This article will help you identify why specific appointment timeslots are either not showing when they should, or appearing when they shouldn't on your HighLevel calendar. Whether you're using a standard or round robin calendar, we'll walk you through the most common causes and how to fix them—so you can get back to booking smoothly!
TABLE OF CONTENTS
- What is Time Slot Visibility in HighLevel?
- Key Benefits of Understanding Time Slot Visibility
- How to Troubleshoot Missing or Unexpected Time Slots
- Frequently Asked Questions
- Related Articles
What is Time Slot Visibility in HighLevel?
Time slot visibility refers to whether or not appointment booking slots appear to your clients on your public calendar. These slots are determined by a combination of factors—calendar settings, user availability, buffer times, external conflicts, and Round Robin logic. When something’s misconfigured, you may run into issues like:
A user is available but their time slots are missing
Time ranges are open but not bookable
The calendar shows more (or fewer) times than expected
Understanding how these variables interact is essential to diagnosing the issue.
Key Benefits of Understanding Time Slot Visibility
Knowing how calendar logic works helps you reduce missed bookings, improve user experience, and troubleshoot faster.
Identify configuration issues faster
Avoid overlapping or conflicting calendar events
Optimize team availability with correct Round Robin settings
Use the built-in Troubleshooting Tool for deeper insights
Minimize client friction during booking
How to Troubleshoot Missing or Unexpected Time Slots
Time slot issues can result from multiple overlapping factors. Use the grouped checklist below to methodically diagnose and correct visibility problems.
Calendar Settings
Calendar configurations are the foundation of availability logic. Incorrect selections here are a common cause of visibility issues.
Check that you're viewing the correct calendar.
Go to Calendars > Calendar Settings. Click Edit on desired calendar. Confirm you are working inside the intended calendar by checking calendar name, calendar group and calendar type.
Verify working hours and custom date availability
Click Edit on the desired calendar. Visit the calendar's Availability tab and confirm that:
- Weekly hours are properly set.
- Date-specific overrides haven’t blocked times. Learn more about availability settings.
Confirm the correct user(s) or team is assigned
Availability is based on the assigned users. Check under Team Members Assigned by clicking edit on desired calendar then using the dropdown named SelectTeam Member & Assign Meeting Location in the Service Details tab.
Slot Duration, Buffers & Interval Settings
How your slots are spaced—and buffered—can create gaps or block slots entirely.
Check your slot interval, duration and buffer settings.
These control how often time slots appear and how long they are. To edit, Go to Settings → Calendars. Click on the calendar you want to edit. In the calendar editor, navigate to the Availability tab. Scroll to the Slot Duration, Post Buffer Time and Slot Interval fields and adjust the values to match your service needs.
External Conflicts & Calendar Sync
Connected calendars can block availability based on busy times. Check for events blocking slots in synced Google/Outlook calendars.
External calendar events—if marked busy—will block slots on the internal calendar. Learn more on how conflicts work
Timezones
Timezone mismatches are a hidden but common issue, especially across teams or international clients.
Make sure all timezones align
Double-check both your user profile settings and the client’s calendar view to make sure A 3 PM slot for one user could be 10 AM for another.
Use the Calendar Troubleshooting Tool
Use the Troubleshooting Tool to understand slot logic
This built-in feature breaks down exactly why a time slot is blocked. To access the tool, Navigate to Calendar Settings, locate the calendar you want to troubleshoot, and select Troubleshoot Calendar (Wrench Icon). Learn More on how to use the Calendar Troubleshooting Tool
Frequently Asked Questions
Q: Why does a team member show available but isn’t getting booked?
The Round Robin logic may be skipping them due to prior assignments or availability priority settings.
Q: Why are my booking slots not aligning with my working hours?
This could be due to slot intervals, buffer times, or hidden external calendar conflicts.
Q: Why do slots show up on some browsers but not others?
Browser caching or mismatched timezone display can cause these inconsistencies.
Q: Can I allow clients to pick their preferred team member?
Yes, enable staff selection under the calendar’s settings if you're using Round Robin.
Q: What does the troubleshooting tool show me?
It lists every rule or condition blocking a specific slot, including time zone, buffer, user assignment, and more.
Related Articles
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