I cannot book or change a session
On this page
When you book, move or cancel a session, a notice appears and the booking is not made. Check these causes in order, from the most frequent to the least frequent. Each one says how to recognise it, where it shows and what to do.
That time is no longer free
- How to recognise it
That time is no longer free. Choose another one. appears. Someone else booked that time while you were choosing it, or the creator removed it from their calendar. If you came from a time the store showed, That slot is no longer free. These are the ones left that day. appears with the calendar open on that day.
- Where to check it
You see it on the session page, below the calendar, or when you move a booking from your bookings.
- What to do
Choose another time on the calendar. The times that are still free show at once.
The time we were holding has expired
- How to recognise it
The time we were holding has expired. Choose it again. appears. While you pay we keep the time for you for a while. That while ended before you finished the payment.
- Where to check it
You see it on the session page, when you come back from the checkout or click the payment button.
- What to do
Choose the time again and pay without leaving the page open for long. If it is no longer free, choose another one. Nothing has been charged.
Bookings are paused
- How to recognise it
The calendar says Bookings are paused and Sessions of this product can't be booked right now. Come back later. The creator stopped bookings for a while, for instance on holiday.
- Where to check it
You see it on the session page, in place of the calendar.
- What to do
Come back later. If you are in a hurry, write to the creator from the help page of their store.
Your pass has expired or has no sessions left
- How to recognise it
Your pass has expired. or Your pass has no sessions left. appears. A pass works until its expiry date and for a number of sessions.
- Where to check it
You see it in the pass details of your area, with its status and the sessions you have left.
- What to do
The sessions you already booked stay as they are. To book more, buy another pass or a single session, as use a session pass explains.
The deadline to change it has passed
- How to recognise it
It can no longer be changed or cancelled: the deadline has passed. appears. Each store sets how long before a session starts you can move or cancel it.
- Where to check it
You see it in the booking details, where the booking said until when you could change it.
- What to do
After that time, only the creator can move it. Write to them from My questions in your area and tell them what you need.
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Need to talk to someone?
The creator of the store sold you the product. They handle access, changes and refunds for your purchase.
Open the store from your purchase email and tap “Help” at the bottom of the page.
For a charge you don't recognise, buyer protection or your data, write to OnBio. Write to support