What are the troubleshooting steps a customer trying to visit my Appointments Online Booking site?

[SG9]

The title of this thread has been edited from the original: Online booking not working

I have one costumer that isn’t able to book online using her mobile device. Her screen goes blank when she clicks to look at available appointments. Do you know what the problem could be?

[Helen]

Hello @SG9. Hmm it's hard to say exactly what the problem might be without more information about her device. These general troubleshooting steps usually help if you can share them with your customer:   

• Check for a software update on your device.
• Switch to another browser on e.g. instead of using the Safari browser app try using Chrome or Firefox (- and make sure that app is up to date too!)
• Turn the mobile device off and then back on.
• If she bookmarked your website ask her to check the URL of the bookmark or resend her the link to your site to ensure she has the correct link!

If she's still seeing blank screen it would be great if you could make note of what kind of mobile device she is using and if she sees any error messages on screen when she tries to load the page. I'll keep an eye out for your reply!