Frequently Asked Questions

This guide applies to practices on either Optomate Touch or Sunix Vision. Where behaviour differs between the two, look for the Optomate / Sunix callouts.

The one idea behind most availability questions: Your Booking never keeps its own separate calendar. Every time it shows a patient which times are open, it reads them live from your practice management system. So if a time appears online that you didn't expect, the answer is almost always in how that day is set up in your PMS — not in Your Booking. Your Booking can only ever offer what your system reports as open; it can't invent availability that isn't there.

Availability & appointments

A day (or time) is showing as available online, but we don't work then — or we've blocked it

Because Your Booking reads availability straight from your practice management system, a time only appears online if your system currently says that time is open. When a day shows up that shouldn't, it's nearly always because the day is still marked as open at your end.

Sunix: the most common cause is a whole-day appointment that's been left with a status of "Available" instead of "Not Available". Your Booking reads that all-day "Available" appointment as one large open block — for example 9:00 am to 5:00 pm — and will happily book a patient into it. When it does, it shrinks that block down to the length of the patient's appointment and leaves the remainder of the day open, so the rest of the day then fills with your normal template times too.

To close the day:

1. Open that all-day appointment and change its status to Not Available — exactly the same as a day you've already blocked off correctly. Once it's "Not Available", Your Booking treats it as closed and stops offering it.
2. If you never work that weekday, it's also worth removing it from your appointment template (Maintenance → Appointment Templates) so those slots stop being generated in the first place. Note that removing the template only stops future days from being created — it does not clear days that already exist, so any day you've already set up still needs its status changed to Not Available by hand.

Optomate: availability follows each practitioner's roster and schedule. If a day is showing online that shouldn't be, check that practitioner's roster for that date — a day that's set as a working day with open time will be offered online, even if you weren't intending to take bookings then. Adjust or close the day in the roster and the change flows through to Your Booking.

A patient booked a time we thought was closed

This is the same underlying cause as above: at the moment the patient booked, that time was still marked as open in your practice management system, so Your Booking offered it. It doesn't mean Your Booking created a slot on its own — it can only ever show what your system reports as available.

Check that date in your PMS:

• Sunix: look for an all-day appointment left as Available, and set it to Not Available.
• Optomate: check the practitioner's roster for that day.

Once the day is correctly closed at your end, it won't be offered again.

Still stuck?

If none of the above matches what you're seeing, get in touch with us and, where you can, include a screenshot of the day in your practice management system alongside what's showing online — seeing both sides together is usually all we need to spot the cause quickly.