Resolve event scheduling and booking conflicts

Resolve event scheduling and booking conflicts

Events are showing at the wrong time, participants cannot book sessions, or your calendar is not syncing. Here is how to identify and fix common scheduling issues.

Possible causes

1. Timezone mismatch between you and participants

Events in upcoach are stored in UTC and displayed in each user’s local timezone. When you create an event, you select a timezone for the event — this is typically your own timezone. Participants then see the event converted to their timezone.

Problems occur when the timezone set on the event does not match your actual location, or when participants have not set their own timezone in their profile.

How to fix it:

  1. When creating an event, confirm the timezone shown is correct before saving. The event time is interpreted in this timezone and then converted to UTC.
  2. Ask participants to update their timezone in their profile settings. If no timezone is set, the system falls back to the organization timezone or UTC.
  3. For recurring event series, remember that daylight saving time (DST) transitions can shift event times. upcoach tracks DST status when creating events, but participants in different DST regions may see a one-hour shift during transition periods.

2. Calendar not connected

Calendar sync (Google Calendar or Microsoft Outlook) requires an active connection. If the calendar is not connected, events you create in upcoach will not appear in your external calendar, and availability checks for one-on-one booking will not work.

How to fix it:

  1. Open your profile or account settings and check the Calendar connection section.
  2. If no calendar is connected, follow the prompts to connect Google Calendar or Microsoft Outlook.
  3. If the connection shows an error, disconnect and reconnect it. Token expiration or permission changes can break an existing connection.
  4. After reconnecting, test the connection to confirm it is active.

3. Availability not set for one-on-one booking

One-on-one booking requires a schedule with defined availability windows. Each schedule has weekly hours (which days and time slots you are available), a session duration, and a minimum notice period. If no availability is set, or if the schedule is turned off, participants will see no bookable time slots.

How to fix it:

  1. Open the Events app settings in your program and check your schedules.
  2. Verify the schedule is active (turned on).
  3. Review the weekly hours — make sure you have open time slots on the days you want to accept bookings.
  4. Check the date range setting, which controls how far in advance participants can book.
  5. Confirm the minimum notice period is not set too high — if it requires too much lead time, near-term slots will not appear as available.

See Set up one-on-one booking for a full walkthrough.

4. Recurring event conflicts

When creating a recurring event series, upcoach generates individual events for each occurrence. If you edit one event in a series, the change applies only to that event — not the entire series. This can lead to confusion if some events have different times or settings than others.

How to fix it:

  1. Open the event series from your Events app or calendar view.
  2. Check whether the specific event that seems wrong was individually edited after creation.
  3. If you need consistent timing across all events, consider deleting the affected events and recreating the series.
  4. For series that span a DST transition, some events may appear one hour earlier or later than expected. This is normal behavior caused by the clock change.

For one-on-one booking, participants need access to the session package within your program. If the package is not attached to any content in the program, or if it has expired, participants will not be able to book.

How to fix it:

  1. Confirm the session package is attached to a section or module in the program so participants can find the booking button.
  2. Check the package expiration date — if it has passed, participants will see a “No availability” message.
  3. Verify the session package visibility is set correctly. Packages can be visible to all space members or scoped to specific groups.
  4. Confirm the participant has not already used all their allotted sessions. Each package defines a maximum number of sessions per participant.

See Set up one-on-one booking for package configuration details.

Still not working?

If you are still experiencing scheduling issues, contact support with:

  • The event or session package name
  • The affected participant’s email address
  • The expected vs. actual event time (with timezones)
  • Whether the issue is with event display, calendar sync, or booking availability