Hello there,

Thank you for reaching out to us.

When you have several questions or issues please open a new ticket, and we will help you there. In that way, issues and questions which are related to different subjects will be in separate tickets so other customers or our support agents can find them easily. 

Our policy is to have one issue or question per ticket because of the reasons that are described already.

Thank you for understanding.

- text notifications are not sent consistenlty. They will begin to work and every month or two we have about a week where texts reminders are not sent - We can not influence reminder notifications. This needs to be checked and set by hosting provider since they are set on the server

- bookings should be available to make every 20 minutes (from the hour) where there are any 40 minute slots. Often these will only show on the hour or at 40 minute intervals rather than at 20 minute intervals - if you want to show 20 minutes intervals you need to set a default time slots steb to be 20 minutes

- double bookings are now being made frequently. Patients are able to find appointments and book them online where another appointment already exists. This has happened about half a dozen times over the last 2 months and we have not noticed until the day, wherein we then have to cancel a very disgruntled patient. - Amelia is designed to prevent double booking. Please check service capacity and then service capacity in employee modal in assigned services.

Also there is one more option that you need to check in settings appointment settings check if the option to allow booking above maximum is turned off like this

This should help. 

Hello again,

Yes of course we can take a look and test this but we will need more information. For what service this happened with what employee and so on. Also 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.

Looking forward to your reply. 

Hello again,

We went on your site and we see that everything is set properly so this should not be able to happen. There is a small possibility that this can happen with WooCommerce but our developers worked on that so this should not be possible also. But it has never happened with Stripe and we can not replicate this issue on your site or on ours. As far as we can see everything is fine and it is working we do not see any issues. We wanted to check this appointment but you did not tell us when this appointment was so that we can take a look at this one. Now everything is working and we do not see any issues and we can not replicate this on your end. 

Hello again,

We will take a look at this now and as soon as we have more information we will contact you again on this ticket.

Hello again,

We just got the feedback from our colleagues and they have told us that both of these bookings were made on the backend and we have tested everything and we can not replicate this issue now. We tried but we can not double-book in any scenario. The fact is that this should not have happened and how it happened we can not say but whatever we test and try now we can not create a double booking.

Please keep an eye on this and if this happens again or if you can replicate this issue, please let us know immediately but this was hopefully 1 in a 1000000 and this will not happen again. 

Hello again,

We will check this again but can you replicate this issue now? So that we can how you are able to achieve this? We ask because Amelia si designed to prevent this specifically and I personally never have seen this issue and We tried and we can not replicate this on your end. If you can it would be of much help if you can send us the video and steps to see how this is possible.

Looking forward to your reply. 

Hello again,

To be honest so are we. Amelia si designed to prevent this specifically and this should not happen once let along half a dozen times but we simply can not replicate this. This was possible in a way with WooCommerce when 2 persons book at the same time in matter of seconds but our developer fixed that also but with Stripe we never had any issue not we have seen this and we tried several scenarios including booking at the same time form few devices but we can not replicate this it does not allow us to double book. 

Best regards. 

Hello again,

We will forward this to our developers to see if they can find something out since we simply can not replicate this issue on your end.

As soon as we receive feedback from them we will reach out to you again on this ticket. 

Hello again,

We just checked the front form from a private window, and for example, if we check today (21.05), we can see only two free time slots that are not overlapping with any already booked appointments on the backend:

Also, the blue color on the appointments page indicates that most of these appointments are made from the backend.

If your employee is making appointments from the wp-admin area, you might also want to check their role. Since you mentioned that it only happens for this employee, Mo Ashraf, we found the email of this Amelia employee as a user in WordPress with the 'Amelia Manager' role.

Hello Jordan,

As Marko is out of the office, I will fill in for him.

We were unable to replicate the issue that you are dealing with from our end with the latest version of the Amelia plugin (7.5.1).

Can you please update the plugin to the latest version (7.5.1), test it out, and let me know if it works or not?

Looking forward to your reply.

Hello Jordan,

Here is how to update the plugin to the latest version:

Updating the plugin to the latest version

Please note that the issues that are not replicable are really hard to troubleshoot and we always advise the latest version to be installed on each Amelia user's website.

Please let me know if that resolved the issue.