Online bookings not appearing after an update
Applies to: practices using online patient booking with the Lanas appointment book.
Symptoms
- Patients receive booking confirmation texts or emails, but the appointments don't appear in the appointment book.
- Bookings made at the front desk appear as normal.
- The problem started straight after a software update.
Cause
The Online Bookings integration didn't reconnect after the update. New online bookings are held until the connection is restored.
Fix
- Sign in with a practice admin account.
- Go to Settings > Integrations.
- Find Online Bookings. If it shows Disconnected with a red warning icon, click Reconnect.
- Sign in again when prompted. The status should change to Connected.
Reconnecting fixes bookings made from that point on. Bookings made while the integration was disconnected need to be replayed by Lanas support.
Bookings made while disconnected
- Contact support by chat, callback or phone and quote your practice ID.
- Support raises a priority resync ticket for the period the integration was disconnected. The integrations team aims to complete a resync within one hour.
- While you wait, ask support for a list of the day's online bookings so your front desk can work from it.
Still not working?
If the status won't change to Connected, or bookings still don't appear an hour after the resync, contact support and mention this article.