Here are some steps you can check in order to find out, why no product was used for the booking of the customer:

  1. Try re-booking: Sometimes a booking can get stuck somewhere along the way. So try re-booking your customer to the event. Therefore, first cancel the booking. You can do this directly in the check in of the event or in the customer profile. Then, go to the cancelled bookings (either in the check in or the customer profile) and select “Book”. The customer will then be booked back in to the event. Check to see if the product was now used.

  2. Check the booking groups set up: Go to the product settings and see, if and if so which booking group has been added. Then open the event group and the "event group options" to check, if here the same booking group as in the product was connected. If there is a booking group missing in either the product or the event, you can add the correct one. If one is wrong, you can easily change it. Find out more about booking groups here.

  3. Check the customers active product: Open the customer’s profile and find the active product. Has it moved to the “past purchases”? Is it still valid or has the expiration date passed? For credit passes: Are credits available?

  4. Check the product rules: Go to settings -> booking rules -> product rules and find the product, e.g. 10-Credit pass. Check the product rules for this product. Does it have limitations on it? Has the customer possibly already reached the limit of bookings possible? Find out more about product rules here.

    Please note that the product rules limit the check ins from the first day until the last day of the month, despite the purchase date of the respective product. For example : Limit of 10 bookings monthly, but purchase date is the 10th April, means: 10 credits will be counted from April 1st to April 30th, not from 10th April until May 10th. So if the purchase date is 10th April the customer can use 10 check ins from 10th April until 30th April.

  5. Check the customer’s active product and the corresponding product settings: Is the product supposed to become active with the first date of booking? If that’s the case, it is not possible to book an earlier event with the same product.

    Quick solution: Assign the product to the customer once again and change the price to 0 € Euro. Delete all remaining credits in the “old” product (e.g. via the three little dots on the right -> product details) and redo the bookings with the new one, starting with the earliest appointment.


If nothing has worked so far, please reach out to our customer care team via the chat or mail [email protected] . We are happy to help!


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