# 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.