Troubleshooting Block Bookings in Go Operator
Problem
A block booking in Go Operator Centre Management can't be created, edited or cancelled as expected, or looks wrong on the booking sheet, and you need to find out whether it is set-up, permissions or expected behaviour.
Resolution
Work through the triage order
Only consider a defect after all six are cleared.
Check whether they can create at all
- An error naming Cash and invoicing accounts means Default for Hosts isn't set in Plus2. See Fixing "Payment method Cash is not an invoicing account".
Check the rollout phase and flags
- Which rollout phase is the site on, and which flags are on (Block Bookings via Gladstone Software Support; Pay-by-Link)? See Setting Up Block Bookings in Go Operator.
Check permissions
- Does the user have edit/cancel permission, and a single role? See Block Booking Permissions in Go Operator.
Check for invoiced dates
- Is anything in range invoiced (paid or unpaid)?
Check where it was created
- Was the booking created in Plus2?
Check for earlier single-date edits
- Has that occurrence been individually edited before?
Match the symptom
| Symptom | Likely cause | Action |
|---|---|---|
| Customer missing from the search | No invoicing account on the contact | Add it in Plus2 |
| Every create fails; error names Cash | Invoicing not Default for Hosts | Plus2 fix above |
| Edit/Cancel greyed out but detail visible | No Update/Delete permission, or combined roles | Check the GMC role; one role per user |
| Edit selected date and all future or series scope missing | An invoiced date in range (or no permission) | Handle invoiced dates one at a time |
| No recurring indicator | Created in Plus2, or rollout phase | Not a defect if legacy |
| Series shorter than requested | Conflicts dropped dates at create | Expected; check the Dates count |
| Dates count ≠ Products count on review | Exclude Date ticked; Dates refresh on Next | Expected; click Next |
| One date ignores a series-level change | That date was edited individually earlier | Edit it directly |
| No invoice for a block booker | Booking made against the wrong contact, or no invoicing account | Check the contact on the booking and its Plus2 invoicing account |
| Customer paid by link but the sale shows unpaid | Display not refreshed | Refresh Sales History / POS in 360, then contact Gladstone Support |
| Expected credit note didn't arrive | Original was unpaid or unapproved | Check invoice state |
| Wanted monthly invoices, got Whole Reservation | Fixed at creation | Cancel and recreate |
| "Cancel all" left past dates | By design | Past occurrences always stay on the booking sheet |
| A series with paid dates was bulk-edited through the API | By design | Check retainedBookings in the response |
| Accidentally opened New Exception | Different booking type in the same drawer | Use New Block Booking |
Escalate if needed
| Question | Goes to |
|---|---|
| Phase or access | Regional Sales Manager or Account Manager |
| Enabling Block Bookings | Gladstone Software Support |
| Permissions and roles | GMC > Security Configuration > Permissions |
| Credit notes already raised | Invoicing Module |
| Anything not covered here | Gladstone's Bookings team |
Notes
- Legacy Plus2 bookings: bookings and block bookings created in Plus2 display with a deliberately degraded experience in Centre Management: no recurring indicator and not the full edit/cancel options. It's a design choice to encourage moving off Plus2, not an unfinished migration or a bug. Ask where the booking was created before troubleshooting.
- The invoiced-date block on bulk scopes is a rule of the Operator screens, not the API: a bulk update through the API keeps paid or collated bookings and returns them in
retainedBookings. - Related: Block Booking Invoicing and Credit Notes in Go Operator; Block Bookings in Go Operator (Centre Management).