Fix customer portal sign-in, reschedule, or cancellation problems

The customer portal shows only the actions a booking is eligible for. Check the booking's status and the event's self-service policy.

Symptom: A self-service action is missing or blocked

Check 1: Event self-service policy

• Check: Customer rescheduling or cancellation might be disabled. The notice window might have passed.
• Fix:
  1. Open the event's Advanced tab.
  2. Check if rescheduling and cancellation are enabled.
  3. Check the notice windows and maximum reschedule count.
  4. Review the booking in Bookings → All Bookings. Read the exact block reason shown on the portal page.

Symptom: The sign-in link does not work

Check 2: Link expiration

• Check: Customer sign-in links work only once. They expire after 15 minutes. A used or expired link shows Link invalid or expired.
• Fix:
  1. Tell the customer to open https://bookings.cleverbooster.com/customer.
  2. Ask them to request a new link.
  3. Tell them to open the You're verified page and press Continue.
  4. Ensure they use the correct link for your specific store. Do not forward a used link.

Symptom: Sign-out or policy change fails

Check 3: Browser sessions and manual changes

• Check: The customer might be stuck in a session or facing a strict policy.
• Fix:
  1. Tell the customer to click the Log out button in the portal.
  2. If they still cannot change a booking, open it in the admin.
  3. Review its status, start time, and event policy.
  4. Tell the customer the exact block reason before making manual changes.

Related articles

• Let customers reschedule and cancel bookings themselves
• View, search, reschedule, and cancel bookings
• Check customers in and out, and handle no-shows