If individual treatments or dates aren't showing availability, you should always begin by carefully checking that Premier is configured correctly. More often than not, there is a mistake in the Premier setup which is causing the issue. I would recommend following our article: Checklist: Making Treatments Bookable via ecommerce platform
If the treatment can be manually booked in Premier, but has no availability in ecommerce platform you need to check if the treatment and assigned staff are all web-bookable.
There are no 'web bookable' staff available - (Staff Activation)
The treatment isn't 'web bookable' - (Appointment Activation)
If the treatment cannot be manually booked in Premier or ecommerce platform check the below steps:
Columns may need extending - (Extending Columns)
Allocated staff don't have rotas set - (Staff Activation)
No staff allocated - (Appointment Activation)
There are either no rooms and/or staff available - (Appointment Activation)
The diary is full / doesn't have slots of the necessary length available
If you find that sometimes availability displays and sometimes it doesn't, this is usually due to the requested data not being delivered to ecommerce platform in a timely fashion (10 seconds).
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 standards for hardware recommended by the Premier team, please contact the team for the most up-to-date recommendation.
Back-ups or some other operation/software is running during the day on the server which is using up the processing power.
Your server needs rebooting.
Incorrectly setup time band in Premier
Connection to the proxy server requires resetting
If availability has been working successfully for treatments and spa days, and suddenly stops for all, this could be because:
The password to connect to the Premier API has expired on your server.
The connection to the API is being refused.
Your Premier integration has gone down.
Please report this to our support team at support@journey.travel and we will look into this further for you.
To help the troubleshooting process with Journey and Premier, please check for patterns.
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 that you can provide our support teams when raising issues, the quicker we can identify and resolve the issue for you.