Troubleshooting

Find your symptom, then work down the list of likely causes.

Customers can’t see or book a session

Work through these in order:

1. Is there an enabled ticket on the slot? Open Tickets. A slot only goes on sale once an enabled ticket is attached to it. A ticket flagged “No slots – can’t be booked” needs a slot.
2. Is the slot active? In Slots, an Inactive slot’s future dates are removed.
3. Is there a closure? Check Closures for that date.
4. Is it beyond the calendar? The booking calendar shows only the number of months set in Account settings, and sessions are created about 90 days ahead.
5. Is the day on the slot’s date range? A slot limited to “between certain dates” isn’t offered outside them.
6. Is it fully booked? The calendar shows full days in red.

A customer says they paid but there’s no booking

1. Search by their email under Customers, and look at the booking’s status.
2. A Pending booking hasn’t received its payment yet. It’s held for 15 minutes.
3. An Expired booking means they didn’t finish in time. If a payment still arrives after expiry, the system refunds it automatically.
4. Check the payment in your Stripe dashboard. If it succeeded and the booking is neither Confirmed nor refunded, contact whoever maintains your system.

Customers can’t pay

• Is a Stripe account connected, and does it say Accepting payments: Yes? See Payments.
• Does the page say “Not available yet”? The system’s Stripe settings are missing. This needs whoever maintains your system.

Emails aren’t arriving

1. Open Email settings. Is the provider set to Don’t send?
2. Use Send a test email to your own address. If it fails, the message says why, so check the host, port, username, password or API key.
3. Check spam. A “From email” on a domain your provider hasn’t verified is often filtered.
4. Check the template under Email templates. A customised template may be missing something.
5. Reminder emails are not sent by the current version, even though a template exists.

A customer didn’t get their waiver email

• A waiver is only emailed when a booking is paid, and only if one has been set up under Account > Waiver.
• It goes to adults who haven’t signed. Minors don’t get one.
• Open their customer page and choose Send waiver email or Resend waiver email.
• Events marked Waiver not required don’t send one.
• If the system’s public booking address hasn’t been configured, waiver emails can’t be sent. This needs whoever maintains your system.

A booking isn’t in Check in

Check in only lists Confirmed bookings for today. Look it up under Bookings: it may be Pending, for another day, or cancelled.

I can’t see a menu item

Your role decides what you see. See Roles and permissions and ask an administrator.

I can’t sign in

See Signing in.

A season pass wasn’t applied

• The pass applies only when the customer books with the same email address they bought it with.
• It must be valid on the date of the session and cover a ticket in the basket.
• It covers the holder’s own place only, never other riders.
• It never covers events.
• It must be paid: a pass awaiting payment does nothing.

A voucher didn’t work

• Is it Enabled, and not past its expiry date?
• Has a single use voucher already been used?
• Has this customer already used a single use per customer voucher?
• Is it limited to certain tickets, or excluded for events?
• In the shop, is Allow for merchandise ticked?

Still stuck?

Note the booking reference or order number, and what you expected to happen. Then contact whoever hosts or maintains your Gravity Pass system. Check the audit log first to see what has changed recently.