The handful of things that go wrong, and how to sort them out in a few minutes. If none of these fit, contact us with as much detail as you can. The more specific, the faster we can help.
The booking form doesn't appear on my page
Check, in order:
- Is your Innkept code still on the page? Website builders sometimes drop it when a page is edited. Paste it again from Widget → Add to site.
- Does the page say "This booking form isn't available right now"? Then the form loaded but was turned away. Check your allowed domains include this website, exactly as it appears in the browser.
- Has your free trial ended, or a payment failed? Your form pauses until a plan is active. Check Billing.
- Using WordPress? Some themes remove code from pages. See the install guide.
- Still nothing? The space you pasted it into may be hidden or have no height. Ask your web person to take a look, or send us the page link.
Leads aren't reaching my CRM
- Look for the lead in your Innkept dashboard. If it's there, the booking form worked and the problem is further along.
- Open Integrations. Each connection shows when it last sent a lead. If that was a while ago, it isn't sending.
- Check the problem message on the connection, and open Recent deliveries to see each attempt.
- HubSpot, Pipedrive and the others: if access was removed or a password changed, click Reconnect. See the guide for your CRM for other messages.
- Webhooks: your developer should check their system replies within 10 seconds and isn't showing errors.
- Once it's fixed, use the retry button in Recent deliveries to resend the leads you missed.
Dates aren't blocking properly
- Open Calendars. Check the calendar is there and Block event dates with entries on this calendar is ticked.
- Check when it last updated. If it's been a while, click Sync now.
- Google Calendar: use the Secret address in iCal format, not the public address. The public one can be hours behind.
- A date is blocked that should be free? Look for an entry on one of your connected calendars, a Venue closed rule in your pricing plan, or a quote for that date that's already been accepted or paid.
The total looks wrong
The total is everything chosen, plus any pricing plan adjustments, plus VAT. Work through it:
- Open the quote in your dashboard. Check each line: name, quantity, price and line total.
- Check the quantities. Per-guest items are multiplied by the guest numbers they entered.
- Check the venue hire line. If a pricing plan covers that date, its price is used instead of your venue hire product.
- Check for a catering minimum top-up line. It appears if the food comes in under your plan's minimum spend.
- Check the VAT rate on each product. An item set to 0% adds no VAT.
I can't find a guest's lead
- Open Leads and clear any filters. They may have been marked Lost.
- Enquired before? A repeat enquiry from the same email is added to their earlier lead, not listed as a new one.
- On the free trial? Once you've had 5 leads in a month, new enquiries are turned away until the next month or until you choose a plan. We'll have emailed you when it happened.
The proposal shows the wrong logo or colour
- Open Locations, edit the venue and check the Branding section.
- Refresh the proposal page. Browsers hold on to old logos for a while.
- If the colour is right but the logo is missing, the upload may not have finished. Upload it again.
New-lead emails have stopped
- Check your spam folder.
- Check the Email connection is still on in Integrations.
- Check its problem message. If it mentions a bounce or a block, your email provider is rejecting us: add the address our emails come from to your safe senders.
- Try a different address for a day, such as a personal one, to see whether the problem is with your inbox.
Still stuck
Contact us and include:
- The web page where your booking form should appear.
- The message you're seeing, on the page or on the Integrations page.
- A screenshot, if it's something you can see.
A real person replies within a working day, often within the hour during UK office hours.