FAQ & troubleshooting

The quick fixes for the questions we hear most often. Skim for your symptom, or press ⌘ K to search the rest of the docs. If nothing here helps, jump to Still stuck? at the bottom.

Booking issues

Why are no time slots showing on my booking page?

Almost always it's one of these:

• No calendar is connected. Without a calendar, Preb can't tell when you're free. Connect one on the Calendars page. Some workspaces also choose to hide hosts entirely until they connect a calendar — see Members without a calendar.
• A calendar connection has expired. Look for the red Reconnect needed badge on the Calendars page (and a banner on your dashboard). While a connection is broken, Preb plays it safe and hides your slots. Click Reconnect on that account to fix it.
• Your availability is empty or fully booked. Check the event type's availability schedule, and remember that buffers, notice periods, and daily limits all remove slots. A day that's completely booked is greyed out on the calendar.
• The booking window is too narrow. If the event only opens a few days out, distant dates won't be selectable.

Someone became a contact but never picked a time — is that a bug?

No, that's by design. When a visitor submits the form step of your booking page they're captured as a contact, even if they never pick a time. That's how you catch leads who drop off, not just people who finish. (Per event type you can go further and save details as visitors type, before they submit — see When answers are saved.)

Can a guest reschedule or cancel without emailing me?

Yes. Their confirmation email includes their own reschedule and cancel links, and they pick a new time from your live availability. You can also control what guests are allowed to do — including a cutoff like "no reschedules within 60 minutes" — on the event type's Reschedule & Cancel tab. See Cancel & reschedule.

Who gets emailed when I cancel a call?

The main guest (with your reason) and the host. Co-hosts and additional guests are not emailed, and the call drops off the host's calendar automatically.

Calendar sync

Which calendars can I connect?

Google Calendar and Microsoft Outlook. Connected Microsoft accounts show up as Office 365.

Can I connect more than one calendar account?

Yes. Connect as many as you like — for example your Google and your Outlook — and Preb checks all of them for conflicts. New bookings are still written to a single calendar you choose under Add events to on the Calendars page.

Why didn't my Microsoft Teams link appear?

Teams links are only added for Microsoft 365 work or school accounts. Personal accounts (Outlook.com, Hotmail, etc.) sync fine but won't get a Teams link — use a work account.

My availability disappeared from my booking page. What happened?

A calendar connection most likely expired — usually because access was revoked, a password changed, or the account sat unused. Preb flags it three ways: a dashboard banner, a red badge on the Calendars page, and an email. Open Calendars, click Reconnect on the affected account, and approve access again.

Tracking & pixels

I see far more server events than browser (Pixel) events in Meta. Is something broken?

No — that gap is expected. Among visitors who accept marketing cookies, ad blockers and browser tracking protection often swallow the in-browser Pixel, while Preb's server-side Conversions API always gets through. So the server number is almost always higher, and Meta deduplicates the overlap. The same is true for Google.

Does declining cookies break my tracking?

Declining means that visitor isn't tracked — by the browser tags or by the server-side events. That's a legal requirement in the EU, not a limitation: tracking booking-page visitors without consent has cost businesses four-figure damages per visitor in German courts. For visitors who accept, Preb reports every funnel step from its servers, immune to ad blockers. See Consent & cookie banner.

My ad clicks aren't being attributed. Why?

The click ID (like fbclid or gclid) has to reach the booking form to be captured. That's automatic if you embed the Preb widget or point your ad straight at your booking link. If you run ads to your own landing page first, grab the short forwarding snippet from the event's Embed tab ("Make sure ad conversions get tracked") and paste it on that page so the click ID carries over. See Attribution & UTM tracking.

A booking shows no campaign — did attribution fail?

Not necessarily. Preb uses first-touch attribution and remembers a visitor's first touch for 30 days, in their own browser. If they arrived with no UTM tags or click IDs (they typed your address, came from an email signature, etc.), the booking is recorded as organic / direct — a real booking that just isn't tied to a paid campaign. Attribution also can't follow someone across devices.

Is it safe to leave my Meta test event code filled in?

Yes. Preb uses the test event code only for the "Send test event" button — your live conversions are never routed to Test Events. See Test events.

A Stripe payment didn't close its deal. What went wrong?

Preb matches a payment to a contact by booking ID (preb_booking_uid metadata) first, then by email. Email matching breaks when someone pays with a different address than they booked with (e.g. a company card). Unmatched payments from the last 30 days show on a card on the Stripe page. To guarantee a match, add a preb_booking_uid metadata field to the payment — see Stripe payments & revenue. Also note a deal only auto-closes when the payment amount exactly matches the deal amount; a partial payment (like a deposit) is recorded but leaves the deal open.

Billing

Will I be charged during my trial?

No. Your first workspace gets a 7-day free trial of the full platform. A card is collected up front so things keep running afterward, but you're only charged when the trial ends — and if you cancel before then, you're not charged at all.

Who can see and change billing?

Billing is Owner-only. Admins and Members can't view or edit it. You'll find it under Settings → Billing.

How is pricing worked out?

Two per-seat plans — Capture and the all-in-one Scale — monthly or annual (20% off). Every member who accepts an invite is a seat: added prorated when they join, dropped from the next invoice when they leave. See Inviting & seats.

Monthly vs annual — what changes?

Annual billing saves 20%. Upgrades and the switch to annual apply immediately with a prorated charge (you see the exact amount before confirming). Downgrades apply immediately too and the unused part of the old plan is credited to your next invoice; settings the new plan doesn't include are paused, never deleted. Switching to monthly is scheduled for the end of your current annual period.

A payment failed — am I locked out?

Not straight away. Your workspace stays fully usable while Preb retries, with a banner asking you to update your card. Only if retries keep failing does it switch to view-only — and your data is never deleted. Open Manage billing (works even on hold) to add a working card and restore access.

What happens if I cancel?

You keep full access until the end of your current billing period. After that the workspace becomes view-only — data stays safe and visible, but you can't make changes and your booking pages stop taking bookings. You can reactivate any time by adding a payment method. See Billing & subscription.

Still stuck?

If your question isn't here:

• Use the in-app support widget while you're signed in — the help button lets you send a message, report a bug, or request a feature. Details on Contact support.
• Browse the docs — start from Welcome or search with ⌘ K.
• Check the Glossary if a term is tripping you up.