TABLE OF CONTENTS

Common Issues

Common Issues

Calendars appear "connected" in the UI but don't sync availability.

There is a mismatch between the expected and actual event visibility, and time shows available when there are bookings in a calendar (e.g., calendar shows free when actually busy).

User Event Settings

Bookings in a calendar are not showing as unavailable in the Cronofy availability calendar.

Common cause: Coaches may have events not marked as Busy/Opaque, especially for vacation or all-day events, can cause Cronofy to misinterpret availability. For example, for outlook, Busy, Tentative and Out of Office are interpreted as unavailable. Tentative, Free, Working elsewhere are interpreted as available.

Incorrect use of Prep time (Pre- and Post-)

Selecting Prep time allows coaches to create a buffer between sessions, essentially marking the number of minutes after, or before any given session as unavailable for booking. The Pre, and Post do not cancel each other out. They may not fully understand that this can create cumulative amounts of time as unavailable.

Example:
-You have 30mins set for both Pre and Post prep time,
-You have two 60 minute bookings in your calendar for 10-11am, and 12-1pm.
-9.30-10am, and 11.30 -12pm will be unavailable as pre- prep time,
-11 -11.30 and 1-1.30pm will be unavailable as post- prep time
-your will have no availability between the two sessions.

Not Saving New Rules, to Apply Settings

When coaches adjust or review their calendar sync settings, their availability may appear blocked by default.

This state persists until they click "Save new rules", even if they didn’t actively change anything.
A manual save is currently required to ensure the settings apply and sync correctly.

Incorrect Calendar Type chosen when syncing

This could be because when the Coach synced their calendar, they did not choose the correct syncing option, or did not follow correct steps for a specific calendar type.

Office 365 vs Outlook.com

When you connect an outlook calendar, we must distinguish between a business (or paid) account and a free account. If your account is a business account, you should connect using Office 365. If it is an unpaid account, you should sync using the outlook.com option.

Cronofy can’t detect events properly unless connected via the correct (business) account type.

If you thnk you might have mistaken this, please remove the calendar and re-sync it.

Apple Calendar:

If you are syncing an Apple / iCloud calendar, you need to make sure that you followed the correct steps. At the point at which the implementation shown in the screenshot below, it will ask you to enter your email and password, you must NOT enter your Apple ID Password. Instead, you must create an "App-specific password". The steps to do this are included in this Cronofy guide: Cronofy iCloud Setup Docs.
The steps to create an Apple App-Specific Password are here: Apple App-Specific Password Support

Google Calendar

Users often skip permission checkboxes during authorization. Especially: “See, edit, share and permanently delete all the calendars you can access…”

If the user has not selected this checkbox, they will get an error and be routed back to start the authorisation again.

The first user from a domain may need IT admin approval to authorize Cronofy.
An admin consent link must be shared with IT to approve access.
Applies to both Graph API (calendar) and Microsoft Teams integrations.

On-Premise Exchange

Often requires manually entering server details during auth.
This points Cronofy to the right Exchange server.
Useful if email and password alone don’t work.

Summary of Calendar Type issues and Fix

Calendar Type	Common Issue	Fix
Office 365	Sycned a business account using Outlook.com instead of Office 365	Remove calendar and resync using Office 365
Office 365	Admin approval needed: wrong connection method used	Use Office 365 option; provide Admin Consent link
Outlook.com	Synced a private (free) account using Office 365 instead of outlook.com	Remove calendar and resync using Outlook.com
Google Calendar	Not all permission boxes checked	Re-authorize and ensure all checkboxes are selected
iCloud (Apple)	Password reject	Use Apple-generated app-specific password
On-Prem Exchange	Cannot find Exchange server	Enter optional server details during authorization
Microsoft Teams	Admin approval for first domain user	Use Teams Admin Consent link
Cronofy Settings	Coach dashboard shows blocked availability by default	Require manual 'save new rules' even is no changes are made

Unable to see slots (coachee or coach), when trying to book 1-1s, despite availability in Coach OS availability Calendar

Sometimes The Coach OS availability calendar shows as free, but slots do not come up when a coach or a coachee is trying to book.

This could be:

35 day availability limit

Currently Cronofy only shows slot availability up to 35 days ahead. Product teams are in discussion. For now, use a workaround.

Have the coach book directly using their Coach OS availability calendar as shown below at an agreed time
Revert to slot mode to make the booking, and then revert back to Chronofy.

Booking Windows interference

Dev team are investigating the impact of booking windows on slot availability. If there is a difference between available slots for one client and another and one uses booking windows, then this is a more likely scenario.

This can be in combo with the 35 day availability showing. Check known bugs, escalate, and use a workaround.

If booking windows no longer relevant remove them, and refresh

Workarounds

Simple vs Cronofy Toggle for Coaches

Coaches (and HD staff) now have the ability to toggle between “Cronofy” and “Simple”.

"Simple" is the legacy calendar display mode - slot based (opening slots to make available)
This toggle can offer immediate relief to coaches experiencing syncing/view issues with Cronofy.
Suggested as a last resort if syncing can’t be fixed otherwise

You may need to go back into Cronofy Settings and re-save last rules in order to revert back to Cronofy settings

Cronofy Troubleshooting