Hello Gonzalo,

Thanks for reaching out to us and apologies for the delayed answer.

As far as i understand, this is happening in the customer panel when a customer tries to reschedule the appointment? 

Please provide me a temporary WP-admin (administrator) user for your site where this happens, so we could log in and take a look ‘from the inside’ as that’s the most efficient way to see and resolve the issue. 

We do not interfere with any data or anything else except for the plugin (in case that’s a production version of the site), and of course, we do not provide login data to third parties. 

You can write credentials here just check PRIVATE Reply so nobody can see them except us.

Hello Gonzalo,

Thanks for the access. So i can see that the customer "Gonzalo Montequi" does have some appointments in July, but whatever appointment i try to reschedule, i don't see any issues there. It does let me reschedule for any time, perhaps you can give me more details about which appointment and time you've tried to reschedule? Also, in service settings, i see that the number of appointments is set to 4, not 9 as you previously mentioned.

Hello Gonzalo,

Thanks for the additional information. Please, let me troubleshoot further and i will let you know as soon as i have more information.

Thank you for your patience and understanding.

Hello Gonzalo,

Thanks for the additional information.

Would you be able to provide us with a Staging site, along with WP-admin (Administrator) user,  FTP credentials and the database access ( Either link with credentials for PHPMyAdmin or Hosting Panel),  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 All-in-One WP Migration plugin. It will generate a file 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. Please note that this file will be too large to attach to the ticket, so you can upload them via wetransfer.com and just send me the link.

Also, which time and date should we try? Should we try again, July 4th from 16:00h to for example 20:00h or?

Hello Gonzalo,

Thanks again for the credentials. I've forward the information to the developers for further troubleshooting. I will get back to you as soon as possible.

Thank you for understanding and patience.

Hello Gonzalo,

Thanks again for the credentials. I've forward the information to the developers for further troubleshooting. I will get back to you as soon as possible.

Thank you for understanding and patience.

Hello Gonzalo,

Just wanted to provide an update that the developers are still troubleshooting this issue. I will provide feedback as soon as i have it. 

Thank you again for your patience and understanding.

Hello Gonzalo,

Please accept our apologies for the prolonged troubleshooting. I'll make sure that i get back to you as soon as i have the feedback from the developers.

Thank you again for your patience and understanding.

Hello Gonzalo,

After extensive research, we regret to inform you that we weren't able to reproduce the issue on our local host not on your website. We've tried every possible scenario, but this we haven't got the expected results. The best option would be to monitor the situation further and report back to us right when the issue happens, with exact details and steps so we can reproduce right away.

Apologies for the inconvenience.

Hello Gonzalo,

Thanks for the file, but let me explain a bit more about how this limit works. As per your screenshot of the configuration

This means that a customer will have a number of appointments (3) in period of 1 week (seven days), the limit is calculated from date / time of the booked appointment. But, the limit also calculates the before and after time, which means that in period of 7 days in total, this customer can only have 3 appointments. You may also notice the option to choose "time period is calculated from".

If you choose the " Booking date and time" then the limit is calculated from the present day and then 7 days before and after. 

I hope i cleared a bit now.

Hello Gonzalo,

Apologies for the delayed answer. Let me explain a bit more. There are two options, “ Booking date and time” and "appointment date/time". The first one calculates the time for the present day, so 7 days before and after (assuming that the limit is 1 week).

If the limit is 2 appointments and you have the option "appointment date / time" selected, the customer books on 11 June and 12 June (both at 10 AM) he won't be able to book 05 June at 11 AM (the same date at 10 AM will be available). The same goes for 18 June at 9 AM (but the 10 AM will be available)

So, it calculates from 12 June (one week before) and from 11 June (one week in advance). In a total of 7 days, this customer can only have 2 bookings (that's the limit)

I hope I cleared a bit.