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Individual / Block Activities – Troubleshooting

This guide is relevant when a provider or parent is experiencing issues with how an individual or block activity is behaving — such as unexpected waitlisting, booking problems, or add-ons not displaying correctly at checkout. Use this guide to troubleshoot common configuration issues related to individual and block activity settings.

Individual / Block Activities – Troubleshooting

Customers are being sent to the waitlist when trying to book

This is usually caused by one of the following:

Insufficient capacity set for the relevant dates Navigate to the capacity page for the activity and check all months — not just the current one. If capacity hasn't been set for the dates the customer is trying to book, they will be pushed to the waitlist automatically. Increase the capacity for the affected dates to resolve this.

A ticket is not assigned to a schedule If a ticket exists but hasn't been linked to a schedule, customers won't be able to use it to complete a booking. Go to the specific activity's settings, open the Tickets tab, and check that every ticket is assigned to at least one schedule. Assign any unlinked tickets to the correct schedule(s) to resolve this.

Ticket availability is set to a future date rather than always available The ticket may be configured to only go on sale from a specific date and time. In the activity's ticket settings, scroll to "Choose when the ticket goes on sale" and check whether this has been set to a future date. If so, either update this to make the ticket immediately available, or advise the provider to wait until the configured date if the restriction is intentional.

 

An add-on isn't appearing at checkout or isn't available for specific activity dates

This is almost always because the add-on hasn't been assigned to a specific schedule.

To fix this:

  1. Edit the activity and navigate to the Add-ons tab
  2. Click the pencil icon next to the relevant add-on to open its settings
  3. Under "Pricing and per session", click the blue "Customise availability" link
  4. Select all relevant terms from the dropdown, and make sure all the dates you want the add-on to be available for are selected
  5. Save your changes — the add-on should now appear at checkout for those dates