Hi, Tim 

Firstly, I would like to sincerely apologize for the delayed response as we have been experiencing an unusually high number of tickets. I am sorry that it has taken longer than usual to respond to your concern and your patience is highly appreciated.

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This might be an issue with the Time Zone settings, that is making the discrepancy.

Can you please check these details :

If you enabled this setting : Show booking slots in client time zone on the Amelia general settings :

If you enable this option your clients will see time slots in their own time zone, and once they schedule an appointment you will see it in the back-end in the time zone that you have set in the WordPress General Settings under the Timezone option. So, for example, if your clients are in a time zone that is 1 hour less than yours, they will schedule an appointment for 8 pm, and you will see this appointment at 9 pm in the appointments list.

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Also, for example, in the main WP time zone, on the settings , if you have set a fixed UTC time zone.

We strongly recommend switching to a City that is the closest to the same time zone, to avoid any issues between back-end and front-end times.

Please check out more details explained about using time zones in Amelia on this page. Time Zones with Amelia

 The main summary is : 

When you select the city you're in, in WordPress' General Settings, the system automatically calculates the Daylight Savings Time, and shifts the clock accordingly, so if you have any issues with what you see on the front-end vs what you see in the back-end, always check the Time Zone in WordPress.

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And with this new feature to set employees time zones; we also recommend picking a city, rather than a fixed UTC time zone, to avoid any issues.

Important to note : for employees as well, it will only show their time zone when they log into the employee panel;  otherwise on the back-end, it will always show your WordPress time zone.

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I hope that was clear, but let me know if you have any questions, and if that solves the issue. Thanks.

Hi, Tim 

My sincerest apologies for all the waiting time.

I haven't been able to replicate this issue on any of our local Test sites.

Can you please check, is it possible that somehow the Time Zone set for the Google Calendar you are using, might be set differently, compared to the time zone of the device, on which you opened the Email?

That's the only remaining idea i have - but maybe you have already checked all of this as well.

Especially as you said that it was different before > and just started happening recently.

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It will be best to perform a Test booking, with your permission >

if we can do a quick test booking with our "dummy customer",  and we can check how the time will show from our end on the Email?

I tried to already log in, but it seems that the previous access you gave us is no longer Admin user (ameliasupport)?

Of course, if you change the User, or make new credentials, if you send it to  us, make sure to mark reply as Private.

Thank you

Hello Tim.

I booked a test appointment for tomorrow with the name Amelia Test, and this is the email I received:

From this, I can say that the time in the Google Calendar section on top is correct, but the time in the email body is not correct.
The appointment is booked at 3 PM on the back-end and since your WordPress site is set to Chicago (which is UTC-5, while I'm in UTC+2), the 7 hours time difference is set to 10 PM in the Google Calendar (ICS) section - so correctly.

Since Amelia doesn't have any time zone settings, I believe some other plugin is doing this. The time zone is being pulled from the General Settings of WordPress, and Amelia uses those as default. Then it converts the time to the time of the customer.

Can you, please, deactivate all other plugins except for our plugin, refresh the page where the issue is, and see if it is resolved (it should be)? If it is, then start activating other plugins one by one, and after each activation refresh the page to see if the issue reoccurred. Once it does reoccur, you will have found the plugin causing the issue.

If that doesn't help - would you be able to provide us (in a Private response) with a staging site, along with WP-admin (Administrator) user, FTP, and the database, so our developers can debug the plugin, and see what's going on?

If you're not able to provide us with a staging site, can you clone your website?

If yes - I'll ask you to install the Duplicator plugin. It will generate a couple of files that you can send me (along with the log-in credentials), and then I can create an exact copy of your website, see what the issue is and try to resolve it.

The Duplicator plugin can export only up to 500MB of data, so if your site is bigger than that, please use the All-in-One WP Migration plugin.

Please note that the files will be too large to attach to the ticket, so you can upload them via wetransfer.com and just send me the link.

Alright, Tim, that's good to know.

I browsed some settings of plugins I believed had some Time Zone settings, but I couldn't find anything that would interfere. The only thing I found was that the "Calendar" plugin has Time Zones turned off on this page:

You can disable all plugins except for Amelia (for a few minutes, while you can test this), and then book an appointment from the front-end. If that works fine, start enabling the plugins one by one and perform another test after each activation. Once the issue reoccurs, you will have found the plugin causing this.

Of course, if this doesn't help, let us know.

Hi, Tim

Sorry for a delayed response.

I am delighted to hear that this has been resolved. Thank you for letting us know. Anything else that we could assist with, please don't hesitate to create new tickets.

Have a great day!