--- title: Calendar Sync Troubleshooting description: Calendar Sync Troubleshooting --- [Skip to content](https://support.wellifiy.com/en-au/knowledge-hub/calendar-sync-troubleshooting#main-content) ![Wellifiy Logo Horizontal-1](https://support.wellifiy.com/hs-fs/hubfs/Wellifiy%20Logo%20Horizontal-1.png?width=145&height=51&name=Wellifiy%20Logo%20Horizontal-1.png) Open main navigation Close main navigation How can we help you? - There are no suggestions because the search field is empty. 1. [Wellifiy Knowledge Hub](https://support.wellifiy.com/en-au/knowledge-hub?hsLang=en-au) 2. [Troubleshooting](https://support.wellifiy.com/en-au/knowledge-hub/troubleshooting?hsLang=en-au) # 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. --- #### 5. **Calendar sync not working in an IT-managed Microsoft 365 or Google Workspace environment** **Symptoms:** Your Organisation's Microsoft 365 or Google Workspace is managed by an internal IT team, and calendar sync isn't working in one or both directions. **Start here:** Before troubleshooting anything else, liaise with your internal IT team to confirm that Calendar Sync has been granted all the required permissions on your Organisation's side. Some Organisations restrict which apps can access Outlook or Google calendars, and sync won't work fully until these permissions are in place. For Outlook, these are Microsoft Graph API permissions. For Google Calendar, your Google Workspace admin may need to allow Calendar Sync's access to Google Calendar. Contact support if your IT team needs the list of required permissions. **Then check:** - Has each Team Member disconnected and reconnected their calendar since the permissions were granted or changed? ➤ A calendar connection keeps the permissions that were in place when it was first set up. Every connected Team Member needs to re-sync using the steps below, as updating the permissions on their own won't refresh existing connections. - Still not syncing after reconnecting? ➤ Contact support and include the permissions your IT team has applied. --- ##### 🔄 Re-Syncing Your Calendar If things still don't look right, or your IT team has recently changed your Organisation's Microsoft or Google permissions: 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? 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