Common Errors

This error appears when a customer tries to book a paid experience and your Stripe account is not connected or not yet verified.

Solution: Go to Settings > Payments and click Connect Stripe Account. Complete the Stripe onboarding flow including identity verification and bank account setup. Once your Stripe status shows Active, paid bookings will work.

This error blocks checkout because sales tax has not been set up. Tax configuration is required before accepting any paid bookings.

Solution: Go to Revenue > Sales Tax and complete the setup: enter your head office address, select a tax code, add at least one state registration, and verify the status shows Tax Active.

This message appears on the public booking page when there are no bookable time slots for the selected date. This can mean the experience does not have an availability schedule configured, all slots are full, or the date is a blackout date.

Solution: Go to Admin > Schedule and create an availability template with your business hours. Assign the template to the experience and verify that time slots are being generated. Check for blackout dates that may be blocking the selected date.

A generic booking failure can occur for several reasons. Try the following steps to resolve:

• Ask the customer to try a different credit or debit card
• Clear the cart and start the booking process over
• Check the browser console for specific error details (open browser developer tools with F12)
• Verify that Stripe is connected and tax is configured
• Ensure the time slot still has available capacity

If the issue persists after these steps, contact your BookingXi team with the details of the error.

If a customer reports not receiving a booking confirmation or other automated email:

• Ask the customer to check their spam or junk folder
• Verify the correct email address is on file in the booking details
• Go to Admin > Email Templates and confirm the relevant template is enabled
• If using custom SMTP, verify the SMTP settings are correct in Admin > Settings > Email Sending

If you encounter an error not listed here, or if the suggested solutions do not resolve the issue, contact your BookingXi team. Include the following information to help them diagnose the problem quickly:

• The exact error message or behavior you are seeing
• Steps to reproduce the issue
• The browser and device being used
• Screenshots if possible
• The booking confirmation code (if related to a specific booking)