The 'Appointment Code' should be active, ticked as web bookable, have a start date in the past or no start date at all and have no end date set - (Appointment Activation)
Staff should be allocated to the appointment code - (Appointment Activation)
A room or facility should be assigned depending on the option initially selected - (Appointment Activation)
Staff should be web bookable, and have a valid rota set - (Staff activation)
Columns should not require extending - (How to extend columns)
A promotional pricing code has been applied - (How to apply Promotional Pricing)
If you have recently been gone live with our ecommerce platform, we also recommend checking that Automatic Reservation References is enabled (Enabling automatic reservation references is enabled)
You do not have an availability rule blocking out the days/times you are looking at - (Creating availability rules)
The treatment is published and visible to the public - (Setting a treatment up for sale)
If you find that sometimes availability is displayed and sometimes it isn’t, it is usually due to the requested data not being delivered to our ecommerce platform in a timely fashion.
If the internet connection to your network is fast enough and has enough bandwidth to meet the requirements.
If there is too much internet traffic on your network.
If your server doesn't meet the minimum hardware standards recommended by our EMS team, please contact our team for the most up-to-date recommendation.
If back-ups or other operations/software is running during the day on the server which is using up the processing power.
If your server needs rebooting.
If your connection to the proxy server requires resetting
If you are on Cloud or if the above step does not resolve the availability error on your storefront, please contact our support team via live chat at support.journey.travel so we can investigate this as a priority.
If an item cannot be added to the basket on your storefront, it is usually due to Promotional Pricing not being set up for the item in Premier.
Follow the steps in this article to check that Promotional Pricing is set correctly for the treatment and any extras (that can be added to the reservation e.g. Glass of Prosecco) - (How to apply Promotional Pricing)
Please reach out to our support team if the issue persists with a specific example that we can investigate further. E.g. The spa item that errored, the date you were trying to make the booking for and when the error occurred on your computer.
If availability has been working successfully for treatments and spa days, and suddenly stops for all and you are not on Cloud, please complete the following:
Please ask your IT Team to restart your Premier API services, as outlined here - (No availability after reboot)
Or if the connection to the API is being refused.
If you are on Cloud or if the above step does not resolve the availability error on your storefront, please contact our support team via live chat at support.journey.travel so we can investigate this as a priority.
To aid the troubleshooting process with Journey please check for patterns and note these down to provide to us.
Time of day - please make a note of the time of the outage and how long.
URL - which page/URL has the issues, is it random or always the same treatments/spa days?
Frequency - how regularly does the issue occur?
The more information you can provide our support teams when raising issues, the quicker we can identify and resolve the issue for you.
To troubleshoot Spa Days [Packages] please click here.