.
Their personal calendar is blocking it. If the provider connected a personal calendar, their own busy periods are removed from bookable time. That's usually what you want — but if the whole day has vanished, an all-day event in their personal calendar is the likely reason. See Connect Your Personal Calendar.
You're looking outside the booking window. Each service sets how far ahead clients may book (Maximum Booking Time) and how much notice you require (Minimum Booking Time). Times beyond the window or inside the notice period are correctly hidden. A provider who looks unbookable "today" but fine next week almost always has a minimum-notice rule doing its job.
Atlas can check a provider's actual availability and tell you which of these is responsible, without you opening each screen. Try "why isn't Dr. Rivera showing any times next week?"
A client can't book, but other clients can
When the slots exist and one particular person still can't take them, the cause is on their record rather than the schedule.
Their membership doesn't cover that service or location. A membership can grant access to specific services and specific sites. If the service isn't in their plan's benefits, or the location isn't in its accessible locations, the time simply isn't offered to them.
They've hit a booking limit. Plans can cap how many appointments a member holds at once, or how many they book in a period. Someone at their limit sees no available times until an existing appointment passes or is cancelled.
Their account isn't active. An archived or inactive client loses booking access by design.
The service is private. A service that isn't public won't appear on booking pages or in the client app, though staff can still book it on the client's behalf.
An invite never arrived
Check the address on the client's record first — a typo is the most common cause by a wide margin, and it's silent, because the platform has no way to know the address was wrong.
If the address is right, look at the delivery status on the client's record. That tells you whether the message was delivered, bounced, or never accepted, which separates "it's in their spam folder" from "this address rejects our mail". Ask the client to check spam and promotions folders — invites are filtered surprisingly often on corporate domains.
If it was delivered and they still can't find it, resend the invite. Resending generates a fresh secure link and invalidates the previous one, so ask them to use the newest email.
If the client later finds the first email and clicks that link, it won't work. Tell them to use the most recent one.
A change you made isn't showing up
For schedule changes, check the effective date. A change saved with a future date is real but not active yet — the Schedule header shows it as a scheduled change until it starts. If you meant it to apply now, cancel it and save again for today.
For anything a client sees, have them fully close and reopen the app rather than switching back to it. A client looking at a screen they opened before your change will keep seeing the old version until it reloads.
Next steps
To understand how the booking rules combine in the first place, read Availability & Scheduling, which covers hours, locations, service limits and the booking window together.
To reach a person, ask Atlas to log the problem — it captures the details and routes it, so you don't need to repeat yourself.