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Troubleshooting

This page covers common issues you may encounter while using SlotBase, along with their causes and step-by-step solutions. If your issue is not listed here, contact support at support@slotbase.cloud.

I can't book a session​

Symptoms: You click on a time slot but the booking fails, or no available slots are shown on the calendar.

Cause: Several conditions must be met for a booking to succeed. The resource must be active, the time slot must fall within the facility's operating hours, the slot must not already be reserved by another player, any previous booking hold you had must not have expired, and you must be an approved member of the facility.

Solution:

  1. Verify that you are a member of the facility. Check your join request status under your player dashboard. If it is still PENDING or was REJECTED, you cannot book.
  2. Confirm the time slot falls within the facility's operating hours. Facilities may have different hours on weekends or holidays.
  3. Check that the resource is active. If the resource has been deactivated for maintenance, it will not appear on the calendar.
  4. If you previously started a booking but did not confirm within 5 minutes, the hold has expired. Start the booking process again from the beginning.
  5. Ensure no one else has already booked the slot. The calendar should reflect real-time availability, but if you see a conflict, try a different time or resource.

My booking says "Pending Approval"​

Symptoms: After completing the booking process, the booking status shows "Pending Approval" instead of "Confirmed."

Cause: The facility has enabled manual booking approval. This means all bookings (or certain types of bookings) must be reviewed and approved by a facility admin before they are confirmed. This is a facility-level setting, not a problem with your account.

Solution:

  1. Wait for the facility admin to review your booking. You will receive a notification (email or in-app) when the admin approves or rejects it.
  2. If the facility has configured an auto-approve timeout, your booking will be automatically approved after the configured number of minutes (e.g., 30 minutes) if the admin does not act.
  3. If you need the booking confirmed urgently, contact the facility admin directly to request expedited approval.
  4. Check your notifications and email regularly for updates on the approval status.

I can't register for an event​

Symptoms: The "Register" button is missing, disabled, or clicking it produces an error.

Cause: Event registration may be blocked for several reasons: the event may still be in DRAFT status (not yet published), you may already be registered for the event, the event may require a waiver that you have not yet accepted, or a paid event may require payment setup that is not yet complete.

Solution:

  1. Verify the event status. Only events with a PUBLISHED status are open for registration. If you do not see the event listed, it may still be in DRAFT or may have been CANCELLED.
  2. Check if you are already registered. Navigate to your player dashboard and look under "My Events" to see if you have an existing registration.
  3. If the event requires a waiver, read and accept the waiver during the registration process. You cannot complete registration without accepting required waivers.
  4. For paid events, ensure you have a valid payment method on file or are prepared to complete payment during registration.
  5. Confirm you are a member of the facility hosting the event.

The waitlist isn't promoting me​

Symptoms: You have been on a waitlist for an event or program, but you have not been promoted even though you believe spots should be available.

Cause: The waitlist operates on a strict first-in, first-out (FIFO) basis. You will only be promoted when a spot opens up (someone cancels) and you are next in line. Other people who joined the waitlist before you will be promoted first.

Solution:

  1. Check your position on the waitlist. Your player dashboard may show your waitlist position for events and programs.
  2. Wait for a notification. When you are promoted, you will receive an email and/or in-app notification confirming your new registration status.
  3. Ensure your email address is correct and check your spam folder for missed notifications.
  4. If you believe there is an error (e.g., you know someone cancelled but you were not promoted), contact the facility admin for clarification.

My booking hold expired​

Symptoms: You started the booking process but when you tried to confirm, you received a message that the hold has expired and the time slot is no longer reserved for you.

Cause: Booking holds last exactly 5 minutes. If you do not complete and confirm your booking within that window, the hold is automatically released and the time slot becomes available to other users.

Solution:

  1. Start the booking process again by selecting the same time slot and resource.
  2. If the slot has already been booked by another user during the time your hold expired, choose a different available time slot.
  3. To avoid this in the future, have your payment information and booking details ready before starting the booking process so you can confirm within the 5-minute window.

I can't see a facility​

Symptoms: You search for a facility but it does not appear in the search results, or a facility you previously visited is no longer visible.

Cause: Facilities are only visible to players when they are in ACTIVE status. If a facility is in DRAFT status (still being set up), INACTIVE status (temporarily deactivated by the admin), or SUSPENDED status (suspended by a platform admin), it will not appear in search results or be accessible to players.

Solution:

  1. If you previously had access to the facility, it may have been temporarily deactivated or suspended. Contact the facility admin directly using any contact information you have on file.
  2. If you are searching for a new facility, double-check the spelling of the facility name and ensure you are searching in the correct location.
  3. If you are a facility admin and your facility is not visible, check your facility status in the admin dashboard. Ensure it is set to ACTIVE and that the setup process has been completed (resources added, operating hours configured, facility published).

My child can't create an account​

Symptoms: Your child tries to sign up for SlotBase but is unable to complete the registration process, or receives an error about age restrictions.

Cause: SlotBase enforces minor signup policies that vary by facility. Children under 13 typically cannot self-register and must be added by a parent. Children aged 13 to 17 may or may not be allowed to self-register depending on the facility's configuration. These policies exist to comply with child safety regulations.

Solution:

  1. If your child is under 13, create a parent account (or use your existing one) and add your child from the Family section of your parent dashboard. Enter their name, date of birth, and other details.
  2. If your child is between 13 and 17, check whether the specific facility allows minor self-registration. If not, add them through your parent account.
  3. Once added as a child account, you can book sessions, register for events, and enroll in programs on their behalf.
  4. If your child is 18 or older, they should be able to create a standard adult account without restrictions.

Payment is showing as pending​

Symptoms: You made a payment but it still shows as "Pending" in your account or on your booking.

Cause: The reason depends on the payment method. For offline payments (cash, check, Venmo, Zelle, etc.), the payment must be manually verified and recorded by the facility admin before it is marked as paid. For online payments processed through Stripe, there may be a brief processing delay, or the payment may have failed due to insufficient funds or a declined card.

Solution:

  1. For offline payments: Contact the facility admin and confirm that they have received your payment. Once the admin records the payment in SlotBase, your status will update to PAID.
  2. For online payments: Check your bank or credit card statement to see if the charge went through. If the payment was declined, try again with a different payment method.
  3. Allow a few minutes for processing. Online payments typically confirm within seconds, but occasional delays can occur.
  4. If the issue persists, contact the facility admin or SlotBase support for assistance.

I was charged a no-show fee​

Symptoms: You see an unexpected charge on your account labeled as a no-show fee.

Cause: Facilities may configure no-show fees for players who do not attend their confirmed bookings and do not cancel in advance. When a facility admin or the system marks your booking as a NO_SHOW, the associated fee is automatically applied to your account. No-show policies are set by the individual facility.

Solution:

  1. Review the booking in question. Check your booking history to see which session was marked as a no-show.
  2. If you believe the no-show was recorded in error (e.g., you did attend but were not checked in), contact the facility admin to dispute the charge. The admin can update the booking status and remove the fee.
  3. To avoid future no-show fees, always cancel your bookings in advance if you cannot attend. Check the facility's cancellation policy for the required notice period.
  4. If the charge is valid, the fee will appear on your next invoice or be charged to your payment method on file.

My recurring booking has conflicts​

Symptoms: Some instances of your recurring booking were not created, or you received a notification about scheduling conflicts for certain dates.

Cause: When a recurring booking is created, SlotBase generates individual instances for each occurrence. However, some instances may conflict with existing bookings, events, maintenance windows, or facility closures (holidays) on specific dates. These conflicts prevent those particular instances from being booked, while the rest of the series is created normally.

Solution:

  1. Review the list of conflicting dates provided when the recurring booking was created. These dates were skipped due to existing reservations or closures.
  2. For each conflicting date, check the calendar to see what is occupying the slot. It may be another booking, an event, or a holiday closure.
  3. Contact the facility admin if you need help resolving conflicts. The admin can move or cancel conflicting bookings if appropriate.
  4. Consider booking the conflicting dates individually on alternative time slots or resources once the conflicts are resolved.

I can't find the calendar​

Symptoms: You are looking for the calendar view but cannot locate it in the interface.

Cause: The calendar is located within role-specific dashboards and may not be immediately visible if you are not in the correct section of the application. The calendar location differs between the player dashboard, coach dashboard, and facility admin dashboard.

Solution:

  1. For players: Log in and navigate to your player dashboard. Look for a Calendar or Schedule link in the sidebar navigation. Your calendar shows upcoming bookings, event registrations, and program sessions.
  2. For coaches: Access the coach dashboard from the sidebar. The calendar shows your coaching blocks, upcoming lessons, and schedule.
  3. For facility admins: Open the facility admin dashboard. The calendar is accessible from the sidebar and provides a facility-wide view of all bookings and events across all resources.
  4. If you have multiple roles, make sure you are viewing the correct dashboard for the calendar you need. Use the role selector in the sidebar to switch between views.

Coach block not showing for players​

Symptoms: A coach has created availability blocks, but players cannot see them when trying to book a lesson.

Cause: Coach blocks must go through an approval process before they become visible to players. If a block is still in a PENDING status (awaiting facility admin approval), or if the block has been REJECTED, it will not appear in the player-facing booking interface. Additionally, the coach's affiliation with the facility must be ACTIVE.

Solution:

  1. For coaches: Check the status of your blocks in your coach dashboard. If a block shows as PENDING, it is waiting for facility admin approval. Contact the facility admin to request approval.
  2. For facility admins: Navigate to the Coach Blocks section in your admin dashboard. Review pending blocks and approve or reject them. Approved blocks become immediately visible to players.
  3. Verify that the coach's affiliation with the facility is ACTIVE. If the affiliation is PENDING, INACTIVE, or TERMINATED, the coach's blocks will not be visible regardless of their individual approval status.
  4. Ensure the block's date and time fall within the facility's operating hours and that the assigned resource is active.

Symptoms: You received an email or in-app notification about a booking, event, or program, but you cannot find it in your dashboard.

Cause: The item referenced in the notification may have been cancelled, modified, or removed after the notification was sent. Notifications are generated at a point in time, and the underlying data may have changed since then. It is also possible the item is in a different section of your dashboard than where you are looking.

Solution:

  1. Check all sections of your dashboard, including bookings, events, programs, and invoices. The item may be in a section you did not initially check.
  2. If the item was cancelled (by you, the admin, or the coach), it may appear in a "Past" or "Cancelled" filter rather than the default active view. Look for filter options to show cancelled or past items.
  3. If you still cannot find the item, contact the facility admin with the details from the notification (date, time, resource) for clarification.

I can't log in to my account​

Symptoms: You enter your email and password but receive an error, or the login page does not respond.

Cause: Login issues can be caused by incorrect credentials, an unverified email address, a locked account, or a temporary service disruption. If you recently created your account, you may need to verify your email before logging in.

Solution:

  1. Double-check that you are entering the correct email address and password. Passwords are case-sensitive.
  2. If you have forgotten your password, click Forgot Password on the login page and follow the instructions to reset it via email.
  3. Check your email inbox (including spam/junk folders) for a verification email if you recently created your account. You must verify your email before logging in.
  4. Clear your browser cache and cookies, or try logging in from a different browser or device.
  5. If the problem persists, contact support at support@slotbase.cloud.