Troubleshooting

Most issues are one of a handful of things. This page lists the messages you or your visitors might see and what each one actually means, using WhenTap's real wording.

The widget could not load the service. Usually the service was deleted, or the Div points at the wrong service id. Copy the attribute value again from Embed.

Check these in order:

WhenTap is added to the site. On Embed, step 1 says "On the site". If not, click Add to site.
The site was published after adding WhenTap and after placing the Div. Webflow applies scripts only when you publish.
The attribute is exact. Its name is data-whentap-service and its value is the id from the Embed page, with no spaces. When it is not, the browser console shows a WhenTap message saying so.
You are looking at the published page. The Designer canvas does not run site scripts.

The business is not taking online bookings at the moment. One of:

the free trial ended without a plan (pick one in Billing, see Billing & plans),
the site is paused (resume it from the site menu, see Team & permissions).

"This business can't take more online bookings this month."

The account reached its plan's monthly booking number. It resets at the start of next month (UTC), or upgrade in Billing.

"No one is available to take this booking yet."

The site has no staff at all who can take the booking. Add a staff member and give them hours. See Services, staff & availability.

No times appear, or "No times left on this day."

Availability is real, so if a day is empty, something is genuinely blocking it. Work through:

the staff member's weekly hours do not cover that day,
a day off or override blocks that date,
the slot is inside the service's minimum notice window (too soon) or beyond its bookable window (too far out),
buffers or an existing booking fill the gap,
a connected calendar shows the staff member as busy then.

A visitor cannot finish a "we come to you" booking

They will see "Please enter the address we should come to." A "we come to you" location requires the visitor's address before the booking can complete. See Locations.

"That time was just taken. Please pick another."

Someone booked that slot a moment before. In the widget the times reload and the visitor picks another; on the manage page the customer sees "That time was just taken. Please pick another." WhenTap never double-books, so nothing is wrong.

A customer cannot change their booking online

Manage links are tied to a specific booking. Customers can change it only while it is confirmed, upcoming, and outside the service's cancellation cutoff (24 hours before by default). Inside the cutoff the page says "It is too close to the start to change this booking online." A cancelled, completed or past booking shows "This booking can no longer be changed online." You can always change it yourself from the panel. See Reschedule & cancel.

Payment is not being taken

A paid service only charges when three things are true: it is marked payment-required, it has a price above zero, and your Stripe is connected. If any is missing, the booking simply confirms for free. See Taking payments with Stripe.

Bookings are not appearing in my Webflow CMS

Write-back is off or unconfigured. Turn it on and pick a Collection in the CMS panel.
The items are drafts. Write-back creates draft items; publish them in Webflow when you want them live.
The site is paused or its access needs restoring, WhenTap does not write while a site is paused.

See Booking write-back to your CMS.

Bookings are not landing on my calendar

The staff member's calendar is not connected, or its access was revoked on the provider's side. Reconnect it from the staff member's availability panel. A calendar that is briefly unreachable is skipped and does not block the booking. See Connecting Google & Outlook.

A refund failed

The booking shows refund failed and you got an email. Stripe refused the automatic refund (often because Stripe was disconnected from the site, or the balance could not cover it). Refund the customer from your Stripe dashboard. The booking itself is cancelled.

A site needs reconnecting

If Webflow revokes access (for example you removed WhenTap in Webflow), the site shows as needing its connection restored and CMS syncing stops. The booking widget keeps working. Resuming reuses the stored connection where it can; only a truly revoked token sends you back through the one-click Webflow connect. See Team & permissions.

Edits in my Webflow CMS do not reach WhenTap

Open the site menu, choose the dots next to the site, then Re-sync. WhenTap puts its webhooks on the site fresh and re-reads every connected Collection. WhenTap also re-reads them every fifteen minutes on its own. A paused site, or an account without an active plan, is not synced.

Still stuck?

Head to Support with your site URL and, if it is about one booking, the customer's name and the time. That is usually all we need to find it.