> ## Documentation Index
> Fetch the complete documentation index at: https://docs.bilby.health/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting online booking

> Fixes for common online booking and portal problems.

### Patients are told online bookings aren't available

Check that online bookings are turned on, you have at least one service, and at least one practitioner has a schedule with services and hours.

### A practitioner has no times online

Paint hours on their schedule, inside their working hours. Leave, closures and your notice settings also remove times.

### I can't paint part of the schedule grid

Those hours are outside the practitioner's working hours. Change their hours first. See [Getting started](https://docs.bilby.health/getting-started/overview).

### My booking link is already taken

Try another.

### Bookings arrive as requests, even though I chose to confirm instantly

Bilby confirms instantly only when it can match the patient to one existing patient. New patients, or patients whose details differ, arrive as requests.

### I can't send a booking link with a deposit

Set up card payments first, and give the appointment type a fee in **Settings › Services & fees**.

### I can't see Send booking link or the patient portal

These need the feature turned on for your practice. Sending booking links is for admins and reception only.

### A patient can't sign in to the portal

Check the portal is on and they're using the email address on their record. They can ask for a new code.

### A patient can't cancel or reschedule online

Check you allow it in **Settings › Patient portal**. Appointments close to their time, repeating appointments and paid appointments can't be changed online.


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