FAQ: Troubleshooting

My customer didn't receive the verification code: quick checklist

Check the phone number or email stored on the customer profile: codes are sent there, not to what was typed in the form, so update outdated details manually.
For email: ask the customer to check spam and add robot@booking.makeplans.com to their contacts.
Foreign numbers must include the country code (for example +45...).
Unverified bookings expire after about 20 minutes; the customer can simply book again to get a new code.

Still stuck? Send us the customer's number or booking link and we'll check the delivery logs.

The password reset email never arrives: what now?

First check your spam folder, and make sure you requested the reset with the exact email address that is registered as a user on the account, since resets are only sent to registered users. Also make sure you filled in the email field and submitted the form. If it still does not arrive, contact us at hello@makeplans.com: we can check our delivery logs, remove any block at your email provider, and trigger the reset for you.

My data export never arrived by email: why?

The export email is sent a few minutes after you trigger the export, and it contains a download link that is only valid for 15 minutes, so it may have arrived earlier and expired. Check your spam folder, then try running the export again from Setup > Export. If it still doesn't arrive, your email provider may be blocking the message; contact us and we can check our delivery logs and see exactly what happened.

What does "the values do not match your profile" mean?

MakePlans matches the person booking to an existing customer profile by phone number and email, and this warning appears when something they typed, usually the name, differs from what is stored on that profile. It typically happens when someone books for another person, types a variation of their name, or has changed phone number or email. The customer can click the link to ignore the warning and complete the booking, or you can correct the stored details on their customer profile in the administration system.