thread Re: Customer is not able to see package in Payments Troubleshooting

Customer is not able to see package

An8 — Sun, 21 Sep 2025 12:27:11 GMT

Hi so I have problem with packages. People are unable to see package when they book online even though they pay for this package and I can see the package on their account. I don’t know already how to approach it thanks.

Re: Customer is not able to see package

Lou8 — Wed, 07 Aug 2024 11:44:31 GMT

Hi @An8, thanks for posting in the Community 🙂.

I'd be happy to help, but I'm not sure I fully understand the issue. Could you share a screenshot of what your customer's order looks like, as well as the link to the associated package/item(s) of your booking page ?

Re: Customer is not able to see package

An8 — Wed, 07 Aug 2024 19:05:31 GMT

Right okay. So customer got the package on her profile (customer directory on Square Appointments) as you can see on the screenshot. But the same customer (and 2 others) once they try to book in using online booking system it wont let them.

System can not see package. You can on my choose pau by card again or use gift voucher…

But I can see the package and I can book them using package.

Hope it makes sense sense😊😂

Re: Customer is not able to see package

An8 — Wed, 07 Aug 2024 19:06:16 GMT

Re: Customer is not able to see package

Breffni — Thu, 08 Aug 2024 08:38:47 GMT

Thank you for the details @An8

Would you be able to share a link to your site here and also the details of the package the customer should but is not able to see?

I can take a closer look that way, thank you.

Re: Customer is not able to see package

An8 — Thu, 08 Aug 2024 09:08:01 GMT

Its Anjagosha.com

Packages are on the top left under online booking.

We talking about every package 😊

Re: Customer is not able to see package

Breffni — Fri, 09 Aug 2024 10:19:21 GMT

Thank you for the details @An8 - I had a look, but it's hard to pinpoint exactly what is happening here without having access to your account.

In this case, I would recommend calling our support team directly, they will be happy to take a look at this with you.

Thank you for understanding 🙂

Our number is 0800 - 098 8008, 9AM- 5PM, Mon-Fri