Simple PTA FAQs

Navigate to Global Setup / Business page
At the top of the page, select Business Settings / Business Address / Business Name.
Here, you can edit the account name.

Please note: The name change will not be visible immediately. You must log out completely and then log back in to see the updated name.

Administrators

Can I have multiple administrators on my account?

You can set up any number of users with Administrative access. To do so, you would go to the Contacts page, select the Add > Admin... button, and then fill in the user information on the Add New Contact form. For a full-powered administrator in the Admin Level pull-down, select Administrator.

Administrators

I'm getting the message "email address already exists, can't create doubles" when I add a teacher email address. What does this mean?

This means that the teacher's email address you added already exists with an account in pickAtime. In the Contacts page, search for the email address by entering it in the email box and pressing search. You should see that the teacher's email address already has an account in your Contacts.

Administrators

What Administrative Access levels are there?

Appointment Viewer - allows a contact to view the appointments made. Teachers are generally assigned only this access.

Appointment Maker - allows a contact to make appointments in the Admin tool, but not change any settings on the account.

Resource Administrator - allows a contact to have administrative access to specific resources (teachers). This would give the contact the ability to edit the schedule for the resource.

Event Administrator - allows a contact to have administrative access to the entire event. Administrator - allows a contact to have full administrative access to the entire account.

Admin UI

Why is the Appointments List red?

A "Problem Appointment" occurs when a registration is placed on hold because it no longer fits the current event configuration. When this happens, a red exclamation mark (!) will appear next to the Appointments List section on the sidebar, and the specific entry will be highlighted in red.

Common Causes

Problem appointments are typically created when changes are made to the schedule after bookings have already occurred. For example:

Deleted Slots: If you remove a time slot that already had a participant registered, the appointment is not automatically deleted. Instead, it is flagged as a "Problem" for you to resolve.
Resource Changes: Modifying teacher availability or roster limits while the scheduler is live can sometimes trigger these alerts.
Conflicting Admin Actions: A problem is triggered if an administrator (or teacher) manually books an appointment for a parent who has already successfully booked a slot themselves.

How to Resolve

When you see a red exclamation mark in the sidebar:

Click on the Appointments List tab.
Locate the rows highlighted in red.
Decide the Action: You must manually choose to either delete the appointment, move the participant to a new available slot, or "Confirm" the slot to clear the flag.

For a full breakdown of specific scenarios and recovery steps, please refer to the dedicated Problem Appointments page in this manual.

Admin UI

On the Appointments List page I noticed orange appointments with the status 'Customer is creating this appointment'. What do we need to fix these?

If you see appointments highlighted in orange on the Appointments List page, it indicates that a parent is currently in the middle of the booking process.

What do these mean?

In-Progress Status: The parent has selected the time slot but has not yet clicked the final "Create Appointment" or "Register" button.
Safety Lock: These slots are temporarily reserved so that other parents (and administrators) do not attempt to book the same time while the current user is filling out their information.
Restricted Actions: To prevent data errors, orange appointments cannot be manually deleted or selected for bulk email notifications while in this state.

How to "Fix" Them

In most cases, no manual intervention is required from the administrator.

Automatic Confirmation: Once the parent completes the process, the orange status will disappear, and the appointment will turn into a standard confirmed booking.
Automatic Cleanup: If a user abandons their session or remains inactive for an extended period without finishing, the system will automatically expire the "hold" and release the slot back to the public.

Benefits for Administrators

This feature is particularly helpful if you are manually booking appointments for parents via the Admin UI. By seeing these orange indicators, you can avoid selecting time slots that are seconds away from being finalized by a customer, preventing scheduling conflicts before they happen.

Admin UI

How do I sort my teacher roster?

You can reorganize the teacher list on the Appointments page to follow a specific alphabetical order.

How to Apply the Sort

Navigate to the Appointments page.
Locate the Teachers dropdown menu at the top.
Select the Sort Teachers option. The list will immediately refresh to follow your account's default naming convention.

Changing the Sort Logic

The system sorts teachers based on the global naming preference set for your entire account. If you want to change whether they are sorted by First Name or Last Name, you must adjust the global settings:

Navigate to the Global Setup / Business page.
Locate the Account Level Display Options section.
Find the Display Contact Name as a setting.
Choose your preferred format:
- Last, First (Recommended for large schools)
- First Last

Once you update this setting and return to the Appointments page to "Sort Teachers" again, the roster will reflect your new preference.

Admin UI

Every time I change the Open scheduler to customers on one of my events, it changes this on my other events? Why are my events connected?

How to Separate Your Event Settings

To ensure that changes made to one event - such as the "Open scheduler to customers" date - do not affect your other events, follow these steps to disable propagation:

Navigate to the Events / Preview page.
Click the Event Settings button.
Locate the Propagator Mode section.
Find the setting labeled Propagate Changes to:.
Change the selection from All events of this type to Only current event.

What is Propagator Mode?

All events of this type: When this is selected, the system assumes you want a "global" configuration. Any change to a date, message, or setting on one event is instantly "pushed" to every other event of that same type.
Only current event: This "unlinks" the events. It allows you to have different opening dates, different email notifications, and different rules for every individual event you create.

Pro-Tip If you have a group of events that should stay connected (for example, three different "Summer Camp" sessions) but one event that needs to be different (like "Staff Training"), keep the propagator on while you set up the camps, then switch it to Only current event before you begin configuring the specific details for the staff event.

Admin UI

Is there a way to allow my parents to only see a certain event on our account?

Yes, you can use the Category Sort option to control what is seen and how it is seen on your account.

Appointments

I would like to offer Virtual appointments for part of the day (e.g., morning/early afternoon) and In-Person appointments for another part of the day (e.g., evening). Can I set that up?

Yes, you can absolutely achieve this. Create separate time slots for each appointment type:

Use the "Virtual" slot appointment type for the morning or early afternoon hours.
Use the "In-Person" slot appointment type for the evening hours.

Appointments

A participant accidentally booked an In-Person appointment but needs a Virtual one. How can we change the appointment type?

You can easily swap the appointment format without having to cancel and rebook the entire slot. This ensures the participant keeps their original time while updating the meeting instructions.

Option 1: The Participant (Self-Service)

If the scheduling window is still open, the parent can make this change themselves from any device:

Log in to the Online Scheduler.
Go to the My Appointments page (found in the sidebar on desktop or the three-bar menu on mobile).
Locate the specific appointment and click Edit.
Use the dropdown menu to change the Appointment Type from "In-Person" to "Virtual" (or vice versa).
Click Ok.

Option 2: The Administrator (Direct Edit)

As an admin, you can override this directly from the management console:

From the Admin UI, open the specific event.
Go to the Appointments tab and locate the teacher (resource) and the time slot in question.
Select the Booked Appointment, then select the Edit Appointment button.
Locate the Appointment Type field and select the new format.
Click Ok to update the record.

Appointments

I want to change all booked appointments from In-Person to Virtual (or vice versa). How can I do this?

If your meeting format changes for the entire day or a specific time block, the most efficient way to perform a "bulk transition" is by using the Slot Updater; you don't have to edit individual registrations one by one.

In the Admin UI:

Open the event.
On the Event Management page, select the date on the Calendar where you are going to update slots.
Click Slots / Update Slots.
In the Slot Updater pop-up:
- Set the desired time range.
- Choose the new Appointment type from the drop-down.
- Click OK.
A confirmation message will appear, informing you how many existing appointments will be updated.
Click OK to proceed. All affected appointments will be updated to the new type.

Appointments

I have a current event set on the site, but the date needs to be changed. Is there a way to update the date, but keep the existing appointments?

Yes, you can move your entire schedule - including the existing appointments - to a new date without losing any data.

Moving Slots and Appointments to a New Date

To shift your schedule to a different day, follow these steps:

1. Access the Move Tool

In the Admin UI, open the event.
On the calendar located on the left-hand side, click the original date that currently contains your slots.
Click the Slots > Move Slots button.

2. Set the Destination

A window will appear asking where you want to move the slots. Select the new date from the calendar picker.
Notifications: You will be given the option to automatically send an email notifying all participants that their appointment has been moved to the new date.

3. Update the Event Configuration

Moving the slots updates the calendar, but it does not automatically update the descriptive labels for your event.

Navigate to the Event/Preview page.
Manually update the Date field to reflect the new schedule. This ensures that the correct date appears on the landing page and in the parent-facing view.

Appointments List

Why is the Appointments List red?

When the Appointments List tab in the sidebar includes a red exclamation mark (!), the system is flagging specific registrations that require administrative intervention. These appointments are effectively in "limbo" and will not be managed correctly by the system until you resolve them.

Common Causes

Problem appointments are typically triggered by manual changes to the schedule or conflicting data. The most common reasons include:

Deleted Slots: If you delete a time slot that already has a participant booked, the system doesn't delete the person—it turns the appointment red so you can decide where to move them.
Duplicate Bookings (Admin Action): If an administrator or teacher manually books a parent into a slot, but that parent has already booked another appointment themselves, a conflict is created.
Resource/Event Changes: If you change a teacher's availability or modify event settings while the scheduler is active, existing bookings that no longer "fit" the new rules are flagged.

How to Fix Red Appointments

To clear the red alert and fix the records:

Navigate to the Appointments List tab.
Look for the specific rows highlighted in red.
Take Action: Click on the appointment to choose a resolution:
- Delete: Remove the orphaned or duplicate registration.
- Move: Reassign the participant to a new, valid time slot.
- Confirm: If the appointment is actually correct, you can manually "confirm" it to clear the red flag.

Note: For a full list of every possible scenario and step-by-step recovery instructions, please refer to the dedicated Problem Appointments page in your documentation.

Canceled Appointments

Can I see a list of Canceled Appointments for a teacher?

Yes, you can generate a detailed log of all cancellations to track changes for a specific teacher or your entire account.

How to Access the Cancelled Appointments Report

To see which appointments were removed and who cancelled them, follow these steps:

Navigate to the Reports > Account Reports section of the Admin UI.
Choose the Cancelled Appointments report from the dropdown menu.

What Information is Included?

This report provides a comprehensive audit trail, including:

The Appointment Details: The original date and time of the booking.
Cancellation Timestamp: Exactly when the appointment was cancelled.
The Actor: The email address of the person who performed the cancellation (this helps you identify if the parent canceled it themselves or if it was done by an administrator).

Filtering for a Specific Teacher

If you have a large number of resources and only want to see cancellations for one specific teacher:

Once the report is generated, use the Export to CSV option.
Open the file in Excel or Google Sheets.
Use the Filter tool on the "Teacher" or "Resource" column to isolate the records you need.

Pro-Tip: Monitoring Account Health

If you notice an unusual spike in cancellations, you can cross-reference this report with the Log tab found within an individual’s contact record (under the Contacts tab). This will show you the full history of emails and actions associated with that specific participant.

Contacts

Why are the contacts different colors?

The color coding in your contact list is a visual shorthand to help you quickly identify the status and health of your user database.

When viewing your Contacts tab, names will appear in one of three colors:

Black: Active Users

Meaning: This person has successfully logged into the online scheduler at least once and has set up or "taken ownership" of their account.
Status: These are standard, verified records.

Blue: Unverified/Pre-loaded Users

Meaning: This contact was likely added by an administrator or imported from a list, but the person has not yet logged in.
Status: The account is waiting for the user to access it for the first time and set their password.

Red: Problem Accounts (Action Required)

Meaning: This indicates a data conflict that needs your attention.
Most Common Cause: The email address associated with this contact is a duplicate. The system flags these in red because duplicate emails can cause login errors or lead to appointments being linked to the wrong person.
How to Fix: Search for the email address in your contacts. You will likely see two entries. Review the information and delete the incorrect or duplicate record to clear the red flag.

Data Files

How do I create a tab delimited text file?

Depending on which spreadsheet software you are using, follow the steps below to save your file in the correct format.

Using Microsoft Excel

Using Google Sheets

Data Files

My teacher (student) names were reversed when I imported them. I had the Last Name in the First Name column and vice versa.

This is a common issue during the initial setup, but fortunately, it is very easy to fix without creating duplicate records. Since the system uses the Student ID (or unique identifier) to recognize users, it will simply overwrite the existing names with the corrected versions.

How to Fix Reversed Names

To correct the name order for your entire roster, follow these steps:

1. Correct Your Source File

Open your original spreadsheet (Excel or Google Sheets).
Swap the First Name and Last Name columns so they are in the correct positions.
Ensure your Student IDs (or email addresses, depending on your account setup) remain unchanged.

2. Re-Import the File

Navigate to the Import section in your Admin UI.
Select your corrected file and proceed with the import process as you did previously.

Emails

How can I view any emails that have been sent?

You can track communication history for specific individuals by accessing their activity log. This is the most reliable way to verify if a confirmation, reminder, or manual email was successfully delivered.

Viewing Sent Emails

Since emails are sent to specific users, the history is stored within their individual Contact record.

1. Locate the Contact

Navigate to the Contacts tab in the sidebar.
Use the search bar to find the participant by their Name or Email Address.
Click on the contact’s name to open their profile.

2. Access the Activity Log

Within the contact window, look for the small Log tab (usually located next to the "Appointments" or "Profile" tabs).
Here, you will see a chronological list of all actions associated with this user, including:
- Sent Emails: Displays the timestamp and type of email sent.
- Appointments Booked: Records when and by whom a slot was reserved.
- Cancellations: Shows when an appointment was removed.

Troubleshooting Email Delivery

If the Log shows that an email was sent but the participant claims they didn't receive it, consider the following:

Spam/Junk Folders: Ask the participant to check their filters for emails originating from your account's sender address.
Email Status: If you see a specific failure notice in the log, verify that the email address in the Profile tab is spelled correctly.
Notification Setup: If no email is listed in the log at all, double-check your Settings / Notification Setup page to ensure that the "Send Email" checkboxes are enabled for that specific event.

This can be viewed on the individual contact level. On the Contacts page, you can search for a contact by name. Then click on the contact and then click on the small Log tab. This will show a log of appointments booked, canceled, and any emails sent.

Emails

How do I turn off my E-Mail Reminders?

To turn off reminders for a specific event, follow these steps:

Navigate to the Event Management section for the event you wish to modify.
Go to the Settings / Notification Setup page.
Locate the Reminder Email section.
Uncheck the box labeled Send Reminder Emails.

Emails

Email Reminders

Including a table of appointments in your reminders is a highly effective way to ensure participants have all their scheduling details, including room numbers or virtual links, in a clear and organized format.

Setting Up the Appointment Table Reminder

Instead of a standard text block, you can configure the system to generate a structured table that lists every appointment the user has booked.

1. Enable the Printable Schedule Format

Navigate to Settings / Notification Setup.
Select the Reminder Email option.
Locate the checkbox above the email body labeled: "Replace the Email Body with the Printable Schedule of Appointments."
When checked, the system ignores the standard "Body" text and instead inserts a professional table of the user's appointments.

2. Add a Custom Header

Since the table replaces the body, use the Header section to add your personal message (e.g., "Dear Parent, please find your schedule for tomorrow's conferences below:"). This text will appear directly above the table.

3. Customize the Table Layout

The columns and information shown in that table (such as Room Number or Teacher Name) are controlled globally:

Go to the CUI Messages / Print Schedule section.
Here you can adjust which fields are included in the table.

Configuring the Delivery Timing

For reminders to be sent, you must define exactly how many hours before the appointment they should trigger.

1. Set the Requirement

Navigate to Settings / Notification Setup.
Under the Reminder Email section, ensure the Send Reminder Emails box is checked.

2. Define the "Lead Time."

Return to Settings / Notification Setup.
Look for the Send Reminder Emails section.
Click the green plus (+) icon.
Enter the number of hours prior to the appointment you want the email to go out (e.g., 24 for a one-day notice, or 48 for two days).

Emails

Can I change the time/verbiage of my reminder emails?

Yes, you have full control over both the timing and the content of your reminder emails. Any changes you make will apply to all upcoming appointments for that event.

Updating Reminder Verbiage & Timing

To modify your reminders, navigate to the Settings / Notification Setup page and select the Reminder Email option.

1. Changing the Verbiage (The Message)

Email Body: You can edit the text in the Body or Header fields at any time.
Macros: Use macros like $(DATE) or $(TIME) to automatically insert the specific appointment details into your custom message.
Table View: If you have the "Replace the Email Body with the Printable Schedule" box checked, remember that your custom verbiage should be placed in the Header field so it appears above the appointment table.

2. Changing the Timing (The Hours)

The timing is based on how many hours before the appointment the email is triggered:

Edit Existing Time: Locate the number (e.g., 24) under the Send Reminder Emails section and simply type over it with a new value.
Add Multiple Reminders: Click the green + icon to add an additional reminder. For example, you can set one for 48 hours (two days) and another for 2 hours (a final "heads up").
Remove a Reminder: Click the red x icon to delete that specific reminder trigger.

Important Note on Global Changes

When you save these changes, they are universal.

Existing Bookings: Parents who booked weeks ago will receive the new verbiage you just wrote, not the version that existed when they originally signed up.
Timing: If you change a 24-hour reminder to a 48-hour reminder, the system will immediately recalculate which emails need to go out based on the new schedule.

Emails

I'm testing the confirmation email and I have not yet received it. Does it take a long time?

It’s completely normal not to see the email immediately. In fact, there is a built-in delay of 20 minutes between the moment a booking is made and when the email is actually sent.

Why the Delay?

The system waits intentionally to improve the experience for your parents:

Grouping Appointments: Most parents book more than one appointment (e.g., for multiple children or different teachers). If we sent the email instantly, they would receive a separate notification for every single click.
A Single Summary: By waiting about 20 minutes, the system can "bundle" all of those bookings into one clean, organized confirmation email. This prevents the parent's inbox from being flooded and ensures they have their entire schedule in one place.

How to Verify During Testing

If you want to be 100% sure the email is "queued" and ready to go while you wait:

Navigate to the Contacts tab.
Search for your test account and click on it.
Select the Log tab.
You will see a record of the appointment being created. Once the 20-minute window passes, a new entry will appear showing that the email has been dispatched.

Pro-Tip

If you still haven't received it after 25-30 minutes, double-check your Settings / Notification Setup page to ensure the "Send Confirmation and Cancellation Emails" box is checked for that specific event.

Also, if you are testing with a school or corporate email address, check your Spam/Junk folder, as high-security filters sometimes catch automated scheduling notifications.

Emails

I booked and canceled some test appointments, will I receive any emails?

If you book and then immediately cancel your appointments, pickAtime will send a cancellation email, but not the confirmation one.

Events

I have two events and some of the teachers are the same on both events.

How the "Cross-Event Sync" Works

When a teacher is assigned to multiple events, the system treats their time as a single shared resource:

Automatic Blocking: If a parent books a 10:00 AM slot for Teacher Smith in "Event A," the 10:00 AM slot for Teacher Smith in "Event B" is instantly blocked out.
Manual Blocking: If you use the Block feature (the "B" button or manual block) to close a time slot in one event, it will also show as blocked in all other events for that teacher.

How to Close Time on Only One Event

If you need a teacher to be available for "Event A" at a certain time, but unavailable for "Event B" at that same time, you cannot use the "Block" feature. Instead, you must Delete the specific slot:

Navigate to the Appointments tab for the event where the teacher should be unavailable.
Locate the specific time slot.
Instead of blocking it, Delete the slot entirely.
The Result: The slot is gone from "Event B," but because it wasn't "blocked," the corresponding slot in "Event A" remains open and bookable for parents.

Events

Is there a way to allow my parents to see a certain event on our account?

Yes, the Category Sort option is the most effective way to filter what your parents see. This is especially useful if you have multiple events running but only want to share a specific group (or even a single event) with a specific set of parents.

Using Categories to Filter the Parent View

By assigning events to a category, you can generate a specific link that only shows the events within that group.

1. Create and Assign a Category

Navigate to the Events / Preview page.
Select your event and click Go To Event.
On the Settings / UI Setup tab, look for the Category field.
Type in a category name (e.g., "Elementary" or "Fall2026") and save.
Repeat this for any other events you want grouped together.

2. Use the Category Scheduling Link

Once your events are categorized, you can find the unique link under Settings / UI Setup:

The "Category Link": Provide this URL to your parents. When they click it, they will only see the events assigned to that specific category. Any other active events on your account will be hidden from this view.

Additional Display Controls

If you want to further restrict how events appear on your main landing page, you can adjust the Category Sort Option in your Global Settings:

Navigate to: Global Setup / Business > Account Level Display Options.
Category Sort Option:
- No Categories: All open events are shown in a single list.
- Display Category Names: Events are grouped under bold category headers.
- Display Events for Selected Category: If a parent uses a category link, it forces the scheduler to only show those events, effectively hiding the rest of your account's active schedules.

Why use this?

This prevents "choice overload." For example, if you are running "High School Conferences" and "Middle School Conferences" simultaneously, using categories ensures that parents clicking the High School link aren't confused by the Middle School schedule.

Invoices

How do I view my invoices?

You can access your billing history and individual invoices directly from the reporting section of your administrative dashboard.

Steps to Access Invoices and Payments

Log In: Access your pickAtime account through the administrator login on our homepage.
Navigate to Reporting: Go to the Reporting section in the main menu.
Select Report Type: At the top of the page, ensure you select the radio button for Account Reports.
Choose the Report: From the report dropdown menu, select the one labeled Account - Invoices and Payments.
View and Print: * You will see a chronological list of all invoices generated and any payments applied to your account.
- Click on an Invoice Number (#) to open the full document.
- Once the invoice is open, you can click on the Print button at the top to print a physical copy for your records.
- To save it as a PDF, click Export to > PDF at the top.

Invoices

Can I pay my invoice by credit card?

To make a payment, you will need to access the billing report within your administrator account:

Access the Report:
- Log into your pickAtime account.
- Navigate to the Reports / Account Reports.
- Choose the report labeled Account - Invoices and Payments.
Initiate Payment:
- In the report view, you will see a list of your invoices and payments made.
- Look for the link that says "click here" above the list.
- Select the Pay option.
- You will be redirected to the Stripe checkout page.

When you reach the Stripe checkout page, the payment options will automatically adapt to the device and browser you are currently using to view the Account - Invoices and Payments report.

In addition to standard Credit Card entries, you will see the following options if they are enabled on your device:

Google Pay: This will appear as a quick-pay option if you are logged into a Google account with a saved payment method (common on Android devices and the Chrome browser).
Apple Pay: This option will be visible if you are using an Apple device (iPhone, iPad, or Mac) with an active Wallet and are browsing via Safari.

These digital wallet options allow you to complete your invoice payment securely without having to manually type in your card details.

If you prefer to pay by ACH or wire transfer, please refer to the address listed at the bottom of your downloaded invoice. However, credit card payments are the fastest way to ensure your account remains active and clear of any outstanding balances.

Invoices

Can you call me so I can pay your invoice?

We are unable to take payments over the phone for security and privacy reasons.

To pay by credit card, please see the instructions.

Links

Which link should I give to my parents? The scheduling link for the account or the scheduling link for the selected event?

The link you choose depends on how much variety you want your parents to see. Here is how to decide which one is right for your current setup:

Option 1: The Account URL (The "Front Door")

Use this if you want a permanent link that you can use year-after-year.

Where to find it: Go to Global Setup / Business under the Account URL section.
How it works: This link displays all open events on your account. If you have multiple events active, parents will see a dropdown menu to select the correct one.
Customization: You can create a "friendly" link (e.g., https://pickatime.com/YourSchoolName) by checking the Set Custom URL box and entering your preferred text.
- Note: It takes about 5–10 minutes for a new custom URL to become active.

Option 2: The Event URL (The "Direct Path")

Use this if you want to skip the selection screen and send parents straight to a specific schedule.

Where to find it: Go to Events / Preview > UI Setup.
How it works: This link lands the parent directly inside that specific event.
Crucial Note: Even with this link, if other events are currently "Open" on your account, parents may still see a toggle option to switch between them.

Which one is better?

If you have...	Recommended Link	Why?
Only One Open Event	Account URL	It's simpler and acts as a permanent bookmark for your organization.
Multiple Open Events	Event URL	It saves the parent a click by landing them exactly where they need to be.
Events for Different Groups	Category Link	(See below) If you want to hide other events entirely from certain parents.

Restricting Visibility with Categories

If you have multiple open events (e.g., "Middle School" and "High School") and you want to ensure parents cannot toggle to the wrong one, you should use a Category Link. By assigning an event to a category and providing that specific link, the system will hide all other open events on the account from that parent's view.

Pro-Tip

Always test your link in an Incognito or Private browser window. This allows you to see exactly what the parent sees without your administrative login session interfering with the view.

Parents

A parent has forgotten the password

To reset a parent's password, follow these steps:

In the Admin UI tool, go to the Contacts tab.
Search for the parent by name or email.
Select the contact record to open it.
Click the Reset PW button under the Search Console.

Parents

A parent has logged in via mobile phone. How to locate a list of booked appointments and manage them?

To locate and manage appointments on a mobile device, a parent should follow these steps:

Tap the three-bar menu icon (hamburger menu) at the top of the page.
Under the Main Navigation section, select My Appointments.
Next to each scheduled appointment, tap the three-bar menu icon.
A list of up to 4 options will appear, allowing the parent to:
- Cancel the appointment.
- Change Time to a different time.
- Edit any specific form information provided during booking.
- Check the Details.

This allows parents to handle their entire schedule directly from their phone without needing to access a desktop computer.

Parents

How can I see the appointments my parents have made?

To view a specific parent's schedule and manage their bookings, follow these steps:

Navigate to the Contacts tab.
Search for the parent by name or email address.
Click on the parent's record to select it.
Select the Appointments tab within that contact's profile.

From this view, you can see a full list of their scheduled times. You also have the option to click Print to generate a hard copy or Email to send a fresh copy of the schedule directly to the parent.

Alternative: Viewing All Appointments at Once

If you want to see everyone's appointments for the entire event rather than looking up a single parent:

Go to the Appointments tab in the main sidebar.
Select Appointments List from the top sub-menu.
This provides a master list of every booking, which you can filter by teacher, date, or student name.

Reports

For a professional, downloadable version of all appointments, go to the Reports / Event Reports section and run the Parents' Schedule report. These are perfect for exporting to Excel if you need to share the data with your staff.

Parents

Is there a way to see when a conference was scheduled by a parent? Not the time of the conference,but the time/date it was actually scheduled.

Yes, you can track exactly when an appointment was created (the "transaction time") using either a broad report or by looking at an individual contact.

Option 1: Using Reports (For Multiple Appointments)

If you need to see the booking times for your entire event in one list:

Go to the Reports page.
Select your desired report (e.g., Teachers' Schedule).
Click the Additional report fields link (usually located near the top or bottom of the report settings).
Select Appointment fields from the list.
Check the box for Created Date and click Ok.
You will now see a column showing the exact date and time the parent performed the booking action.

Option 2: Using the Contact Log (For Individual Parents)

If you only need to check this for a specific person:

Go to the Contacts page in the Admin UI.
Search for the parent by name and click on their record.
Click the small Log tab at the top of their profile.
Look at the Record Added on column - it will display the specific timestamp for each action.

Parents

How can I login as parent? How can I impersonate parent?

Logging in as a parent allows you to manage their schedule or view the site exactly as they see it. You can do this directly from your admin dashboard without needing their password.

Locate the Parent:
- In the Admin UI tool, go to the Contacts page in the sidebar.
- Use the search boxes to find the parent by name or email.
Access the Profile:
- Select the parent’s record in the search results.
- On the right section (the Contact Info tab), you will see the parent's email address and other contact details.
- Select the Login As button under the search console.

If the Parent is Not in Your System

If you cannot find the parent, you can create a record for them on the fly:

On the Contacts page, click Add > Parent...
Enter the parent's email and other details.
You can then proceed to book appointments on their behalf immediately.

What Happens When You are Logged In?

Once you are logged in as the parent, you will see the scheduling interface exactly as they do. You can:

Make, Change, or Cancel appointments.
Update Account Info: Modify their phone number or other registration details.

Emails: The parent will still receive automatic confirmation / reminder emails for any actions you take while logged in as them.

When you are finished, be sure to click Logout or close the parent view tab to return to your administrative dashboard. If you simply close the window, you may still be "impersonating" that parent the next time you open the scheduling page.

Parents

I have a parent who claims that they booked an appointment, but when they log in they can't see any appointments

It is common for this issue to be caused by a parent having multiple accounts (using different email addresses) or accidentally canceling their own slots.

Here is how to investigate and solve this:

1. Check for Multiple Accounts

The most likely scenario is that the parent booked using one email address but is currently logged in with another.

Go to the Contacts tab in the Admin UI.
Instead of searching by email, search by the parent's last name.
Look for duplicate names. If you see two records with different emails (e.g., a work email and a personal email), check the Appointments tab for both.
If you find the appointments under the "other" email, you can either tell the parent which email to use or merge the records.

2. Review the Activity Log

If you only find one account and it has no appointments, the Log will tell you exactly what happened.

Click on the parent's record in the Contacts tab.
Click the small Log tab at the top.
Look for these entries:
- Appointment Created: This proves they did book it at some point.
- Appointment Canceled: This shows the parent (or an admin) cancelled the booking.

Pro-Tip: If the parent insists they have a confirmation email but you can't find them in the Contacts list, ask them to forward that email to you. The email will contain the exact Email Address and appointment details needed to track down the record in your system.

Password

A parent called and can not remember her password?

If a parent has forgotten their password, they can reset it themselves, or you can do it for them through your administrative dashboard.

Option 1: Parent Self-Reset

Advise the parent to go to your scheduling login page and click the Forgot Password? link.

The system will prompt them for their email address.
An automated email will be sent immediately with a link to create a new password.

Option 2: Admin Reset (Through your account)

If you prefer to handle it for them, follow these steps in the Admin UI:

Go to the Contacts tab.
Search for the parent by name or email.
Click on their record to open it.
Click the Reset PW button located in the middle section of the page.

Troubleshooting Tips

Check the Email: While viewing the parent's record, verify the email address is correct. If there is a typo, they won't receive the reset link.
Spam Folder: If they don't receive the email within a few minutes, ask them to check their Spam or Junk folders.
Verification: You can click the Log tab in the parent's record to confirm the "Reset Password" email was successfully sent by the system.

Password

How do I change my password?

To change your password, follow these quick steps:

On the Online Scheduler page, click Settings on the sidebar.
Select the Security section, then you will see the option to change the password.

Need to Reset Without Logging In?

If you have forgotten your password and cannot log in to reach those settings:

Password

I've imported my teacher file this year with a new password for my teachers. But it seems that only the password they set for last year works?

This is because once a user (like a teacher) has "taken ownership" of their account by setting a personal password, the system protects that password from being overwritten by a file import. This prevents an admin from accidentally locking users out or overwriting their chosen security credentials.

If you need to force a reset so that the new password from your file (or a new default) takes effect, you can do so through the Global Setup.

How to Reset Teacher Passwords in Bulk

Navigate to the Global Setup / Contacts page.
Click on the link labeled Show advanced options... at the bottom of the page.
Locate the Default Password section.
Click the Reset Admin Password button.
A pop-up will appear asking which access level you would like to reset.
Select Appointment Viewer (this is the default access level for teachers).

What Happens Next?

The "Reset" Effect: All users at that access level will have their personal passwords cleared.
The New Password: Their password will now revert to whatever you have set as the "Default Password" in that same section, or the password included in your most recent import.
First Login: When teachers log in for the first time after this reset, they will use the new password you provided. Depending on your settings, the system may prompt them to create a new unique password immediately upon entry.

Important Note

Be sure to communicate this change to your staff before performing the reset, as their old credentials will stop working immediately once you click that button.

Password

My teachers are receiving a message to "contact the Administrator" for a password

This message would come up if you import a password for your teachers. For these teachers, let them know what password you imported.

Alternatively, you can reset the password for all your teachers. To do so, go to the Global Setup / Contacts Setup page, Advanced Options, Default Password section. Optionally, you could change the default password setting. Then select the Reset Admin Passwords button to reset all passwords for your teachers.

Password

I'm trying to reset the password for a parent, but I'm getting a message that says I can not

This happens because of privacy and security protocols designed to protect parent data across different organizations.

If a parent has used their email address to book appointments with another school or organization that also uses pickAtime, their account is considered a "global" account. Because their history might contain confidential appointments with other entities, the system prevents any single administrator from overwriting their password.

How to Resolve This

Since you do not have the administrative authority to change a password that is shared with another organization, please advise the parent to use one of the following methods:

Self-Service Reset: Ask the parent to go to your login page and click the "Forgot Password" link. This allows them to reset it themselves via their own email.
Contact pickAtime Support: If the self-service option fails, the parent should email support@pickatime.com. Our support team can verify their identity and issue a password reset that works across all their associated accounts.

Password

Sometimes when my parents try to log in to book the site will tell them that they are a bot. Why is that?

The "bot" message is triggered by Google reCAPTCHA, a security tool we use to protect the system from automated spam and cyberattacks. It runs in the background and analyzes browsing behavior to ensure the user is a real person.

Why "False Positives" Happen

Occasionally, the system incorrectly flags a parent as a bot. This usually happens if:

The parent is using a VPN or a very restrictive corporate/school network.
They have browser extensions or "Ad Blockers" that interfere with Google's scripts.
They are using an outdated browser.
They have performed a high number of rapid clicks or refreshes in a short period.

How to Solve It

If a parent reports this issue, advise them to try the following steps:

Perform a Hard Refresh:
- Windows: Press Ctrl + Shift + R
- Mac: Press Cmd + Shift + R
- This clears the browser's cache for that specific page and forces it to reload the security scripts.
Try a Different Browser: If they are using Safari, have them try Chrome or Firefox (or vice-versa).
Switch to Incognito/Private Mode: This disables extensions that might be causing the conflict.
Check the Network: If they are on a mobile device, suggest switching from Wi-Fi to cellular data (or the reverse) to change their IP address.

Reports

Our school conferences were last month, but we'd like to view the Reports from the conference. How do I view conference data in the past?

Even if your event has ended, your data remains accessible. To view reports for a past conference, you simply need to adjust the date filters in your dashboard.

How to View Past Conference Data

At the top of your screen, ensure the correct event is selected in the Event: pull-down menu.
Look for the two date boxes (the From and To fields) near the bottom of the report console section.
- By default, these often show the current date.
- Manually enter or select the dates when your conferences actually took place (e.g., last month’s dates).
Once the dates are set to the past, the Reports will populate with the data from that specific timeframe.

Reports

Can I email each parent their schedule?

Yes, on the Reports / Event Reports page, select the Parents' Schedule report from the report pull-down. On the right from the PARENT drop-down menu, select the Email Report button. This will email each parent their schedule of appointments in a table format.

Reports

Can I email each teacher their schedule?

Yes, on the Reports / Event Reports page, select the Teachers' Schedule report from the report pull-down. On the right from the TEACHER drop-down menu, select the Email Report button. This will email each teacher their schedule of appointments in a table format.

Snow Day

We have conferences that we need to cancel on account of a snow day. We would like to move all conferences to a new day.

In the Admin UI, open the event, on the Appointments tab select the date of conferences on the calendar. Click on the Slots / Move Slots option. On the pop-up, make sure that all the teachers are selected. Here you will be able to move all slots and appointments to a new date in the future. You will be prompted to select a destination date. You will have the option to send an email to all parents with appointments.

Snow Day

We have conferences on two days, and we only need to cancel one day of conferences. We'd like to let parents continue to book on the day that is not cancelled.

In the Admin UI, open the event, on the Appointments tab select the date of conferences on the calendar. Click on the Slots / Delete Time Slots option. In the dialog box that comes up you will be able to specify times and dates for the slots you would like to delete. The system will also let you know how many appointments exist on your soon to be deleted slots. You will have the option to cancel all these appointments and you can choose to send a cancellation email or not.

To let your parents, who had an appointment on your first day of conferences to book on your second day of conferences, you will either need to: 1. delete all appointments on the first day of conferences or 2. change the Open scheduler to customers on (Settings / UI Setup page) to be a date AFTER your first day of conferences. If you do not do one of these options, any parent who booked on Day 1 will not be able to book on Day 2. Changing the Open scheduler to customers on "resets" our one appointment per student per teacher/class combination.

Scheduler

Can my event span multiple days?

Yes. To set up a multi-day event, navigate to the Appointments tab. Select your first date on the left-hand calendar and choose Create Slots from the Slots dropdown menu. Repeat this process by selecting each subsequent date on the calendar and generating slots for those days.

Can there be multiple sign ups for the same slot?

Yes. You can control this in the Slot Generator dialog box by entering a value in the Maximum allowed appointments per slot field. Once a slot reaches this limit, it will no longer appear as available to parents.

To update existing slots: Go to the Appointments page and select Update Slots from the Slots dropdown. This allows you to adjust the maximum capacity for specific time periods or for all slots at once.

I want to start with a new event for the Fall. I'd like all the old data to be removed.

Create a fresh event: On the Events page, click the "+" icon to add a new, empty event.
Clear existing contacts: Navigate to Global Setup / Contacts and click Show advanced options.... Click the Remove all customers button and select the level Event Administrators (this includes parents/teachers). This forces users to create a new account and password for the new season.

IMPORTANT: Perform these steps before importing any new data for the current year.

Every time I change the "Open scheduler to customers on" one of my events, it changes this on my other events. Why are my events connected?

This is due to "Propagator Mode," which syncs settings across events. To change this, go to the Events Preview page and select Events Settings. Under the Propagator Mode section, change the Propagate Changes to: setting from "all events of this type" to "only current event."

How do I add a logo to my scheduling site?

Navigate to Global Setup / Business. Under the Account Level Settings / Account Logo section, click the Upload icon to add your school or organization's logo.

Do you have a Spanish/French version of the scheduling page?

While the interface is in English, users can easily translate the page using their browser’s built-in translation tools (such as Google Translate in Chrome). You can view our instructions on how to guide parents through this.

What is the link for my parents? Can I customize the link?

Your account URL is located at the bottom left of the Global Setup / Business page. This link displays all currently OPEN events; if multiple events are live, parents will see a dropdown menu to choose one.

To customize: Check the "Set custom URL" box and enter your preferred name (e.g., myschool). Your new URL will be https://pickatime.com/myschool. Please allow 5–10 minutes for the new link to become active.

How do I test out the scheduler?

Click the Online Scheduling link in your admin dashboard. This allows you to enter the scheduler as a user. You can add a test student to your account and view the booking process for that student’s teachers exactly as a parent would.

When I try to test out the site, I see a message that says "there are no events available" or "the online scheduler is closed."

This indicates the event is not currently open for bookings. Go to the Settings / UI Setup page and check the Scheduler Availability section. Ensure the current date falls between the Start Date and End Date you have set.

When I try to test out the site, I see a message that says "no slots available?"

This usually means one of two things:

You have not yet generated slots for your teachers.
All available slots for the selected teachers have already been booked.

Help! My scheduler is not open.

Verify the Open/Close scheduler to customers dates in Settings / UI Setup under Scheduler Availability.
Ensure you have actually created slots for your teachers in the Appointments tab.
Check your Closed Booking Window: If you have set "Customer cannot book closer than XX hours/days," parents will be unable to book slots that fall within that restricted window.

Our conferences have been snowed out; we'd like to move all the slots and appointments to a new date.

Go to the Appointments page and select the affected date on the calendar. Click Slots / Move Slots, select all teachers, and choose your new destination date. You will be prompted to send an automated notification email to all scheduled parents.

We have conferences on two days, and we only need to cancel one day. We'd like to let parents continue to book on the day that is not cancelled.

On the Appointments page, select the specific date you wish to cancel and click Slots / Delete Time Slots. You can then specify the time range to remove. You will have the option to cancel those specific appointments and send (or skip) a cancellation email.

How can I sort my teachers alphabetically on the Scheduler?

On the Appointments page, select the Teachers dropdown and click Sort Teachers. To change the naming format (e.g., "Last, First"), go to Global Setup / Business, locate Account Level Display Options, and update the Display Contact Name as setting.

Our scheduler is closed, but our parents can still cancel. Why?

Even after the booking window closes, the login link remains active so parents can view their schedules.

Cancellation Policy: Parents can still cancel if they are outside your restricted window (set in Settings / UI Setup under Appointment Cancellations). If they try to cancel within the restricted window, they will see a message directing them to call the school instead.

Can I organize my teacher legend by specific categories (e.g., Lower School vs. Upper School)?

Yes, follow these steps:

Create Categories: Go to Settings / UI Setup and add your names under the Teacher's Category section.
Enable Sorting: In the Scheduler Display section of the same page, check the box for "Sort by categories."
Assign Teachers: Go to the Appointments page and use the Category column to the right of each teacher's name to assign them to the appropriate group.

Teachers

How do I sort my teacher roster?

On the Appointments page, click the Teachers dropdown and select Sort Teachers. The roster will sort based on the preference set in Global Setup / Business under the Account Level Display Options section (either First Last or Last, First).

I'm getting the message "email address already exists, can't create doubles" when I add a teacher email address. What does this mean?

This indicates the email address is already associated with an account in your system. To find it, go to the Contacts page, enter the email address in the search box, and click search. You can then edit that existing record rather than creating a new one.

A teacher will no longer be available for conferences, how do I cancel all her appointments?

The most efficient way is to go to the Appointments List page. Run a search for all appointments in your event, then click the Resource (Teacher) column header to group the appointments by teacher. Select the appointments for that specific teacher and click the Delete / Delete selected button.

I need to edit the Room Number for a teacher

Navigate to the Appointments page. You can edit the room number directly in the text field located to the right of each teacher's name.

My teachers are receiving email notifications every time an appointment is booked. How do I turn this off?

To disable these alerts, go to the Settings / Notification page. In the Resource Email Notification section, uncheck the box labeled: “For resources assigned to a contact, send appointment notification via email.” This stops automated emails for every new booking or cancellation.

I have some time slots that are grey with the message “An appointment has been booked with ‘teacher name’ at this time."

This occurs when a teacher contact is duplicated or multiple teachers are assigned to the same resource, causing a "double booking" block. To fix this, go to the Class Editor, select the affected teacher resource, and click the Assign Contact / Team menu. Choose Assign Contact, select the correct teacher name from the dialog box, and click OK to restore the slots.

I’m seeing the message “teacher not available” in the Admin UI.

This means the teacher is unavailable because they are already booked during that time in another role—either as a parent (using the same email) or as a member of a different team within the system.

Can I email my teachers their schedule?

Yes. On the Reporting page, select the Teachers’ Schedule report. Click the Email Report button to automatically send each teacher their individual list of appointments.

Some of my teachers are at two different events, both the High School event and the Middle School event. I blocked out slots on the High School event when they wouldn't be available but this also blocked out their times on the Middle School event as well.

Because teachers are linked by their email address, blocking a slot in one event will sync that unavailability across all events. To prevent this, you should Delete the slots in the High School event instead of blocking them. Deleting slots is event-specific and will not affect the teacher’s availability in the Middle School event.

How do I set my teachers' passwords?

You can include a password column in your teacher file import or allow teachers to set their own. If no password is imported, the system will automatically prompt them to create one the first time they log in.

How do I reset a password for a teacher?

In the Contacts tab, search for the teacher and select their name. Click the Reset PW button. This reverts their password to the system default (usually 123456). You can customize this default value under Global Setup / Contacts by clicking Show advanced options... and updating the Default Password field.

How do I reset the passwords for all my teachers?

Go to Global Setup / Contacts and click Show advanced options.... In the Default Password section, click Reset Admin Passwords. Select Appointment Viewer as the access level to reset passwords for all teachers simultaneously.

The Reset PW button is not available when I select a teacher?

This happens if the teacher’s email is a "global" account (e.g., they are also a parent at another school using pickAtime). For privacy reasons, you cannot manually reset global passwords. The teacher should use the Forgot Password link on the login page or contact support@pickatime.com for assistance.

One of my teachers can not view her schedule. How do I fix this?

Check the following in the Contacts section:

Verify she is logging in with the exact email listed in her record.
Ensure her Admin Level is set to Appointment Viewer.
Confirm the box next to her name in the Resource Access section is checked. Note: You can verify all teachers at once by running the List of Teachers report in the Account Reports section.

How do my teachers view who has signed up? How do my teachers log in?

Teachers log in via your school’s unique pickAtime URL using their email and password. Once logged in, they will only see their own schedule. You can also provide them with our Directions for Teachers printable template for guidance.

How do I block out time for a teacher?

You have two options on the Appointments page:

Delete: Select Delete Time Slots from the Slots dropdown to remove the time entirely.
Make Unavailable: Select Update Time Slots, enter the time range, and choose "make unavailable" from the dropdown. This keeps the slot visible to you but hides it from parents.

How do I correct the spelling of a teacher's name?

Go to the Appointments page and click on the teacher's name. Select Assign Contact from the Teachers dropdown. In the Select Person dialog box, correct the spelling and click Select to save the changes across the system.

Time Slots

I created slots on the wrong date?

Go to the Appointments page and select Move Slots from the Slots dropdown menu. This tool allows you to shift all time slots (and any existing appointments) to a new date. You will also have the option to send an automated email to parents whose appointments are being moved.

My slots are 20 minutes in duration but I want a 30-minute break in the middle.

If your break is not a multiple of your slot duration (e.g., a 30-minute break for 20-minute slots), you must create your slots in two separate segments. Use the Slot Generator to create the first block of slots before your break, then repeat the process to create the second block after the break.

Why are some of my time slots grey?

Grey slots indicate that a teacher is unavailable because they are booked elsewhere at that time. This usually means the teacher is part of a team meeting or has booked appointments in their role as a parent. You can click on any grey slot to see a message explaining exactly where the teacher is booked.

Why are some of my time slots yellow?

PickAtime automatically displays older Time slots in yellow to indicate that the scheduled time has already passed. These slots will not appear to your participants. Check the date of the slots, and either delete them or move them to the correct date. Slots on the correct date will be blue and will allow you to book and block.

I created time slots with the wrong duration?

Existing time slots cannot be edited to a different duration. To change the length of your appointments, you must delete the incorrect slots and use the Slot Generator to create new ones with the correct duration.

I created time slots with the wrong duration, but my customers have already booked appointments.

Because slot durations cannot be changed once created, you must delete the incorrect slots and recreate them. When you delete slots that contain appointments, the system will ask how to handle the existing bookings:

Cancel & Rebook: You can cancel the appointments and send an automated email asking parents to log back in and select a new time.
On Hold: You can move appointments to a "holding area" (found on the Appointments List page). From there, you can manually cancel or rebook them into the new slots you've created.

After selecting the Delete Time Slots option, you will see a new dialog box telling you the number of appointments on your soon to be deleted slots.

The system defaults to moving these affected appointments to a holding area on the Appointments List page. If you proceed with this option, you will need to visit that page to either officially cancel the records or manually rebook the parents into your newly generated time slots.