Appointments are being filtered
The most common reason an appointment seems to have "disappeared" is an active filter. Active filters show as labels above the list. One click clears them all.
Status
If you filter on Confirmed, you won't see cancelled appointments or no-shows. Choose All statuses to see everything.
Staff member and service
Under Filters you pick a staff member or a service. Set them to All staff and All services.
Period
Check which period you're looking at. The appointment may be in a different week than you thought.
Search
With a search term you only see appointments that match it. Clear the search bar to see everything.
You only see your own appointments
If the title has You're only seeing your own appointments below it, you only see the appointments of your own staff profile. Click My schedule at the top right so that it says All staff.
If you're an employee and the owner has turned off Employees can view all appointments under Administration > Team, you only see your own appointments, and there is no Appointments list in the menu either. Ask the owner or an admin to look the appointment up for you.
A staff member is hidden in the Schedule
In the Schedule, People decides who is in view. If it says "2 of 5 staff", for example, you won't see the others' appointments. Choose Everyone.
The appointment was cancelled
Cancelled appointments don't appear in the Schedule, but they do appear in the appointments overview. Filter on Cancelled.
The customer still has to confirm their email address
If Require email verification is on under Administration > Online booking, Who tab, an online booking waits for the click in the verification email. The customer then doesn't have a confirmation yet, but an email asking them to confirm their address.
- If Display before verification is set to Hide (don't show until verified), you only see the appointment after that click.
- If it is set to Show as unverified, the appointment is there with the status Unverified.
If the customer doesn't confirm in time, the booking lapses. How long that takes, you set under Expiry duration.
The appointment is awaiting payment
If the customer has to pay in advance, the appointment is first on Awaiting payment. You'll find it under Appointments > Pending payment. If it still hasn't been paid after 30 minutes, Stippa cancels it automatically. See Customers can't pay while booking.
The appointment was deleted
An appointment can also have been deleted altogether with Delete appointment. That is permanent. Under Administration > Activity log you can see who deleted it and when.
The appointment was never created
A customer says they booked, but there's nothing there? Then the booking was probably not completed:
- the customer didn't go through the booking to the end
- the payment didn't go through
- the customer didn't confirm their email address
Ask the customer whether they have a confirmation email. If they do, the appointment was made. If not, the booking didn't go through.
Still not found?
Click Send feedback in the side menu and include the customer's email address and the date the appointment was expected.