Troubleshooting
Something isn't working for a customer right now — start here.
Customer can't pay: card declined, checkout error or charged but no booking
A customer's payment fails, the checkout says 'The payment could not be started', 'The price of your booking has changed' or 'not possible to create a booking for the current time', the amount is too small to pay online, online payment is not available, the payment window ran out, or the customer was charged but has no booking. What each symptom means, where to check, and how to get the customer booked on the spot.
Customer has no PIN code (code missing, not showing yet, or only some codes)
A customer says there is no code on their booking page. Check what the booking shows, whether it is simply too early, whether the online payment went through, the red PIN code warnings on the location's Locks tab and the Igloohome connection. Failed codes are retried automatically once the cause is fixed, and you can give the customer access right away.
Customers can't book anything: no available times, greyed-out dates or products missing
A step-by-step checklist for when your booking page shows nothing to book, every time is greyed out, a product is missing, or checkout fails. Start with the location's readiness strip, then open dates, locks, payments and the time rules.
Customers contact Rentalbuddy instead of you — make sure they can reach you
When your renters phone or email Rentalbuddy, or reply to the confirmation email and never hear back, your contact details are usually missing or still Rentalbuddy's. What customers see, where each piece comes from, how Rentalbuddy flags older locations, and the five-minute fix.
Email link or QR code opens the wrong page (front page, Not found or 403 Forbidden)
When Start booking in the confirmation email, a QR code or a booking link opens your front page, a Not found page, a 403 Forbidden error or does nothing, the cause is almost always the booking page address saved on the location. How to check it, fix it, and why the fix also repairs links already sent.
The code is right but the lock won't open
The customer has a code, but the padlock, key box or locker door doesn't open: blinking red, beeping, no reaction, a stuck shackle, or a box station door that never moves. Check the lock number and the code window first, then the hardware, and get the customer in on the phone.
The customer says no confirmation email arrived
See exactly what was sent for a booking and what each status means (Pending, Queued, Sent, Delivered, Opened, Bounced…), fix a wrong address, resend, and handle spam, blocked addresses and copies.