---
title: "Troubleshooting"
description: "Fixes for the most common problems: missing sessions, payments, email, sign-in and check-in."
---

> Documentation Index
> Fetch the complete documentation index at: http://localhost:4321/llms.txt
> Use this file to discover all available pages before exploring further.

# 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](/selling/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](/selling/slots), an **Inactive** slot's future dates are removed.
3. **Is there a closure?** Check [Closures](/selling/closures) for that date.
4. **Is it beyond the calendar?** The booking calendar shows only the number of months set in [Account settings](/setup/account-settings#bookings), 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](/daily/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](/setup/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](/setup/email). 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](/setup/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](/daily/customers) 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](/daily/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](/reference/roles-and-permissions) and ask an administrator.

## I can't sign in

See [Signing in](/getting-started/signing-in#if-you-cant-get-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](/compliance/audit-log) first to see what has changed recently.

Source: http://localhost:4321/reference/troubleshooting/index.mdx