Treatwell stylist name doesn't match Phorest: how to fix it
Booking Connect finds the right person for a Treatwell booking by comparing the stylist's name on the booking with your staff in Phorest. When the two don't line up, the booking can't be added, and you can fix it for good in a minute.
Why names don't match
Treatwell shows the name your team set up in Treatwell. Phorest has the name set up in Phorest. They are often different:
initials or a nickname in Treatwell ("AM") and a full name in Phorest;
a first name only in one, and a first and last name in the other;
a different spelling, or a surname in one that isn't in the other.
How the match works
We compare the Treatwell name with your switched-on staff only. Every word in the Treatwell name must appear in the Phorest name, in any order. So "Alex Morgan" matches "Alex Jane Morgan". We also forgive a missing space. If more than one person fits, we don't guess, and the booking is flagged.
Two things stop a match:
Nobody fits the name. For example "AM" or "A. Morgan".
The person isn't switched on. They are in Phorest, but not switched on in Booking Connect, so they aren't considered. Staff that Phorest hides from online booking are in a collapsed group on the Setup page. See Selecting staff.
Three ways to fix it
Make the names the same. Change the name in Treatwell or Phorest so they agree. This is the tidiest fix, and it also helps Treatwell clients.
Switch them on. If the problem is that the stylist isn't switched on, switch them on in Setup.
Tell us who the name is. On the Bookings page, a booking that failed for this reason shows Choose the stylist for "AM". Pick the person and press Remember this. From then on, any Treatwell booking with that name goes to that person. Only staff who are switched on are listed.
Things to know
The booking that already failed still needs adding to Phorest by hand. Remembering a name helps future bookings.
See and remove what you've saved on the Setup page, under Staff. Remove one if it is wrong, or if the person has left.
If someone is switched off later, a saved name for them is ignored, so bookings fall back to the normal matching and you're told if one can't be matched.
Your Health card tells you why. When a booking couldn't be added because of a name, the card says which kind of problem it was.
Still stuck? Email support@booking-connect.com with the order reference. See also Treatwell booking not showing in Phorest? A checklist to find out why.
Booking Connect is an independent service. It isn't run by Treatwell, Phorest, Fresha or ClassPass.