Google Calendar connection troubleshooting

This article describes potential issues with Google Calendar integration and how these issues can be fixed. If you’re still having problems, please contact us and we will be happy to assist you.

I cannot connect - what should I do?

This may be due to temporary communication problems with the Google Calendar API. Please try the following:

  1. Make sure cookies are enabled on your browser
  2. Verify that you can log in to your G Suite account
  3. Try to connect again from OnceHub. In your OnceHub account, go to Profile-> Calendar connection and click the Renew your Google Calendar connection button.

If you’re still having problems, please contact us and we will be happy to assist you.

Connection errors after a successful connection

ImportantDuring a connection failure, ScheduleOnce Booking pages cannot accept bookings. This measure is taken to prevent the possibility of double bookings. 

In InviteOnce, no available time slots will be shown for meetings and you will not be able to Invite to self-schedule or Schedule on behalf. Any active invitations cannot be scheduled until the calendar is reconnected.

Once a successful connection was established, it may fail because of Google token expiration. The Google token might expire for one of the following reasons:

  • Your password is no longer valid and the token must be renewed. It might be because you updated the password in your Google account.
  • There were no activities in the past 6 months with your Google Calendar. As a result, the token wasn't used for 6 months and expired.
  • You might have additional tokens used for other applications and your Google account has exceeded the limit of token requests. Therefore, the OnceHub token has expired.

In all cases, the OnceHub access to your Google Calendar has been revoked and you must renew your connection. Sign in to your OnceHub Account, go to the left sidebar and click Profile -> Calendar connection, then click the Reconnect your Google Calendar button.

Why do my busy times appear in wrong hours?

This might be due to differences between the time zone in your connected Google Calendar and the time zone in the User profile of your OnceHub account. Both must be the same. 

In OnceHub, click on your profile image or initials in the top right corner and select My profile. In the Date and time section, edit the time zone. 

In Google Calendar, click the settings icon, then choose Settings. Update the time zone under "Primary time zone".

Configuration issues in ScheduleOnce

Busy time in Google Calendar is not blocking my availability

If busy time is not blocking your availability, you can check the following settings:

New bookings are not added to your Google Calendar

  1. Go to ScheduleOnce and select Setup -> relevant Booking page -> Associated calendars.
  2. Make sure your calendar is marked as the Main booking calendar or an Additional booking calendar.
    Learn more about the Associated calendars section

I cannot see my scheduled booking in my Google Calendar

In your Google Calendar, make sure that the calendar in which your meeting was scheduled is selected. Find it in the calendar list in the left bar and click it to select it.

In ScheduleOnce, you can also select the activity in the Activity stream, then click the action menu (three dots) in the right-hand pane and select View Calendar event (Figure 1). 

Figure 1: View Calendar event

Why do my busy times appear in wrong hours?

This might be due to differences between the time zone in your connected Google Calendar and the time zone on your Booking page. Both must be the same. 

In ScheduleOnce, go to Setup -> relevant Booking page -> Overview, and edit the time zone. 

In Google Calendar, click the settings icon, then choose Settings. Update the time zone under "Primary time zone".

Configuration issues in InviteOnce

When your connection is up and running, you may experience a situation where no available time slots are found. There can be a number of reasons for this situation:

Busy time from your calendar might be blocking out your availability

Change the status of the event in your calendar that is blocking the timeslot to "Free".

Your calendar connection has been interrupted

Go to your OnceHub Account, open the left sidebar, select Profile-> Calendar connection. Then click the Reconnect your Google Calendar button.

Conflicting times between your calendar and a Team member's calendar

If you are Scheduling on behalf of a Customer and have added a Team member, you may have conflicting times on your calendars. You can view conflicting times on your calendar by opening the action menu on Step 2: Select an available time slot and check the Show conflicts box (Figure 2).

Figure 2: Show conflicts box

Time slots that fall within your selected time frame but which are unavailable due to conflicts in the Team member's calendar will be marked with an orange tag. You can either manually override the time slot selection and select a conflicting slot anyway or adjust the time frame for your meeting.

Learn more about troubleshooting availability issues in InviteOnce

Other issues 

Contact OnceHub support if you experience other issues.

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