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Calendar Sync Troubleshooting

Resolve common issues with syncing your external Outlook or Gmail calendar.

If your availability in Wellifiy doesn't look right, or your external calendar isn't showing patient bookings, here are a few things to check. Calendar sync is two-way: events on your connected Outlook or Google calendar block out that time in Wellifiy, and patient bookings made in Wellifiy are added to your external calendar. You connect, disconnect, and reconnect your calendar under My Settings → Calendar Sync.

🔍 Common Issues & Fixes

1. External events not blocking availability

Symptoms: A meeting in your Outlook/Google calendar isn't showing as unavailable in Wellifiy.

Check:

  • Is the event on your primary calendar?
    ➤ Events on your primary Outlook or Google calendar are the ones expected to sync. Secondary or shared calendars (for example public-holiday, team, or subscribed calendars) may not sync reliably, so it's worth reviewing those if an event isn't appearing as expected.
  • Is it a true calendar event?
    ➤ Some events (like flight confirmations or hotel bookings) may appear in your Google calendar but are actually calendar overlays — not real events — and won't sync.
  • Is the calendar sync still active?
    ➤ Go to My Settings → Calendar Sync and check that the sync is still connected.

2. Patient bookings not showing in external calendar

Symptoms: A patient books an appointment, but it doesn't appear in your Outlook or Google calendar.

Check:

  • Was the sync set up before the appointment was booked?
    ➤ Syncing starts from the point of setup — past bookings won't retroactively appear in your external calendar.
  • Are you checking the correct calendar view?
    ➤ Patient bookings will be added to your primary calendar using the same email address you connected.

3. Time slot shows available too soon after an external event

Symptoms: You have a meeting until 12:50 PM, and Wellifiy shows your next availability as 12:50 PM.

Explanation:
Wellifiy doesn't add buffer time to external calendar events. If you need buffer time, adjust your external event to end later (e.g. 1:00 PM) to control when your next availability appears.

4. Unexpected "Unavailable (External Cal)" blocks on your calendar

Symptoms: Time is blocked on your Wellifiy calendar with the label Unavailable (External Cal), and patients can't book during it.

Explanation:
Blocks labelled Unavailable (External Cal) are pulled in from your connected external calendar, not set in Wellifiy. They're separate from Unavailability, which is time you block directly in Wellifiy.

Check:

  • Find the matching event in your primary Outlook or Google calendar.
    ➤ Editing or removing it there clears the block in Wellifiy on the next sync. Full-day or recurring events are a common cause.
  • Can't find it on your primary calendar?
    ➤ It's worth reviewing your other calendars too. In Google Calendar, look through the My Calendars and Other Calendars lists in the left-hand sidebar, as a secondary or shared calendar can sometimes be involved.
  • Still showing after that?
    ➤ Re-sync your calendar using the steps below, then contact support if the block remains.

🔄 Re-Syncing Your Calendar

If things still don't look right:

  1. Go to My Settings → Calendar Sync
  2. Disconnect the sync
  3. Reconnect it using your Outlook or Google address

This will refresh the sync and may resolve missed updates.

💬 Need Help?

Still stuck? Reach out to our support team for assistance.