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.
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Go to the Contacts tab in the Admin UI.
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Instead of searching by email, search by the parent's last name.
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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.
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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.
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Click on the parent's record in the Contacts tab.
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Click the small Log tab at the top.
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Look for these entries:
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Appointment Created: This proves they did book it at some point.
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Appointment Canceled: This shows the parent (or an admin) cancelled the booking.
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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.