Treatwell booking not showing in Phorest? A checklist to find out why
If a Treatwell booking hasn't appeared in your Phorest diary, it is almost always one of a handful of causes. Work down this list. The first question tells you which half of the problem you have.
1. Did Booking Connect receive the booking?
Open Bookings in your dashboard. Every Treatwell booking we receive is listed there, with any warnings.
It is listed: we received it. Go to step 2.
It isn't listed: the booking email didn't reach us. Check that your Booking Connect email address is in Treatwell under Settings and Notifications. See Set up Treatwell booking emails. Bookings made through your own Treatwell widget are included, and their order references start with W.
2. It is listed, but there is no appointment in Phorest
Read the warning shown on the booking. The Health card on your dashboard also lists anything that needs you.
"Stylist … isn't switched on" or "did not match any synced staff member". We couldn't tell which of your switched-on staff the booking was for. See Treatwell stylist name doesn't match Phorest.
A block, but no appointment. The service is still on the default setting, which blocks out the time with a break and doesn't create an appointment. See Blocked time or appointments? and Configure mappings.
"Could not read the booking date". Send us the order reference at support@booking-connect.com and we will look at the original email.
A processing error. Something went wrong while adding it. Check Phorest, and if it isn't there, add it by hand and let us know the order reference.
3. Is the stylist switched on?
Only staff who are switched on in Setup can receive bookings. Staff that Phorest hides from online booking are in a collapsed group on the Setup page. See Selecting staff and Why are some of my staff missing from the Setup page?.
4. Is it a change, not a new booking?
Cancellations and reschedules follow different rules. See What happens when a Treatwell booking is cancelled or rescheduled?.
5. Check your plan
Adding Treatwell bookings to Phorest, whether as blocked time or as full appointments, is part of the Plus plan. The Basic plan shares your Phorest availability with Treatwell but doesn't add Treatwell bookings to Phorest. See the pricing page.
If you still can't find it
Email support@booking-connect.com with the Treatwell order reference. We can look up exactly what happened to that booking.
Make sure someone sees the warnings
When a booking can't be added, we email the address you chose for warnings. Check it is read by someone. See Choosing where your Booking Connect emails go.
Booking Connect is an independent service. It isn't run by Treatwell, Phorest, Fresha or ClassPass.