Bookings made... not showing up in my appointments

Hi ​@Ronners63421, that would be really frustrating to get so close with your clients but them have your bookings disrupted at the very last step. It is good to see that some of the bookings have gone through though. That lets us confirm that the integration was set up correctly, which allows us to skip a few steps.

We need to parse a couple things here. “Pending” bank activity usually means the invitee reached the payment step but their bank placed a temporary authorization hold. Additionally, not seeing the event on your calendar means the Calendly booking wasn’t fully confirmed. In Stripe, these show up as “Incomplete” or “Uncaptured” payments when someone opens the payment form but doesn’t finish the booking — no money is actually taken, and the bank hold typically drops off automatically within a few business days. If your guests didn’t land on the final “Scheduled” confirmation page in Calendly, no appointment was created. Based on what your invitees are describing, it sounds like they went through the process of finding a time with you and entering payment information but got disrupted and didn’t completely finish the booking. I would ask them to try to book another appointment. I know this is a hassle to ask your guests to go through the rigamarole all over again and I’m sorry about that. Going forward, adding a sentence or two in the event description might go a long way to make sure these bookings reach the goal line. Something describing that a booking isn’t complete until you reach the scheduled page. I hope this adds some clarity. Let us know how it goes and don’t hesitate with any other questions. We are here to help!

On both occasions I noticed the ‘uncaptured’ transactions in the transaction log in Stripe. Both people had confirmed that they wanted to attend and I was able to manually capture the payment. 

In Stripe it had not captured the people’s email address or phone number. The email address is a mandatory field on the form along with the First and Last names. I asked the people for their email address as I had contact with them another way. I added them as Contacts in Calendly and could add them to the event and with their email address, they could receive the booking confirmation email. 

What I want to understand is how this has happened. If I don’t know the person, I will have no way to contact them. I am wondering if they didn’t complete the Calendly parts of the form and so the form could not be submitted and make the booking. But they may have only completed the Apple pay/payment part of the Stripe integration on the form. Just a thought… could this happen? I’m not sure if this is a Calendly booking form issue or a Stripe payment issue. Any further ideas? 

could it be this apple pay bug? I’ve experienced similar issues with bookings on my site - and found this thread. I’m going to disable apple pay via stripe for now

This has been a really serious issue for me as well, with me missing several appointments that my clients believed they had booked with me--including their CCs and/or bank accounts showing the payments as pending--but I received no notice. 

Calendly support says that they are working on the issue. However, in the meantime, I have disabled the payment requirement from my event types, and switched over to manual invoicing. However, this has been a huge hassle and very frustrating. 

I really hope that it gets fixed soon!

After contacting Calendly support we went around the houses of misunderstanding the issue (which I thought I’d made pretty clearly) I was told this may be user error and it was working correctly, as intended functionality. My customers fault. I didn’t agree.

At the same time as my Calendly chat support, Stripe support called me from Ireland and were very helpful. Once I’d told Calendly that I was on the phone to Stripe I was told by Calendly that this was a known issue that they were working on and had implemented a fix.

As Taylor15386 has mentioned, this has not been a good experience for me or my customers. Let’s hope the fix has been made and we don’t see any more of these issues. I still have payment issues notices on my Calendly events but I believe I’ve captured these payments in Stripe and have manually added the contacts in Calendly. This is especially difficult when you do not know the client personally as you have no way of contacting them and setting them up in Calendly. 

This inconvenience has cost me time and money, maybe some people abandoned the purchase process and has had some impact on my reputation. Can my clients trust the system I invite them to use?  I wasn’t expecting this when I paid for an annual subscription. 

I found this community by searching calendly stripe integration problems in google. About a month ago, we started seeing uncaptured payments and a lot of incompletes in stripe. I assumed they were from people abandoning the final step of booking. Then we had a few calls with people saying they made an appointment and their card was charged but we had no record of the appointments. They were clicking the submit event button and nothing happened but it captured their card and took their payment to hold. Some people could book, a few people could not but it charged their card and helps the payment. I had to manually accept these payments in stripe and manually book them. The incompletes I am still uncertain about. We had several people try to book and they called to say the button wasn’t working. I checked if and it wasn’t. I contacted calendly and was told they were aware of an integration problem and were working on it. He assured me the incompletes were people who didn’t finish booking which I am not certain this is the case. I was very upset because I lost business because of this and calendly didn’t notify me or anyone else apparently. The next day it appeared to be fixed and I have tested it daily since then. Yesterday and today, we noticed 25 incompletes in stripe. I contacted calendly again saying I am concerned because we never had incompletes until the integration issue. He assured me it’s not the integration. 
 

I am letting you know that if you’ve had problems, I am not sure the problem is fixed. It seems the booking link works for some but not others. I am in process of switching booking platforms because I can’t risk people being unable to book consults and people being upset when they think they scheduled an appointment and the system didn’t book it. This is extremely frustrating and the lack of communication by calendly is concerning. 

Thank you to JamieG for providing this update. I was assured last week that the integration issues had been fully-fixed, but I waited a week to re-link my accounts after switching to manual bookings to avoid angry customers who thought I was no-showing on appointments they believed that they had booked (and for which they had “pending” charges on their CCs). It seems as though the integration likely has not been fully fixed if JamieG had these same issues just three days ago, so I guess I will also be switching away from Calendly. 

Hi all - Apologies for the delay here. I got your information over to the team (Thank you for reporting!) They were able to look into it and confirm there are still ongoing issues here. Apologies for any confusion you all have run into.

To provide some more context here, as a part of our Stripe integration, you will still see some incomplete and uncaptured payments in your dashboard at some capacity. Incomplete payments are non-authorized payment, so an example would be someone loading your scheduling page but then closing it. Uncaptured payments however are payments that were authorized (invitee enters credit card details) but doesn't schedule the event. Our goal is to minimized instances where a booking failed to schedule for some unknown reason, and will be investigating these cases.

As a work around to minimize booking failures, we would recommend trying to recreate an event type from scratch (not clone) if for some reason your event type is corrupted. While rare, this solution can help resolve booking failures for invitees. After recreating, please monitor your Stripe payment records and let us know if that makes an impact.

If you haven’t already, I would ask that you can send any examples of cases where you’re seeing these errors and send them to our support team by emailing support@calendly.com or chatting in (Chat is the faster route here) to help our team investigate further. Please do not send screenshots in the community thread as it could expose some private data. 

If you need any help or are running into issues getting in touch with our team, let me know. Once I hear any update on this, I’ll update the thread here.