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Troubleshooting

Bookings aren't showing in your calendar

A booking your agent made is on your Bookings page but not in your own calendar, or your agent offers times you're already busy. Most of the time the calendar connection has dropped and needs reconnecting.

3 min readGoogle Calendar, Outlook Calendar, CalendlyUpdated 15 Oct 2026

What you're seeing

  • A booking shows on Bookings but not in Google Calendar, Outlook or Calendly.
  • Your agent offers a time you've already got something on.
  • Your agent takes a message instead of booking the caller in.

Check these in order

  1. Check the calendar's status

    Open Integrations. Next to each calendar is its status:

    Status What it means
    Connected Working. Go to the next check.
    Disconnected Access was removed or expired. Press Reconnect.
    Error It didn't answer the last time it was checked. It's tried again on the next call. If it stays, press Reconnect.
    Not connected It was never connected. Press Connect.

    While a connected calendar can't be read, your agent won't offer or book times and takes messages instead, so this check fixes the "takes messages" problem too.

    If that fixed it, you're done.

  2. Check you're looking at the right agent

    Each agent has its own calendars. If you have more than one location, switch agents in the sidebar and check Integrations for the agent that took the call.

    If that fixed it, you're done.

  3. Look in the right calendar

    Under the calendar's name on Integrations is the account it's connected to. Lightspire checks and writes to that account's main calendar only. Bookings won't appear in another account, or in a second or shared calendar in the same account.

    If that fixed it, you're done.

  4. Allow everything when you connect

    If you see "The calendar didn't give Lightspire the access it needs", connect again and tick every permission on the Google or Microsoft screen.

    If you see "The calendar didn't allow ongoing access", remove Lightspire from the account's connected apps first (for Google, in your Google Account under Security), then connect again.

    If that fixed it, you're done.

  5. Mark your own events as busy

    Your agent only avoids times that your calendar shows as busy. An event set to show as Free in Google Calendar or Outlook doesn't block a booking. Change it to Busy.

    If that fixed it, you're done.

  6. For Calendly: check the caller gave an email

    Calendly is a booking page, not a calendar. Your agent adds a booking to Calendly only when the caller gives an email address, and only on a paid Calendly plan. Without an email, the booking is kept in Lightspire and your other calendars, and marked as not added to Calendly.

    If you see "Calendly has no active event type to book into", create an event type in Calendly, then connect again. See Connect Calendly.

    If that fixed it, you're done.

  7. Make changes in Lightspire, not only in your calendar

    Bookings go from Lightspire to your calendar, not back. If you move or delete a booking in Google or Outlook, it stays as it was on Bookings, and with One booking at a time on, that time stays taken. Change or cancel it on Bookings instead. See Change or cancel a booking.

    If that fixed it, you're done.

Still happening?

Email support@lightspire.ai or ring 1300 330 640, and send us:

  • your business number
  • your Lightspire number
  • the time and day of the call that made (or should have made) the booking
  • the caller's number
  • which calendar (Google, Outlook or Calendly) and the email it's connected with
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