I'm not seeing my booking submissions
If a customer told you they booked through your widget but the request isn't in your Requests inbox, walk through this checklist before assuming the widget is broken. The vast majority of "missing" bookings turn out to be configuration mismatches that we can spot in 60 seconds.
Quick checks (in order)
1. Is the booking widget actually enabled?
Go to Settings → Booking widget. The page header shows Active in green when the public form is live. If it shows Disabled, customers reach /book/<your-slug> and see a "Booking is currently turned off" message — no submission ever fires.
Common reason it's off: a recent app update reset the toggle. Re-enable and the public form works immediately.
2. Is the customer's address inside your service area?
Bookings outside your service area land in a separate queue (out-of-area review), not the main Requests inbox. Check Settings → Service area — you'll see a list of bookings flagged out-of-area. Approve or decline each one.
If the customer's address looks like it should be inside your area but landed out-of-area, your service area polygon may not match your actual coverage. Edit the polygon under Settings → Service area and re-evaluate the existing requests with Re-check service area.
3. Was the requested service in the "Allowed services" list?
Under Settings → Booking widget → Allowed services, you can restrict which packages appear in the widget's dropdown. If a package is excluded from the widget, customers can't book it at all — they'd see "No services available" or a shorter list than expected.
If a customer claims they booked "the synthetic oil change" but synthetic isn't in your allowed list, the widget probably forced them to pick a different package or they bailed mid-flow without submitting.
4. Was a bookable technician available at that time?
Under Settings → Booking widget → Bookable technicians, the widget computes availability from each tech's schedule. If you've restricted bookable techs to a subset and that subset was fully booked at the requested time, the customer would see "No times available" — not a submission failure, just no slots.
Check the schedule view for that day — if every visible slot was taken, that's the explanation.
5. Is the lead time blocking same-day or near-future bookings?
Earliest lead days under booking settings determines how soon customers can book. The default is 1 day (= tomorrow). If a customer tried to book later today, the widget hides those slots.
Same-day bookings need lead time set to 0.
6. Did the customer complete every step?
The widget has 3 steps: pick service + vehicle, pick time, confirm. If the customer bailed before hitting "Confirm" on step 3, no booking gets recorded. The widget's analytics (under Reporting → Booking widget) shows step-by-step funnel — drop-offs at step 2 usually mean the customer didn't see a time that worked; drop-offs at step 3 are typically email-validation issues.
7. Did the booking land in the wrong inbox?
Bookings can route to:
- Requests — the default inbox for customer-submitted bookings.
- Schedule directly — if you've turned off the review-before-confirm gate.
- Out-of-area review — see check #2.
- Pending fleet review — for fleet customers with PO-required flagged.
Look at all four. The Requests sidebar entry is the one with the most. The fleet's portal also shows their own pending requests under their tokenized URL.
Still missing?
If none of the above explains it, two more things to try:
Replicate from the customer's perspective
Open your booking URL (https://app.mobileservicesync.com/book/<your-slug>) in an incognito window and submit a test booking. If yours goes through, the widget itself is fine — the customer hit a step-specific issue. If yours fails, the widget config is wrong (one of the checks above).
Check the Activity feed
In the bell dropdown (top-right) or at /activity, filter for Booking submitted events. Each booking — even the ones that landed in out-of-area or fleet-review queues — emits an activity row. If you see the row but no Request, the booking did process; it's just not where you expected.
Open a feedback ticket
If the activity row also doesn't show up, the booking truly failed silently. Use the in-app feedback widget (yellow speech-bubble in the corner) to send us the details — date/time, customer email if known, what they reported. We'll check the server logs.